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Using Communities

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Now that March survey is closed, it's time to prepare April (on this 1st day of the month).

 

I'm not ready to share detailed survey datapoints, but you all can celebrate, with these highlights:

  • we had 11% more responses than in Sept 2018 (that was already higher than March '17)
  • the responses are also very positive! (and insightful too, for things we need to improve)

 

Thank you make making BMC Communities a great place to connect, share & discover.

Far less communities?

Let's think about big impactful things we want to do in 2019.

We see a lot of value in reducing fragmentation, making sure that people learn more from from each other.

 

What if we merged some communities to force this?

 

Since we didn't want to be biased, the grouping proposed below was done randomly, and we'd like your feedback:

 

Communities to be merged (final name TBD)Comments
Remedy ITSM and TrueSight Infrastructure Mgmt2 very big (and mature) communities, it should be great
Control-M and TrueSight Server AutomationRobert, wouldn't it be great? (perhaps you influenced the random choice )
TrueSight Capacity Optimization and Discovery / ADDMWe've been lucky that both of them focus on the server/back-end infra, not the client side
Digital Workplace / MyIT and TrueSight Operations MgmtWell, Tamara, Roland, how would it work out?
Client Management and TrueSight Cloud OperationsThis would be an interesting mix, I wonder what will come out of that
BMC Helix Remedyforce and TrueSight OrchestrationOhhh, that sounds like a very interesting mix
MainView and Track-It!Rarely used in the same shop, so mingling Members should have interesting results
Customer Support Community and Customer ProgramsAs far as I remember rules, Beta Program Members need to have a Support contract (right Loretta?), so that could work out fine
Jobs/Careers and Off TopicBecause we want workstyle to be fun, don't we?
Sentry Software and Italy User GroupBecause Bertrand would probably love to visit Roma, and Venice

 

Next Steps

If you agree with these grouping, please let us know by commenting.

If you have any concern with this grouping, or have other fun groupings to propose, please comment.

 

If we have more green lights than red lights, we'll proceed with the merges in exactly 1 week, by April Monday 8th.

 

Conclusion

No kidding, survey results are exciting indeed (a lot of positive feedback, and also things we need to work on to provide a better Experience for everybody)

We'll share them end of April, exact day TBC.

 

We've simplified a lot Communities in 2018, we'll only do minor tweaks in 2019.

 

In the meantime, enjoy today, and share some humour as comment

april-fool.jpg

visual credits

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Well, what's happening?

Okay let me give you some background here. Every six months, the Communities Team runs a survey for its members; and the goal is to understand You, what you love here, and valuable suggestions; all leading to help us design a better BMC Communities experience for you.

 

 

Take the 5 minute survey now!

 

 

Why should I take this survey?

BMC Communities is created for you, powered by you, and your feedback is the most important thing to create productive experiences.

 

Reasons_Sept2018 (1).png

More people use BMC Communities to help others by answering questions, than to ask a question.

(Source: Sep '18 survey)

 

 

For instance, since our last survey in September 2018, we have taken into consideration some of the suggestions from you, and delivered on it.

 

Your FeedbackActions we took
  • We need a way to provide feedback on knowledge articles
  • Make knowledge articles easier to find                                                                               

We enabled comments on knowledge articles for most of our products, latest being Remedy AR System Remedy ITSM CMDB and Digital Workplace / MyIT from Remedy stack, as well as MainView, Solutions for Db2, and Solutions for IMS from the Mainframes world.

 

To easily find knowledge articles, there's now a dedicated search bar in the middle of the page when you go in the Knowledge tab of the product communities.

  • Getting responses to the questions we ask is our priority
  • It should be easy to find the correct answers for the questions within communities

The number of questions without any response is gradually going down; thanks to our champions (customers, partners, and BMCers).

These champions are also helping us with more answers marked as helpful/correct. We've grown around +50% in the number of questions marked as helpful/correct each day.

  • We have to always re-login to communities even if we are logged into other BMC websites

Starting last September, we've implemented a passive-authentication mechanism where you'll be automatically logged into communities, if you've logged into other BMC websites in the same browser session.

 

...and many more good things.

 

More incentives for you

Well, let's up the game by a small challenge where you can gain points too! How about that?

Finish the survey, come back to this blog, and make a public comment on how BMC Communities help you succeed. All respondents will receive +1000 points in their profiles, along with a profile badge. 

The survey ends Sunday, 31st March 2019.

Take it now!

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Happy Valentine's Day

 

The Day of Love is here!

More than a ritual, this is a day to feel love, care and to respond, express and connect. Isn't that the essence of a thriving community as well? We care about helping each other, and there are many people who have been here with us doing that for a long time now; selflessly spending a part of their time to make BMC Communities a better place.

 

Our Top Champions

 

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Do you recognize these champions?

 

 

How do we celebrate?

 

This Valentine’s Day, share the love with the Community members, not just the super champions above, who answer your queries and offer helpful advice. Let them know they’ve made your day a bit better.

@mention your champions in a comment below to share a fond memory, and as a token of appreciation you'll receive 143 points in return. Psst... the best story/memory will receive much more points too!
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Well, what's CMAD?

