itsm 7.6.03 release notes

BMC Remedy IT Service ManagementVersion 7.6.03August, 2010

BMC Software is releasing version 7.6.03 of the BMC Remedy IT ServiceManagement suite. These release notes supplement the product documentation anddescribe enhancements and resolved problems in this version.

Note Before you install the product, check the Customer Support website at http://www.bmc.com/support for: Updated documentation (for example, flashes and technical bulletins) Product downloads, patches, and fixes (PTFs) Product availability and compatibility (PAC) data

The following topics are discussed:BMC Remedy IT Service Management overview ........................................................2What's new in BMC Remedy IT Service Management 7.6.03 ....................................2

What's new in BMC Remedy Asset Management ............................................3What's new in BMC Remedy Change Management ........................................3What's new in BMC Remedy Service Desk ........................................................4What's new in application administration .........................................................4What's new in the BMC Remedy IT Service Management documentation 5Other new features ................................................................................................6

Known issues and workarounds related to this release ...........................................10Known issues and workarounds for BMC Remedy IT Service Managementapplications ...........................................................................................................10Known issues and corrections for BMC Remedy IT Service Managementdocumentation ......................................................................................................13

Internationalization and localization information .....................................................16Installation information .................................................................................................17Compatibility information .............................................................................................19Related information ........................................................................................................19Support for BMC Remedy IT Service Management ..................................................21

Release Notes

142633*142633*

BMC Remedy IT Service Management overviewThese release notes provide information that you need if you are installing and usingBMC Remedy IT Service Management (BMC Remedy ITSM) 7.6.03 applications.

Note If you are upgrading from a BMC Remedy ITSM 7.0.x application, you must installBMC Remedy ITSM 7.0.x Patch 009 before upgrading to BMC Remedy ITSM 7.6.03.Depending on your current patch level, you might have to install patch 007 beforeinstalling patch 009. For more information, see the ReadMe document that isincluded with BMC Remedy ITSM 7.0.x Patch 009.

Read these release notes thoroughly before installing the software and beforecontacting Customer Support to report a defect.

BMC Remedy IT Service Management includes the following applications: BMC Remedy Asset ManagementThe BMC Remedy Asset Management

application tracks contracts, financial costs, software licenses, outage indicators,and more for the lifecycle of the enterprise configuration items (CIs) stored in theBMC Atrium CMDB application. It helps reduce the total cost of ownership of CIsand increases return on investment.

BMC Remedy Change Management The BMC Remedy Change Managementapplication delivers comprehensive policy, process management, and planningcapabilities that help to increase the speed and consistency with which changesare implemented, while minimizing business risk and disruption.The Release management module included with BMC Remedy ChangeManagement is responsible for tracking and managing change and deploymentactivities. It also provides enhanced support for managing standard releaseactivities such as requestng, planning, designing, and so on.

BMC Remedy Service Desk (which includes BMC Remedy IncidentManagement and BMC Remedy Problem Management) The BMC RemedyIncident Management application helps to restore normal service operationquickly by managing all aspects of an incident, from its creation to its resolutionand closure. The BMC Remedy Problem Management application is used tomanage problem investigations, known errors, and solution database entries.

What's new in BMC Remedy IT ServiceManagement 7.6.03

BMC Remedy IT Service Management release 7.6.03 has been enhanced with thechanges and new features described in the following sections.

BMC Remedy IT Service Management overview

2 Release notes August, 2010

What's new in BMC Remedy Asset Management

This section lists the new and updated features in BMC Remedy Asset Management. Note

The topics referenced in the following list are in the "BMC Remedy AssetManagement User Guide," unless otherwise noted.

A wizard enables the management of license upgrades. For more information, see"Upgrading licenses."

A new tab on the license certificate enables licenses to be allocated to the usersentitled to use them. For more information, see "Relating licenses to people anddevices."

Work information entries can now be added to the license certificate in addition tothe software license contract. For more information, see "Adding work information."

