Datasheet

BMC Service Resolution

Resolve problems faster and prevent business disruption

PRODUCT DESCRIPTION

KEY FEATURES

BMC Service Resolution streamlines and speeds the event resolution process by
integrating monitoring and event intelligence with the service desk to prevent or
resolve issues before they affect the business. With BMC Service Resolution, IT
organizations are able to pinpoint root cause quickly, assign the right resources to
the problem to reduce redundant work, understand the business impact of an event
and focus resources on the most important problems.

Automatically generate and route

BUSINESS CHALLENGE
Most IT processes and technologies respond to and resolve events in a technology
silo, without correlating and contextualizing information from the service and event
management disciplines. This fragmented approach to event resolution makes it
impossible for IT teams to understand the role of IT infrastructure and resources in the
context of an IT service. As a result, most IT organizations struggle to pinpoint the root
cause, communicate with the right people and resolve incidents without impacting the
business, ultimately wasting valuable time and resources on event resolution.

incidents from monitoring solution

to service desk
Trace issues directly to the root cause and

route to the right resource

Correlate multiple events with a single

incident, reducing duplicate or

redundant tickets
Create service management unavailability

records based on performance

management outage policies

KEY BENEFITS
70% reduction in incident MTTR
40% increase in auto-resolved incidents
360% improvement in incident volume

and resolution

BMC SOLUTION
BMC Service Resolution helps modern IT organizations break down the IT
Operations Service Desk communication and process gap by connecting
monitoring and event intelligence with the service desk to prevent or resolve
issues before they affect your business. With the power of BMC Service Resolution,
IT organizations can more quickly resolve issues, automate the resolution of
common problems and more effectively handle a larger volume of incidents.

Preemptive
Resolution

Reduced
Complexity

Improved IT
& Service Desk
Productivity

Faster Incident
Resolution

Proactive notification
of business impact

Correlated events
and service tickets

Easier collaboration
with IT operations

Increased staff efficiency

and reduced MTTR

60% more events are auto-associated with

right infrastructure resource

13% more events are auto-detected vs.

end user reported

BMC Service Resolution

Faster, Accurate Incident Resolution

PRODUCT DETAILS

THREE LEVELS OF SERVICE RESOLUTION

Integrated Monitoring & Service Management: Automatically

generate and route incidents from TrueSight Operations
Management to Remedy Service Management when
performance issues are detected

Choose the right integration and automation for

your organization:

Incident Enrichment: Associate an incident with configuration

items in the configuration management database (CMDB)
Incident Routing: Pinpoint the right resource, using advanced
analytics, so incidents get to the right person on the first try
Root Cause Analysis: Trace issues directly to their source, so
you dont waste time hunting for the root cause
Event & Incident Correlation: Correlate multiple events with a
single incident, reducing duplicate or redundant tickets
Event Prioritization: Prioritize events by business impact
leveraging service and application models from the CMDB
Service Management Unavailability Records: Automatically
generate service management unavailability records based on
performance management outage policies

1. Event Incidents: Performance monitoring events trigger

an incident ticket
2. Infrastructure Incidents: Infrastructure performance
issues trigger an incident ticket and associate it directly
with specific configuration items in the CMDB
3. Application & Service Incidents: Performance and
availability issues with an application or business service
generate an incident ticket leveraging application or
service models defined in the CMDB.

FOR MORE INFORMATION

Please visit bmc.com/service-resolution

BMCBMC
is a global
in software
help ITdigital
transform
traditional
into digital
enterprises for
deliversleader
software
solutions solutions
that help ITthat
transform
enterprises
for thebusinesses
ultimate competitive
business
the ultimate
competitive
advantage.
Our Digital
Management
set ofand
IT solutions
is designed
to make digital business
advantage.
We have worked
with thousands
of Enterprise
leading companies
to create
deliver powerful
IT management
fast, seamless,
and optimized.
From
mainframe
to mobile
to high-speed
cloud and beyond,
we pair high-speed
digital
with robust IT
services. From
mainframe
to cloud
to mobile,
we pair
digital innovation
with robust
IT innovation
industrialization
industrializationallowing
ourtocustomers
to provide
user experiences
withIT
optimized
performance,
cost, compliance,
and
allowing our customers
provide amazing
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performance,
cost, compliance,
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productivity.
BMC solutions
serve
than 15,000
worldwide
including
82percent
the Fortune
500
.
productivity.We
believe
thatmore
technology
is the customers
heart of every
business,
and that
IT drivesofbusiness
to the
digital
age.

BMC Bring IT to Life.

BMC Bring IT to Life

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are
registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective
companies. Copyright 2015 BMC Software, Inc.

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