What's New in the BMC Remedy Suite

© Copyright 3/24/2015 BMC Software, Inc1
Peter Adams
Principal Product Manager
October 14, 2014
What’s New in the BMC
Remedy ITSM Suite

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

We’re in the middle of a revolution
SERVICE MANAGEMENT

COMPLICATIONThe Best Tools Are Nothing
Without User Engagement

Improving Service Management Processes
in 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 ITSM
7.6.04 SP2 and higher, with
Service Desk and Knowledge
Management installed
Additional Languages beyond
English 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
Service
Requests
Submittal

INTELLIGENT
BEAUTIFUL
MOBILE
…the Service Desk built for you.

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

LOWER COST OF SERVICE
through mobility, collaboration and knowledge
COSTS

FASTER LEARNING
Intuitive app provides better user adoption and more productive workforce

POWER OF REMEDY
With the experience to match

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)

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 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

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 Supported
with 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 collaboration
about 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 change
calendar for graphical
representation of other
ITSM 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 of
articles
– Quick specification of
right relationship

(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

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

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 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

(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

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

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

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 ITSM
The Road Ahead
Bringing 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

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

(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

What's New in the BMC Remedy Suite

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