Remedyforce enables you to support the needs of your dynamic business with robust IT service management capabilities, including:

• Incident and Problem Management – Improve your customer satisfaction levels and resolution rates while reducing costs with a best practice-management approach for incidents, problems, service requests, and tasks.
• Change Management – Track, control, and report on the process of IT change management, with workflows based on your business requirements. Minimize risk through effective process enforcement and approval automation.
• Configuration Management – Integrated configuration item (CI) inventory maintains accurate CI information in the Remedyforce CMDB, providing visibility into root cause and impact analysis.
• Asset Management – Proactive management of assets throughout their lifecycle, including advanced features such as data normalization and reconciliation, to drive simplification and automation while optimizing investments and mitigating risks.
• Discovery and Client Management – Automated discovery for a more complete view of one’s environment and client management capabilities to proactively manage devices while reducing support time and increasing first-call resolutions.
• Release Management – Process management of planning, scheduling, and controlling the build, test, and deployment of releases and new functionality while protecting the integrity of existing services.
• Self-Service and Service Catalog – An intuitive portal where employees and customers can resolve their own issues or needs.
• Mobile Apps for IT and Business – Support for IT and business users on the go. IT agents can perform virtually any task from their mobile devices, leveraging the Salesforce mobile app. Self-service users can perform quick submission of incidents using the Superbox feature, view incidents, and view knowledge articles.
• Service Level Management, Dashboards, Reporting, and Analytics – Instant visual display of key performance indicators with out-of-the-box and customizable reports and dashboards.
• IT Best Practices – Out-of-the-box access to industry and ITIL best practices for reduced training, speed resolution, and mitigation of risk and compliance/governance.
• Knowledge Management – A robust knowledge base for searching and resolving common issues quickly.
• Survey – Comprehensive survey tool for increased understanding of customer satisfaction and continual service improvement.

BMC Helix ITSM delivers predictive service management across multi-cloud environments. Key benefits include:

• Transforming the agent experience with cognitive automation
• Centralized, single-pane-of-glass management across multi-cloud environments
• Integrated collaboration tools to resolve issues quickly
• Optimized across devices so you choose what works for you
• Drag-and-drop report creation with easy-to-understand visualizations
• Quick time-to-value with out-of-the-box ITIL, best practice reports, and KPIs

Helix ITSM has everything you need to deliver amazing, predictive and industry-leading service management to your organization. Features include:

• Modern persona-based UX – Optimized across devices and personalized by role in the organization to maximize effectiveness so that issues are resolved quickly and accurately.
• Cognitive automation capabilities that transform the agent experience – Predictive service management through autoclassification, assignment, and routing of incidents, tickets, and incoming emails.
• IT service support functions integration – Intelligent and context-aware integrated support capabilities including change, asset, service-level, service-request, identity, and knowledge management.
• Comprehensive and intuitive change management capabilities – Provides direct visibility and data driven insights into business priorities.
• Out-of-the-box ITIL processes – Aligns to ITIL best practices quickly and cost-effectively, along with expert services and training.
• Comprehensive knowledge management – Built-in knowledge-centered service to help deliver fast and accurate service and support. Life-cycle management of knowledge articles (including multi-media enhanced and external materials) for effective curation and up-to-date information.
• Multi-cloud service management – Seamless service experience across multi-cloud environments. Flexible and configurable cloud-based multi-service, multi-provider incident, change and problem management brokering including integration with leading agile dev tools.
• Smart Reporting – Powerful reports and visualizations allowing data-driven insights.

BMC Helix Discovery provides instant visibility into hardware, software, and service dependencies across multi-cloud environments. Key benefits include:

• Up-to-date service awareness – Rapid discovery, relationship modeling, and visualization provide accurate asset and relationship views from any point in any complex IT infrastructure.
• Reduced costs – Dynamically generated reports enable IT teams to continually evaluate the asset usage so businesses can right-size infrastructure.
• Lower risk – Extensive visibility into complex infrastructures helps teams identify vulnerabilities, resulting in quicker remediation, reduced downtime, and improved security and compliance.
• Increased productivity – Detect assets automatically so that IT teams become more efficient and productive for service management, data center management, and software auditing.

