In many organizations, IT Service Requests and Incidents are still reported by emails and then translated into a structured ITSM solution.

This time-consuming process, often combined with low acceptance of the ITSM tools, prevent organizations to reach the desired level of maturity.

In addition, the loss of information that usually occurs when transferring the information into a structured ITSM solution leads to a loss of quality and service efficiency.

To overcome these issues, it was necessary to develop a solution that would simplify, accelerate and consolidate these processes. This is how ITSM4Outlook was born.

This exclusive solution helps organizations to bridge those gaps and switch perspective of both business and IT.

Presentation of ITSM4Outlook

ITSM4Outlook is an application that is installed as a Microsoft® Outlook® extension. It acts as a bridge between Outlook® and the BMC® Remedy ITSM Suite®. ITSM4Outlook is an intuitive and powerful application that enable Support Staff to perform IT Service Management tasks right from Microsoft® Outlook® without the need to use any complex web interface.

ITSM4Outlook is revolutionizing IT Service Management thanks to its innovative approach. Its simplicity, flexibility and effectiveness are optimizing the work and performance of delivery teams. It provides a range of options and features that make easier and faster the generation, follow-up and management of IT requests throughout a whole organization. ITSM4Outlook is a smart tool that is focused on the user experience. Most the main ITSM tasks can be performed right from Outlook® through a clear and intuitive interface. With ITSM4Outlook, there is no complex tasks or hiding function. What you see is what you get.

Benefits of ITSM4Outlook

The adoption of ITSM4Outlook brings companies several important benefits

Reduction of Costs

ITSM4Outlook reduces the amount of time needed to perform ITSM tasks. It contributes to accelerate service restoration and reduce down-time costs.

Ensure IT Staff Satisfaction

ITSM4Outlook simplifies and automates the day-to-day work of users. Its ease of use and increase of performance ensure user acceptance.

Boost Service Quality

ITSM4Outlook greatly improves the effectiveness of IT Staff and therefore increases the quality of the IT service provided.

Enhance ITSM Efficiency

ITSM4Outlook makes easier and faster the generation, follow-up and management of IT Requests throughout a whole organization.

Standardization and Optimization

ITSM4Outlook consolidates the standardization of IT processes and improves the tracking and resolution of IT requests throughout a whole organization.

Increase Competitiveness

ITSM4Outlook improves service quality, productivity and efficiency. Therefore, it contributes to increase the competitiveness of an organization.

Features of ITSM4Outlook

Thanks to ITSM4Outlook, all the main ITSM tasks can be performed right from Outlook® without the need to open the BMC® Remedy ITSM® web interface.
At a glance, ITSM4Outlook enables you to:

  • Submit incidents directly from Outlook®
  • Never lose track of your ITSM workload
  • Automatically attach the source email in work logs
  • Perform automatic customer validation, classification and routing
  • Own a ticket or assign it to a team member
  • Update status in one click
  • Dispatch/escalate a ticket to another team
  • Add a quick work info
  • Resolve and cancel
  • Automatically add Incident ID to the mail subject
  • And many more ...


ITSM4Outlook is a solution specifically designed and developed for IT Service Management staff that work with the ITSM solution developed by BMC® (BMC Remedy ITSM Suite®). Currently, ITSM4Outlook only runs on Windows® platform.

ITSM4Outlook works on the following systems:

  • Microsoft Office® 2010/2013/2016
  • Windows® 7/8/8.1/10
  • BMC® Remedy ITSM Suite® from version 8 onward

ITSM4Outlook, HDT, HDT Software, and the HDT Software logo are registered and are the exclusive properties of HDT Software Limited. BMC and BMC Remedy ITSM Suite are registered trademarks of BMC Software, Inc., registered in the U.S. and other countries. Microsoft, Windows, Office and Outlook are registered trademarks of Microsoft Corporation, registered in the U.S. and other countries.

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