• Video - Part 2 – Service Resolution Organization and Process Maturity

    In the first overview video you heard the foundations of what is a Smartflow. In this video, hear Darius Wallace cover the personas that relate to the Service Resolution Smartflow and how their needs differ within an ...
    Rick Nelson
    last modified by Rick Nelson
  • Hear Darius Wallace talk about Service Resolution Key Concepts

    In this video, Darius covers some basics around Service Resolution that have been the topic of several questions recently.  
    Rick Nelson
    last modified by Rick Nelson
  • Video - Part 4 - Evolution from Intelligent Ticketing to Service Resolution

    Part 4 of the Service Resolution Smartflow Overview Series. In this one, Darius Wallace covers the evolution of Service Resolution from Intelligent Ticketing to Service Resolution.
    Rick Nelson
    last modified by Rick Nelson
  • Video - Part 3 - Service Resolution - Bridging the IT Operations and Service Desk Gap

    In this video, Darius Wallace covers how Service Resolution is used to better align the two halves of a service organization.  
    Rick Nelson
    created by Rick Nelson
  • Service Resolution Patch 1 available

    The latest patch for Service Resolution is now available. This patch is released to enable compatibility between BMC Service Resolution 3.5.00, BMC TrueSight Presentation Server 10.1.00 and BMC TrueSight Infrastructur...
    Rick Nelson
    last modified by Rick Nelson
  • Changes coming to the Smartflows Communities page

    We're getting close to having additional Smartflows out there. As part of that, in the next few days we'll be changing the way you'll be navigating to the Service Resolution Smartflow and the URL will be changing. Soo...
    Rick Nelson
    last modified by Rick Nelson
  • BSR and Digital Transformation

    I attended a webinar recently regarding Digital and IT Transformation. In that session, the presenter talked about the differences and similarities between the two. I found it interesting that 38% of companies surveye...
    Rick Nelson
    created by Rick Nelson
  • BSR 3.0.01 is out there!

    This post is well past due, but the latest version of BSR (3.0.01) is out there and available. Has been for some time now. Here's a brief overview of the enhancements. See this page for more details: Service Pack 1: 3...
    Rick Nelson
    last modified by Rick Nelson
  • 3.0 Beta Program just around the corner

    After successful early releases of Service Resolution (aka Intelligent Ticketing), R&D made new exciting progress, and a 3.0 release is ready to be beta tested.       May Bakken and teams can't wa...
    Matt Laurenceau
    last modified by Matt Laurenceau
  • Connect with Remedy - Service Resolution Webinar

    On June 25, 2014, Darius Wallace presented on Service Resolution.   The recording and associated Q&A from the session can be found at this link  Connect with Remedy - Service Resolution Webinar ...
    Gregory Kiyoi
    last modified by Gregory Kiyoi
  • BMC Intelligent Ticketing Solution version 2.0 GA

    This patch delivers a set of high value features and enhancements for the Intelligent Ticketing integration between BMC ProactiveNet Performance Management and BMC Remedy Incident Management. The new improvements are ...
    Darius Wallace
    last modified by Darius Wallace
  • Does ITSM 8.0 Support Intelligent Ticketing 2.0?

    No. Intelligent Ticketing is not support by ITSM 8.0. We made a conscious decision given the limited Customer install base in production with this release and the relatively short window between this and the 8.1 release.
    Darius Wallace
    last modified by Darius Wallace