 

CMAD stands for Community Manager Appreciation Day, which hails on every fourth Monday of January - that's Today! This is an occasion to recognize, and give back to those superheroes who help you succeed, leveraging the power of people.

 

CMAD.JPG

Today we will celebrate CMAD with a huge shout out to our beloved community managers, who made BMC Communities what we see today. Some of them would be familiar to you, some work behind the scenes; devising strategies to nurture and grow various programs that you experience here. Let them know how he/she is making an impact and what more they can do to help you.

 

Meet & Greet our Community Managers

 

Service Management Communities

 

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Peter Adams

Sr. Director of product management,

All things Remedy & Helix

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John Gallagher

Digital Workplace rock star!

Helping the Community since 2004

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Stephen Earl

Product manager for CMDB

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Antonio Vargas

Product manager for Discovery & Helix

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Virginia Leandro and Team

The force behind Remedyforce

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Cris Coffey

Track-It! product manager,

Enjoys skiing

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Eric Liszt

Director of product management

An awesome strategist!

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Serena Lambiase

Principal product manager,

Client Management, Helix & more.

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Raphael Chauvel

Area VP, Head of product management

 

 

 

Operations, Orchestration & Automation Communities

 

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Seth Paskin

Your go-to-guy for TrueSight products

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Anthony Bryce

Director of product management,

Server Automation and more.

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Maria Riccelli

Our TrueSight Capacity Optimization expert

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Kapil Dingore

Product manager,

TrueSight Orchestration

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Criss Scruggs

Sr. Manager,

Solution marketing for Control-M

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Guy Eden

Sr. Director of product management,

Control-M

 

 

 

Mainframe Communities

 

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Carolyn Henry

Director of solution marketing,

Mainframes Solutions

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Richard Solomon

Director of customer success,

Mainframes Solutions

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Kevin McGuinn

VP, customer success

Mainframes Solutions

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Lowell Higley

Product manager,

Mainframes Solutions

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Stefanie Scott

Lead solution marketing manager,

MainView

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Susan Rice

Lead product manager,

MainView Monitoring

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Paul Spicer

Product manager,

MainView Middleware Management

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David Schipper

Product manager,

Solutions for IMS

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Phil Grainger

Product manager,

Solutions for DB2

 

 

 

Program Communities

Many communities are not focused on just one product, but cover most of our portfolio.

 

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May Bakken

Magician for Developer community,

Helix worldwide evangelist

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Loretta Seto

Runs awesome

Beta Programs

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Daisy Tam

Beta program magician

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Karen Farrell

Partner Communities Queen

User # 61 on BMC Communities!

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Susan Duroff

Sr. Manager, channel operations

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Pam Fitzwater-Johansen

Sr. Director, channel operations

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Samantha Amend

Early adopter in Premier Support groups

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Matt Fitzgerald

Trending in Premier Support groups

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Jesse Richardson

King of Customer Support

community

 

 

Be a part of the celebrations

 

CMAD is all about appreciating the community managers for their hard work, and you can definitely treat them with a coffee, give a hug (if you see them in person) OR

@mention your community manager in the comment section below, and let them know how they helped you.

 

Also visit their profiles, and follow them in your Connections Stream to stay informed.

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With 2018 reaching an end, it is time to look back, celebrate the success and growth of BMC Communities which wouldn't be possible without your continuous feedback and support. We also have a fun game for you to unlock some digital gifts.

 

 

Let's celebrate key achievements in 2018

 

More and more people utilize our knowledge articles to find answers to product related queries, many product communities have enabled commenting on their knowledge articles, helping them improve. To ease your access we have made some changes at our authentication system, where you don't have to login again to Communities if you are coming from docs or support. In June, we conducted a communities meetup for India chapter and it was a great experience to connect with our customers, partners and fellow BMCers offline. Many of the attendees could try out the mobile experience live, where we fixed the major concerns around replying to discussions through a mobile device!

 

Yes we had our fair share of setbacks too! We fought together against the spam attacks and because of your help, Communities is now a much safer place. We thank you for your patience and support throughout all the hardships we faced, as a community.

 

Wishing you a season of joy and continued personal and professional success in 2019.

 

 

Holidays_Card_still.jpg

 

Participate in the Happy Holidays Quest

 

Starting next Monday, December 17th, you will see a new 'holiday themed experience' (I don't want to spoil the surprise ) in certain pages of BMC Communities. Let us know in the comments below where you found it and stand a chance to win digital gifts. Don't worry if you have a strict 'away-from-everything-work' policy, we will run this contest for next four weeks, till January 11th, and the pages where you'll find the 'surprise' is going to change every week!

 

Rules of the game

 

  • Everyone who finds the Holiday Surprise, and comment under this blog post will be awarded 100 points (one time).
  • Weekly winners will be picked randomly and will be rewarded with lot more points.
  • These winners will be announced and featured in this blog post every Monday in the duration of the game.
  • Have fun and celebrate this holiday season together!

 

Meet the winners!

 

Week 1

                                         

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Crystal Crenshaw

Communities member for 4 years.

