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SOLUTION WHITE PAPER

BMC Sofwares ITSM Solutions:Remedy ITSM & Service Desk Express

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TABLE OF CONTENTS

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

BMC Remedy Service Desk Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

BMC Service Desk Express / ITSME - Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

ITIL Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Analyst Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

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INTRODUCTION

Why does BMC Sofware have two service desk solutions? There are many reasons, and some o these are outlined in this

document. What are the two solutions?

BMC Remedy Service Desk is a core component o BMCs Business Service Management solution strategy. Remedy and BSM1.

are targeted at the global 2000 large enterprise market. Remedy customers demand extensive customization capabilities, as

well as multiple platorm support, multilingual support and a CMDB with ederation and reconciliation unctionality.

BMC Service Desk Express (SDE) is a core component o BMCs IT Systems Management Express solution strategy. Service2.Desk Express and the ITSME strategy are targeted at midsize organizations or depar tments o larger companies. SDE

customers want a ser vice desk solution that is easy to install, easy to maintain, easy to use and provides a low total cost o

ownership.

Together, Remedy and Ser vice Desk Express make BMC the worldwide market leader in Problem Management. Without both

service desk products, HP would be the market leader. It is important to understand customer needs beore promoting one

solution over the other. This document is intended to help you determine which solution is best or the customer.

Although they both provide eatures like incident management, change management, and prob lem management, there are

many differences between Remedy Service Desk and Ser vice Desk Express. Here are some o the key data points to consider

when choosing between these two industr y leading solutions.

** Please note that all o these items are simply guidelines and are not strict rules.

For example, typically customers whose budget is less than $75,000(55K Euro) are better candidates or SDE, however some

customers have spent much more on an SDE purchase. Generally customers who need an implementation within a ew

weeks or less will be better suited with SDE.

I a customer is very ITIL ocused and needs extensive customization capabilities, Remedy may meet their needs better. I they

need a multilingual or localized system, Remedy is generally the better choice.

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Service Desk Express / ITSM Express BMC Remedy ITSM / BSM

Commercial

BudgetGenerally, customer has smaller budget (less tha n $75K)

and shorter sales cycle.

Generally, customer has a larger budget (over $75K) and

longer sales cycle.

ImplementationImplementation time usually needs to be within w eeks

and around $25K.

Longer implementation time o mo nths and $150K is typical

and acceptable

MarketTargeted at midmarket and departments o large

organizationsThe target market is large Enterprise Market global 2000

IT Staff

Tend to be midsize companies with smaller I T staff, or a

department within an enterpr ise that needs a quick ROI

and low TCO solution. Staff usually wears multiple hat s.

Target customers tend to be large enterprise comp anies with

larger global IT staff with customization skills

Admin

Best suited or organizations with part-time administrator

and little or no development staff or need or

customization and integration

Best suited or organization that has ull-time

administrator(s) and development staff or customization

and integration.

Features

ITILITIL v3 compatible in 7 processes (Pink Veriy) see below

or more details.

ITIL v3 Compatible in 11 processes (PinkVeriy) Remedy is

the only ITIL certified product in the market.

L10N UI only available in English. Localization toolkit availableor select L1 partners.

Product UI localized in English, Japanese, French, German,Spanish, Italian, Russian, Korean, and Simplified Chinese.

Platorm

SDE only installs on a Windows OS. Supports SQL Ser ver

and Oracle Databases. SDE Staff must use MS Internet

Explorer. SDE end users can use IE, Fireox, Saari.

Installs on Windows and Unix OS. Support s Oracle, Sybase or

Inormix, DB2. Supports multiple browser types

Customization

Best fit or customers that require a strong ootb eature

set and do not want much c ustomization. SDE is easy to

configure with little technical knowledge or training, using

ootb wizards.

Best or customers who want strong ootb eatures as well

as extensive customization capabilities to build the solution

based on their organizational needs

CMDB

Best suited or organizations that are satisfied wit h a basic

CMDB with ability to build a servic e catalog making the

connection between assets and business services.

Best or organizations that need advanc ed Atrium CMDB

capabilities such as ederated databases, reconciliation, and

automated relationship mapping.

