BMC BSM - Automate Service Management System
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The document discusses BMC BSM (Business Service Management) and how it can help organizations implement ITIL best practices to improve IT service management. It summarizes key features of BMC Remedy Service Desk, including its support for incident, problem and change management processes. BMC BSM takes a holistic approach to managing IT operations and services through integrated monitoring, automation and analytics capabilities.
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BMC BSM - Automate Service Management System
- 1. BMC BSM Automate the Service Management System
- 2. ITIL ā For Operational Excellence A process driven approach to developing operationally excellent IT service support and service delivery
- 5. BSM Decomposition I n t e r net Business Services Business Processes IT Services Resources and Capabilities Personnel Abstraction or Composition
- 9. Gartner Group Maturity Model VALUE FIRE FIGHTING REACTIVE PROACTIVE SERVICE
- 10. ITILv3 Core
- 20. BMC Ticketing System ā Service Desk
- 25. Classic View Simplification - Classic View Primary Information Key Information accessed in 3 mouse-clicks Work Info Requester Classification Vendor Tasks Assignment Classification Tasks Work Info
- 26. Service Desk 7.5 ā Best Practice ITIL Processes Capability : Process Overview launches BMC Service Management Process Model Value: Fewer processing errors & reduced training cost for service desk staff
- 28. Quick Actions and Exploring Navigation
- 31. Incident Closure
- 33. Key Performance Indicator's (KPIs)
- 37. Known Error
- 39. Incident Relationship with Solution Database
- 41. MONITORING
- 47. Q&A
Editor's Notes
- ITIL V3 Foundation Course
- BMC ITSM is the number one software choice for quickly establishing repeatable, efficient, and effective service management processes. This suite of applications provides seamless out-of-the-box workflow automation within and across proven ITIL best practice processes. Only BMC Remedy ITSM unifies service desk, incident, problem, change, asset lifecycle, and service level management applications, as well as a configuration management database (CMDB), with a single data model, workflow platform, and user interface. This unified approach, particularly when enhanced with other BMC solutions for managing IT infrastructure, provides proactive and continuous improvement of service availability, quality, and cost effectiveness in complex enterprise environments. The BMC Remedy ITSM suite includes industry-leading applications: BMC Remedy Service Desk BMC Remedy Asset Configuration Management BMC Remedy Change and Release Management BMC Service Level Management BMC Self Service BMC Identity Management These applications share the included BMC Atrium CMDB to coordinate processes around a single view of how technology components support business services. All are powered by the BMC Remedy Action Request System (AR System), the industryās leading service process management platform.
- Just to get an idea of what the problem is about, who is working on it and if a workaround has already been identified, you need 3 mouse-clicks to find the information. And that is if you know exactly what information is behind each tab.
- Process overview link on console Will launch a static view of the process flow if SMPM is NOT installed Will launch SMPM if installed Process Overview links on main Incident, Problem, and Known Error forms Links will only exist in navigation area if SMPM is installed. BMC Service Management Process Model (SMPM) helps you align people, processes, and technology through the use of visual ITIL process models that tie your service support processes all the way down to work instructions detailing how you use your BMC solutions. Because the model bridges the gap between ITIL guidelines and your service management applications, it enables you to shorten your implementation timeframe, reduce costs, and eliminate the major risk factors associated with IT service management implementations. BMC SMPM provides field-proven processes for BMC Service Support solutions, and includes practical, detailed, and specific instructions on how to support and deliver your services. The model is based on a set of field-proven processes that have already been deployed within numerous service provider organizations in more than 30 countries. These processes, and specifically the work instructions behind them, have been adapted to provide detailed and specific instructions for BMC customers who use BMC Service Support solutions to facilitate their work. Whatās more, because BMC SMPM processes are directly supported by BMC Service Support solutions, you can easily bridge the gap between ITIL theory and your service management applications.
- ITIL V3 Foundation Course
- ITIL V3 Foundation Course
- ITIL V3 Foundation Course