Remedy expert,

working with SECU in the USA.

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Nicole Schackert

Communities member for 1 year.

FootPrints consultant,

working with CK7 GmbH at Germany.

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Razeem Mohamed

Communities member for 6 years.

TrueSight products expert,

working with Sentry Software at France

Week 2

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Tamara Ehmoser

Communities member for 9 years.

Lead technical consultant,

working with NTT Data at Austria.

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Marcelo Maia

Communities member for 7 years.

Control-M specialist,

working with Inforegis Tecnologia Ltda. at Brazil

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Ilyas Shaikh

Communities member for 4 years.

Control-M consultant,

working with VyomLabs in India.

Week 3

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Cindy Anderson

Communities member for 2 years.

Remedy expert

at Southwest Gas Corporation in the USA.

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Steve van der Merwe

Communities member for 6 years.

Director,

working with Onsoft at South Africa.

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Pascal Junker

Communities member for 9 years.

Project Manager,

working with ITConcepts at Switzerland.

Week 4

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Rebecca Beatty

Member for 7 years, Lead Programmer

Analyst at Transamerica focused at

full Remedy stack all the way to Discovery

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Naveen Kumar N C

Communities Member for 5 years,

Discovery Team lead at Ericsson,

from Bengaluru in India

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Igor Smrdelj

Member for 9 years, Head of Department

of IT user support technologies

for Triglav Insurance in Slovenia, with

Remedy stack and Digital Workplace

 

Congratulations to the winners these past weeks.

Happy 2019 to all of you!

 

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In September, a whopping 600+ of you responded to the Communities survey. We also had 200+ public comments, thanks for your engagement!

 

Satisfaction is moving up on BMC Communities, globally and also when looking at details:

  • on all features: login, posting, interacting...
  • and most Programs: Discussions, Blogs, KB Articles, Events, etc.

 

Also, 41% of you declared using BMC Communities daily (and 43% weekly). The figures are backed up by our site stats, and illustrate how active our Communities are.

84%

of survey respondents use BMC Communities daily or weekly

 

OK, let's call it done for celebration.

 

Our goal is to address your concerns, so let's list key "improvement areas" you've given:

  • KB Articles: how to easily give feedback on Articles? How to make it easier for you to find them?
  • Discussions: ways to have more Helpful and Correct answers? And less questions without any answer?
  • Ideation: can we have more feedback on the ideas that are posted?
  • Profile: making it even easier to login, and personalize your Communities profile, with your identity

 

In the next paragraphs, I'll describe actions we're taking to address (or at least make progress) on each of them.

 

Should you be interested in a specific topic: just click on it below:

Knowledge Base

Commenting on Articles

KB Articles on BMC Communities are creating a lot of value.

It is now the Program with best CSAT (even higher than Blogs!), and traffic on these resources is still growing:

Screen Shot 2018-12-06 at 09.09.54.png

Each month, 50k+ Unique Visitors on KB Articles

 

Several of you have requested comments to be allowed on Knowledge Base Articles for a couple of Products that do not allow it yet.

Thanks Marek Ceizel, Lars Mahrendorf, Stefan Hall, Henrik Hauchwitz, Shameem JS, Mohammad Rehman, Fritz Erlangga, Robert Burton, Martin Froewis, Martijn Haverhoek, Ali Khoshkar,

 

Stepping back: comments are currently allowed for:

 

We are working with Support Management to soon allow comments for the Remedy stack (Remedy AR System, Remedy ITSM, CMDB, Digital Workplace / MyIT)

We see this as an efficient Case deflection tactic (benefitting all Community Members and Support teams), and are looking forward to helping productive interactions on KB Articles.

Cameron McConnell and Brad Schmitt shared with me their latest plans a couple of hours ago, they are planning to allow comments for KB on the full Remedy stack around Xmas. Exciting, isn't it? More details on this soon.

 

 

Finding KB Articles

There are already several ways to help you search KB Articles, and we're testing new one's

Heads-up Angeline Law, Rick Ruitenberg, T. D., and Henrik Hauchwitz who gave us feedback on this topic

 

As you know, they are indexed on google.com, so you can search on the web with any complex query pattern.

Screen Shot 2018-12-06 at 09.16.49.png

Google drives traffic to this WMI Queries Fail.. Article

 

On each KB Article, you can see:

  1. related resources in the right rial (Incoming links and More like this),
  2. and a link (at the bottom) to go KB Articles for this product community

At the bottom of each Article, others are 1-click away

 

 

On each Knowledge tab (see here for Discovery for example), we're proposing ways to help you find relevant content:

  1. We feature some KB Articles, and also give you ways to browse them by Category (Admin, Install/upgrade, Tips & Tricks, Troubleshooting)
  2. New we're testing a search capability (for now, only for products that allow comments, see live list on KB FAQs), that will search resources in this very product community, see screenshot below please test it out and give us feedback about this feature

 

Screen Shot 2018-12-06 at 11.26.41.png

In-context, for given product, search KB Articles

 

 

Discussions

Many product communities are so active that some questions fall into the cracks.

