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By combining ITSM and IT Ops, you can analyze incident tickets for insight into root cause, trend and detect anomalous activity, parse unstructured data for hidden patterns, and automatically route incidents quickly and correctly.
4 years running — Gartner Magic Quadrant names BMC an ITSM Leader
4 years running — Gartner Magic Quadrant names BMC an ITSM Leader

“BMC has a broad ITOM portfolio, making it a viable partner for mature I&O organizations that need to extend their ITSM tool.” – Gartner

Find out why BMC continues to lead  ›

Integrate and automate

  • Use anomaly detection to uncover unusual occurrences in incident and change data for faster root cause analysis
  • Automatically generate and route incidents when performance issues are detected
  • Use advanced analytics to route incidents to the right resource on the first try
  • Correlate multiple events with a single incident, reducing duplicate or redundant tickets
  • Automatically generate service unavailability records based on performance management outage policies

Accelerated service resolution

70%
Reduce MTTR by 70%
40%
Auto-resolve 40% more incidents
360%
Improve infrastructure incident volume and resolution by 360%

Proactive problem identification

  • Visualize incident activity in real-time to see trends as they emerge
  • See and drill down on abnormalities to quickly identify causes
  • Explore ticket volumes and properties to isolate data issues and opportunities for improvement
  • Identify the problems driving incidents to prevent them from re-occurring
  • Use natural language processing and machine learning to compensate for categorizations that are too broad, unhelpful, overly complex or missing

Remedy + TrueSight

Three steps to faster, more accurate service resolution

Close the ITOM–ITSM communication and process gap by connecting TrueSight monitoring and event intelligence with Remedy Service Management to prevent or resolve issues before they affect your business. 

  • Eliminate manual incident creation. Incident tickets are triggered when events are detected by your performance management solution.
  • Identify root cause and optimize ticket routing. Infrastructure performance issues trigger an incident ticket and associate it directly with specific configuration items in your configuration management database (CMDB).
  • Understand and communicate business impact. If you’ve defined service or application models in your CMDB, incident tickets will be triggered whenever the availability of a particular business service is going to be impacted.

Graduate from static, rules-based IT management to data-driven analysis

  • Automate cross-domain collection for log and other unstructured data, such as events, anomalies, and change records
  • Use machine-assisted analytics to establish normal ticket activity and be notified of abnormalities and emerging trends
  • Search for anomalous behavior
  • Create proactive alerts when pattern deviations are detected
Explore TrueSight Intelligence Explore TrueSight Log Analytics

Unlock hidden value in your ITSM data

  • Move from scheduled reporting to real-time data exploration for continuous service insights
  • Reduce resources dedicated to re-categorization of tickets through natural language processing
  • Free human capital by embracing machine-assisted operations and machine learning
  • Reduce MTTR through rapid identification of emerging issues and consolidation of IT data across silos
  • Prevent incidents by identifying underlying problems and implementing automation and process improvements

Leading IT service provider manages 250% more users while maintaining exceptional service delivery

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  • 250% increase

    in users managed

  • 21% increase

    in call volumes handled

  • Zero impact

    on SLA compliance

Talk to an ITSM-ITOM expert