What's New in the BMC Remedy Suite

© Copyright 3/24/2015 BMC Software, Inc1

Peter AdamsPrincipal Product Manager

October 14, 2014

What’s New in the BMC Remedy ITSM Suite


Agenda

1. What’s Driving Remedy ITSM InvestmentUser experience and process/platform enhancements drive new levels of value

2. Smart IT - The new Remedy ITSM User ExperienceModern, innovative UI for betters service support with full mobility

3. Remedy Platform and Application EnhancementsCustomer-driven, incremental enhancements that are easy to adopt

4. The Road AheadExciting things to come for Remedy customers

5. Q & A


We’re in the middle of a revolution

SERVICE MANAGEMENT


COMPLICATIONThe Best Tools Are Nothing Without User Engagement


Improving Service Management Processesin a Complex World


BMC Remedy with Smart IT The new Remedy ITSM User Experience Intelligent. Beautiful. Mobile.


Modern User Experience for IT Staff. Made Available To Remedy ITSM Customers

at No Additional License Costs


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


Comprehensive Mobile ITSM Capabilities as Part of Standard Product

Support for iOS and Android tablets in Smart IT 1.0.

Smartphone support coming soon


Available for All Supported Remedy ITSM Versions

Supported for Remedy ITSM7.6.04 SP2 and higher, withService Desk and Knowledge Management installed

Additional Languages beyondEnglish planned for follow-up SP1 release


Developed with User-Centric Design

First-line Service Desk Agent

Field Support Technician

Second-line/Third-line SD agent

Service Desk Manager (partial)


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

ServiceRequests Submittal

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© Copyright 3/24/2015 BMC Software, Inc17 17BMC Confidential / Subject to Change






INTELLIGENTBEAUTIFULMOBILE

…the Service Desk built for you.


MORE RESPONSIVE & TIMELY SERVICEat or away from the service desk, for satisfied customers


LOWER COST OF SERVICEthrough mobility, collaboration and knowledge

CO

STS


FASTER LEARNINGIntuitive app provides better user adoption and more productive workforce


POWER OF REMEDYWith the experience to match


Learn More about BMC Remedy with Smart ITat the BMC Engage 2014 Event

• Live Launch Event for Smart ITWednesday, 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 ExperienceWednesday, Oct 15, 2 – 3 pm, Room E-3

• Session 273: Take a Look Under the Hood of BMC Remedy with Smart IT: An Architectural ReviewWednesday, Oct 15, 3 – 4 pm, Room A-3

• Various Smart IT labs and test drives (pending availability)


Remedy Platform and Application Enhancements in 8.1 SP1 and SP2 Customer-Driven Enhancements for

Better Service Management Performance


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


Enhanced Search Performance and Availability ThroughFull-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 andimproved search performance


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)


Remedy ITSM Mid-tier Based UI now Officially Supportedwith Google Chrome Browser

• Benefit:

– More choices for users

– Better performance


Effective, Auditable Management of Change Collisions

• Simpler UI (filter, details via tooltip, bulk updates, justification, ….)

• Audit trail of collision management activities

• Release collisions

• Chat collaborationabout collisions

• Benefit:

– Better change control


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 changecalendar for graphicalrepresentation of otherITSM ecosystem events


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


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 ofarticles

– Quick specification ofright relationship


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


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


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

…


Administrative ImprovementsGlobal 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


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 easierfor users to interact with SRM SRD Update


Administrative ImprovementsUnified 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


Administrative ImprovementsUnified 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


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


Real-Time

Formless

Crowdsourced

Context-Aware

Appointments

App store

Virtual Agent

Social

MyIT IS THE NEXT-GENERATION DIGITIAL-SERVICE


BMC Remedy ITSMThe Road AheadBringing ITSM to Life


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


Platform Modernization, Administrative Efficiency,and Modern, Simplified In-App ITSM Reporting

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Questions


Thank You.


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


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


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

Technology

What's New in the BMC Remedy Suite