  • some of them (on average 5% each month) do not get an answer at all,
  • many answers are not flagged as Helpful or Correct (that's a bummer, that would help everybody else to easily spot good knowledge).

Thanks Razeem Mohamed, Sarah Winthorpe, for elevating that concern

 

Email notification footer reminding everybody

 

We're taking 3 approaches:

  1. We'll give more points to people who show good behaviours: reply to a discussion, flag as Helpful or Correct, or receive a Helpful or Correct on their answers
  2. We're changing the Email template to remind people to not only "reply by email, with their Email client", but to go online, and engage on the comments that they received
  3. We're working with key TrueSight community Members so that a systematic approach is done for these products. Should you be interested, comment and this blog post, and Timo Schmidt & Roland Pocek will help

 

 

 

Ideation

While ideas are seen as a transparent approach to manage RFEs (far more than a back-box process ), there is concern in the Community regarding some ideas being ignored, by other Community Members and eventually by Product Management.

Thanks Juan Jose Algar Ortega, Mark Edwards, Patrik Stanz, Linda Kirkpatrick for your feedback.

 

We're taking 2 actions:

  1. We are working with various Product Mgmt teams to ensure alignment on the processes.
  2. Also, we want to make sure that you all walk the talk, and engage on ideas from others too: please do what you'd like others to do on your ideas (once a week, 10min max each time?)  look at the ideas tab for the product you care about, comment with what you feel about them (how could this very idea create even more value), and vote.

 

On all Product communities, you can focus on ideas, and engage

 

As you can guess, the 2nd tactic (really crowdsourcing curation of ideas) will help our Product Managers to best prioritize all the ideas (the highly valuable one's will bubble up).

To reward these actions, we're boosting up the points you get when commenting on an idea

 

Profile

We want to continue to ensure you have a productive personalized experience on BMC Communities, allowing you to connect with others and succeed.

As a consequence, we want you to:

  1. Very easily authenticate
  2. Personalize your profile (so that people connect with you, nobody wants to talk with an anonymous avatar

 

Advanced SSO

We're using shared credentials (unified login/password) with Support, Docs, Academy... for the past 2 years.

 

New Late Oct, we've finalized to roll out some new technology, called passive authentication. It makes sure that if you're logged in on a given site (like Support or Docs), your session follows when you then go on BMC Communities, so that you don't have to click Login again, you're already authenticated, ready to engage.

 

In 1 month, 3k of you benefitted from this seamless authentication

Have you noticed this change?

Your username

We adopted SSO 2 years ago, and you don't have to use your "username" to login on BMC Communities, but your Email address (authenticating you on all sites).

It's still very important on BMC Communities, that's in you profile URL (exactly like on Linkedin, or Twitter)

 

As any nickmane or pseudo, we see that you care about your Communities username (I do too, for myself ), and pick very specific one's. And not sure I know the stories for each. See for example:

Unfortunately, since a username is a core system property, there is currently no self-service way for you to personalize it (or even to request the Communities team to change it).

 

We're fixing that!

We're now providing you a way to have your username updated. Next time you update your profile, you'll see a way for you to request your username to be changed.

 

 

 

To celebrate these changes on Communities profiles, we're also updating the default avatar.

BeforeAfter

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Looked quite strange, didn't it?

Screen Shot 2018-12-05 at 15.17.00.png

Looks much better, doesn't it?

That's only the default avatar, we make it generic enough so that you want to personalize it, and upload pixes (other Community Members will connect far more with you with a real picture, nobody wants to talk with an anonymous avatar)

 

 

We'll monitor in the next months how activities happen on these topics. And in March, with next Communities survey, we'll learn from you progress we've done.

Any feedback to give? Comment below

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How are we doing?

 

Thanks for using BMC Communities. To help us improve, we'd like to ask you a few questions about your experience so far. It should take you less than 3 minutes to finish, and your answers will help us make BMC Communities even better for you and other users.

Begin BMC Communities Survey

 

Your past survey feedback helped us achieve many things:

  • Powerful mobile experience: Using BMC Communities on a mobile browser was the lowest rated feature with 3.1 out of 5 (March'18 Survey). Since then, we looked at the major issue (not being able to create a content or reply via phone) and fixed it. Have you checked it out already?
  • Knowledge Base Articles: This remains as the best rated BMC Communities program, maintaining a CSAT of 3.8 out of 5 in the previous survey. The product communities with CSAT above average include TrueSight Operations Mgmt, Discovery / ADDM, TrueSight Capacity Optimization and two more communities as follows:
    • BMC Helix Remedyforce joins other top communities to enable commenting on the KB articles, allowing you to share your live feedback or ask a question directly on the article.
    • Control-M that also enjoys highest traffic to KB articles. Congratulations!
  • Events on Communities:
    • Webinars - Interested in learning more about TrueSight products and their functionalities? Join Seth Paskin in his next webinars.
    • Communities meetup in India - Thank you Tarun Sharma, Manjunatha G & all the GOSI members (thanks to Heather, Prateek & team) who participated & made Communities Meetup - Pune, India, in late May, a huge success. More details and pictures in India User Group.

 

We're always working to improve the BMC Communities experience, so we'd love to hear what's working and how we can do better.

