BMC Remedy ITSM Suite
The No. 1 choice for ITIL-aligned service management processes
Software as a Service
Software as a Service, or SaaS, is a cloud deployment model in which a vendor hosts an application on their own servers and gives customers a license to use its functionality. Instead of customers installing the application at their own site and having the right to use it in perpetuity, they access it over a network connection and pay for the functionality on an as needed subscription basis often based on a number of users and a length of time.
The SaaS model offers several benefits:
- Small initial investment- The smaller initial investment in both hardware and software means that it’s easier to fund your project in tough economic times with less at risk.
- Faster time to value- Because the SaaS vendor installs and manages the software and does much of the configuration you’ll realize value from the software more quickly and without extensive staff training.
- Focus on higher-value tasks- Your staff will also spend less time maintaining infrastructure, allowing them to focus on business processes and data to drive your competitive advantage.
- Latest innovations- Because you receive regular and seamless updates to the system you immediately benefit from features and performance instead of either waiting for a long software release cycle or the budget to upgrade.
BMC Remedy on-demand is a SaaS offering that includes the entire BMC Remedy ITSM suite, service level management, service request management, and knowledge management and their prerequisites BMC Atrium CMDB and BMC Remedy AR system. BMC hosts and manages the software in a secure offsite environment and you pay a monthly subscription fee to use the functionality. The fee is based on your number of users, which you can increase at any time. All maintenance and upgrades are included in the subscription and because the upgrades occur on the hosted site BMC performs them with no work required from you. The software is available to you around the clock and so is BMC support should you need it. BMC assists you with on-boarding to get you up and running in just days and offers some optional services that you can purchase to make that process even faster and easier. If you already use the ITSM suite, BMC will the data from your on premise installation to your on demand environment. And as your companies needs change, you can switch between the on-premise and on-demand versions of the suite without losing your investment, any prepaid maintenance or subscription fees will be transferred to your new account. With BMC’s standard process and automation tools the switch will be seamless.
You can expand the capabilities of BMC on-demand with optional add-ons:
- Support Analytics- The support analytics option includes a dashboard that aggregates your key performance indicators to let you see the health of your business services at a glance and a reporting tool with best practice reports that put business intelligence at your fingertips to help you make more informed decisions.
- Mobility add-on- The mobility add-on offers handheld mobile device access to your ITSM applications enabling technicians to manage tickets from the field and managers to approve change requests while in a meeting.
- Integration with on-premise BMC Event and Impact Management- You can also easily integrate BMC Remedy on-demand with on-premise BMC applications to make your service management processes aware of what is currently happening in your IT environment. BMC event and impact management helps you identify problems before business services are affected and it’s built in integration with the ITSM suite means that events can automatically open and close incident requests, helping you proactively manage IT operations.
- Integration with on-premise BMC Atrium Discovery and Dependency Mapping- BMC Atrium Discovery automatically discovers the hardware and software in your environment and the dependencies between them, storing this information in BMC Atrium CMDB to automate your configuration management process and give you accurate information to enable better business decisions.
BMC Remedy on-demand is available when you need it, 24 hours a day 7 days a week. BMC guarantees 99.5% uptime for your environment and backs that up with real financial penalties. Where some SaaS vendors only offer subscription time if they don’t meet their service level agreement, BMC credits your account for any month that uptime falls below 99.5%.
Moving your data offsite and accessing it over the internet naturally raises security concerns, but BMC Remedy on-demand is a highly secure SaaS solution. BMC protects your data both physically and virtually with password protection, encrypted transmission, intrusion detection, backups and comprehensive disaster recovery and business service continuity plans. These security procedures are SAS 70 audited and ISO 27002 certified.