License compliance details are now displayed in the main certificate record andsummary tables. For more information, see "Review a software license certificate andAbout certificate groups."

A new field has been introduced: Market Version. This field is used for licensecertificates. For more information, see "Adding a license certificate to a softwarecontract."

You can now use Suite Rollup rules to define a value to assign to the MarketVersionattribute and a BMC Remedy AR System qualification to select the instances that areassigned the new value. The purpose of this is to allow you to normalize multipleMarketVersion strings to a common value. You can configure whether a rule ProductCatalog entry has priority in nomralizing the MarketVersion value. For moreinformation on Suite Rollup, see the BMC Atrium Core Product Catalog and DML Guideand the BMC Atrium CMDB Normalization and Reconciliation Guide.

The Per CPU and Per Core multiplier license types have been enhanced so that youcan define multipliers or a processor value unit (PVU) based on the softwaremanufacturer and processor model. Optionally, you can define them based on theprocessor family and maximum clock speed. For more information, see the"Configuring BMC Remedy Asset Management" section in the BMC Remedy ITService Management Administration Guide.

What's new in BMC Remedy Change Management

This section lists the new or updated features in BMC Remedy Change Management.

What's new in BMC Remedy IT Service Management 7.6.03

BMC Remedy IT Service Management version 7.6.03 3

A new Key Performance Indicator (KPI) report is available for Standard Changes.For more information, see "Change Management KPIs" in the BMC Remedy ChangeManagement User Guide.

Now, if you reapply a template with tasks to a change request record when using theBest Practice view, the operation first deletes all tasks from the change request recordand then adds the template tasks again. This makes sure that only one instance of thetemplate tasks appear on the change request record. Take note that after you reapplythe template, you must re-create any manual tasks that you may have added to thechange request record before you reapplied the template. Previously, if youreapplied a template with tasks to a change request, the tasks added by the firstapplication of the template were kept. This meant that everytime you reapplied thetemplate, another instance of the template tasks was added to the change record.

When you configure a Release template, you can now associate a milestone to anActivity or a Change template that was added to the Release template. You can alsodefine the order in which the templates need to be executed. For more informationabout this, see the "Manifest settings" section in the BMC Remedy ITSM ConfigurationGuide.

What's new in BMC Remedy Service Desk

This section describes the new or changed features in BMC Remedy Service Desk.

Integration between BMC Remedy Incident Management and BMC RemedyKnowledge Management has been improved. The changes improve the way inwhich the system creates, modifies, and deletes associations between knowledgearticles and incident requests. These changes do not affect the way that you use system.

What's new in application administration

This section describes the new and updated configuration features. For moreinformation about these topics, see the BMC Remedy IT Service ManagementAdministration Guide.

For BMC Remedy Asset Management, the Per CPU and Per Core multiplier licensetypes have been enhanced so you can define Multipliers or a Processor Value Unit(PVU), based on the software manufacturer and processor model. Optionally, youcan also define them based on the processor family and maximum clock speed.

When you add an Activity template to a Release template, you can associate aMilestone to the activity. When the user, such as Mary Mann, the Calbro releasecoordinator, creates a Release record using the Release Template, activities (createdfrom the associated template) appear in the Manifest tab.



What's new in the BMC Remedy IT Service Managementdocumentation

This section describes what's new in BMC Remedy IT Service Managementdocumentation.

Documentation name changes

The BMC Remedy IT Service Management Configuration Guide is now the BMC RemedyIT Service Management Administration Guide.

The names of the BMC Remedy IT Service Management application user's guideshave been changed to "BMC Remedy applicationName User Guide." For example, theBMC Remedy Asset Management User's Guide is now the BMC Remedy AssetManagement User Guide.

BMC Remedy Incident Management User Guide

The BMC Remedy Incident Management User Guide now contains conceptual andpractical information about Knowledge Centered Support (KCS) best practices. Tofind out more about KCS best practices, see "Creating a Knowledge Base Article" and"Searching for Matching Records in the guide." Updates also are included for newfunctionality, such as the new IT Home Page and reporting console.