The survey ends on Sunday, 30 Sep'18. Take it now

All respondents are guaranteed with a profile badge + 1500 points. To be eligible, please complete the survey and comment below with how BMC Communities makes you succeed in your professional life.

Thank you for taking the time to give us feedback

 

UPDATE: adding decisions taken, Sept '18 survey take-aways

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We finished March with exciting comments from you all about BMC Communities, and the value you were getting out of it (see March Survey also featuring public feedback, yeah, we're that authentic )

What we learnt in the past months

While we're processing the hundreds of survey responses (with cross-tabs, correlation, variance and more data science fun), we'd like to give early feedback:

  1. Overall CSAT
  2. Program update
  3. Community Profiles

 

Satisfaction

With partial datapoints I have while I'm authoring this post, let's celebrate, we reached an exciting CSAT milestone:

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67% of respondents rated BMC Communities 4 or 5 stars.

Thank you! Not only for giving that feedback, but for actually being the people who deliver such great Experience.

You all create such successes, by engaging on BMC Communities, sharing with each other

 

In the Communities team, we're only making sure to connect people, and fostering knowledge exchange and engagement (the blood of any Community).

I'd like to thank key people who are helping this magic:

 

Program update

The other exciting feedback is that the Programs we're introducing help you all:

  • Knowledge Base Articles
  • Learn Experience (on some communities)
  • Community Profiles

 

Knowledge Base

As an example, the Knowledge Base Program (public Support Knowledge Articles appearing natively on Communities) is now the Program creating the best satisfaction!

 

Yes, even higher than very powerful Programs like Blog posts or Beta Programs for example.

I can guess we'll have a very healthy race between these Programs, to be the first in the next round of the survey, in Sept 2018.

 

Let's credit the Community who creates best for CSAT on this KB Program, that's TrueSight Operations Mgmt / TrueSight Infrastructure Mgmt.

Congrats Kristen Linehan Grace Moceri and team for this great success

 

Ohhh, the KB Program is not only a success in survey responses (very subjective point of view), we also see exciting usage with strong traffic & engagement:

  • the engagement we get on KAs illustrate the value they bring
  • the traffic (including Google/Bing long-tail searches) is very high (exceeding expectations) and growing each month

 

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Visits on Knowledge Articles on BMC Communities

 

Learn more

Did you notice that we silently launched some Learn tabs in a couple of Product Communities?

Many of you sure did, traffic has been growing 2x WoW each of the recent weeks

The goal of these "pages" is to curate very valuable resources for a given product, making sure you can quickly learn about a product, or a new release of this product.

In order to achieve that,

  • we make sure you're exposed to a small set of resources
  • On each resource, you can engage: make a comment (with a question or feedback), bookmark, share, etc.
  • we welcome your contributions: make sure you post documents that enable about a specific them/feature, and they'll be considered for this Learn page

Where would you want to see that initiative going? Please comment with thoughts

 

Community profiles

We've noticed that many of you do not have a complete profile:

  • no photos, or at least no avatar (this small visual is what people see first, near your name, when they see engagement from you)
  • no Job title, or Company
  • wrong country

 

It's highly valuable (for you) to have a complete profile:

  • people interact far more with somebody real than with an anonymous avatar
  • in your URL profile field, you can include your Linkedin profile, increasing even more chances for Career growth.
  • and more, many more!

 

What we're anticipating for the next months

Simplifying Communities

We're heard from many of you that you want simplicity, ease of use, so we'll be simplifying various Product communities,

  • sometimes retiring (or at least moving) communities that do not make sense anymore (goal is for the Products menu to be far easier to use)
  • sometimes merging communities because there is big overlap in shared purpose and audience (goal is for all remaining communities to reach critical mass of users).

Any specific Community that you believe doesn't have enough Activity? Please comment and share your perspective

Growing Communities Activity

You've seen hints recently of more engagements from champions, including BMCers

You'll experience more in the next weeks.

 

Knowledge will spread around at social-speed if you use the BMC Communities platform capabilities at their best:

  • Following key Communities you care about, Following (In your Communities Inbox) key experts
  • Using top-right Search to easily find resources (content), place (communities, groups) and people
  • Completing (personalizing) your profile

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That's how I like to see Sean and Rick

Shall we begin with a fun profile game?

What if you added an informal photo on your profile, and comment below so that we check it out?

As you can guess, Sean and Rick, as  great Community Members, did not wait for this post, they already have an informal picture on their profile, and are familiar with the Off Topic Community.

 

Go have fun with your profile!

 

Want tips for your profile, including avatar, photos and profile attributes?

Shadab gave some here.

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You've run in to a problem with a BMC product and you're looking for help from other users of the same software. People with more experience who may have run into the same, or similar, problems in the past.  Before you click the Submit button, take a moment to put yourself behind the keyboard of another Communities user...

 

Does your question contains all the information you would want to see if you were being asked to help solve the same problem?  If it does, great, post away!  If not, perhaps a few minutes spent adding some more details may help save you time in the long run.  What could you do to help others recognise the problem and make it more likely that they will take the time to respond?

