BMC Remedy ITSM Training Online

• The BMC Remedy Asset Management application
• The BMC Remedy Change Management application
• The BMC Remedy Service Desk application

Consoles are the main user interface to the BMC Remedy ITSM applications. Two types of consoles are provided: application consoles that provide application-specific functionality, and common consoles that are used across applications. The common consoles include an Overview console that combines assigned work from all applications into one view, and a Requester console that is focused on the users.

Home Page Header

• Logout
• Breadcrumb Bar
• Global Search

Navigation Pane

• Applications
• Configuration Buttons

Overview Console

• Company and View By
• Refresh
• Preferences

Console List Table

The Best Practice view is an improved version of the form. In this view, the fields most commonly used are immediately visible. You can access less frequently used functionality from the tabbed sections of the form or from the links in the navigation pane.

The Classic view is a view of the form similar to the view provided in earlier releases. This view is provided for customers who are upgrading from earlier versions of BMC Remedy ITSM applications and who have not yet adopted the Best Practice view.

A Best Practice view is available for each of the following forms:

• Change request
• Incident request
• Known error
• Problem investigation
• Release request

The overall organization of the BMC Remedy ITSM Suite has three layers: modules, applications, and supporting subsystems.

• The top layer consists of modules that provide the interface to users, such as the Requester console. The Requester console interacts with a back-office application, such as BMC Remedy Incident Management or BMC Remedy Change Management. Conceptual organization
• Applications include the main BMC Remedy ITSM applications: BMC Remedy Incident Management, BMC Remedy Change Management, BMC Remedy Problem Management, and BMC Remedy Asset Management. These applications contain logic and user interfaces specific to those application areas.
• The final layer consists of supporting systems. This common set of systems supports the applications. Supporting systems contain generic logic that is specific to an application’s function without embedding functionality from other application that uses its services. Examples of supporting systems include Task Management System, Cost module, and Contract Management.

It provides the following primary functions:

• Determines notification recipients (group or individual)
• Specifies the notification text
• Initiates the notification delivery (BMC Remedy Alert, email, or pager)
• Logs the notification details