DATASHEET

BMC Mobility for IT Service Management

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.

Key Benefits
Manage IT anywhere, anytime Reduce IT support costs Limit business-critical asset downtime Reduce risk and increase response speed Improve customer service Automatically update ITIL workflow on the mobile device Gain a real-time, 360-degree view of the IT infrastructure Allow staff to mobilize specific fields, reports, and alerts

Business Challenge
Who manages IT when you are away from the office? What happens when critical incidents and urgent change requests arrive while youre in meetings? Is your asset data current? As the business world becomes increasingly mobile, you must extend your critical applications, such as those in the BMC Remedy IT Service Management suite, to smartphones and tablets to better leverage your investment and maximize IT service management control.

The BMC Solution

By delivering an easy-to-use mobile application suite optimized for handheld devices, BMC Mobility for IT Service Management enables field technicians, managers, end users, and executives to access, modify, and act on the latest data, anywhere and anytime. It gives employees and customers a mobile self-service portal to report incidents and request services and its impact on the business is immediate. With BMC Mobility for IT Service Management, you will cut costs by deflecting help desk calls through self service, limit business risk by ensuring tighter change controls, and improve customer satisfaction by increasing staff productivity. This comprehensive mobility suite: 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. 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

Technical Specifications
System Requirements
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Mobility Solutions across all of IT Service Support

BMC Mobility for IT Service Management applications give you real-time interaction with: Service desk activities (entire incident and problem records) Planned and active changes IT and business service requests Asset and inventory lifecycle processes

Server Operating System: Microsoft Windows Server 2000, 2003, 2008

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.

Processor: 32Bit or 64-Bit

Memory: 4GB Hard Drive Space: 5GB

Mobility for BMC Service Desk

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 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

Integrations
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BMC Remedy IT Service Management Suite

BMC Remedy OnDemand

Mobility for BMC Asset Management

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

BMC Service Desk

BMC Asset Management

BMC Change Management

BMC Service Request Management

Mobility for BMC Change Management

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

BMC Remedy AR System

Mobile Operating Systems

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BlackBerry iOS Android Windows Mobile

Mobility for BMC Service Request Management

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

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
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 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 closed-loop 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. 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

At BMC, we know that no two IT organizations are exactly the same. These days, IT has more deployment options available to them than ever before. That is why BMC Mobility for IT Service Management can be utilized in traditional on-premise installations, through a Software as a Service model, or even through an outsourced or managed service provider. Whats more, 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.

Figure 2. Mobility solutions on-premise and on-demand

For More Information

For more information about BMC Mobility for IT Service Management, please visit http://www.bmc.com/mobility.

BUSINESS RUNS ON I.T. I.T. RUNS ON BMC SOFTWARE.

Business thrives when IT runs smarter, faster and stronger. Thats why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended March 31, 2011, BMC revenue was approximately $2.1 billion.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. IT Infrastructure Library and ITIL are registered trademarks, and registered community trademarks of the Office of Government Commerce, and are registered in the U.S. Patent and Trademark Office, and are used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. 2009, 2010 BMC Software, Inc. All rights reserved. Origin date: 03/10

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