Integration

Best fit or the organizations interested in a ew ootb

integrations with configuration management (inventorydiscovery), Event/Perormance Management (Network

and Inrastructure Monitoring), password Management,

and remote support. The SDE integration engine can be

used to easily create additional integrations.

Best or the organizations that want extensive ootbintegrations with BSM solutions including Service

Impact Management, Topology Discovery, and Capacity

Management

SLAIncludes basic time-based perormance SLA tracking to

help meet service levels

Provides a robust time-based, availability, threshold- and

event-monitoring Service Level Management, including

the ability to assess the cost o service, Follow the sun type

examples

Asset

Provides asset inventory and tracking to identiy rec ord,

control, modiy, and, remove IT assets. Also support s

sofware license monitoring and reporting.

Provides extensive Asset and Financial Management that

supports the ull asset liecycle process and provides

detailed asset inormation in support o other Service

Management processes

Categorization Has basic Incident categorization unctionality to meet theorganization needs

Has a detailed Incident categorization capabilities, suc h as

product and operational, that gives flexibility to accurately

classiy the incident and helps in producing a detailed report s

Permissions Group based permissionsRole based permissions. Can identiy u sers as VIP and

assists in aligning SLO and SLA's accordingly.

Incident state Form and text based view o Incident state and status.

Has a GUI based indication o the particular stage o Incident,

e.g. Incident Detection and Recording, Classification and

initial support, Invest igation and Diagnosis, Resolution and

Recovery, Incident closure

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BMC REMEDY SERVICE DESK OVERVIEW

BUSINESS CHALLENGE

Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge. Yet, in view o

todays highly complex and changing IT inrastructures, you must not only effectively streamline your incident and problem

management processes, but you must also reduce costs and expedite service while maintaining quality service levels.

BUSINESS NEED

Eliminate redundant incidents, encourage user sel-service to reduce volume o service desk cases

Reduce resolution times and ser vice outages, avoid missing service level agreements (SLAs)

Merge geographically or organizationally separate help desks into a single point o control

Identiy business services affected by incidents and problems to prioritize resources accordingly

Transition rom a fire-fighting mode to a proactive, service-oriented mode

OUR SOLUTION

BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number

o incidents handled , improve resolution times and prevent uture incidents rom occurring, while improving IT staff efficiency.

Part o an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best

practices and paves the way or Business Service Management (BSM) attainment.

KEY FEATURES & BENEFITS

Single ITSM suite supports all ITIL service suppor t needs (architecture to integration, implementation to support .

Hundreds o successul implementations ensure proven, successul , best practices approach.

Service Desk Consolidation capabilities. Scalable solution supports multi-tenancy and multi-lingual implementations.

Single, central, shared data model. Unified ser vice view across all unctions and processes (through the BMC Atrium CMDB),

unified architecture (BMC Remedy AR System) eliminates point-to-point integrations to maintain.

Full automation and seamless integration. BMC reduces calls to the service desk through ull automation o service requests

and integration to the same workflow engines that make the BMC Remedy Service Desk a market leader

BMC Atrium CMDB provides analysts with holistic views o the IT inrastruc ture supporting critical business services

Best practice Incident Management processes manages entire incident resolution process driving aster MTTR

Best practice Problem Management processes remove deects rom the IT inrastructure, eliminate recurring incidents, and

stabilize the environment

Integrated Knowledge Base: Access to common solutions, known errors, workarounds , or incident resolution

Sel-Service lets users search FAQs, known solutions, and workarounds to common issues to encourage user sel-

sufficiency and reduce call volumes

Ability to prioritize incidents according to business impact, allowing IT staff to ocus efforts where it matters most

BMC Atrium CMDB as the physical asset repository: eliminates separate investments (and integrations)

Natively Built or Purpose - IT asset management with a ull suite o ser vice support applications

Flexible architecture to quickly extend and adapt out-o-the-box workflows and data model without programming

Provides visibility, transparency, and control across your IT organization. Tie together the process, implementation, and

verification components o deploying IT changes through cross-silo integration based on a ac tory-architected, ITIL-based

