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Using Communities

10 Posts authored by: Vishnu Nair Moderator
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If you haven't heard already, BMC Communities is getting a makeover in the next weeks.

This is a follow-up to share some details on how to find resources and conversations relevant for you in the new BMC Community.

In the next paragraphs, we'll describe the new navigation on BMC Community (illustrated by Use Cases), and then connect the dots by describing where resources are stored and appear.

 

Navigation and Use Cases

Let's have a look at the main Use Cases/experiences provided in the new BMC Community.

 

The navigation was designed to quickly give access to the most important Use Cases:

Global navigation: quick access to main landing pages

 

We simplified navigation (only a few menu items, no drop-down), the body of the page will become a lot more personalized to make your journey even more productive.

 

Home page

The home page is a good start, each day on BMC Community (note: most of you will begin with notifications with the top-right bell).

Homepage experience for logged in members

 

This initial page is very far from static: it's personalized for each Member, actionable for you:

  • A feed of live content:
    • Your feed on the Community, so that you catchup with latest updates: topics you follow, or content you interacted on
    • The global Community feed, great way to discover what else happens on the Community
  • List of all the Products/Topics you follow, so that you can deep-dive about it (more details below)
  • List of All the groups you are a member of, so that focused interaction is one click away

Visitors can't have a personalized experience, so they will be presented with quick access to top products.

Products

Products, the first menu item in the top navigation, is a great place to finds products that you already use, or want to know more about.

 

Once you select a product topic, it is very easy to engage on various resources with a tabbed view.

Easily explore and engage on all relevant content associated with each product

 

The tabbed view will give access to

  • Recently Active content, (sorted by last active)
  • New Posts, a feed on all interactions, sorted by creation date)
  • Filtered view by content type:  knowledge articles, blogs, documents, events and ideas.

 

In a nutshell, each Product page will give a great way to see all resources for this context.

You might be wondering why we are using the word 'topic'. A topic helps to display resources that share the same context. Think of it as a 'tag' that you can associate with your content. All products (Remedy ITSM, Control-M...) are topics, and you will see other topics like 'Customer Success', 'Job and Careers', 'Off Topic' (ironic, isn't it? ) and more. You'll see on next section that this new datamodel gives us advanced flexibility.

Groups

Groups are where interactions happen with your peers, on specific focus areas. You'll find groups with various permissions and goals:

 

Public groups include:

  • Regional user groups
  • Developer community
  • Sentry Software
  • and more...

Private groups include:

  • Partner groups
  • Beta programs
  • and more....

Secret groups include:

  • Early access
  • Customer Advisory Boards
  • and more...

 

To browse all groups, be able to join them and interact on each, we propose:

  • featured groups,
  • search capability,
  • an option to view only the groups which you are a member of.

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Groups listing page

 

 

Partners

Partners are very important for our ecosystem.

 

The Partners menu will enable:

  • any Member to learn more about existing partners all over the world
  • new partners to become familiar with Partners Programs, be onboarded and getting access to many private resources (in groups as you can guess, that will appear in-context)

 

Existing partners can join partner-only groups to explore and discuss sensitive topics with BMC partner team.

 

Help

Need answers on how to use the new BMC Community, or have a suggestion to improve your community experience? This is the place to go to!

 

The Help is only for meta information about the community.

All the technical questions about products should be posted in respective product topics.

You'll notice that Help menu points to BMC Community (treated as a Topic, like any BMC product -- isn't BMC Community a product that you often use and enjoy

 

Content, Topics and Groups

Many Community Members are engineers, and like to understand details like storage and taxonomy and relationships.

 

Things will be very flexible with the new BMC Community, a discussion will be able to be associated to several topics. A great benefit is that this question will appear on all the topics that have been associated to the question, increasing the chances that people experienced with any of this product can weigh in.

 

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Question associated with 3 products (topics)

 

 

Same applies for other content types, for example an Event. Again, this webinar would appear on all the topics associated, giving more context, and increasing the chances to touch people who care

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Webinar associated with 2 topics

 

Last but not least, let's talk about groups.

What if a content was posted within a group? If a question is asked on India User Group, and associated to 2 product topics, it will then appear on 3 pages:

  • this User Group,
  • each topic

 

Conclusion: don't worry about exact storage location of each content, it's on the Community, and is displayed where it make sense

Next Steps

Should have questions about this blog post, comment below.

If you haven't seen initial post about Community transformation, see key changes here

 

We will publish more details on other key features and functionalities in the coming days, so you will be comfortable exploring the new BMC Community from day 1.

We currently plan to post about Profile, Notifications and Privacy. Sounds good?

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Start the 5 minute survey

 

Why should you take this survey?

The community experience that you enjoy today is a result of continuous improvements over the past years, based on the feedback from our members. This survey's result will be the key factor deciding our action plans for next six months, and more. With the March 2020 survey results, in the last six months we worked on improvements for some of the highlighted issues with the help of our community champions. Key updates are as follows.

 

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Changes in Ideation program

This was one of the biggest asks from last survey, and we are happy to share that ideation program is getting more traction with Product Management (program recently adopted by all Mainframe products), and will be revamped with a much simpler and transparent experience for our members. To acknowledge all the support they gave, we have shared some early highlights with our champion members; and we will publicly announce all the changes soon. You will be able to experience the changes by mid-November this year.

 

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One step closer to a better mobile experience

We already support mobile browsers, and we have made some decisions that put a native BMC Communities mobile app in the roadmap plans. We don't have an official ETA yet, but our tentative plan is to launch it in 2021!

 

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More questions getting answered

Many of you may not know this - our community champions are helping constantly to make sure that most, if not all the questions are getting a response each month. Thanks to their selfless support, we now have 95%+ of the questions getting a response (moving up from 85% in the past).