BMC Remedy Problem Management User Guide, BMCRemedy Asset Management User Guide and BMC RemedyChange Management Guide

Updates are included for new functionality, such as the new IT Home Page andreporting console.

BMC Remedy Concepts Guide

The BMC Remedy IT Service Management Concepts Guide has been expanded to includenew functionality, such as the new IT Home Page. Additional conceptual topics areincluded to provide broader coverage of the core ITSM applications.



Other new features

Depending on how your organization consumes the BMC Remedy IT ServiceManagement applications, the items in the following list might appear as newfeatures also. When you start BMC Remedy ITSM, the IT Home Page that displays the

Overview console appears by default. The IT Home Page is a consolidated consolethat provides an intuitive entry point from which you access your applications.The suite can be configured to display what you want to see on the IT Home Page.This can be done either by a system administrator for all users or you canconfigure just your user ID to see your views.

There is a new People Management Console that enables you to make company,location, support group, functional role, or application permission updates tomultiple People records with a single operation.

You can now resize many of the key application forms. The Reporting Console is updated. Existing reports have been converted to the web-

based format, which provides additional options for saving and viewing thereports. All available Print reports have been converted.The following out-of-the-box reports have been converted in this version of BMCRemedy ITSM:

Table 1: Converted BMC Remedy ITSM reports

Report name Description

BMC Remedy Asset Management ConsoleServer Counts by OS The number of servers, organized by operating systemExpiring Contracts By Date Range For a selected contract type, expiring contracts by

expiration date rangeDepreciation Costs By Date Range Cost of the items depreciation. The depreciation

records are grouped by CI.Active Product Names For each product in the Product Catalog that is

deployed in the organization, the number of CIs andthe number of software license certificates

Certificates Breached or Approaching Breach Software license certificates that have been breachedand certificates that are approaching breach

BMC Remedy Incident Management Console




Incident Details by status and Assigned Groups Provides a summary of all incidents by status.The user can also select an assigned group to seeIncident details.For additional details about the incident, the user canselect the incident record in the report to view theIncident form and take required action.

Open Incident Count by Assigned Group andAssignee

Provides a count of incidents by Assigned Groupand each Assignee in the group

Open Incident Counts by Product Categorization Provides a breakdown of incident counts for eachproduct category (for example, under Hardware thecount for Processing Unit)

Resolved Incident Volume by Product Categorization Displays details of all resolved incidents based onTier 1 product categorization

BMC Remedy Problem Management ConsoleAll Known Errors by Coordinator Group Lists all known errors, based on the problem

coordinators groupAll Problem Investigations by Coordinator Group Lists all problem investigations, based on the

problem coordinators groupOpen Problem Investigations by Service Lists open problem investigations, grouped by serviceResolved Problem volume by Product Categorization Lists closed, completed, rejected, or cancelled

problem investigation records grouped by productcategory

BMC Remedy Change Management ConsoleChanges by Manager and Scheduled Start Date Shows all change requests grouped by the change

manager and scheduled start dateChanges with Related Incident records Shows all change requests with related Incident

recordsChanges with Related Problems records Shows all change requests with related Problem

recordsChanges Scheduled by Configuration Item Shows all scheduled change requests grouped by

configuration itemChange Risk Reports by Scheduled Start Date Shows all change requests grouped according to

their Risk Level and Scheduled Start DatesBMC Remedy Release Management ConsoleReleases Scheduled by Configuration Item Shows all scheduled release requests grouped by

configuration itemReleases Scheduled by Service Shows all releases scheduled by Service CI, grouped

by Service CI Name




Cost Summary/Year - Quarter by Service - ActualCosts

Cross-tab report provides the actual costs by theService CI

Releases with related Problem records Shows all release requests with related Problemrecords

Releases Risk and Impact Report by Scheduled StartDate

Shows all releases with details of risk and impact,grouped by their scheduled start date

