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BMC Remedy ITSM Reference

BMC Remedy ITSM Reference
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BMC Remedy ITSM Reference

BMC Remedy ITSM Reference: Establishing Foundation Data in Remedyforce encompasses elements that connect various ITSM aspects within the system. Essentially, it serves as the cornerstone for getting Remedyforce up and running efficiently. At its core, foundation data facilitates incident and self-service record categorization, streamlining routing, data mining, and report generation. This allows for extracting Critical Success Factors and Key Performance Indicators.

Incident and Problem Management: BMC Remedy ITSM Reference

When it comes to Incident and Problem Management, Categories play a crucial role. These classifications help group and track tickets for reporting purposes. Employing category types and parent-child relationships aids in organizing tickets across incident, service request, problem, and change areas. A note of advice: simplicity often trumps complexity when designing categories.

Impact & Urgency and Priority

Impact & Urgency and Priority data are pivotal in determining incident addressing order. Priority assignment, based on escalation rules, relies on these factors. An incident’s priority hinges on its assessed impact and urgency. Urgency reflects the speed of resolution needed, while impact gauges the incident’s extent and potential damage. These factors are pivotal for assignment, reporting, and escalation. It’s wise to thoroughly review your urgency and impact matrix, including guidelines for escalation.

BMC Remedy ITSM Reference Impact and Urgency Matrix
BMC Remedy ITSM Reference Impact and Urgency Matrix

Incident Recording, Matching, and Routing

The incident lifecycle entails recording, matching, and routing. Utilizing tools such as CTI, Chat, and Remote Assistant enhances resolution capabilities. Efficiently matching incidents, routing them, and resolving issues form essential steps in the process.

Incident Matching

Incident Routing

Means to resolve

CTI, Chat and Remote Assistant tools

Change and Release Management for BMC Remedy ITSM Reference

Change and Release Management necessitate prioritization, categorization, and tracking of Change Requests. Prioritization involves planning after thorough testing and implementation plan are complete. Scheduling involves referencing the change calendar for the least disruptive time for implementation without conflict to other changes. Understanding the related Configuration Items’ impact is vital. Visualizing changes on the calendar, recording post-release reviews, and using templates streamline the process.

Prioritize and categorize Change Request

Show impact of the related CI in the Change Request

Change calendar overview

Record post Release review

Change and Release manifest

Change templates

Configuration Management Foundations Support Remedy ITSM

Creating an IT asset repository provides needed guidance to what is running where and who owns it. For Ticket management Configuration Management provides important upstream and downstream dependencies on infrastructure, applications, and configuration data is paramount. Relating incidents and changes to infrastructure, along with contextual information, ensures a holistic view of the environment.

Configurations in the IT Asset Repository should match what is in production. Therefore, it is important to maintain this system of record, reference.

Agents should reference CMDB explorer, and Improve Configuration Management when handling Incident, Change, and Problem Management Tickets. Managing services’ lifecycles, dependencies, and statuses requires attention. Service Dependency View and SmartViews enhance understanding, while agentless discovery aids in identifying resources.

Service dependency view and smartviews

Agentless discovery

Managing the lifecycle and status of services 

BMC Helix Remedyforce Client Management

Self Service and Request fulfilment in BMC Remedy ITSM Reference

BMC Helix Remedyforce Client Management empowers self-service and request fulfillment. Users can interact with the IT Knowledge Base, request services, and track incidents and requests. Efficient request processing and fulfillment, along with status updates, streamline user engagement.

Open, close and track status of incidents and service requests

Request an IT Service

Search the IT Knowledge Base

Request processing and fulfilment

Request status and update

Knowledge Management to improve BMC Remedy Self Service Experience

Leveraging the Knowledge Base to resolve incidents, managing knowledge articles, and facilitating feedback loops contributes to continuous improvement.

Managing the Knowledge Base 

Creating a knowledge article from an incident 

Providing feedback on a knowledge article

Reporting and SLA Management to measure and improve BMC Remedy ITSM Reference

Setting priorities drives Service Level Agreements (SLAs) for various incident categories. Beginning with Response and Resolution times is recommended. Access to out-of-the-box reports and real-time dashboards enhances monitoring capabilities.

Availability of out of the box reports

Real time dashboards

Service Level Management

Creating trending report

Processes and Workflow Design

Employing Process Builder for workflow automation, utilizing out-of-the-box workflows for services like knowledge centers, and designing streamlined processes contribute to efficiency gains.

Other Resources


ITSMF -IT Service Management Forum- Chicago IL | Groups | LinkedIn

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