How Helix Discovery works

• Agentless, lightweight, and scalable – Helix Discovery is a ready-to-run SaaS-based application. All credentials and firewall rules are local and under the customer’s complete control, which enables rapid onboarding and minimal support.
• Unlimited depth and breadth – You can perform rapid asset discovery and dependency mapping of any number of devices and applications across complex environments. The optimized user interface provides you with direct control and complete visibility to discovered data via a high-performance, graph-based database.
• Dynamic service modeling – You can generate detailed datasets and topologies that enable your IT team to leverage AIOps and machine learning for anomaly detection, root cause analysis, cost optimization, and service management.
• Deep content library – Helix Discovery provides automatic updates to a library of more than 15 years’ worth of asset data, including support for newer technologies such as containers and cloud computing.
• Multi-cloud support – You can map assets and their dependencies across data center, public cloud, and private cloud environments, utilizing APIs and agentless protocols.
• Complex infrastructure support – You can uncover dependencies across containers, container orchestration tools, hyper-converged infrastructure, and traditional compute and storage systems.
• Security and compliance – Helix Discovery allows you to perform blind-spot detection, change-impact assessment, and audit assessments, enabling IT teams to identify out-of-date software, backdoor entry points, and other vulnerabilities before they impact infrastructure security.
• CMDB integration – Helix Discovery offers seamless integration into BMC Helix CMDB with out-of-the-box, continuous data synchronization. Integration with third-party CMDB tools is available through web services and database integrations.
• Flexible deployment options – Helix Discovery can be configured to run as a SaaS-based, hybrid cloud, or on-premises deployment, which provides the right solution for each stage of your business.

TSCO is a capacity management solution that gives you the insight to optimize the use of the IT resources that you already have and to plan for new ones.

TSCO collects and analyzes the capacity data and core metrics for CPU, memory, and storage, and provides recommendations for optimizing them.

With TSCO, you can model future resource needs and predict what IT resources you will need. The IT infrastructure includes physical, virtual, containers, private cloud, and public clouds.

TSCO provides the following key capabilities:

Capacity Visibility

Gain visibility into resource capacity, utilization, and utilization trends. Use the infrastructure data that is collected to understand the usage and performance of your infrastructure elements, determine whether the infrastructure elements are used optimally and efficiently or are at risk, and plan for future capacity needs.

Capacity insight

• Use out-of-the-box capacity views to gain visibility into your infrastructure resources.
• View the usage and availability of all infrastructure resources - on-premises and public cloud.
• Define customized views as per your requirements.

Reporting

• Use out-of-the-box reports to keep the stakeholders informed about capacity issues.
• Generate on-demand, scheduled, and by-exception reports in different formats, including HTML, PDF, RTF, XLS and PPT.
• Automatically publish or send the reports through emails.
• Gain cost visibility through chargeback reports.

Root-cause investigation

• Use investigate studies to view capacity and performance data of systems in near real time.
• Perform ad hoc troubleshooting and root-cause analysis for problems on a specific system.

Risk Management

Identify and avoid risks such as immediate resource saturation or upcoming resource saturation (for example, in the next 30 days).

Risk identification and management

• Review and analyze the out-of-the-box recommendations to detect and resolve capacity risk issues.

Resource Optimization

Identify issues that affect efficiency and resolve them (e.g., idle VMs, overallocated VMs, etc).

Resource rightsizing

• Review and analyze the out-of-the-box recommendations for rightsizing overallocated resources based on usage patterns.

Unused resource management

• Review and analyze the out-of-the-box recommendations for managing the unused resources (e.g., idle VMs).

Automated VM placement recommendations

• Create virtualization studies to determine the best use of resource capacity with automated placement recommendations for new or increased VMs.

Capacity Planning

Predict the infrastructure needs, estimate whether the existing infrastructure is adequate to meet the current and future demands, and plan for the new infrastructure.

Forecasting and modeling

• Perform "what if" analysis to predict the resource needs of systems and business drivers.

Capacity reservations

• Reserve resources for upcoming application releases.
• Schedule the release of resources as applications are decommissioned.

Virtual planning

• Use the virtualization study results to determine the best placement of new workloads based on resource needs, performance requirements, and available capacity.

TSSA is an industry-leading solution for automating vulnerability management, patching, compliance, configuration changes, software deployments, and service provisioning in the data center and cloud.

TSSA uses a policy-based approach for managing servers on-premises or in the cloud with greater speed, security, quality, and consistency. Intelligence, advanced analytics, and automation increase efficiency and allow IT staff to focus their efforts on innovation and strategic projects instead of maintenance.

