BMC Remedy OnDemand

Product Overview

Alf Abuhajleh January 2012

BMC Remedy OnDemand Product Overview

Table of Contents
BMC Remedy OnDemand _________________________________________________________________________________ 2 What you get with your subscription ________________________________________________________________________2 Applications ............................................................................................................................................................................................. 2 Purchase Requirements .................................................................................................................................................................2 Internationalization .......................................................................................................................................................................... 2 Infrastructure and Service-level Agreement (SLA) ................................................................................................................................ 2 Integration ............................................................................................................................................................................................... 2 Data Management .................................................................................................................................................................................. 3 Services _______________________________________________________________________________________________ 3 On-Boarding............................................................................................................................................................................................ 3 Customization ......................................................................................................................................................................................... 4 You can customize.......................................................................................................................................................................... 4 BMC will customize workflow affecting core processes ................................................................................................................ 4 Enhancement Services .......................................................................................................................................................................... 4 Administration ......................................................................................................................................................................................... 4 Education ................................................................................................................................................................................................ 4 Architecture ____________________________________________________________________________________________ 5 Networking .............................................................................................................................................................................................. 5 Virtual Private Network ........................................................................................................................................................................... 5 Disaster Recovery .................................................................................................................................................................................. 6 Security ...................................................................................................................................................................................................6 Encryption........................................................................................................................................................................................ 6 Physical Security ............................................................................................................................................................................. 6 Network Security ............................................................................................................................................................................. 6 Server Security ................................................................................................................................................................................ 6 Application Security......................................................................................................................................................................... 6

PAGE 1 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

BMC Remedy OnDemand

No hardware, no software. No hassle, no headaches. BMC Remedy OnDemand is delivered as cloud-based software as a service. Now you can access service desk, self service, change, asset, dashboard and analytics tools anywhere, anytime. Customize processes for your unique operations. Publish your own cloud-based business applications on the renowned BMC Remedy Action Request (AR) System workflow engine. BMC provides you with the best cloud, mobile, and social solutions for managing todays consumerized enterprise IT.

What you get with your subscription

For a monthly per-user subscription fee, you get Web access, supported on all major browsers, to the BMC Remedy IT Service Management Suite, a massively scalable infrastructure, encompassing integration services and secure data management.

Applications
BMC Remedy OnDemand is the most feature-rich and user-friendly ITSM solution available in the cloud today. Built on more than 20 years of leadership and innovation, its nimble enough to fit rapidly growing organizations and robust enough to satisfy the most complex IT enterprises. Service desk Change management Service request management Asset management Service level management Knowledge management Configuration management database (CMDB) Out-of-box ITIL v3 best practices Dashboards and analytics (optional) Discovery and dependency mapping (optional) IT business management (optional) Mobile ITSM apps (optional)

Purchase Requirements
A minimum of 30 user subscriptions at $149/month, including one named user, is required at the initial purchase. Concurrent user subscriptions are available at $373/month. BMC also charges a mandatory Activation Fee for each BMC Remedy OnDemand installation.

Internationalization
BMC Remedy OnDemand is available in a growing number of languages, including English, French, German, Italian, Spanish, Brazilian Portuguese, Simplified Chinese and Japanese.

Infrastructure and Service-level Agreement (SLA)

BMC Remedy OnDemand provides you with three separate environments. All application updates flow from the Development through Quality Assurance before going live in Production. Customers can configure an application directly in the Development and migrate it to Production themselves or ask for BMCs help. Additional environments for training, secondary testing and other activities are available for $3,000 a month.

PAGE 2 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

BMC Remedy OnDemand runs on a 99.5% availability Service-level Agreement (SLA), which is calculated on a monthly basis against any unscheduled downtime, outage or interruption. In the case of an outage, BMC Remedy OnDemand provides a description of the outage, including the root cause and the abatement plan to prevent such outage in the future. We are continuously working to improve mean time to repair, eliminate bugs and protect your data integrity.

