Accelerating Your Success™ BMC Mobility for ITSM - How to Manage IT Anywhere, Anytime 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. Mobilize BMC Remedy IT Service Management (ITSM) and BMC Self Service applications on handheld devices with BMC Mobility for IT Service Management pre-configured, easy-to-use solution. Lower your IT support costs, improve service performance and reduce business risk by enabling field technicians and business users, IT managers and executives to access key features, workflow and reports anywhere, anytime. Business Challenge Who manages IT when you are away from the office? What happens when critical incidents and urgent change requests arrive while you’re in meetings? Is your asset data current? When will business users be able to service their own IT requests? How can you extend BMC Remedy applications to smart phones to better leverage your investment and maximize IT Service Management control? The BMC Solution Aeroprise gives you a real-time view of the entire incident and problem, change and asset lifecycle. Using mobile devices, such as BlackBerry, Windows Mobile and iPhone smart phones, you can track service level performance, monitor system availability and approve change requests in a geographically dispersed environment. End users can submit and track IT requests on the road. Instant alerts inform you of IT issues submitted by technicians, who now use handheld devices to manage trouble tickets, asset records and change requests directly from the field. The result is an end-to-end business service management process that lowers risk, improves customer service and reduces IT costs. For IT Infrastructure Library® (ITIL®) compliance, Aeroprise automatically inherits and updates any workflow changes made to the BMC Remedy application. Information entered on the mobile device is instantly updated in the BMC Atrium Configuration Management Database (CMDB). The Administration Console lets you mobilize filters and active links with a few clicks. And users can easily extend specific fields, reports and alerts from the Personalization Console. 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. Page | 1 Accelerating Your Success™   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 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 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. 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 Page | 2 Accelerating Your Success™   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 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 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 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       Page | 3 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 Accelerating Your Success™       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 closedloop 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 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. Page | 4