BMC Remedy IT Service Management Suite

SOLUTION DATASHEETBMC Remedy IT ServiceManagement SuiteIT organizations that are achieving process efficiency, effectively managing costs,achieving compliance, and delivering superior service quality understand the value ofintegrated IT service management. Replacing disjointed activities for incident, problem,change, configuration, and asset management with a unified service support strategy —including self-service functionality — is the key to providing business-aligned services.Key Benefits» Get the most out of everyperson, asset, project andactivity» Improve serviceperformance and meet theexpectations of yourorganization» Demonstrate transparencyby providing visibility intothe “cost of IT”» Ensure that IT activities,decisions, and servicessupport business priorities» Enable compliancecontrolsBusiness ChallengeOver the years, support activities have grown in volume and complexity; service level expectations have peaked at an“always available” level; and supported services have morphed into a mixture of onsite and offsite components, externallyhosted and internally maintained applications, and global configurations. At the same time, IT budgets have decreased,placing added strain on already taxed systems and personnel. As a result, many organizations are still in “fire-fighting”mode, performing front-line triage for most of their support activities.The BMC SolutionThe BMC Remedy IT Service Management Suite removes complexity and costs, while also providing visibility into theresources, activities, and priorities required to deliver and support business services. This unified, ITIL ® -certified suiteincludes industry-leading applications for service desk, asset and configuration management, change and releasemanagement, and service level management. It also offers fully integrated service request, identity, and knowledgemanagement applications to provide self-service capabilities that enable increased operational efficiency and improvedcustomer service quality.BMC Remedy IT Service Management applications share the included BMC Atrium CMDB to coordinate processes arounda single view of how technology components support critical business services. All are powered by the BMC RemedyAction Request System (AR System), the industry’s leading service process management platform.Service DeskBMC Remedy Service Desk is the industry’s leading incident and problem management solution. This robust, ITIL-basedsolution cost-effectively reduces the number of incidents handled, improves resolution times, and prevents future incidentsfrom occurring — all while improving IT staff efficiency.BMC Remedy Service Desk is helping thousands of customers respond quickly and efficiently to conditions that disruptcritical services. Regardless of whether a request is initiated through the web, e-mail, telephone, or desktop client — or byan event from a network or system management application — BMC Remedy Service Desk acts as a single point ofcontact that consolidates and handles requests from submission to resolution.BMC Remedy Service Desk

Global ValidationEnterprises worldwide havemade BMC Remedy IT ServiceManagement the number onechoice for enabling ITIL-alignedservice management processesfor the IT department.Service Request ManagementAs part of the BMC Remedy IT Service Management Suite, BMC’s self-service solutions provide a single “face of IT”, aportal where customers and end users can request all available IT services. Solutions include:» BMC Service Request Management — Easily define available services, publish those services in a service catalog,and automate the request and fulfillment of those services for the end-user community.» BMC Remedy Knowledge Management — Reduce support desk costs by allowing support analysts to easily findsolutions to incidents and by providing end users with access to self-search resources to resolve issues on their own.» BMC Remedy Identity Management — Automate the provisioning of user passwords and simplify user accountmanagement by integrating information about relationships, roles, and access rules into automated processes.By encouraging self-sufficiency on the part of the user, you can reduce call volumes, increase user satisfaction, reducestaffing requirements, and lower support costs.Change and Release ManagementBMC Remedy Change and Release Management delivers comprehensive policy, process management, and planningcapabilities that help you increase the speed and consistency with which you implement changes, while also minimizingbusiness risk and disruption. It allows you to define and enforce standardized processes — from submission throughplanning , deployment , and finally, verification. It also ensures that the appropriate steps are taken, the right businessowners are consulted for approvals, and fail-safe procedures are put in place, all of which results in an increase inproductivity and a decrease in risk and change-related outages.Asset Configuration ManagementBMC Remedy Asset Configuration Management helps you drive down IT costs, while also improving service quality andcompliance, with a comprehensive approach to IT asset lifecycle management. Its native integration with ITIL workflowsempowers you with more proactive control and greater visibility into your IT assets — from requisition to retirement.BMC Remedy Asset Configuration Management helps you reduce software license and compliance costs byincorporating software license management into both your asset and operational processes. In addition, it featuresextensive contract and financial management that helps drive down costs by eliminating late penalties and unnecessarymaintenance, while also connecting asset costs to business services.BMC Remedy Asset Configuration ManagementA Common, Shared PlatformAll BMC Remedy IT Service Management applications are built on BMC Remedy AR System, an enterprise-proven serviceprocess management platform that enables fast deployment, extension, and adaptability to meet your unique and evolvingbusiness requirements. Through the BMC Remedy AR System graphical user interface, IT administrators can quicklyextend out-of-the-box application functionality without programming. Moreover, it provides a single point of integration tothird-party applications and tools through a fully open API, web services, the event-driven Enterprise Integration Engine,COM, OLE, and direct SQL access.