CMDB

Acknowledged industr y leader in ITSM, process automation and in CMDB implementations

Fast-tracks ITIL initiatives. Accelerates implementations up to 50% (visual, process guide to implement and perorm ITIL

service support best practices

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BMC SERVICE DESK EXPRESS / ITSME OVERVIEW

BUSINESS CHALLENGE

It is important that IT solutions add value by activating business and impac ting the bottom line. Selecting the right service

desk or help desk or managing operations can help accomplish this goal. Midsized businesses need to move rom home-grown and legacy help desk tracking sofware to more ully integrated ser vice desk solutions that support ITIL best practice

methodologies. The right ITIL service desk sofware can deliver improved financial perormance, increased manageability, and

organizational alignment.

BUSINESS NEED

Align people, processes and technology to improve operational efficiency and become more proactive

Improve accountability and visibility o IT service and support

Automate the help desk process utilizing browser-based ITIL service desk sofware

Reduce costs and incident call volume by implementing service management sofware

Decrease help desk response and resolution times and improve customer satisaction

OUR SOLUTION

BMC ITSM Express is a modular solution that integrates industr y-leading products to meet the demands o service,

perormance, and compliance through IT Inrastructure Library (ITIL) best practices. This unique offering gives you the flexibility

to buy what you need and when you need it. It offers out-o-the-box integration between BMC Service Desk E xpress Suite and

other BMC ITSM Express products to deliver proactive service management through the resulting synergy.

KEY FEATURES & BENEFITS

Connect s requests to people, places, and assets efficiently through browsers and e-mail using a ully integrated help desk

system

ITIL service desk sofware automates service and request processes and supports core ITIL best practices

Adapts easily to changes in your business with point-and-click customization and can be used wherever service or request

management is required

Saves you time and money on implementation and administration, reduces your overall cost o support, and is easy and quick

to implement

Provides 24x7 access to technicians and end users through a flexible browser-based help desk solution

Reduces call volumes and increases satisaction with Sel-Service Help Desk included at no extra charge

Keeps you inormed about your service management business with report s on ser vice response times and average

response rates

Move rom reactive to proactive service management by having an integrated solution

Gain control o IT assets and inrastructure to reduce costs while improving service quality

Manage IT changes more effectively to minimize business disruptions

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Native integrations to configuration management, password management, remote support and perormance management

tools automate manual tasks to improve productivity

ITIL ALIGNMENT

BMC AND ITIL

BMC Sofware provides sofware and ser vices to help your organization put ITIL into practice. Both SDE and Remedy ITSM

have PinkVeriy validation or ITILv2 and v3. BMC was the first vendor worldwide to be given ITILV2 accreditation and ITILv3

accreditation.

The detail below shows the PinkVeriy table or SDE and Remedy ITSM. SDE is compatible with 7 ITIL processes and Remedy

ITSM is compatible with 11 processes. Customers who require advanced ITIL compatibility such as Event Management and

Availability Management will more likely preer Remedy.

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Both solutions utilize the Service Management Process model or Align Ability Process model to aid implementation,

training and ongoing use o the solutions. When the Align Ability Process Model is applied to SDE, it also attains ITIL Release

Management compatibility, based on the sel assessment.

ANALYST VIEWS

SDE has limited analyst coverage, as most analysts ocus on the large enterprise market, which will purchase these repor ts

and pay or consulting with them. Gartner now only covers enterprise products, or example. They used to report on SDE and

smaller competitors beore SDE was acquired by BMC. Remedy is covered by several analysts such as Gartner, IDC, Forrester

and Yphise. Below are some details rom recent analyst reports.

THE FORRESTER WAVE: SERVICE DESK MANAGEMENT TOOLS, Q1 2008

Forrester reports on large enterprise and small enterprise markets. They show Remedy as a leader in both categories.

