BMC Remedy - Enterprise Business Management ERP



BMC Remedy Service Management is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive.

Smart Reporting
Turn powerful reports into stunning dashboards quickly and easily

Incident and Problem Management  
Create and resolve incidents faster with context-aware incident matching; automatically detect and manage recurring incidents

Knowledge Management 
Bring key information to customers and support personnel, right where they need it

Change Management 
Document and coordinate change request activity across your entire IT landscape — from data centers to desktops

Release Management
Combine multiple change requests into a single release and manage all related activity in support of a successful release

Service Request Management
Define a catalog of service request types that reflect what services you offer to internal or external customers

MyIT Self-Service ›
Context-aware self-service app that's social, mobile and formless

Asset Management ›
Complete lifecycle management of IT assets, from procurement to end-of-life

Service Level Management ›
The tools you need to define, track, and report service levels

Configuration Management (CMDB) ›
Support ITSM processes with a single source of reference for your IT infrastructure and services

Virtual Chat ›
Self-service feature combines a virtual agent and live chat to improve productivity, lower IT support costs, and boost customer satisfaction

Custom Applications
Build everything from simple forms, to two-way integrations, to rich applications

Platform Administrations
Easily manage your server, LDAP and email integrations, application and security preferences

The following image shows you where to install the BMC Remedy IT Service Management (ITSM) Suite components:

 BMC Remedy AR System server BMC Remedy AR System installer

BMC Remedy AR System server

BMC Remedy AR System installer

Installs the following features:

The BMC Remedy AR System server installer installs the following features:

  • BMC Remedy AR System server
  • BMC Remedy Email Engine
  • BMC Remedy Approval Server
  • Assignment Engine
  • Flashboards

It also installs the following plug-ins:

  • AR External Authentication (AREA) LDAP
  • AR System Database Connectivity (ARDBC) LDAP
  • Web Services
  • Simple Network Management Protocol (SNMP)
  • Full Text Serach (FTS)

BMC Remedy Mid tier

BMC Remedy AR System installer

Installs the following features:

  • BMC Remedy Mid Tier
  • Apache Tomcat JSP engine
  • (Windows only) BMC Remedy ODBC DLLs and driver for SAP Crystal Reports
  • (Windows only) ARWebReportViewer application

Note: Install BMC Remedy AR System server and BMC Remedy Mid tier on different computers.

BMC Remedy AR System client

BMC Remedy AR System installer

Installs the following features:

  • BMC Remedy Developer Studio (and the Localization Toolkit)
  • BMC Remedy Data Import
  • Atrium Integrator Spoon

Note: The Clients option is Windows only; it is not available for Linux or UNIX.

BMC Atrium Core

BMC Atrium Core

BMC Atrium Core installer

Installs the following features:

  • BMC Atrium CMDB
  • Reconciliation Engine
  • Normalization Engine

Note: You cannot install BMC Atrium CMDB on a remote AR System server. You must install BMC Atrium CMDB on the computer on which BMC Remedy AR System is installed.

BMC Atrium Integrator server

Atrium Integrator server installer

Installs only the BMC Atrium Integrator server.

Note: Install BMC Atrium Integrator server on the computer on which you have installed BMC Remedy AR System server.

Atrium Integrator client

Atrium Integrator client installer

Installs only the Atrium Integrator client.

Notes:

  • The Atrium Integrator client is supported only on Windows.
  • You cannot install the Atrium Integrator client on the same computer on which the Atrium Integrator server is installed.

BMC Atrium Core Web Services

BMC Atrium Core installer

Installs the following features:

  • BMC Atrium Core Web Services
  • BMC Atrium Core Web Registry

Note: Install BMC Atrium CMDB on a computer other than the one on which BMC Atrium Core Web Services and BMC Atrium Core Web Registry are installed. Also, install BMC Atrium Core Web Services and BMC Atrium Core Web Registry on the same computer.

BMC Remedy ITSM applications

BMC Remedy ITSM core applications

BMC Remedy ITSM Suite installer

Installs the following features:

  • BMC Service Desk (includes BMC Incident Management and BMC Problem Management)
  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management

Multi-tenancy fixes

BMC Remedy ITSM Suite installer

Note: During the installation, the Multi-tenancy Workflow Customization Information panel appears if you installed the 8.1 version of BMC Service Request Management.

BMC Service Level Management

BMC Service Level Management

BMC Service Level Management installer 

Installs BMC Service Level Management Primary Server.

BMC Service Level Management Collector

BMC Service Level Management installer 

Installs BMC Service Level Management Collector.

BMC Service Level Management Collection Point

BMC Service Level Management installer 

Installs BMC Service Level Management Collection Point.

BMC Service Request Management

BMC Service Request Management

BMC Service Request Management installer

Installs BMC Service Request Management.

Data Visualization modules 

 

Upgrades Data Visualization modules.

Note: If you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.

BMC Remedy ITSM Process Designer

Process Designer Integration and Configuration Tool (PDICT)

Process Designer Integration and Configuration Tool installer

Installs Process Designer Installation and Configuration Tool (PDICT).

Note: You can install PDICT on any Windows-based client computer with network access to the AR System server, or directly onto the AR System server itself (if it is Windows-based). For Solaris- or Linux-based servers, you should install PDICT on a Windows client computer.

Installing the Process Designer server

Process Designer server installer

Installs the Process Designer server.

BMC Atrium Single Sign-On

BMC Atrium Single Sign-On

BMC Atrium Single Sign-On installer

Note: Do not install BMC Atrium Single Sign-On on a computer on which you have installed BMC Remedy Mid tier or the BMC Remedy AR System server.

Tools and utilities

Best Practice Conversion Utility

Best Practice Conversion Utility installer

Note: Obtain the latest version of the BPCU and the hash file from the BMC Developer Network Community website.

BMC Remedy Migrator

BMC Remedy Migrator installer

Note: Always download and install the latest BMC Remedy Migrator version available when you are migrating delta data.

Other components

Help system

Help

Note: To make Help available to the application's users, you must install it on a computer that is running a web server, which is typically a different computer from the computer on which the application is installed. Typically, you can install the Help system on the computer on which you have installed BMC Remedy Mid Tier.

Additional language packs

Respective installers

You can install additional language packs during or after installation.

Minimum set of features needed to install other BMC products

The following table lists the minimum set of features you need when installing other BMC products:

Component

Minimum features

BMC Atrium Core

  • AR System server
  • Approval Server
  • Assignment Engine
  • Atrium Integrator Spoon

BMC Remedy ITSM

  • AR System server
  • Approval Server
  • Assignment Engine
  • Atrium Integrator Spoon
  • Full Text Search (FTS) Configuration if you plan to install BMC Knowledge Management

BMC Service Request Management

  • AR System server
  • BMC Remedy Approval Server
  • Assignment Engine
  • Atrium Integrator Spoon

BMC Service Level Management

  • AR System server
  • BMC Remedy Approval Server
  • Assignment Engine

 

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