Improved wide area network (WAN) performance for the applications New change templates to manage the lifecycle of change requests to provision,

decommission, and extend virtual machines (VMs) New task templates to support the new change templates New option to create custom change lifecycle processes and associate the custom

processes with change templates Enhanced risk analysis to provide greater flexibility in risk factor questions and

derived risk calculation Enhanced approval mapping to allow approval mappings based on both

configuration item (CI) and impacted area Enhanced selection for displaying approvers of a change request to include future

approvers or all approvers New copy task functionality to copy tasks when copying a change request Explore CI selection on the Quick Actions list now available on the Task form to

launch a CI in Atrium Explorer Enhanced risk report includes change impact and priority Back option in the process flow bar, so you can return to a previous status in the

change process Decommission schedules, which are a new type of schedule that provides:

Notification for the upcoming decommission of a VM Automated workflow actions to decommission the VM



Performance benchmarks for updating records from thePeople Management console

The following tables record how long various operations took using the PeopleManagement Console in two different environments: prefetched LAN andprefetched WAN.

Information about the environments appears after the tables.

Table 2: LAN performance

Action Time

Open User Management Console 3 secondsOpen Update Panel with 100 records 3 seconds

Table 3: WAN performance

Action Time

Open User Management Console 6 secondsOpen Update Panel with 100 records 7 seconds

The server and the clients were in the following locations: All serversSan Jose, California LAN ClientSan Jose, California WAN ClientPune, India

The following table describes the hardware environment in which the performancetests were run.

Table 4: Hardware environment

Client/serverdescription

Virtual or physicalmachine

CPUs RAM Latency

BMC Remedy ARSystem server

Virtual 4 x 2.4 GHz 4 GB Not applicable

BMC Remedy MidTier server

Virtual 2 x 2.4 GHz 2 GB Not applicable

Database server Physical 4 x 2.4 GHzquad core

16 GB Not applicable



Client/serverdescription

Virtual or physicalmachine

CPUs RAM Latency

LAN client Physical, desktop 2 x 3.4 GHz 2 GB Not applicableWAN client Physical, desktop 2 x 3.4 GHz 2 GB 299 ms

The test environment used BMC Remedy AR System server version 7.6.02 and thefollowing software: Operating system (servers)Windows 2003 Server Operating system (clients)Windows XP BrowserMicrosoft Internet Explorer 7.0 DatabaseOracle 10g

Known issues and workarounds related tothis release

The following issues remain open for this release.

Known issues and workarounds for BMC Remedy IT ServiceManagement applications

The following issues remain open in the BMC Remedy IT Service Managementapplications.

The following table lists a tracking number if BMC assigned one to the issue.

Known issues and workarounds related to this release


Trackingumber

Product Issue

SW00370208 BMC Action RequestSystem

Running Adobe Flash Player 10.1 on Internet Explorerbrowsers is not supported with BMC Service Supportapplications (such as BMC Service Request Managementand BMC Remedy Action Request System). If you usethis version on Internet Explorer browsers, consoles suchas the Request Entry Console are not rendered properly,and the consoles might be difficult to use. The issue canbe seen on the home page and in KPIs in the consoles.For more information about this Adobe issue, see issueFP-4951 at www.adobe.com.Workaround: Do not upgrade to Flash Player 10.1. If youhave already upgraded, downgrade to version 10.0.

SW00368384 BMC Remedy AssetManagement

BMC ADDM 8.x (formerly the Tideway discoveryproduct) does not send BMC_PROCESSORcategorization to Atrium catalog forms. This means thatthe processors in your environment do not appear in theproduct catalog.Workaround: After running the discovery job, performthe following procedure:

1 If it is not already present, manually create thenormalization job for the discovery dataset (forinformation about how to do this, see the BMCADDM 8.x documentation).