The BMC Remedy ITSM Suite is the first choice for service management processes aligned with the IT infrastructure library or ITIL because it begins with the best practice processes and builds them right into the interface. This ensures that you automate the right work. The suite includes service desk which speeds the submission of incidents and resolution of problems to improve key metrics such as mean time to repair and recurring incidence. Change and release management which is integrated with other functions to show the business impact of a change reducing the risk to your business. Asset configuration management which tracks your hardware and software assets throughout their lifecycle and manages licenses to reduce compliance penalties and the service management process model (SMPM) which defines concrete processes and work instructions to provide a convenient reference to users of these applications and save months of process definition and staff training. Related BMC products complement the ITSM suite with functionality that fills out your management portfolio. BMC service level management tracks performance against service level agreements and provides proactive notification when a target approaches breach, improving your service quality and customer satisfaction. BMC service request management provides a self-service catalog from which IT customers can request services which standardizes request fulfillment and deflects calls from your service desk. BMC Remedy knowledge management provides a database of known errors and workarounds that enable problem management and help manage continuous service improvement practices. Let’s look at each of these applications in more detail.
Service desk includes applications for both incident management and problem management. Both application feature interfaces aligned with the best practice processes of SMPM helping you follow ITIL guidelines for incident and problem management. Simplified forms with automatically filled fields along with incident templates and incident matching can reduce your incident registration time by 50% while increasing first call resolution by 25%. The relationships and root-cause analysis capability of the problem management application, reduce the number of incidents that you experience and can reduce your mean time to repair by at least 20%. Incident and problem requests are business service aware ensuring that you resolve critical business issues first.
The change management application implements the ITIL change and configuration management processes, standardizing your release process and improving efficiency by up to 35%. The ability to analyze the impact of proposed changes and detect collisions before they happen can reduce your change failures by up to 40%. Automation and enhanced approval functionality can accelerate your deployment of critical business services by up to 50%. Failed changes are the most common cause of unplanned service outages and with BMC Remedy Change management you can reduce those outages up to 80% minimizing risk.
The asset management application provides full asset management inventory and capability for the entire life cycle of an asset from procurement to retirement, reducing your asset costs by 30% or more. Its comprehensive software license management functionality tells you where software is installed and where it’s being used which reduces compliance risk and eliminates the over purchasing of software licenses to drive down license costs. Asset data stored in BMC Atrium CMDB is shared seamlessly with other applications reducing operational downtime and improving your service quality.
The service level management application provides out of the box service level agreement reporting in a consolidated dashboard that provides metrics from IT operations and support giving you a holistic end to end view of your service delivery. The application provides real-time service target status that coupled with proactive notification functionality helps you avoid SLA breaches. Its rich set of key performance indicators shows you which agreements are driving penalty or reward accumulations because of SLA breaches or exceeded compliance targets so that you can adjust your strategy. Trend analysis functionality allows you to identify and improve consistent problem areas in your service offerings.
The service request management application provides a shared service catalog that offers business and IT services from repair tickets and how-to questions to software installations and HR processes to all types of customers across your organization. Self service request creation can deflect 50%-70% of calls away from your service desk allowing your staff to pursue more strategic work and the reduced time to fulfill requests improves customer satisfaction. The applications cross discipline work flow uses CMDB data to automatically rout a request to the correct provider removing latency from your IT organization. And management of both automatic and ad-hoc requests standardizes IT request fulfillment.
The knowledge management application provides service desk analysts with a knowledge base of easy to find solutions. Reducing your mean time to repair and gives users the ability to resolve issues on their own, reducing your support costs. Knowledge management is integrated out of the box with the service desk applications and its powerful search and index capability lets users quickly find what they need from sources that include incident and problem requests, and known errors. The ability to automatically migrate existing data into your knowledge base enables you to reuse intellectual capital. The easy author and approval interface, which uses AR system workflow reduces training time for new employees and can reduce the time spent reviewing content by up to 60%.
BMC Remedy on-demand brings this industry leading IT Service Management software to you as a service, eliminating the administrative costs of on premise software. You’ll be up and running quickly with automated and integrated best practice ITIL processes that will dramatically reduce service outages, increase customer satisfaction and lower your costs. You’ll get seamless upgrades to the latest functionality and you can confidently guarantee service levels to your customers because BMC guarantees our service levels to you.
Please visit our website to find out more information on finding the right ITSM suite for you.
