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What's New in the BMC Remedy Suite

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Learn about the exciting new capabilities delivered with the latest releases in the BMC Remedy ITSM Suite over the past year. From Remedy ITSM 8.1 Service Packs to BMC MyIT to the new Remedy user experience, new capabilities help you extend the business value delivered through Remedy ITSM—often at no additional cost. You will see what was delivered and how it improves your ITSM process. With the help of real-life use cases, we plan to demonstrate how to make best use of these new capabilities. At the end of the session, we will give an outlook into the future direction of the Remedy ITSM Suite.

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What's New in the BMC Remedy Suite

  1. 1. © Copyright 3/24/2015 BMC Software, Inc1 Peter Adams Principal Product Manager October 14, 2014 What’s New in the BMC Remedy ITSM Suite
  2. 2. © Copyright 3/24/2015 BMC Software, Inc2 Agenda 1. What’s Driving Remedy ITSM Investment User experience and process/platform enhancements drive new levels of value 2. Smart IT - The new Remedy ITSM User Experience Modern, innovative UI for betters service support with full mobility 3. Remedy Platform and Application Enhancements Customer-driven, incremental enhancements that are easy to adopt 4. The Road Ahead Exciting things to come for Remedy customers 5. Q & A
  3. 3. © Copyright 3/24/2015 BMC Software, Inc3 We’re in the middle of a revolution SERVICE MANAGEMENT
  4. 4. © Copyright 3/24/2015 BMC Software, Inc4 COMPLICATIONThe Best Tools Are Nothing Without User Engagement
  5. 5. © Copyright 3/24/2015 BMC Software, Inc5 Improving Service Management Processes in a Complex World
  6. 6. © Copyright 3/24/2015 BMC Software, Inc6 BMC Remedy with Smart IT The new Remedy ITSM User Experience Intelligent. Beautiful. Mobile.
  7. 7. © Copyright 3/24/2015 BMC Software, Inc7 Modern User Experience for IT Staff. Made Available To Remedy ITSM Customers at No Additional License Costs
  8. 8. © Copyright 3/24/2015 BMC Software, Inc8 With Smart IT, You Can Easily Extend the Value of Your Remedy ITSM Solution Business Logic, Data Store, Integrations IT Users (as far supported by Smart IT) Other IT Users Mid-tier Business Users (MyIT) New UX
  9. 9. © Copyright 3/24/2015 BMC Software, Inc9 Comprehensive Mobile ITSM Capabilities as Part of Standard Product Support for iOS and Android tablets in Smart IT 1.0. Smartphone support coming soon
  10. 10. © Copyright 3/24/2015 BMC Software, Inc10 Available for All Supported Remedy ITSM Versions Supported for Remedy ITSM 7.6.04 SP2 and higher, with Service Desk and Knowledge Management installed Additional Languages beyond English planned for follow-up SP1 release
  11. 11. © Copyright 3/24/2015 BMC Software, Inc11 Developed with User-Centric Design First-line Service Desk Agent Field Support Technician Second-line/Third-line SD agent Service Desk Manager (partial)
  12. 12. © Copyright 3/24/2015 BMC Software, Inc12 Covered Personas Can Perform Key Use Cases 1st-line Service Desk Agent Configuration Management Database Incident Management Knowledge Management Workorder Management Service Level Management Task Management Service Requests Submittal
  13. 13. © Copyright 3/24/2015 BMC Software, Inc13 13BMC Confidential / Subject to Change
  14. 14. © Copyright 3/24/2015 BMC Software, Inc14 14
  15. 15. © Copyright 3/24/2015 BMC Software, Inc15
  16. 16. © Copyright 3/24/2015 BMC Software, Inc16 16
  17. 17. © Copyright 3/24/2015 BMC Software, Inc17 17BMC Confidential / Subject to Change
  18. 18. © Copyright 3/24/2015 BMC Software, Inc18 18
  19. 19. © Copyright 3/24/2015 BMC Software, Inc19 19
  20. 20. © Copyright 3/24/2015 BMC Software, Inc20
  21. 21. © Copyright 3/24/2015 BMC Software, Inc21
  22. 22. © Copyright 3/24/2015 BMC Software, Inc22 INTELLIGENT BEAUTIFUL MOBILE …the Service Desk built for you.
