BMC Mobility for ITSM - How to Manage IT Anywhere,...

Accelerating Your Success™
BMC Mobility for ITSM - How to Manage IT Anywhere, Anytime
Gain a business advantage with BMC Mobility, a full suite of IT service management
applications for incident, change, asset, and service requests. Reduce operating costs, improve
service performance, and alleviate business risk with role-based, always-on apps for field
technicians, business users, IT managers, and executives.
Mobilize BMC Remedy IT Service Management (ITSM) and BMC Self Service applications on
handheld devices with BMC Mobility for IT Service Management pre-configured, easy-to-use
solution. Lower your IT support costs, improve service performance and reduce business risk by
enabling field technicians and business users, IT managers and executives to access key
features, workflow and reports anywhere, anytime.
Business Challenge
Who manages IT when you are away from the office? What happens when critical incidents and
urgent change requests arrive while you’re in meetings? Is your asset data current? When will
business users be able to service their own IT requests? How can you extend BMC Remedy
applications to smart phones to better leverage your investment and maximize IT Service
Management control?
The BMC Solution
Aeroprise gives you a real-time view of the entire incident and problem, change and asset
lifecycle. Using mobile devices, such as BlackBerry, Windows Mobile and iPhone smart phones,
you can track service level performance, monitor system availability and approve change
requests in a geographically dispersed environment. End users can submit and track IT
requests on the road. Instant alerts inform you of IT issues submitted by technicians, who now
use handheld devices to manage trouble tickets, asset records and change requests directly
from the field. The result is an end-to-end business service management process that lowers
risk, improves customer service and reduces IT costs.
For IT Infrastructure Library® (ITIL®) compliance, Aeroprise automatically inherits and updates
any workflow changes made to the BMC Remedy application. Information entered on the mobile
device is instantly updated in the BMC Atrium Configuration Management Database (CMDB).
The Administration Console lets you mobilize filters and active links with a few clicks. And users
can easily extend specific fields, reports and alerts from the Personalization Console.
This comprehensive mobility suite:
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Boosts productivity and reduces IT support costs — Mobile technicians are 30 percent
more productive when they don't need to return to their desks to manage trouble tickets,
change requests, and asset records.
Decreases business downtime — Mobility provides instant interaction, removing latency
while increasing availability to critical information.
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Accelerating Your Success™
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Lowers risk and increases response speed — Managers who handle incidents, changes,
and assets on the road closely adhere to ITIL processes and quickly respond to
business issues.
Improves customer service — Mobile technicians, armed with key information, resolve IT
incidents and deploy new assets more quickly.
Figure 1. Run your BMC Remedy IT Service Management and BMC Remedy OnDemand
applications from your mobile device
Mobility Solutions across all of IT Service Support
BMC Mobility for IT Service Management applications give you real-time interaction with:
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Service desk activities (entire incident and problem records)
Planned and active changes
IT and business service requests
Asset and inventory lifecycle processes
Using any mobile device — including BlackBerry, iPhone, iPad, Android and Windows Mobile
smartphones, tablets, and barcode scanners — you can perform and monitor service request
and support activities in a Geographically dispersed environment. Instant alerts inform you of IT
issues submitted by technicians, enabling you to manage trouble tickets, asset records, and
change requests directly from the field.
Mobility for BMC Service Desk
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Manage incidents, problems, asset records, and change requests with one mobile
solution
Create incidents, asset records, and work logs
Escalate issues and respond to assigned incidents anywhere, anytime
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Accelerating Your Success™
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Change multiple fields at once and update your BMC Service Desk and BMC Remedy
OnDemand application in real time
Access real-time snapshots of key performance indicators
Mobility for BMC Asset Management
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Notify staff when equipment is ready to deploy
Display asset records by owner, location, status, and more
Enter assets into the system the minute they arrive with barcode scanning
Save updates with a single click to keep inventory up to date
Track assets as they are deployed or transferred in the organization
Quickly locate information in asset records
Mobility for BMC Change Management
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Receive time-sensitive change requests anywhere, anytime
View change requests by priority, location, and business impact
Reject, approve, or respond to change requests on the road
Show how a change will affect both the business and IT infrastructure
Quickly locate information in change requests
Define which types of alerts, reports, and data are required on the road
Mobility for BMC Service Request Management
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Select and submit services from the service catalog
Amend or cancel service requests on the fly
Monitor your own or your team's requests in real time
Review and approve requests away from the office
Stay up to date with alerts about status changes
Mobility for BMC Remedy Action Request System
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Mobilize any custom applications built on BMC Remedy AR System
Receive, acknowledge, and open records with detailed information
Create records directly from your handheld device
Escalate issues and respond to service requests anywhere, anytime
Update the BMC Remedy application in real time
Find record information in any field
Access up-to-date snapshots of key performance indicators
Features
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Support for multiple applications — Manage incident, asset, and change with one
mobile solution
Incident management — Create, update, and reassign incidents
Task management — Create, view, and modify ad hoc incident tasks
Relationship management — Relate incidents or configuration items to other
incidents
Alerts — Receive, acknowledge, and open records with detailed information
Reports — Access up-to-date snapshots of key performance indicators
Accelerating Your Success™
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Attachments — Upload, download, and delete BMC Remedy attachments and
signature captures as PDF, Word, Excel, GIF, JPG, and BMP files
Search — Quickly locate information in multiple trouble tickets
Personalization — Mobilize specific fields, workflow, and ticket rules with a few clicks
Security — Leverage VPN-level security, including IP range restrictions, 128-bit AES
encryption, and session controls
Automatic device optimization — Automatically tailor applications to your mobile
device's screen, bandwidth, connectivity, and processing power
Offline connectivity — Continue work offline as updates are seamlessly transmitted
when the device connects to the network
Alignment with Best Practices
In your quest to optimize availability and reduce costs, you must ensure that mobility is a
cornerstone of your Business Service Management (BSM) approach. By implementing a closedloop ITIL® process, you will find it easier to leave your desk knowing that business-critical
issues will be resolved, change requests will be managed successfully, and service level
agreements will be met — even while you are remote. Mobile and compliant For organizations
that have best practices or IT Infrastructure Library® (ITIL) initiatives, BMC Mobility for IT
Service Management provides process adherence in a number of ways.
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To make sure everyone is using the most current and accurate data, information
entered on the mobile device is instantly updated in the BMC Atrium Configuration
Management Database (CMDB), and the Administration Console delivers the most
uniformed and accurate data to technicians and IT service managers.
The Administration Console also lets you mobilize filters and active links with a few
clicks to make sure that only the appropriate data is made available to the right
people. End users finally have control over the data they receive by easily extending
specific fields, reports, and alerts from the Personalization Console (per approved
standards-compliant personalization).
Mobility for Any Environment
BMC provides complete coverage — whether you need to provide mobile access to a standard
BMC Remedy IT Service Management application or to a custom BMC Remedy Action Request
System application.
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