Customer Views» “This is the first time I seea true ITSM suite, not a setof products.”» “The ITSM Suite hasdramatic improvementswhich will help us movefrom our custom solutionto the out of box ITSMapplications and solution.”» “I like the new web-basedreporting capability. It willsave approx 300K inCrystal licenses.”Configuration Management DatabaseAs the industry’s leading ITIL-based configuration management database, the BMC Atrium CMDB provides a “singlesource of truth” for your IT infrastructure — including IT operations, service support, and mainframe operations. As such, itprovides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up your businessand IT environment. The BMC Atrium CMDB consolidates silos of data (often through federation) into an enterprise-wideview of IT that shows not only infrastructure components and their physical and logical relationships, but also therelationships of the components to business services.Service Level ManagementBMC Service Level Management establishes, tracks, and measures SLA performance and compliance in real-time, thusenabling you to view trends, spot problem areas, and minimize disruptions for key business services. In addition tomonitoring service support metrics, such as incident resolution times, BMC Service Level Management collects data frominfrastructure management data sources, including BMC ProactiveNet Performance Management. The result is a unifiedmanagement of service support and delivery performance against business targets.BMC Service Level ManagementReportingBMC Dashboards and Analytics give you visibility into key IT performance indicators through point-and-click analysis,advanced reporting, and a dashboard view of critical IT processes. Using these powerful tools, you will understand at-aglancehow effectively IT is supporting critical business applications and services.BMC Dashboards for BSM

A Comprehensive SolutionThe BMC Remedy IT Service Management Suite removes complexity and costs, while also providing visibility into theresources, activities, and priorities required to deliver and support business services. Through innovative technologies, aunified platform, and best practices, the suite unites fragmented IT service management disciplines to guide you towardgreater functional maturity, enriched customer / user experiences, and more efficient management of IT costs.In addition to providing out-of-the-box automation of best practice processes, BMC also has a wealth of experience andresources to make your IT service management projects a success. As the market leader in IT service management, BMChas developed a proven and prescriptive approach for helping you increase your success rate and speed time-to-value foryour IT service management initiatives.Through our large ecosystem of BMC-ready systems integration and technology partners, as well as our own professionalservices and education programs, BMC can provide you with complete solutions. Whether you need ITIL training andcertification, process or architectural design, implementation services, or complementary technologies, BMC can help.For More InformationTo learn more on BMC Remedy IT Service Management, please visit http://www.bmc.com.BUSINESS RUNS ON I.T.I.T. RUNS ON BMC SOFTWARE.Business thrives when IT runs smarter,faster, and stronger. That’s why themost demanding IT organizations inthe world rely on BMC Software acrossboth distributed and mainframeenvironments. Recognized as theleader in Business ServiceManagement, BMC offers acomprehensive approach and unifiedplatform that helps IT organizations cutcost, reduce risk and drive businessprofit. For the four fiscal quarters endedJune 30, 2010, BMC revenue wasapproximately $1.92 billion.BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent andTrademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may beregistered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of theirrespective owners. © 2010 BMC Software, Inc. All rights reserved. Origin date: 09/10* 174013*