Overview

BMC Remedy is a comprehensive suite of tools designed for IT service management (ITSM) and business process automation. Below is an overview of the key topics and components in BMC Remedy, providing insights into its features and functionalities.

1. BMC Remedy Overview

• Description: An enterprise ITSM platform used to automate service management workflows, manage IT assets, and streamline incident, problem, change, and request management processes.
• Key Features:
  • Built on AR System (Action Request System).
  • Modular design supporting ITIL processes.
  • Customizable forms, workflows, and integrations.

2. Action Request (AR) System

• Description: The foundation of BMC Remedy, providing tools for building, deploying, and managing applications.
• Components:
  • Forms: Define data structures and user interfaces.
  • Fields: Elements in a form (e.g., text, menu, date fields).
  • Workflow Objects: Automate actions (e.g., Filters, Active Links, Escalations).
  • Menus: Provide dynamic field values.

3. Forms

• Description: Define the structure for storing and displaying data.
• Types:
  • Regular Forms: Store data in database tables.
  • Join Forms: Combine data from multiple forms.
  • View Forms: Display external database data.
  • Display-Only Forms: Serve as interfaces without storing data.
• Use Cases: Incident management, service requests, asset tracking.

4. Filters

• Description: Server-side workflow objects that automate processes based on database events.
• Phases:
  • Phase 1: Pre-database operation.
  • Phase 2: Post-database operation.
  • Phase 3: After commit actions.
• Use Cases: Validations, field updates, sending notifications.

5. Active Links

• Description: Client-side workflow objects that respond to user actions (e.g., button clicks).
• Execution: Triggered by client events such as opening a form, losing focus on a field, or clicking a button.
• Use Cases: Opening dialogs, field validation, dynamic menus.

6. Escalations

• Description: Server-side workflows that execute at scheduled intervals.
• Purpose: Automate time-based actions (e.g., sending reminders, escalating tickets).
• Use Cases: Notify a manager if a ticket is unresolved within SLA.

7. Menus

• Description: Dynamic lists of values displayed in form fields.
• Types:
  • Static Menus: Predefined values.
  • Dynamic Menus: Values derived from queries or external sources.

8. Filters vs. Active Links vs. Escalations

• Filters: Execute server-side during database operations.
• Active Links: Execute client-side based on user actions.
• Escalations: Execute server-side at scheduled intervals.

9. Workflow

• Description: Logical sequences of actions to automate tasks.
• Components:
  • Triggers: Events that start the workflow (e.g., record creation).
  • Actions: Steps executed when the workflow runs (e.g., field updates, notifications).
• Use Cases: Auto-assigning tickets, sending alerts, performing calculations.

10. ITSM Modules

• Incident Management: Track and resolve incidents.
• Problem Management: Identify and address root causes of incidents.
• Change Management: Manage changes with minimal risk.
• Service Request Management (SRM): Allow users to submit and track service requests.
• Asset Management: Track and manage IT assets and their lifecycle.
• Knowledge Management: Provide users and agents with access to information.

11. Notifications

• Description: Alert users about important events via email or other channels.
• Trigger Types: Filters, Escalations, or Active Links.
• Use Cases: Notify support teams about new incidents, SLA breaches, or changes.

12. Reports

• Description: Generate insights from stored data.
• Features:
  • Predefined and custom reports.
  • Export options (e.g., PDF, Excel).
  • Integration with BMC Smart Reporting for advanced analytics.

13. Integrations

• Description: Connect Remedy with other systems for data exchange and workflow automation.
• Options:
  • REST/SOAP APIs.
  • BMC Atrium CMDB for configuration management.
  • External databases or third-party tools.

14. Customization

• Description: Modify forms, workflows, and interfaces to align with business needs.
• Tools: Developer Studio, AR System Server tools.
• Examples: Custom fields, tailored workflows, branded interfaces.

15. CMDB (Configuration Management Database)

• Description: A repository of IT asset (CI) information and their relationships.
• Use Cases: Dependency mapping, impact analysis, and service modeling.

16. SLA Management

• Description: Define, monitor, and enforce service-level agreements.
• Features:
  • SLA targets.
  • Notifications for breaches.
  • Reporting on SLA performance.

17. Service Catalog

• Description: A user-friendly interface for submitting and tracking service requests.
• Features: Predefined templates, approvals, tracking.

18. Approvals

• Description: Automate approval workflows for requests, changes, and other processes.
• Components: Approval engine, rules, notifications.

19. Multi-tenancy

• Description: Support multiple organizations in a single deployment.
• Features: segregated data, custom configurations per tenant.

20. Development and Deployment

• Tools:
  • Developer Studio for designing forms and workflows.
  • Migrator for moving configurations between environments.
• Best Practices: Version control, environment separation (dev, test, prod).

21. Performance Tuning

• Description: Optimize Remedy for speed and efficiency.
• Key Areas: Server performance, database indexing, workflow optimization.

22. Upgrades and Patching

• Description: Keep Remedy up-to-date with new features and fixes.
• Considerations: compatibility, testing, rollback plans.

This structured breakdown covers all major topics in BMC Remedy, making it easier to understand its functionalities and applications.