 

The table below lists some examples of the type of information you should think about including in your question.  Whilst adding any of these won't guarantee that your problem will be solved by the first reply, I'd very surprised if they didn't help improve the quality, number and speed of replies your post receives.

 

What to provide
Why?
Product name and version.Features and functionality change between versions.  Defects are identified and fixed and other people may have experienced similar problems on the same version.
Platform type and version.Some problems may be specific to the OS/platform you are running the product on.
Details of any error messages and where they are seen.The full text of an error may contain additional details that explain its cause.  The location of the error - the screen or a log file - may also be helpful.
What actions are being performed when the error occurs.To help the reader understand what you're doing and where in the software you are.
Does the problem happen every time the same actions are taken.It's helpful to know if the problem is intermittent and what may be different about the cases where it does/does not reproduce.
Do all or just some users encounter the problem.As above, it may be helpful to understand if just certain types of user experience the problem.
When did the problem start and what changed at around this time.Although not always obvious, there's usually some change related to the cause, even if it is simply that you have started using some area of the software for the first time or in a different way.
What have you already tried to resolve the problem and what was the result.Let us know what you've already tried so we don't suggest the same things and waste your time.  Details here may also highlight misunderstandings in how the product works or steps that have been missed.
Feature configuration details.Details of relevant settings can help pinpoint configuration errors or provide context to help understand the environment where the problem is seen.  As noted below though, remove or obfuscate sensitive settings such as passwords, user and host names.
Relevant logs.Sometimes logging from the product is the only way to really understand what's going on.  However, take time to review the logs before you post them to make sure sensitive information has been removed.  If the problem is sufficiently complex that logs are required you may want to consider contacting Support rather than continuing in the Communities.
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Today we celebrate the International Women's Day to recognize women's rights and their achievements in various fields, but 24 hours is too small to celebrate womanhood across the planet. We Celebrate You and your engagement on BMC Communities for all 365 days! With women dominating across domains, it is time to #PressforProgress and continue rocking.

 

BMC Communities thanks all the wonderful women around, those who are an integral part of our community, for being a catalyst in our success. You are our Super Heroes!

 

Here are some of our Wonder Women who make BMC Communities a better place to be. Can you recognize them all?

Womens Day - BMCC.v3.jpg

 

 

Women_Final_1.jpgWomen_final_2.jpg

 

Our beloved customers and partners

Anne Brock , Kelly Deaver , Isabelle Guitton , Christina Koob, Conni Kunz (and many many more...) leading the way!

Stalwarts of Service Management

The ever powerful team of Virginia Leandro , Jennifer Schertz , Serena Lambiase, Amy Pitcher and Lisa Keeler

IT Automation Champs

Suma Bhat , Dani Scherer , Soumee Phatak and Kim Wharton FTW.

IT Operations Queens

Maria Riccelli & Grace Moceri ruling it!

Workload Automation Warriors

Super awesome Kelsey McRae  & Criss Scruggs

Partner Communities and Beta Programs

Karen Farrell , Daisy Tam and Loretta Seto helping our partners and customers win.

IDD & Customer Success Teams

Michele Marques , Shweta Hardikar , Gomati Mahabal , and Deepa Bhat (now in Ux) making their presence known.

Bringing events to local user groups

Andrea Schula for Deutschsprachige User Group , Ina Shpak and Angelina Sayfi for Central User Group , Na Yi for China User Group

and many more...

May Bakken and Vidhya Srinivasan with DSM/Innovation Suite/Developer Community, Samantha Amend with Premier Support and Helen Krizek-Yost making your voice heard through surveys.

also... The BMC Communities Core Team

Puja Kumari who does all the tech magic, the ever helpful Joanne Dixon from customer care, analytics queens Marina Schubow, Rashmi Agarwal and Laboni Basu ; lastly Alexis Brown and Shannon Gburzynski for all customizations and making BMC Communities look pretty.

 

WE THANK YOU ALL!

 

How can we make your day? Comment below with anything that we can help you achieve on BMC Communities today.
Always at your service!
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Missed out giving your feedback in March? Here's your chance again: Live Now: Take the BMC Communities Feedback Survey, Sep'18

p.s. like last time, we have secured digital gifts for all of you yet again!

It's time when we open the window of discussion, gather your collective feedback and re-think on how we can improve the BMC Communities experience further. An opportunity for you to provide your feedback on current programs & features, suggest overall improvements & more.

 

We highly value your time, keeping that in mind, we have shortened the survey by 35% and it should now take you less than 3 minutes to finish it.

Begin BMC Communities March Survey(now expired)

Your past survey feedback helped us achieve many things. Here are a few worthy mentions:

 

- More questions answered: This remains the top most thing to enhance your experience on BMC Communities (based on previous survey results). And hence, our top priority as well.

Have you noticed anything new with  Remedy ITSM, Control-M and  Remedy AR System recently?

Also, we are developing bots that notifies Products SME when your questions haven't been answered (it sometimes misfires too: Strange "Champion Wizard" post recently? ).

 

- Knowledge Base Articles: We added more enablement resources, helping you get answers quickly and learning more about BMC products, in the form of knowledge articles. This quickly became one of the top rated programs, with you giving it 3.8 out of 5.