2 Make sure that the Normalization Configurationsettings are set to normalize the BMC_Processor class.

3 Run the normalization job.

4 Verify that the product catalog is updated with theprocessors in your environment.

SW00271343 BMC Remedy ChangeManagement

Users can add ad-hoc approvers even when there is not asubsequent approval phase.Workaround: Do not add ad-hoc approvers if there is nosubsequent approval phase. Because there are noapproval phases, adding ad-hoc approvers does notaffect approvals.


Change reassignment notifications are also sent to userswho do not have the functional role of an InfrastructureChange Assignee.Workaround: Ignore reassignment if the user does nothave the functional role of an Infrastructure ChangeAssignee.



Trackingumber

Product Issue


The Change Timing field was renamed to Class in BMCRemedy Change Management version 7.6.00. However,on the flashboards that relate to the Class field forChange Management, the field label is still displayed asChange Timing.Workaround: Enter the Class value in the ChangeTiming field.

SW00359510andSW00354433

BMC Remedy ChangeManagement

The Impact/Priority column of the Risk Report, DerivedFactors table does not display the value of the attachedconfiguration item (CI).WorkaroundTo view attached configuration items for a changerecord, open the change record and go to theRelationship tab. You can view the configuration itemfrom there.


When Task Phase Management is enabled, if you add anew task without assigning a phase to a change requestthat was restarted, any subsequent tasks created andassociated to a phase are not activated when the changerequest reaches that particular phase.Workaround: If Task Phase Management is enabledassign a phase to all tasks, especially when adding tasksto a change request that has been restarted.


The Change Lifecycle Process Flow for ChangeManagement can be configured only in English.Workaround: The Change Lifecycle Process Flow forChange Management for all locales must be configuredin English.



Trackingumber

Product Issue


The following issue applies to change requests at theimplementation phase.When all of the following conditions are present for achange request at the Implement phase, moving thechange request from the implementation phase to thenext phase locks the change request. When the changerequest is locked, users cannot move the change requestto the next phase.

Task Phase Management is enabled .

The Enforce Task Closure option in the Change RulesConfiguration is set to No.

There are open tasks in either the Review, Planningor Implementation stage.

Workaround: Because you cannot update locked changerequests, make sure that the status of all tasks is set toClosed before moving a change request in theImplement phase to the next phase.


In Search mode, if you select the Relationships tab of thechange request, the Impact Analysis button does notappear.Workaround: Click another tab on the change requestform and return to the Relationship tab to view theImpact Analysis button.

SW00356019 BMC Remedy IncidentManagement

When using Classic view, if you drill-down in any of theKPI flashboards, the system displays an empty form.WorkaroundUse the Best Practice View to view the flashboards.

Known issues and corrections for BMC Remedy IT ServiceManagement documentation

The following issues remain open in the BMC Remedy IT Service Managementdocumentation.

The following table lists a tracking number if BMC assigned one to the issue.



TrackingNumber

Document Issue

SW00318786 BMC Remedy ChangeManagement User Guide

In the "Sending and Receiving Change Notifications"section of the BMC Remedy Change Management UserGuide, the Change Management group that is specifiedin the "Change Statuses when Notifications are Sent toGroups" table currently states Implementer Group.It should state Change Implementer Group.

SW00353088 BMC Remedy IT ServiceManagementAdministration Guide

The following information is missing from thedescription of the "Action on Schedule Dates Change"field under "Configuring Change Rules" in the BMCRemedy IT Service Management Administration Guide.Error Message: Selecting this option will display an errormessage if the user attempts to Save or Modify a changerequest where the Scheduled Date entered are earlierthan the current date and time. This will prevent a Userfrom saving or modifying a change request withScheduled Dates that are earlier than the current date.Warning: Selecting this option will display a warningmessage if the user attempts to Save or Modify a changerequest where the Scheduled Date entered are earlierthan the current date and time. The User will still be ableto save or modify a change request that has ScheduledDates that are earlier than the current date and time.No Action: Selecting this option will allow a User to saveor modify a change request where the Scheduled Dateentered are earlier than the current date and time. Nomessage will appear.

