Fusion GBS is a Platinum Partner of BMC, reselling BMC Remedy as a Service. Remedy is the gartner magic quadrant leading ITSM solution, offering an intuitive mobile first user experience, increasing productivity and dramatically reducing the cost of ITSM for the digital organisation.
- Formless IT Service Management
- OOTB ITIL aligned processes
- Mobile first user experience
- Persona based user experience
- Powerful analytics and reporting capability
- Cognitive service management through IBM Watson integration
- Delivered from the cloud of your choice (BMC, AWS/Azure, Private)
- Concurrent and named licence model
- 75% greater efficiency with formless UI
- Mobile first designed to be used on the go
- Conforms to best practice ITIL processes
- Single or Multi-tenancy allows for complex data segregation
- Scalability to support the largest organisations
- Intuitive drag and drop reporting creates reports on the fly
- Drive efficiency through AI and auto-categorisation of tickets
- Omni-channel interaction improves customer experience
- No upgrade costs with 6 monthly feature releases
£40.78 per licence
- Free trial available
Fusion Business Solutions
0208 814 6170
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|System requirements||Supported browser version is required|
|Email or online ticketing support||Email or online ticketing|
|Support response times||SLAs vary according to Priority.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|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:
P1 - 15 mins
P2 - 30 mins
P3 - 4 business hours
P4 - 16 Business hours
Fusion provides additional support dependent on customer requirement.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||New users of the service will engage through Fusion Account Management and CTO Office to build a statement of work to deliver any required implementation service. Throughout each project roles and escalation paths are clearly defined ensuring that the customer has full visibility of the project status. Support, where required, is accessed through our in house support function and delivered by certified consultants. A full range of services are provided including Consulting, Implementation, Training, Communication Strategy, and Support.|
|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 OnDemand Support portal and ask for what data they want returned and in what format. Possible formats include a database backup file or a .csv file.|
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||Yes|
|Differences between the mobile and desktop service||
The engaging user experience is personalised to your role and device ensuring that you see the information you need to do your job more effectively. The context-aware capabilities in Remedy 9 ensure you are
automatically presented with relevant incidents, problems, articles, assets, and services to save you time running searches and reports.
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||Can be provided on request. Supplier needs to refer to BMC.|
|What users can and can't do using the API||
BMC provides the following API solutions for the Remedy AR platform:
C API - the C API is defined by a set of functions and data structures, and is implemented as a C library that you can link into your own programs.
Java API - the Java API is a collection of classes, interfaces, and relationships that provide full client functionality in a style consistent with typical Java programming techniques. Like the C API, the Java API is forward and backward compatible with other versions of BMC Remedy AR System.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
BMC Remedy OnDemand allows for customisations to the applications. Common customisations include the addition of a new field on a form, or changes to the behavior of workflow.
Customisations are performed by use of the BMC Developer Studio, an integrated development environment (IDE) for BMC Remedy AR System applications. It provides application development functions with a modern, powerful, easy-to-use interface.
Users with a working knowledge of the Remedy AR platform may customise the solution. BMC recommends using our published best practice guidelines when developing customisations.
|Independence of resources||Each customer has its own instances of the OnDemand 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||Yes|
|Metrics types||BMC provides a service status dashboard that displays real-time metrics for your production instance, available from your desktop or mobile device. This dashboard features a modern interface to provide you with a detailed view into real-time usage metrics such as transaction volumes, active and historical license consumption, application usage, login response times, support metrics, application version, broadcast messages and more, all from a single view.|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||BMC Software|
|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 solution provides a comprehensive reporting solution which enables data to be extracted and exported to a variety of formats - e.g. CSV, XLS, DOC, PDF, RTF.
Additionally, the solution incorporates the Atrium Integrator (AI) which is an integration tool that facilitates the importing and exporting of data from/to a wide variety of external data sources. AI provides a "best of breed" ETL tool with a broad range of transformation capabilities.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|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 Remedy OnDemand 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 OnDemand 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.|
|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 OnDemand 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 OnDemand 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 Remedy OnDemand 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 Remedy OnDemand 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||£40.78 per licence|
|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.