Track-It!, FootPrints service desk,TrueSight Capacity Optimization, TrueSight Infrastructure Mgmt, now have commenting enabled as well, allowing you to give feedback and improvement ideas on specific KAs.

With 40k+ of you (unique visitors) now enjoying the knowledge articles hosted of BMC Communities every month, making it far easier for you to find resources (answers) from experts.

 

- Webinars & on-site meetups powered by events feature:  Lastly, the introduction of a very powerful, Facebook-like events experience, native to BMC Communities. You can now create, RSVP/invite friends and add these BMC Communities events straight to your email calendar. Remedyforce has been doing exceptional job in using this feature to reach out to hundreds to discuss product releases, integrations, promoting self-service and in-person user group meetups. Check out the upcoming Rf event  here.

 

We have a special surprise in store for all the respondents. To be eligible, please finish the survey and comment below with your major use case on BMC Communities in 140 characters or less.

The survey ends on Friday, 30 March'18. Take it now.

Thank you for your time and input!

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Dear BMC Communities family,

 

With 2017 drawing to a close, it's a perfect time to reflect on the ending year and those who have helped to shape the future of BMC Communities. It’s been quite a year for us all! We hope that this year has been just as memorable for you, your colleagues and your loved ones. We look forward to working with you in the years to come.

Happy Holidays and warm wishes for 2018!

 

All of you who have been incredible in 2017. However, there were some who stood out. Your continued engagement & passion to help others in 2017 made BMC Communities a far better place for BMC Customers and partners to be. Here's to you!

 

  • Ms/Mr. Popular: your content got maximum likes - You folks are the ultimate user: you post something and got hundreds of likes flooding your way in 2017. Goes to show your knowledge and wisdom is unparalleled, making many succeed. Take a bow! Thank you very much Anne Brock, Sidhdesh Punaskar & Jason Miller.
  • Content Beast: producing maximum content-  You folks are content producing machines, producing hundreds of documents/blogs/enablement videos for others to benefit from. Three of you combined published almost 500 content on BMC Communities in 2017 alone, congratulations Karen Farrell, Alexis Brown, Samantha Amend.
  • Sunshine: liking maximum content - You guys are the jedi, your knowledge and giving attitude made the day for several thousand users. Great job Jason Miller, Mohammad Rehman, Samo Puharic and Marek Ceizel.
  • This person is always right: your replies got maximum 'correct answers' - The ultimate bragging right. You guys are on a roll! Very impressive work  kedar zavar, Mohammad Rehman, & Sidhdesh Punaskar.

 

A special shout out to some of our partners & BMCers for who also shined in many of the above mentioned categories:

 

Once again, we are so glad to have you as our esteemed users and look forward to serving you in the future.

What are your top 3 business goals on BMC Communities for 2018? How can we help you achieve that faster? Talk to us in the comment section below.

 

See you all in 2018!

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BMC Communities this past weekend...

com11.PNGWasn't working as expected for many users i.e the Communities Inbox was not being loaded, users were not getting notified etc. The main problem identified was a malfunction in the Communities notification center. Our engineers immediately jumped to resolve the same and live status were being updated via. Twitter / Announcement in Using Communities.

 

The good news

All the major notifications related functions that were corrupted are working fine now

 

Details with current status

 

S.no.IssueStatus
1

Communities Inbox notifications not working / Communities Inbox not getting populated (Hence, email not being received)

Fixed
2Activity streams not generatedFixed
3News stream not working as expectedFixed
4Unable to mark Communities Inbox notifications as readFixed
5Communities Inbox not showing the count of unread notifications accuratelyIn Progress

 

Further Action

  • Puja Kumari & team investigates more on the issue, running a root cause analysis to mitigate future hazards.

 

Tip

Here are few key things you can do in such situation when the notification center does down:

  • You can still find (and engage on) the recent content being published in your favorite community from the 'content' tab.

  • Keep an eye out for an announcement here on Using Communities - where we report live status updates. The announcement, though would not be able to notify you, would still be able for you to view on the landing page of Using Communities.
  • Engage on Twitter with us @BMCCommunities when there is a downtime.

Have a question? Talk to us in the comment section below.

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Hello BMC Communities!

Please take 5 minutes to fill in your responses for BMC Communities Survey.

feedback-2313803_640.jpgDuring the coming weeks, we will be conducting a BMC Communities site-wide survey. We are conducting this survey in order to get a better understanding of your needs, satisfaction, and motivations to engage on BMC Communities. Your opinions are important to us, and this survey is your chance to express those opinions.

 

We aim to use the survey results (feedback provided by you) for three purposes:

 

1. To recognize your current pain points

2. To improve your overall BMC Communities experience

3. To fix problems that stop you from being successful on BMC Communities

 

Exciting new updates

Many high level and tactical improvements happened in the past 6 months or so. Here are couple of the things you can enjoy now:

  1. Thousands of Knowledge Articles - Enablement content (public knowledge articles) from BMC support experts now available BMC Communities. Read more here: Many useful documents to appear for Products you use.
  2. New UX/look & feel -  We simplified how you navigate on your favourite product communities from an all you can eat experience to a more specific topic (blogs, ideas, knowledge base) focused experience to boost ease of information consumption on BMC Communities.