SW00354764 BMC Remedy IncidentManagement onlinehelp

BMC Remedy ProblemManagement onlinehelp

BMC RemedyAdministration onlinehelp

In the online Help index, you might see "UNTITLEDTOPIC" secondary level entries listed. You can click onthese entries to display the topics related to the primaryindex entry.



TrackingNumber

Document Issue

SW00369085 BMC Remedy IT ServiceManagementAdministration Guide

The following description of the Support Group Leadfunctional role appears in Table 46, "Functional Roles" in"Appendix A" of the BMC Remedy IT Service ManagementAdministration User Guide:"Allows the Support Group Lead of the Incident OwnerGroup to modify incidents that are closed. Can beapplied to either the Assigned or the Owner Group inthe Incident form."It should state: "Allows the Support Group Lead of theIncident Owner Group to modify incidents that areclosed".

SW00371719 BMC Remedy IT ServiceManagement InstallationGuide

Information about enabling directory browsing ismissing from the online Help installation information.The help installation information should include thisstatement: For users to be able to access help, you mustenable directory browsing on the web server that serveshelp. For example, on a Tomcat server, edit the conf/web.xml file and set directory browsing to true. If youdo not enable directory browsing, help starts but doesnot load any help topics.

SW00372050 BMC Remedy AssetManagement UserGuide

BMC Remedy ChangeManagement UserGuide

BMC Remedy IncidentManagement UserGuide

BMC Remedy ProblemManagement UserGuide

The following reporting related information is missingfrom the BMC Remedy application user guides:BMC Remedy ITSM Reports are available in both theBMC Remedy User Tool and the BMC Remedy Webinterface.On the User Tool, reports are available in the CrystalReports format. However, you will need BMC RemedyUser Tool version 7.6.03 or higher to be able to view thereports.On the web interface, a number of reports are availablein the Web format. Additional Crystal reports areavailable only if users have a valid Crystal license andhave chosen to install them for the web at the time ofinstallation.Note: The formats of the Web Reports and Crystalreports differ.



Internationalization and localizationinformation

Localized versions of BMC Remedy IT Service Management applications areavailable in the following languages: French German Italian Portuguese (Brazilian) Spanish Japanese Korean Simplified Chinese Russian

Note Sometimes characters in localized applications do not appear correctly. Typically,this problem appears in a localized application if your preferences are not setcorrectly. Make sure the centralized preferences are properly set for your locale. Forinformation about how to do this, see the BMC Remedy Action Request System Formand Application Objects Guide and the BMC Remedy Action Request System Form andApplication Objects Guide.

Using the User Language area of the installer, you can install localized views inmultiple languages at one time. English views are always installed.

Localized versions of reports are available in French, Japanese, and Korean.

Localized online Help for the BMC Remedy IT Service Management applications iscurrently provided for the languages in the list that follows. Administration help isavailable only in English.

Languages for which localized Help is available: French German

Internationalization and localization information


Italian Portuguese (Brazilian) Spanish

Note Localized Help will be available in the future for the following languages: Japanese Korean Simplified Chinese Russian

For these languages, BMC provides current English Help at the time of installation.

Note Localized PDF versions of the user and administration documentation is notavailable for BMC Remedy ITSM 7.6.03.

Installation informationThis section provides guidance about how to install the product and where furtherinstallation information can be found.

To install, use, and troubleshoot BMC Remedy ITSM applications

1 Read these release notes in their entirety to ensure that you have complied withall system requirements and that you understand any dependencies for BMCRemedy ITSM applications.

2 Before you run the product installer, make sure that you shut down all non-essential services on the target server.

The only services that should be running are those that you need to complete theinstallation.For example, if you are running the McAfee Host IntrusionPrevention and the BMC Impact Portal JBoss server, make sure you stop theseservices, but leave the BMC Atrium CMDB and BMC Remedy AR System Serverrunning (the installer needs these to complete the installation).

Installation information


Your system might be running other services, so make sure that you identify all ofthe processes running on the server before you start the installation.