Integration
When you subscribe to BMC Remedy OnDemand, we provide you with a number of integration services to third-party systems to boost the value of your on-demand ITSM solution. Our integration services let you access content stored in systems of record, such as people data, event management and email. Authentication Various authentication options are supported as part of your subscription. These range from the intrinsic basic authentication of the AR platform to advanced single sign-on capability. Authentication options can also be chained, allowing combinations of these approaches to match your specific authentication requirements. AR Standard Authentication LDAP Authentication Single Sign-On HTTP Header Authentication URL Authentication SSO Authentication Chain/Redirect

Email Email integration is typically bi-directional inbound and outbound between the customer and BMC Remedy OnDemand . An example of inbound emails would be the creation of a new incident or the approval of a change request. An example of an outbound email is a worklog from an incident or approval notification for a change record going to the customer. Outbound email addresses are defined within the people record and simply get forwarded via the SMTP server if there is outbound communication.

Event Management In addition to our own event management solutions, such as BMC ProactiveNet Performance Management (BPPM), BMC Remedy OnDemand easily integrates with most major event management vendors, including CA, HP, IBM and Microsoft.

Discovery To increase value of the BMC Atrium Configuration Management Database, customers can use the BMC Atrium Discovery and Dependency Mapping (ADDM) solution to populate the CMDB. BMC Remedy OnDemand also integrates with most major discovery tools from EMC, HP, IBM and Microsoft, as well as open-source solutions.

Published Interface To make it easy to extend BMC Remedy OnDemand, we support published interfaces, such as AR System API over VPN, and Web Services.

Additional Integration BMC Software will work with you on a project basis to build a powerful cloud-computing solution that comprises all your key systems.

PAGE 2 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

Data Management
As you grow, BMC Remedy OnDemand grows with you. We start you off with more than enough storage capacity. For organizations that want to extend the archiving timeline or include large attachments in its database, we provide additional capacity. Each subscriber gets 500MB of data storage space. For example, a customer with 100 subscribers receives 50GB of storage. Additional capacity costs $200/month for 50GB. Data is stored for 24 months in the production environment and then archived for 5 years.

Services
Customers of all sizes and shapes have taught us what it takes to deploy an effective IT service management solution in the cloud. We put that knowledge into action with programs, services and partners to help you get the most from your BMC Remedy OnDemand investment.

On-Boarding
In addition to Web-based access to BMC Remedy OnDemand, we offer a full spectrum of on-boarding services to address your on-boarding needs, ranging from simple set-up to uniquely customized installations. Select from BMCs Starter Service, Rapid Results and Tailored Service to get your system up and running.

Tailored Service Rapid Results

Foundation elements and basic application configurations: Custom project to meet your specific needs.

Starter Service
Foundation elements and application introduction: > > > > > > > Foundation data workshops Application review workshop Foundation data load Basic integrations Basic customization Basic application training Basic support during testing

> > > > > > > > >

Foundation data workshops Application review workshop Application configuration workshop Foundation data load Basic integrations Customization Mentored application training Application personalization Full support during testing

PAGE 3 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

Customization
It is about shape, not size. BMC Remedy OnDemand gives you the ability to customize workflow and processes to fit your specific operations. While you yourself can make most customizations in house, BMC will manage changes that may impact the core application. This is solely to ensure best practices and a smooth upgrade process with minimal disruption to your business.

You can customize

Objects including new fields, active links, filters, forms and views. Add a new active link in a process that pops up a dialog box. Hide a non-mandatory field. Pop up any scripts that matches categorization on incident. Determine that worklog needs to be a required field to change ticket status. Add new fields on configuration items that captures audit dates. Add a button that calls a new form.

BMC will customize workflow affecting core processes

Modify risk values and change calculations. Allow an incident status to change from closed to pending. Remove validation around change start and end dates.

Enhancement Services
In addition to the basic on-boarding services, customers can purchase Enhancement Services to create advanced interface forms, configure complex workflow and integrate third-party applications. The services can also be used for branding, reporting, data conversions and other non-standard requirements.

