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HelpService Catalog: Remedy IT Service Management (ITSM)
Service Description
Remedy IT Service Management (ITSM) is a client-server based application suite used by IT departments that wish to integrate their IT service management processes. ITSM unifies service desk, incident, problem, change, asset life cycle, and service level management applications with a single configuration management database (CMDB), data model, workflow platform, and user interface.
News & Alerts
Remedy ITSM news and alerts.
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Using Remedy ITSM
Remedy ITSM 7 Implementation: User Information
Additional Features and Functions
The Remedy ITSM suite includes four applications:
Remedy Service Desk enables IT to respond quickly and efficiently to conditions that disrupt critical services by automating incident and problem management processes, and acts as a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents.
Remedy Change Management increases the speed and consistency in which you implement changes, and minimizes business risk and disruption by delivering comprehensive policy, process management, and planning capabilities.
Remedy Asset Management helps you lower IT costs, manage compliance, and improve your return on capital with an operational approach to life cycle, inventory, contract, and cost controls of IT assets.
Remedy Service Level Management helps you align crucial IT infrastructure and service support processes with the priorities of the business, and automates, monitors, and manages the entire range of service level agreement processes for commitments made between IT and the businesses or customers they support.
Pricing
Remedy ITSM is available to all IT departments at UCSF.
Every Remedy user has a User Name with a corresponding license type. The license issued to your account is based on how often you will be using the system.
- With a Fixed License you can read, submit and update existing requests. Fixed licenses are permanently associated with a single user name. You can always access the Remedy tool.
- With a Floating License you have the same privileges as a Fixed License, but your license is not associated with a single user name. A pool of Floating Licenses is available at any given time. If all licenses are in use by other support staff, when you log in you will receive a warning advising you of this. You can still read and submit requests but you are not allowed to update existing requests. If a license becomes available while you are logged in, it will be allocated to you.
Below is our Monthly Rates (effective July 1, 2009)
|
Fixed |
Floating |
|
|
Baseline (Required) |
$121 |
$303 |
|
Service Desk Application |
+ $16 |
+ $41 |
|
Change Management Application |
+ $39 |
+ $98 |
|
Asset Management Application |
+ $32 |
+ $81 |
*Minimum usage requires one baseline license plus one of the application licenses.
A Remedy development team analyst will provide you with specific pricing details based on your request to OAAIS Customer Support.
Availability
Remedy is available for use at all times except when there are scheduled maintenance events.
Getting Help
For help with password resets, Remedy ITSM questions, or support issues:
- Submit a ticket at help.ucsf.edu
- Call the OAAIS Service Desk at 415-514-4100, option 2
- email: CustomerSupport@ucsf.edu
Software
Remedy ITSM may be accessed online via remedy.ucsf.edu or by downloading the Remedy desktop software
Standards
Remedy ITSM suite of applications provides out-of-the-box workflow automation within IT Infrastructure Library (ITIL) best practice processes.