 

So... the time has come again when we need to ask you, how did we do since we last spoke?

Click here to take the survey now

Thank you for devoting your time and providing candid input.

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BMC Communities values relationships, openness, transparency, authenticity and collaboration above everything else. In efforts of the same, here are key highlights on the feedback we gathered early 2017 BMC Communities survey.

 

Summary

In March... more than 500 of you responded on what you thought of the recent BMC Communities enhancements and the overall experience.

 

Here are some of the things we learnt:

  • 85% of respondents access BMC Communities daily or at least once a week.
  • On 'how satisfied are you with BMC Communities?', you continue to rate us above average at 3.8/5Thank you for your love & commitment!

 

Your favourite Communities

 

 

Recent updates on BMC Communities

Many high level and tactical improvements happened since we last spoke, here are some of the things you can enjoy now:

  1. New UX/look & feel -  We simplified how you navigate on your favourite product communities from an all you can eat experience to a more specific topic (blogs, ideas, knowledge base) focused experience to boost ease of information consumption on BMC Communities.
  2. Thousands of Knowledge Articles - Enablement content (public knowledge articles) from BMC support experts now available BMC Communities. Read more here: Many useful documents to appear for Products you use.

 

Features

 

Features you love
Features you 'OK' with
Features you want improved
  1. Login with Single Sign-On (SSO)
  2. Posting a discussion, document, idea, etc.
  3. Interacting on discussions, blogs, documents, etc.
  4. Finding your Product Communities
  5. Using your Communities Inbox
  1. RSVP'ing to events
  2. Searching for resources & experts

1. Using BMC Communities on a mobile browser

 

  • Overall, you seem to be extremely happy with most features on BMC Communities. Special mention goes to login with SSO, where you rated the feature 4.1 out of 5.
  • Features you find so-so:

Want us to cover specific topics in the learn experience? Share your feedback on the learn experience with us in the comment sections below.

    • In early Feb, we had a soft launch of events module on BMC Communities. Many users (including myself) use it quite often, RSVP-ing on the same was rated 3.3 out of 5. As we grow this feature, you can now create your own events and RVSP friends & colleagues.
  • Lastly, lowest rated feature on BMC Communities was using BMC Communities on a mobile browser. While we are aware of this and continue to work on improving this feature, here are some things that you can do on BMC Communities on-the-go:
    • Using communities inbox to review latest notification.
    • Browsing & sharing content.

 

Programs

 

Programs you lovePrograms you 'OK' with
Programs you want improved
  1. R&D and Support Blogs posts
  2. Beta Programs
  3. Partner Communities
  4. BMC Events (e.g BMC Exchange/BMC Day etc.)
  1. Ideation (enhancements for BMC products)
  2. Local User Groups

Nil

 

There are numerous active programs running on BMC Communities. The table above denotes how you feel about them.

  • You gave very healthy CSAT (3.3+ out of 5) for most programs. The only programs that were rated low were, Ideation and Local user groups, both were given 3.1 out of 5.
  • You are happy with partner communities on BMC Communities, giving a rating of 3.4 out of 5. To improve partner experience further, we recently launched our first public partner community. Check it out here - Partner Community.

 

Actions on our side to improve your experience:

  • Ideation program is in its growing phase with 5,000 unique visitors each month now. Thanks to latest initiatives such as dedicated idea pages for product communities, new idea search bar and unarchiving many ideas. Some positive feedback received from Mohammad Rehman & Jason Miller on the idea search bar:

Test out the new idea search bar here (for Remedy ITSM)

  • You ranked us lowest on Local User Group / Local events. This year we plan to be more active than ever to inform you about the BMC events coming to your neighbourhood. See more details here: BMC Exchange –  Coming to a City Near You!
    • Also, if you are hosting/attending an event, feel free to invite nearby friends & colleagues by creating your own event on BMC Communities.
Create an event in Local User Group now.

Testimonials

Many of your feedback made us blush . Here are some quotes from happy users explaining their unique goals (and success stories) on BMC Communities:

 

"It's not possible to work today without sharing its experiences, questions about tools like BMC...Community is really important for IT administrators."

"BMC Communities gives a solution for every requirement."

"This is one place where we get a lot of info, which is more than what we work on daily basis. This helps to understand the tools I'm using in a better way and the possibilities that I have never explored before."

"BMC Communities help answers to most of questions and functionalities and also help to reduce the number of issues\tickets to BMC support. It's also a great channel to bring the ideas for customers, users, partner etc."

"It's not only a great source of information but also a great way to interact with other people and share experiences."

 

To conclude, thank you very much for such positive results and honest feedback. We look to improve your experience further on BMC Communities.

Missed your chance to give feedback? We have the next BMC Communities Survey live in September'17. We look forward to hearing from you again.

 

Till then...

Here's a game. In the comments section below, tell us:
  • 1 thing you love about BMC Communities
  • 1 thing you want to see improved

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