BMC Remedy

Description

Over the years, there has been a rapid growth in the number and complexity of ITS supported systems. As the number of systems has grown, so has the complexity of managing and tracking the inter-relationships of these system, application and services.

In recognition of this complexity, a software review was undertaken for a Configuration Management Database (CMDB). The products reviewed were from the industry market leaders of IBM, BMC, FrontRange and HP.

During the review, it quickly became apparent that the CMDB was an integral part of their greater Service management software suites. The scope of the review was therefore changed to encompass Service Management aspects in relation to ITS/Monash’s future requirements.

The outcome of the review was to recommend the BMC Remedy product suite as it supplied the most comprehensive offering, is the industry recognised market leader and is ITIL compliant.

Whilst the BMC product is a full Service Management Software suite, the initial driver for this project is the requirement for a CMDB. Also since the CMDB is the foundation module of the Service Management suite it is only logical that we implement the CMDB first. In order to keep the CMDB data current and accurate, the Change Management module will follow as quickly afterwards in 2008.

Subsequent projects for BMC Remedy may look to implement the following modules:

– Problem Management
– Service desk, Incident Management and Service Request Fulfilment
– Service Level Management (& quality of service)
- Asset Management

The order, scope and timing for above has not yet been decided or budgeted for.