Tools we use

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We are experts in using the following tool sets:

BMC has been the IT service desk market leader for close to two decades, and its success can be attributed to the

full-featured offering and design platform flexibility making it very easy to add tasks, workflow and approvals. The tools include strong out-of-the-box best practices and templates.

BMC recognised the gap between aligning IT operations and business requirements and pioneered the business service management (BSM) concept as a way to address this.

The BMC BSM initiative combines industry standard methodologies such as Information Technology Infrastructure Library (ITIL) with BMC extensive range of Service Management products to provide a comprehensive and compelling set of solutions.

BSM is a comprehensive and unified platform comprising of multiple integrated tools to provide a variety of services. At the core of BSM is the BMC Remedy AR System.

The BMC Remedy AR System is the platform that underpins the BMC Remedy ITSM Suite and Atrium CMDB applications. The BMC Remedy AR System provides a feature-rich toolkit that enables flexible, sophisticated and rapid application development both accessed by a thick client or fully web enabled.

Many companies have used the BMC Remedy AR System to develop bespoke stand-alone applications or to extend the functionality of their BMC applications. We have extensive experience in both developing fully bespoke BMC Remedy AR System solutions and customisations to the BMC out of the box applications in business as diverse as Telecoms, Transport, Global Service Providers, Petrochemicals, Stock Exchange Task management systems and more.

Grove ITSM consultants are BMC certified and have many years experience design and development on the BMC AR System platform.

The BMC ITSM suite comes with embedded ITIL best practices and workflows delivered out of the box  to optimise IT service support across the following four areas:

Service Desk Management— Standardise, consolidate, and simplify help desk operations with embedded ITIL best practices in both Incident and Problem management.

Service Catalog and Request Management — Deliver a catalog of IT services to streamline requests and increase call deflection, enabling self service for a requester.

IT Asset Management — Manage cost, improve utilisation, and comply with compliance and usage policies with detailed software license management.

Change and Release Management — Plan and manage all IT related changes according to ITIL best practices, while also enforcing policies and integrating to provisioning.

The ITIL processes supported by the fully integrated ITSM suite are:

▪ Asset Management

▪ Configuration Management

▪ Change Management

▪ Incident Management

▪ Knowledge Management

▪ Problem Management

▪ Release Management

▪ Service Request Management

Grove ITSM have worked extensively with the BMC ITSM suite of applications and have a proven track record of implementing the BMC ITSM suite for the first time customer to customising or upgrading your existing BMC Remedy platform.

The BMC Atrium CMDB is the core solution that underpins the integrated BMC ITMS Suite. It provides a single-source of truth and unique visibility of the relationships between processes, users and your IT infrastructure. The BMC Atrium CMDB can merge data from multiple discovery tools into a single dataset through its reconciliation engine or can federate data from across IT in to a single data source. Integration to third-party IT processes and tools are implemented through open APIs.

Grove ITSM provide experienced consultants to help you leverage the power of the BMC Atrium CMDB to realise its benefits in your organisation.

Embracing out-of-the-box best practices based on ITIL is a very common request by IT organisations; however, behaviours suggest that most best practices are homegrown. Gartner research shows that, even when provided with out-of-the-box templates and best practices, most IT organisations will allocate months to "tailor" them to their organisations' unique needs. Even the IT organisation with very mature processes, roles and responsibilities has its own categorisation, workflows, escalations and SLAs that must be configured into a new tool before it can be placed into production. In many cases, the tweaks to best-practice process guidance can actually result in slowing the advancement of process maturity, because IT organisations might use out-of-the-box templates and skip an assessment to understand current state, future state and the development of high-level functional requirements.

Our consultants use a proven methodology to identify any gaps between your business requirements and the BMC ITSM suite. These can be accomplished by several methods but the goals are most effectively reached by running a series of process, requirement and data gathering workshops to cover all areas of ITSM that you are interested in implementing with the intention being to ensure quicker implementations and to have faster realisation of business goals.

 

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