  23. 23. © Copyright 3/24/2015 BMC Software, Inc23 MORE RESPONSIVE & TIMELY SERVICE at or away from the service desk, for satisfied customers
  24. 24. © Copyright 3/24/2015 BMC Software, Inc24 LOWER COST OF SERVICE through mobility, collaboration and knowledge COSTS
  25. 25. © Copyright 3/24/2015 BMC Software, Inc25 FASTER LEARNING Intuitive app provides better user adoption and more productive workforce
  26. 26. © Copyright 3/24/2015 BMC Software, Inc26 POWER OF REMEDY With the experience to match
  27. 27. © Copyright 3/24/2015 BMC Software, Inc27 Learn More about BMC Remedy with Smart IT at the BMC Engage 2014 Event • Live Launch Event for Smart IT Wednesday, Oct 15, at 12noon, Keynote Hall (Lunch will be provided in the hall.) • Session 64: Remedy with Smart IT – The “Knock Your Socks Off” Remedy ITSM User Experience Wednesday, Oct 15, 2 – 3 pm, Room E-3 • Session 273: Take a Look Under the Hood of BMC Remedy with Smart IT: An Architectural Review Wednesday, Oct 15, 3 – 4 pm, Room A-3 • Various Smart IT labs and test drives (pending availability)
  28. 28. © Copyright 3/24/2015 BMC Software, Inc28 Remedy Platform and Application Enhancements in 8.1 SP1 and SP2 Customer-Driven Enhancements for Better Service Management Performance
  29. 29. © Copyright 3/24/2015 BMC Software, Inc29 Enhanced Performance and Availability Through Improved Cache Management • Previously: – Browser caching often prevented changes from showing up to user resulting in inconsistencies in the UI • Challenge: – Unnecessary AR Server / Mid-tier re-starts; unnecessary cache flushes • Now: – Changes in Remedy ITSM can be made without the need to flush mid-tier or user browser cache; simply cache sync is sufficient • Other caching enhancements – Validation of mid-tier cache at startup (check for corruption, e.g. after Tomcat crash); cache is automatically rebuilt – Cache exception handling • Benefit: – Smoother, more controlled changes with less manual steps and user disruption
  30. 30. © Copyright 3/24/2015 BMC Software, Inc30 Enhanced Search Performance and Availability Through Full-Text Search (FTS) Support of Server Groups • Redundant configuration: An additional FTS Server may be added to the Server Group to provide redundant backup and hot-fail-over. • Benefit: – Higher FTS availability and improved search performance
  31. 31. © Copyright 3/24/2015 BMC Software, Inc31 Improved Security by Restricting File Uploads (Attachments) to Specific File Types • File extensions managed via positive list or negative list • Can extend to external programs (e.g. anti-virus checks) • Benefit: – Additional security control exe, bat, … pdf, jpg, docx, … AntiVirus (optional)
  32. 32. © Copyright 3/24/2015 BMC Software, Inc32 Remedy ITSM Mid-tier Based UI now Officially Supported with Google Chrome Browser • Benefit: – More choices for users – Better performance
  33. 33. © Copyright 3/24/2015 BMC Software, Inc33 Effective, Auditable Management of Change Collisions • Simpler UI (filter, details via tooltip, bulk updates, justification, ….) • Audit trail of collision management activities • Release collisions • Chat collaboration about collisions • Benefit: – Better change control
  34. 34. © Copyright 3/24/2015 BMC Software, Inc34 Expanded Use of Remedy ITSM Change Calendar • Additional data sources covered in Remedy ITSM calendar: incidents, problems, planned & unplanned outages , … • View/Create Broadcasts from calendar UI • Automated collision detection display • Export to calendar (Outlook, …) • Benefit: – Leverage existing change calendar for graphical representation of other ITSM ecosystem events
  35. 35. © Copyright 3/24/2015 BMC Software, Inc35 Risk Calculation for Changes before Saving Change Record • New refresh button to calculate risk before saving the change record • Less system impact and less effort for audit trail review • Benefit: – Easier, faster, intuitive way to determine change risk creates faster time to value
  36. 36. © Copyright 3/24/2015 BMC Software, Inc36 ITSM Application Usability Enhancement (Knowledge Management) • Save user preference for data sources in global search and knowledge search • Easier creation of hyperlinks to other articles • Improved handling of draft articles • Additional option to create relationship via “Relate” button • Add RKM coverage to Remedy Data Wizard • Benefit: – User convenience in more granular search choices – Faster creation of articles – Quick specification of right relationship
  37. 37. © Copyright 3/24/2015 BMC Software, Inc37 ITSM Application Usability Enhancement (Asset Management) • Additional fields to filter data in search • Check reconciliation status • Easier update people relationships – Streamlined dialog – Bulk add • Inventory management • Quick search • Option to save preferences for a user • Benefit: – Faster Asset Search & Updates
  38. 38. © Copyright 3/24/2015 BMC Software, Inc38 ITSM Application Usability Enhancement New, Easier-to-Use, Self-service Portal for Virtual Agent • Modern design for user interface • Customizable elements to “brand” to customer organization preferences • New UI available with a simple configuration change Benefit – Less cluttered, more intuitive interface will improve product image and appeal, and bolster user adoption
