BMC Service Management Process Model

BMC Service Management Process Model helps you align people, processes, and technology through the use of visual IT Infrastructure Library® (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.

This field-proven service management process model:

  • Natively integrates workflows, data, and tasks across incident, problem, change, configuration (CMDB), service request, service level, and asset management
  • Can be customized to fit organization-specific requirements
  • Gives you the benefit of years of continuous process improvement, hundreds of successful implementations, and an unsurpassed training curriculum
  • Saves at least four months of process definition effort
  • Provides easy Web-based access to detailed instructions
  • Minimizes training requirements for IT staff


By including the BMC Service Management Process Model as part of your BMC Remedy implementation, you will:

  • Implement service management processes quickly with minimized risk
  • Achieve process efficiencies and reduce operating costs
  • Respond more quickly to new IT service demands from the business
  • Improve staff productivity by automating standardized processes, policies, routine tasks, and customer self-service
  • Increase process maturity to meet audit and regulatory requirements
  • Demonstrate the value of service management and continuously improve processes with business service metrics and key performance indicators that span functional areas



BMC Service Management Process Model is split into two modules: the Service Support module and the Service Delivery module.

The Service Support module provides the basis for a solid service management implementation. This module consists of the following six processes:

» Configuration Management
» Incident Management
» Problem Management
» Change Management
» Release Management

The Service Delivery module includes the more advanced processes for mature service provider organizations that already have stable service support processes in place. This module is made up of:

» Service Level Management
» Availability Management
» Capacity Management
» Continuity Management
» Financial Management


You will save at least four months of process definition effort by using BMC Service Management Process Model. Apart from the obvious cost savings, BMC Service Management Process Model also helps you by eliminating all major risk factors that are associated with service management implementations. The risk that you cannot come to an agreement during the process definition phase — or that the agreed-upon processes cannot be supported by your service management application without several months of customization effort — no longer applies when BMC Service Management Process Model is employed.

This complete solution includes the service management processes, the service management application that supports these processes, and the work instructions on how to use the service management application to follow the processes, as well as a detailed implementation plan that describes how the BMC Remedy IT Service Management Suite and BMC Service Management Process Model can be leveraged to implement and support the ITIL® processes in your organization.


Contact RightStar to request a personal demonstration



Show Buttons
Hide Buttons