BMC Client Management OnDemand delivers distributed endpoint management (mobile, laptop, desktop, and server), helping IT deliver great service to end-users while minimizing cost, maintaining compliance, and reducing security risks.
- Automated endpoint management
- Asset discovery
- Asset inventory
- Patch management
- Software license compliance
- Remote control services
- Elimination of manual tasks and activities
- Elimination of penalty fees for failed audits
- Improvement in employee productivity
- Automating processes results in improved quality over manual processes
- Time savings for automation, data points to make better decisions
- Increased productivity and job satisfaction
- Ability to pass audits and prevent security breaches
£1.09 per device
BMC Software Distribution BV
+44780 864 3515
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Planned maintenance window each month, mutually agreed with customer in advance. Although a monthly window is planned, it is used only as needed.|
|System requirements||Standard web browser, Firefox, Chrome, Internet Explorer or similar.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
S1 15 Minutes
S2 30 minutes
S3 4 business hours
S4 16 business hours
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
BMC provides a 99.9% production availability service level agreement with service credits for breach.
Guaranteed response times for requests based on severity:
S1 - 15 mins
S2 - 30 mins
S3 - 4 business hours
S4 - 16 Business hours
A named Business Relationship Manager is assigned to each account to help you liaise between BMC's operations and support staff and to provide regular updates to your service delivery.
For an extra fee, BMC offers Concierge support services that provide focused or dedicated support staff / roles.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Onboarding services are usually provided by BMC Global Services or a trusted partner.|
|End-of-contract data extraction||When the contract ends, data is returned to the customer upon request. The user needs to submit a service request through the BMC Support portal at www.bmc.com/support. Users can extract the object node data via file export in XML.|
Upon service expiration or termination, BMC will return customer data to the customer upon request. After the data is delivered, BMC will permanently remove the customer's data by destroying the database encryption keys and overwriting the data with binary zeroes.
There is no additional charge for this data extraction task.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||WCAG 2.0 A|
|What users can and can't do using the API||
BMC provides the following API solutions for the BCM platform:
Remedy AR System.
Additionally, integrations may be configured using:
Web Services: Third party applications can gather data from and exchange with the BMC database via REST (Representational State Transfer) API.
Open Database Connectivity (ODBC) Access: Third-party tools with appropriate permissions can access any information in the BMC database via ODBC.
Atrium CMDB Integration: Retrieve data from the Client Management database, transform it into data in the format required by the Atrium CMDB, and finally insert this data into the Atrium database.
|API documentation formats||
|API sandbox or test environment||Yes|
|Independence of resources||Each customer has its own instances of the BMC RaaS application(s), on dedicated virtual machines (VM) within a VLAN. Each VM is scaled to meet the needs of the individual customer, with a variety of monitoring tools used to proactively assess system performance.|
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||The object nodes can be exported via file export in XML.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||XML|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||BMC provides a 99.9% contracted availability service level agreement, with hour for hour service credits for breach.|
|Approach to resilience||
BMC RaaS is designed from the ground up for high availability. This design starts with multiple hardened data centers,
followed by redundant hardware, and is completed with software that gracefully handles failures without impacting customers.
Our architecture ensures that most failures within the BMC RaaS cloud are completely transparent to users. This means that our
Disaster Recovery Plan is reserved for real disasters, not common failures.
|Outage reporting||Any planned outage is reported in advance. A customer live dashboard is available, in addition BMC provide notifications.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||BMC requires individuals who access management interfaces to be registered with a valid BMC-customer email address. The Business Relationship Managers review the list of authorised individuals quarterly with the customer to ensure the list contains valid personnel.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||11/04/2017|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||None|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
BMC’s RaaS offerings are designed based upon NIST (National Institute of Standards and Technology) NIST 800-53, Rev 4 controls and standards in order to provide enterprise grade security for our customers. BMC utilizes a defense in depth methodology that focuses on redundant controls to prevent and mitigate impacts to the confidentiality, availability, and integrity of customer data and services.
Adherence to BMC's security policies is governed by the BMC Information Systems Security Officer (ISSO). Policies are reviewed annually with signoff required by the ISSO and the VP of SaaS Operations. Employees are required to take online training quarterly.
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||BMC's change management processes are governed by a Change Advisory Board (CAB). The CAB is a group comprised of BMC SaaS Operations representatives that advise the change management team about the risk and impact of all changes made to a customer system. Any change to the system requires a request for change (RFC) document, a formal proposal for the change that describes the details of the change, steps required to execute the change, and a backout plan.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
BMC RaaS performs numerous checks against threat and vulnerability assessments, including monthly vulnerability scans against all internal systems, annual penetration tests from an authorized third-party, ongoing web application penetration tests, and application reviews for all major releases. Findings are reviewed by system owners as part of the monthly maintenance process.
BMC also subscribes to the IBM X-Force Threat Assessment Service (X-FTAS) and receives daily reports of all emerging threats. This report is reviewed daily by both Information Security teams and actions are taken according to the threat they pose to our environments.
Vulnerability patching is done as soon as possible.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
BMC uses specialized appliances to mitigate denial of service/distributed denial of service (DOS/DDOS) attacks. These appliances and configurations are placed based on a concise and strategic network design. Our systems are tested against DDOS resiliency by a third party. Third party perimeter, network and application penetration tests are conducted annually.
BMC responded to security incidents as soon as they are reported. Impacted customers, if any, are notified as soon as possible after the threat has been validated by BMC's Information Systems Security Officer.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
If service is disrupted in your production environment, the BMC RaaS team restores service as quickly as possible. After service has been fully restored, BMC provides a Reason for Outage (RFO) document in the following situations:
> the disruption resulted in an outage; or
> the disruption resulted in significant service degradation.
RFO reports are provided by your Business Relationship Manager. Users may report incidents via phone, email or web (via the BMC RaaS support portal).
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£1.09 per device|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||
BMC provides a proof-of-concept (POC) system for its services. This POC instance provides access to all Remedy applications from a secure data centre facility. The customer may use, configure, customise and integrate to the POC instance as required.
POCs are offered for 30 days at no cost.
|Link to free trial||Contact your BMC Account Manager|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|