Suggested Certification for BMC Remedy

BMC Certified Associate: Remedy AR System
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Interview Questions and Answers

BMC Remedy is an IT Service Management (ITSM) platform that automates and manages IT service processes such as incident, problem, change, and asset management.

The core modules include Incident Management, Problem Management, Change Management, Asset Management, and Service Request Management.

The Action Request (AR) System is the underlying platform of Remedy, providing the foundation for workflow automation, form design, and data management.

The Mid Tier acts as a bridge between the Remedy AR System server and client browsers, enabling users to access Remedy applications via a web interface.

BMC Remedy supports databases like Oracle, Microsoft SQL Server, and PostgreSQL, depending on the deployment.

A form is a data structure used to store and display records in the Remedy system. Each form has fields, permissions, and workflow rules.

Filters are server-side workflow objects that trigger actions such as validations, field updates, or notifications when a condition is met on a form.

Active Links are client-side workflows that trigger in response to user actions, such as clicking a button or modifying a field value.

Escalations are time-based workflows used to automate actions after specific time intervals, such as sending reminders or updating statuses.

A Filter Guide is a collection of filters that execute in a defined sequence, enabling multi-step workflows or data transformations.

Remedy integrates through Web Services (SOAP/REST), API calls, email engines, and third-party connectors for tools like SAP, ServiceNow, or monitoring systems.

Incident Management focuses on restoring service quickly, while Problem Management identifies and eliminates the root cause of incidents.

The Configuration Management Database (CMDB) stores information about Configuration Items (CIs) and their relationships, forming the foundation for ITIL-based service management.

SLA Management allows organizations to define, track, and report on Service Level Agreements to ensure timely service delivery.

Smart IT is the modern, intuitive interface for BMC Remedy ITSM that enhances user experience with social collaboration and mobile access.

MyIT (now known as Digital Workplace) is the self-service portal that allows end users to request services, report issues, and track requests easily.

Common user types include Administrator, Support Staff, End User, and Guest, each with specific permissions and access rights.

The AR System API provides programmatic access to Remedy data and workflows, allowing integration or automation using external applications.

Remedy is typically on-premise, while BMC Helix ITSM is the cloud-based version offering AI-driven automation and scalability.

Data can be migrated using Data Import Tool, AR Migrator, or through export-import utilities using AR APIs or Remedy Developer Studio.