Administration
BMC Software also provides basic administration services to eliminate the need to hire and train dedicated resources to support BMC Remedy OnDemand. Administration services include user guidance, ticket handling, user management, data and application setting configuration, customer support management, enhancement testing, auditing, general maintenance, and a health check every six months.

Education
Because three out of four IT projects fail to realize value due to poor user adoption, BMC Educational Services helps you succeed with industry-leading practices. For BMC Remedy OnDemand, we provide training for both the project management team and end users. Project-team enablement training prepares technical resources for the implementation process. From ITIL v3 to hands-on application training, we also teach your operators how to use the ITSM suite.

PAGE 4 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

Architecture
You need a platform you can trust. A solution that is reliable, secure and fast. The cloud infrastructure underneath BMC Remedy OnDemand is managed by a world-class team of experts, who leverages 20 years of technology innovation to service some of the biggest and most-complex IT environments in the world. Still, our solution is simple, modern, scalable and intelligent.

Networking
As a software-as-a-service solution, BMC Remedy OnDemand is accessible from most Internet-connected browsers in the world.

Virtual Private Network

General VPN connectivity information, such as IKE and IPSEC parameters, is required to set up the VPN connection. After the VPN is implemented, network changes may impact the operation of the VPN. It should be noted that changes to IP addresses or ports will result in an inability to access one or more servers over the VPN. Therefore, it is important to take into consideration the impact on the VPN when planning network changes related to BMC Remedy OnDemand.

PAGE 5 OF 9

CONFIDENTIAL

BMC Remedy OnDemand Product Overview

Disaster Recovery
BMC offers three Disaster Recovery options for BMC Remedy OnDemand customers. With your subscription, you receive Standard Disaster Recovery services at no extra cost. For organization with greater requirements for data loss and recovery time, we also offer Enhanced and Premium Disaster Recovery services.

Services

Recovery Point Objective (RPO)

Recovery Time Objective (RTO)

Cost

Standard

24 hours

Best effort

Included in subscription

Enhanced

24 hours

72 hours

$2,000/month

Premium

2 hours

4 hours

$10,000/month

Security
As a SAS 70-certified vendor, BMC understands that the confidentiality, integrity and availability of your operational information are vital to your business. We use a multi-layered approach to protect your data, constantly monitoring and improving applications, systems, and processes to meet the growing demands and challenges of security. In the event of any breach, BMC will begin immediate remediation processes. Customers are contacted as soon as commercially reasonable.

Encryption
Data in transit is encrypted. By default, data at rest is not encrypted, but can be if required. BMC has external security audits and external penetration tests conducted by independent firms twice a year.

Physical Security
BMC meets ISO 27002 standards for physical security, control of restricted access, management of human resources, data security and confidentiality, environment controls, business continuity, logical access controls, and anti-virus protection. Physical access is restricted to authorized personnel only and managed via motion sensors, non-dedicated gate security entrance, cardkey access and video surveillance.

Network Security
BMC has implemented secure access methods and restrictions to all network-related components. We have an ASA 5540 firewall, internal and external zones and DMZs on the firewall, plus 24-hour logging of Intrusion Detection System (IDS) and firewall logs (handled via a Managed Security Service Agent). Each customer environment is on a logically separate network, implemented using VLAN technology, and all service packs, security patches and firmware are up-to-date. BMC also blocks all non-necessary ports and conducts third-party penetration tests and security audits two times per year.

Server Security
Servers are hardened at the operating system, application and database level. All servers are protected with up-to-date anti-virus software with realtime scanning for all I/O operations.

Application Security
Application security is provided at three levels, Web, database and the AR System: All web access is secure and managed via third-party certificates. BMC will not provide direct write access to the database, and will provide read-only direct access under certain circumstances only. Administrative access is only available to pre-selected, pre-approved users. The BMC AR System allows for robust role-based access control to the applications and underlying data.

PAGE 6 OF 9

CONFIDENTIAL

Business runs on IT. IT runs on BMC Software. Business thrives when IT runs smarter, faster and stronger. Thats why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended June 30, 2011, BMC revenue was approximately $2.1 billion.