  39. 39. © Copyright 3/24/2015 BMC Software, Inc39 ITSM Application Usability Enhancement Expanded Scope of Inbound Email Management • Records on inbound email used to be limited to incidents • Now inbound email can create new change requests & work orders • Benefit: – More productivity, less manual steps for IT users new new …
  40. 40. © Copyright 3/24/2015 BMC Software, Inc40 Administrative Improvements Global Template Assignment for Incident, Change, Release • Can now assign incident, change, and release templates to select groups or all groups globally, eliminating need for manual assignment per template, per group Benefit: - Easier and faster way to share and manage templates within Remedy ITSM
  41. 41. © Copyright 3/24/2015 BMC Software, Inc41 Administrative Improvements (Service Request Managements) • Now just the changed elements of SRDs can go straight to production • Add SRM coverage to Remedy Data Wizard • Improved Variable Mapping editor – no more • UI Changes: Request Details screen resizable & part of ITSM navig framework • Ability to respond to approver questions from within SRM UI • Benefit: – Saves time by making product easier to administer changes in SRDs and easier for users to interact with SRM SRD Update
  42. 42. © Copyright 3/24/2015 BMC Software, Inc42 Administrative Improvements Unified Data Management (UDM) • Separates the loading of foundational data from transactional data resulting in quicker, error-free data loads – 70% less required fields • Visually shows relationships to data items after loading in central view • Master copy of data can now be moved seamlessly between environments Benefit: – Simplifies and fine-tunes the loading process, shortening time to value New, Easy-to-use, intuitive On-boarding Wizard for UDM
  43. 43. © Copyright 3/24/2015 BMC Software, Inc43 Administrative Improvements Unified Data Management (UDM) • New spreadsheet template guide for admins to use as data load source – Has less fields, columns, and tabs, better help text, and more default values to create cleaner, faster data loads • Import of CI types simplified and type support extended from about 5 CI types to about 20 CI types • Remedy Knowledge Management approval mapping info can be included in data load via the UDM console Benefit: – More data types loaded more quickly and efficiently saves time and increases scope of data Enhanced Data Management with Simplified Spreadsheets
  44. 44. © Copyright 3/24/2015 BMC Software, Inc44 Release of Atrium Single Sign-on 9.0* • Previous version had console for SSO implementation – now same console can be used for integrations to AR and the mid-tier, eliminating command line requirement and need to access multiple installers on separate servers • Now supports multi-realm, multi-tenant deployments – Each tenant can use independent authentication technology/source Benefit: – Simplified processes means faster time to SSO value *Not technically part of service pack 2, but releasing at same time
  45. 45. © Copyright 3/24/2015 BMC Software, Inc45 Real-Time Formless Crowdsourced Context-Aware Appointments App store Virtual Agent Social MyIT IS THE NEXT-GENERATION DIGITIAL-SERVICE
  46. 46. © Copyright 3/24/2015 BMC Software, Inc46 BMC Remedy ITSM The Road Ahead Bringing ITSM to Life
  47. 47. © Copyright 3/24/2015 BMC Software, Inc47 Continued Investment in Providing Leading User Experience for Service Consumption & Delivery MyIT Remedy with Smart IT Simple to Use People Not Process Consumerized Persona Based
  48. 48. © Copyright 3/24/2015 BMC Software, Inc48 Platform Modernization, Administrative Efficiency, and Modern, Simplified In-App ITSM Reporting
  49. 49. © Copyright 3/24/2015 BMC Software, Inc49 © Copyright 3/24/2015 BMC Software, Inc 49 Questions
  50. 50. © Copyright 3/24/2015 BMC Software, Inc50 Thank You.
  51. 51. © Copyright 3/24/2015 BMC Software, Inc51 General Administration Enhancements Atrium Integrator (AI) Enhancements • AI jobs can now be configured to switch to the newly active AR server in case of a AR server failover • Migrate integrations from development server to QA server to production server with via console, eliminating command line requirement • Verification of transformations (integration tasks) now at the job level to give more granular visibility when confirming and/or troubleshooting integrations before they execute, reducing failed jobs Benefit: – Increased reliability and utility of integration strategies
  52. 52. © Copyright 3/24/2015 BMC Software, Inc52 General Usability Improvements Support for e-Signature on Approval Central • Currently, approval central allows approvers to approve multiple requests simultaneously • This feature adds a configuration option for highly regulated industries (such as Pharma) that enforces login and password to be authenticated before approving or rejecting every individual change request Benefit: – Improved control and compliance for customers with e-signature requirement secures and streamlines processes and accelerates change management
  53. 53. © Copyright 3/24/2015 BMC Software, Inc53 ITSM Application Usability Enhancement (Incident Management) • Configuration option that auto-populates the “Impacted Areas” (geographic) field – For incidents, impacted area is determined based on customer location – For problems, impacted area is determined based on problem location • Benefit: – Reduces request documentation time … Auto-population of “Impacted Areas” for Incident and Problem Management