ITIL provides the leading set of best practices for service management. It defines important business processes and provides a flexible well-designed framework that can be tailored to the specific needs of your organization.
ITIL defines a broad set of recommendations that explain effective ways to handle many aspects of IT support and delivery, including asset and configuration management, change management, release management, incident management, and problem management.
BMC Remedy ITSM automates standard ITIL processes out of the box. Extensive configuration options enable you to tailor the applications to the needs of your organization. The following table maps ITIL processes to BMC Remedy ITSM applications.
ITIL processes and BMC Remedy ITSM applications
ITIL process | BMC Remedy ITSM application |
|---|---|
Change management | BMC Change Management |
Release management | BMC Change Management |
Incident management | Incident Management feature of BMC Service Desk |
Problem management | Problem Management feature of BMC Service Desk |
Service asset and configuration management | BMC Asset Management |
Service level management | BMC Service Level Management |
Service request management | BMC Service Request Management |
Knowledge management | BMC Knowledge Management |
ITIL describes best practices at a high level. It provides guidance on steps to take, processes, and workflows. Organizations are then free to implement the work-level procedures for daily activities that apply to their requirements.
In Remedy Asset Management, Configuration Management consists of processes that ensure when the Change Management requires CIs, they are available. If the CIs are not available, then the request for the new CIs is made. For acquiring new CIs, new or existing contracts will be created with the suppliers. Configuration management also consists of processes to ensure that the supplier and the contract information is updated.