If other, nonessential services are running during an installation, they contend forsystem resources, slowing, and in some cases halting, the installer.

3 Install the product according to the directions in the BMC Remedy IT ServiceManagement Installation Guide.

4 Install the latest patches for the BMC Remedy AR System, BMC Atrium CMDB,and BMC Remedy ITSM applications.

5 If pop-up blocking is turned on for a users browser and a dialog box or pop-upwindow does not appear, modify the pop-up blocker settings to add the ARSystem mid tier web server to the exception list.

6 If you have formatting problems in reports on the web, ask your administrator tomake sure the correct item is selected in the Crystal Report Viewer field of the ARSystem User Preference form, as described in the BMC Remedy IT ServiceManagement Installation Guide.

7 To take full advantage of all the flashboards included with the BMC Remedy ITService Management applications, you must have a BMC Remedy Flashboardslicense. To purchase a license, contact your sales representative.

8 If a problem occurs while you are installing or operating BMC Remedy ITSMapplications, follow these steps:

a See the latest version of the release notes to determine whether the problem isa known issue that has a resolution or workaround.

b See your product documentation to make sure that you are followingrecommended procedures.

c For troubleshooting information, see the following:

The troubleshooting section of the BMC Remedy IT Service ManagementInstallation Guide.

The appropriate knowledge base on the Customer Support website: http://www.bmc.com/support

The BMC Remedy Action Request System Error Messages guide.

The Error Messages form provided with BMC Remedy AR System formessage descriptions; to install the form, see the BMC Remedy Action RequestSystem Error Messages guide.

Installation information


d If you cannot find a solution or feel that the problem is one that should bereported to BMC for action, contact Customer Support by sending an emailmessage to [email protected]

Compatibility informationCompatibility matrixes for BMC products, which identify the hardware and softwarerequirements for installing this version, are available on the Customer Support website.

You can access the BMC Customer Support website at http://www.bmc.com/support

BMC recommends that you check the websites of your site's platform vendors toverify that those platforms are still supported. BMC does not support platforms thatare no longer supported by the vendor.

Related informationThe following table lists the documentation available for BMC Remedy IT ServiceManagement.

Unless otherwise noted, softcopy documentation is available with the product andon the Customer Support website at http://www.bmc.com/support.

Individual product documents (books and notices) are available on the CustomerSupport website. You can order hardcopy documentation from your BMC salesrepresentative or from the website. You can also subscribe to proactive alerts toreceive e-mail messages when notices are issued or updated.

Title Document provides Audience

BMC Remedy Asset ManagementBMC Remedy Asset ManagementUserGuide

Procedures for using the BMCRemedy Asset Managementapplication; includes new featuresand an overview.

Everyone

BMC Remedy Change ManagementBMC Remedy ChangeManagement UserGuide

Procedures for using the BMCRemedy Change Managementapplication; includes new featuresand an overview.

Everyone

BMC Remedy Service Desk

Compatibility information



BMC Remedy Service Desk:Incident Management UserGuide

Procedures for using the BMCRemedy Service Desk: IncidentManagement application; includesnew features and an overview.

Everyone

BMC Remedy Service Desk:Problem Management UserGuide

Procedures for using the BMCRemedy Service Desk: ProblemManagement application; includesnew features and an overview.

Everyone

BMC Remedy ITSM shared documentsBMC Remedy ITSM ConfigurationQuick Start

A reference card to quickly installand configure BMC Remedy ITSMapplications.

Administrators

BMC Remedy IT ServiceManagement Concepts Guide

A conceptual overview of theapplications that make up theBMC Remedy ITSM Suite.

Everyone

BMC Remedy IT ServiceManagement AdministrationGuide

Procedures for configuring andadministrating BMC RemedyITSM applications.

Administrators

BMC Remedy IT ServiceManagement Data ManagementAdministrators Guide

Procedures for using the DataManagement tool that is part ofthe BMC Remedy ITSM Suite.