 

 

Still not convinced? Let's sweeten the deal! Complete the survey, come back here to post a public comment on how BMC Communities help you succeed; and we will gift you + 1000 points along with a profile badge for your support.

 

The survey ends Wednesday, 30th September.

Take it now!

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About BMC Communities Survey

BMC Communities is a platform to help you succeed with our products, and we want to ensure the experience we provide here is driving it. Every six months, the Communities Team runs a survey in an attempt to hear directly from you on what you love here, and what needs to be improved. Your comments are taken into account while designing the future of our programs, and the overall experience we provide.

 

Take the 5 minute survey now!

 

 

Why should I take this survey?

In the last six months, apart from the regular programs, we focused on your key asks from our September '19 survey. Here are some highlights:

 

Your feedback
Actions taken

Need improvements to the Ideation program

This was definitely the most important feedback we got from last survey, and we are currently working on improving the ideation program with key customer champions, as well as our product teams. Currently some UX changes are being rolled out one by one.

 

Product managers are on board with the new strategies around functional changes, and you can expect considerable improvements in the coming months.

Need a mobile app for BMC Communities

In an attempt to provide you with a proper mobile experience, we beta tested a flavour of mobile app with some of you, and collected the feedback. It definitely helped mitigate the constant need to login while using a mobile browser; and we are now confident about a future that is mobile!

 

We are currently evaluating the options to have a fully native mobile app, and you will be updated on the plans very soon.

Need answers to all questions asked in product communities

This has been our main focus since mid-2019, and we are happy to say that the number of questions that are left without any response has considerably decreased. This couldn't be done without the help of our Champions; so thank you folks for caring about Communities and fellow members!

 

Well, we also had a bit of fun as well! Remember the holiday game with Christmas lights and New Year fireworks? That was enjoyed by a lot of our members. With 400+ comments, the Happy Holidays blog post stands as the most commented content right now! Recently we also celebrated Valentine's Day, where we had members sharing love to their communities champions who always help them.

 

Take the survey, and grab more points!

To make this even more interesting, we are gifting +1000 points and a profile badge to all our members participating in the survey. All you need to do is take the survey, come back to this blog post and comment how BMC Communities help you succeed.

 

The survey ends Tuesday, 31st March.

Take it Now

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How it all started

 

Started as an Off Topic discussion, we wanted to have an informal fun game around member profiles. Many of our friends showed interest in that Highly memorable profiles? thread, which prompted us to go wide, and start Celebrating impactful Community Members!

 

The idea was to celebrate people who are contributing to our Communities and have created their own personal branding with excellent profiles.

 

The Winners

 

Initially we decided to pick top 5 profiles; but honestly with so many amazing people out here, we had a hard time picking winners. So we are going to pick 10 profiles that stood out, and here are them! (not in any particular order)

 

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Ben Davies

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Tamara Ehmoser

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Roland Pocek

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Mohammad Rehman

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rodrigo barcat

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Crystal Crenshaw

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Sidhdesh Punaskar

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Marek Ceizel

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Cris Coffey

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Karen Farrell

 

 

Congratulations to all our winners! It would be amazing if all our members took inspiration from these champions, and keep an updated & complete profile for themselves!

 

What happens next

All the top 10 winners will get +15000 points each, while the other nominees will receive +1000 added to their profiles.

 

Don't forget to check out their profiles, and if you have any other fun pictures with our champions, feel free to share with us in the comments below.

The fun doesn't end here; keep watching this space for more interesting challenges coming your way soon (remember the snowfall challenge from last year?).

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What is BMC Communities Survey?

Well, BMC Communities is a platform for You, powered by You; and it is only fair that you get a voice in deciding its future by letting us know what you love here, and what you think needs to be improved. We run these surveys every six months, and your comments are taken into account for improving the Communities experience.

 

Take the 5 minute survey now!

 

Why should I take this survey?

Since our last survey, we have been working on many points/concerns you raised, and made significant improvements. Here are some highlights:

 

Your Feedback
Actions Taken

Need answers to all the questions asked in product communities

Until a few months back, in BMC Communities we had more than 100 questions ignored each month (which did not receive any answer). Things started changing a couple of months back; with around 50 more questions getting answered than the total number of questions asked! That means Community Members also worked on the backlogs. This turnaround was made possible with the help of our product champions!

Need more knowledge articles allowing comments

In the last six months, we have enabled comments for knowledge articles in many product communities including Client Management , TrueSight Server Automation , TrueSight Network Automation , TrueSight Orchestration , Cloud Lifecycle Mgmt and more.

 

See the full list here: FAQs on Public Knowledge Articles on Communities

Request for a simplified community structure

We have merged some of our communities to avoid silos, to keep up with our brand voice, and have a better experience for our members.

Better onboarding experience

Those who recently joined BMC Communities would have experienced a seamless registration process; and in addition to that, if you are auto-logged to Communities from any other BMC websites, there will be a pop-up to assist you with some basic action items! This popup will be tweaked according to your points level in our next release.

Recognizing the champions

Those amazing members who spend time to answer all the questions, and help grow the communities deserve some recognition! All the top members from our leaderboards are invited to join a 'champions only' area to get to know each other. We have also started spotlighting them one by one in our new 'Meet The Champions' blog posts, so the entire community gets to know them better.

 

...and much more!

 

Take the survey, and grab more points!

To make this even more interesting, we are gifting +1000 points and a profile badge to all our members participating in the survey. All you need to do is take the survey, come back to this blog post and comment how BMC Communities help you succeed.

 

The survey ends Monday, 30th September 2019.

Take it Now!

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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.

 

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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 from Remedy stack, as well as MainView, BMC AMI Data 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.

 

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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.

 

 

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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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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?

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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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