Excerpts: In Forresters 96-criteria evaluation o service desk management tools vendors, we ound that BMC Sofwares

Remedy IT Service Management, C A, HP, and IBM lead the pack or large enterprises because o the depth and breadth o their

offerings that integrate the service desk into a complete IT service management ramework Large enterprises are less likely

to be happy with the other products in our evaluation BMCs Service Desk Express Suite, FrontRanges HEAT, and Numaras

Track-It!

However, midsized enterprises those with ewer users being supported, less complex requirements, or more limited needs

will find a market with numerous choices and less clear differentiation.

With the combination o BMC Remedy IT Service Management and BMC Service Desk Express Suite, BMC has assembled a

suite o tools that can fit an organization o virtually any size. At the upper end, the market-leading Remedy product line has

been integrated into the companys Atrium suite, with the underlying CMDB shared among all components o the Atrium line

developed in Remedys Action Request (AR) language. ... BMC Service Desk Express Suite, the ormer Magic Help Desk product

line, is targeted or organizations with 2,500 or ewer employees

By their sheer breadth o available unc tionality and capabilities, BMC, CA, HP, and IBM score at the top o the pack. However, a

decision to implement one o these products within a smaller organization may lead to higher implementation and management

costs or an implementation that will only take advantage o a rac tion o the products capabilities.

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GARTNER MAGIC QUADRANT FOR IT SERVICE DESK NOV2008BMC Remedy is positioned as a visionary leader. http://mediaproducts.gartner.com/reprints/bmc/article21/article21.html

YPHISE RANKS BMC NUMBER 1 FOR SOFTWARE ASSET MANAGEMENT

Independent Researcher Yphise Ranks BMC Asset Management as the Best Sofware Asset Management Solution Yphise

certifies BMC Asset Management as the best-ranked sofware solution or the Sofware Asset Management business case.

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BMC, BMC Sofware, and the BMC Sofware logo are the exclusive properties o BMC Sofware, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending

registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. UNIX is the registered trademark o The

Open Group in the US and other countries. Tivoli and IBM are trademarks or registered trademarks o International Business Machines Corporation in the United States, other countries, or both. IT

Inrastructure Library is a registered trademark o the Office o Government Commerce a nd is used here by BMC Sofware, Inc., under license rom and with the permission o OGC. ITIL is a registered

trademark, and a registered community trademark o the Office o Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Sofware, Inc., under

license rom and with the permission o OGC. All other trademarks or registered trademarks are the property o their respective owne rs. 2009 BMC Sofware, Inc. All rights reserved. *105864*

An excerpt rom the Yphise report:

YPHASE RANKED BMC ATRIUM NUMBER ONE FOR CMS

Independent Researcher Yphise ranks BMC Atrium CMDB as the best among the competition Yphise certifies BMC Atrium CMDB

as the best-ranked sofware solution or the CMS business case. Heres an excerpt rom the Yphise report:

An excerpt rom the Yphise report:

BUSINESS RUNS ON IT. IT RUNS ON BMC SOFTWARE.

Business thrives when IT runs smarter, aster, and stronger. Thats why the most demanding IT organizations in the world

rely on BMC Sofware across both distributed and mainrame environments. Recognized as the leader in Business Service

Management, BMC offers a comprehensive approach and unified platorm that helps IT organizations cut cost, reduce risk, and

drive business profit. For the our fiscal quarters ended June 30, 2009, BMC revenue was approximately $1.88billion. Visit www.

bmc.com or more inormation.

BMC Remedy Asset Management has the best coverage o our list orequirements. The solution uses BMC Atrium Configuration Manage-ment System as a single and unified repository that manages bothsofware assets and configuration items (CIs). This provides a quick

understanding o the relationships between sofware assets and business services.We appreciate the seamless integration into BMC Remedy Change Management and BMCService Automation solutions. This helps automate and control the various processes thatinvolve sofware assets, such as service provisioning or legal compliance enorcement..

BMC Atrium CMDB (BMC) provides best coverage o our list o requirements. It stands out in each o the our dimensions. The solution also ranked first in our 2007 CMDB sofwareassessment. This highlights its maturity and suitability or investing in this business case.The vendor also provides two solutions, BMC Analytics or BSM and BMC Dashboards orBSM, to acilitate inormation display at the executive level.