Due to the growing complexity of distributed IT environments and increasing business dependence on technology, reactive stand-alone help desks are no longer sufficient. IT organizations need an integrated service management process that incorporates the latest technology as an interrelated component of each solution.

The Information Technology Infrastructure Library (ITIL) is a framework of best-practice approaches intended to facilitate the delivery of high quality IT services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations

To bring rising service management costs under control, service organizations need a set of integrated, out-of-the-box, multi-customer IT service management (ITSM) applications, architected with functionality and scalability for their unique business and technical needs.

The BMC Remedy® ITSM product family unifies service desk, incident, asset life cycle and service level management applications with a single configuration management database, workflow platform and user interface.