Administrators

BMC Remedy IT ServiceManagement Guide to Multi-Tenancy

Scenarios for implementing multi-tenancy. This guide also describeshow multi-tenancy isimplemented in the BMC AtriumCMDB product and how thatimplementation relates to multi-tenancy as implemented in theBMC Remedy ITSM applications.

Everyone

BMC Remedy IT ServiceManagement Installation Guide

Procedures for installing BMCRemedy Asset Management, BMCRemedy Change Management,and the BMC Remedy ServiceDesk solution (BMC RemedyIncident Management and BMCRemedy Problem Management).

Administrators

BMC Remedy IT ServiceManagement Release Notes

Information about known issues ineach release of BMC RemedyITSM. Also provides a list of newfeatures included with theapplications.

Everyone

Related information



BMC Remedy Task ManagementSystem Administrators Guide

Procedures for using the TaskManagement System (TMS)module. TMS is a foundationcomponent that is integrated withthe BMC Remedy ChangeManagement and BMC RemedyService Desk applications.

Administrators

Help Help for using and configuringBMC Remedy ITSM applications,available by clicking Help in theproduct interface.Available from help links afterhelp is installed.

Everyone

Note The minimum requirements for accessing the BMC Remedy ITSM online Help are: Sun Java runtime environment ( JRE ) 1.3 or later Internet Explorer 4.01 or later Firefox 1.0You can print sections of the BMC Remedy ITSM online Help that are identified by abook icon by right-clicking the name of the section and selecting the Print Book option.

From the Customer Support site, you can perform several tasks, including: Viewing the latest documentation Subscribing to proactive alerts to receive e-mail messages when notices are issued

or updated Searching for existing product resolutions and frequently asked questions (FAQs)

Support for BMC Remedy IT ServiceManagement

This section describes how to get support for BMC Remedy IT Service Managementproducts.

If you have problems with or questions about a BMC product, or for the latestsupport policies, see the Customer Support website at http://www.bmc.com/

Support for BMC Remedy IT Service Management


support. You can view or download product documents, find answers to frequentlyasked questions, and download products and maintenance. If you do not have accessto the web and you are in the United States or Canada, contact Customer Support at1 800 537 1813. Outside the United States or Canada, contact your local BMC office oragent. Copyright 2010 BMC Software Inc.BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registeredwith the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. Allother BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in othercountries. All other trademarks or registered trademarks are the property of their respective owners.Notes is a trademark or registered trademark of International Business Machines Corporation in the United States,other countries, or both.Crystal Reports is a trademark or registered trademark of SAP AG in Germany and in several other countries.JRE, Java, Java runtime environment, Sun, and Sun Java are trademarks or registered trademarks of SunMicrosystems, Inc., in the U.S. and other countries.The information included in this documentation is the proprietary and confidential information of BMC Software,Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicableEnd User License agreement for the product and to the proprietary and restricted rights notices included in theproduct documentation.

BMC SOFTWARE INC2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USATelephone 1 713 918 8800 (or 1 800 841 2031 United States and Canada)

Customer Support: 1 800 537 1813 (United States and Canada) or contact your local support center

Support for BMC Remedy IT Service Management


ContentsIntroductionBMC Remedy IT Service Management overviewWhat's new in BMC Remedy IT Service Management 7.6.03What's new in BMC Remedy Asset ManagementWhat's new in BMC Remedy Change ManagementWhat's new in BMC Remedy Service DeskWhat's new in application administrationWhat's new in the BMC Remedy IT Service Management documentationOther new features

Known issues and workarounds related to this releaseKnown issues and workarounds for BMC Remedy IT Service Management applicationsKnown issues and corrections for BMC Remedy IT Service Management documentation

Internationalization and localization informationInstallation informationCompatibility informationRelated informationSupport for BMC Remedy IT Service Management

itsm 7.6.03 release notes

Documents

bmc remedy service desk

bmc remedy change management

usingbmc remedy

bmc software

installbmc remedy itsm

whats new

service managementversion

service managementapplications