With TSSA, IT can automate vulnerability management, patching, compliance with regulations and operational policies, configuration management, and service provisioning. It enables organizations to boost productivity, increase their server to admin ratio, strengthen security, be “always audit ready,” and quickly respond to increasing business demands.

Key Features

TSSA helps admins patch, provision, configure, and manage physical, virtual, and cloud servers.

• Vulnerability management – Utilizes the TSSA Console built on a container and microservices-based architecture with dashboards providing application and service-centric views of server and network device vulnerabilities.
• Patch management – Automates and simplifies the patch management process with an easy-to-use, state-of-the art, web-based user interface.
• Compliance and risk mitigation – Automated, continuous compliance and audit readiness with regulations (PCI, HIPAA, SOX, DISA, CIS) and internal operational policies.
• Full lifecycle management – Automate the server lifecycle for configuration management, service provisioning, compliance, ad hoc tasks, and reporting with integration to BMC Discovery, BMC ITSM and change control.
• Advanced built-in security – Granular role-based access control that strengthens security, reduces the risk of misconfigurations, and improves systems stability.
• Maintenance windows – Schedule jobs to run in approved maintenance windows.

Key Benefits

• Reduce security risk – Rapid, automated vulnerability remediation for improved security, simplified patch management for ease-of-use, automated compliance to be “always audit ready.”
• Save labor – Automation for increasing productivity, and slashing administration time and labor requirements without requiring advanced skills.

Control-M delivers advanced operational capabilities easily consumed by Dev, Ops, and line-of-business teams.

Application workflow orchestration embedded in your DevOps toolchain:

• Take a Jobs-as-Code approach with REST APIs and JSON to accelerate build, test, and validation times.
• Extend Dev and Ops collaboration.
• Cut costs and improve quality by finding defects and bugs earlier in the development lifecycle.

Simplify and scale data pipelines:

• Get a 360-degree view of data pipelines at every stage—from ingestion, to processing, to analytics.
• Ingest and process data from platforms like Hadoop, Spark, EMR, Snowflake, and RedShift.
• Resolve SLA issues before they become critical.

Simplify application workflow orchestration across hybrid and multi-cloud environments:

• End-to-end orchestration of complex workflows across hybrid clouds.
• Instant provisioning on any machine, any time—including AWS and Azure.
• Out-of-the-box support for cloud services like AWS Lambda, Step Functions and Batch, and Azure Logic Apps, Functions and Batch.
• Leverage the flexibility and scalability of cloud ecosystems.

Consider your file transfers delivered:

• Intelligently move internal and external file transfers from a central interface.
• Improve visibility and control by integrating file transfers with related application workflows.
• Securely move files to and from AWS S3.
• Cut time between file transfers and next processing steps.

Orchestrate workflows anytime, anywhere:

• Control-M’s robust web interface makes it easy to deliver secure access for differing roles across the organization.
• Stay connected on your iOS or Android mobile devices.
• Tackle complex challenges with ease from an intuitive interface.
• Ensure compliance via automatically enforced security policies.
• Be up and running in minutes with easy installation.

Deliver critical business services on time, every time:

• See what matters most with a clear graphical view of jobs as services.
• Stay in the know with automated alerts and predictive SLA delay detection.
• Extensive simulation capabilities that help you prevent conflicts and save time.

Easily integrate any application workload:

• Innovate faster by controlling when apps get integrated.
• Improve critical app services by designing job types for your service needs.
• Leverage crowd-sourced job types from a community of experts.

What you don’t know can hurt you:

• Identify and resolve issues faster with historical data.
• Simplify audits and ensure compliance with easy-to-navigate historical records.
• Flexible search capabilities quickly deliver the right troubleshooting information.

Simplify and automate business application delivery:

• Get better insight and control over creating application workflows and improved service delivery.
• Increase business agility with a scalable solution that accelerates change requests by up to 80%.
• Improve app quality with automated enforcement of site standards.
• Create drag-and-drop workflows that eliminate the need for manual scripting.

A single-source workload automation solution for your mainframe:

• Manage increasingly large and complex data center workloads.
• Improve productivity with an enterprise view of your mainframe.
• Reduce manual intervention and risk with change impact forecasts.
• Enhance service levels and optimize workloads with predictive analytics.

Discover and convert third-party schedulers automatically:

• Reduce errors that could occur during manual conversions.
• Cut costs by decreasing conversion times.
• Simplify conversion with automation.