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Remedy ITSM

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I am delighted to share Multi-Cloud Service Management 18.02 with lots of impressive new additions is now live. Thank you for an overwhelming response and accolades on Multi-Cloud Service Management 17.11. Multi-Cloud Service Management 18.02 is a separately licensable, cloud based, add-on service for Remedy for a seamless experience across cloud services and providers.

MSCM1802.PNG

Read more here

 

With this new offering, we are now able to extend Remedy ITSM to multi-cloud environments furthering our solution for our customer’s journey to Multi-Cloud. This enables a single pane of glass for:

  • brokering incidents across multiple cloud providers/applications such as AWS, Service Cloud (Salesforce)
  • and extend ITSM processes for DevOps using Jira/Agile Central as an agile development tool.

Broker tickets with major Cloud Service Providers

 

 

Want to know more? Comment below

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We pleased to announce that Smart IT 2.0's period of controlled availability is now ended. It is now generally available. Please note however that we are intending to release a standard patch within a few days.

 

BMC Remedy with Smart IT came about as a result of our drive to redefine the standard for user experience and collaboration in enterprise ITSM tools. We set out to address the perception amongst customers, prospects, analysts and the wider industry that ITSM tools might be becoming something a commodity. With a relentless focus on user experience, built on hundreds of days of on-site observation, dozens of individual interviews, and countless hours of design and development, Smart IT has been truly popular amongst end users. As such, it has been a major part of our work to secure and grow Remedy at the forefront of the Enterprise Service Management solutions market.

 

As with all previous Smart IT releases, Smart IT 2.0 is available at no additional license cost to existing BMC Remedy IT Service Management customers.

 

From versions 1.0 through to 1.6 we have been steadily broadening the range of personas enhanced by Smart IT, and have continually introduced innovative features such as the popular Smart Recorder ticket-logging interface.  Smart IT 2.0 now adds significantcustomizability and configurability to this already transformative user experience. The primary aims are twofold: to provide a new set of tools in Smart IT to enable BMC Remedy customers with significant Mid-Tier customizations to implement them in the new interface, and to enable innovative new changes to the Smart IT interface to optimize the experience for individual customer needs.

 

Hence, Smart IT 2.0 allows the administrator to:

 

  • Change the layout of the Incident and Change forms, placing custom fields wherever they are needed, moving existing fields, and hiding any out-of-box fields which are not required.
  • Dynamically control the key properties of fields (hidden/visible; read-write/read-only; mandatory/optional), and set data to fields, using logical expressions which execute in real-time as the user works on a record (even on mobile!).
  • Add custom fields to the ticket console, and filter records using them.
  • Take advantage of a significantly enhanced "provider action" capability, enabling server-side workflow actions to run in the Smart IT client, and creating icons alongside fields on the form to run them.

 

We are delighted to introduce this next step on the exciting Smart IT journey, and we look forward to working with you as you adopt it and benefit from it.

 

Screen layout configuration: Reordering fields in a section

 

Creating dynamic field behaviors

 

Enhanced Provider Actions enabling server-side workflow to process in the Smart IT client

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Please join Daren for a look at what is new with the BMC Chatbot in this July’s webinar.

 

In this session he will cover an overview of the BMC Chatbot and look at the latest features and capabilities of the product.

 

Daren Goeson  is a Lead Product Manager

 

Event Registration Details

 

Date: Wednesday, July 18, 2018

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e77cfbd328aa64d0b4c77439d4ce5093c

Registration Password: bmc

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Please join us to get an update on the Remedy Spring 2018 Feature Release in this June’s webinar.

 

In this session they will cover the exciting new capabilities introduced with the Spring 2018 release, in support of BMC’s Cognitive Service Management and Multi-cloud strategy.

 

Rahul Vedak is Lead Product Manager

Rick Nelson is Principal Product Manager

 

Event Registration Details

 

Date: Wednesday, June 20, 2018

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=eb4b0b1fa03488dd309e58f6b83384d9e

Registration Password: bmc

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Please join Chandan and Shivraj as they present on Troubleshooting Reconciliation Job Activities in the May 2018 webinar.

 

In this session Chandan and Shivraj will discuss how to troubleshoot failed reconciliation activities.  These failed activities include:

• CI not being properly updated

• Failures in identification, merge, and purge

 

Chandan Gad is a Senior Technical Support Analyst

Shivraj Chavan is a Principal Product Developer

 

Event Registration Details

 

Date: Wednesday, May 23, 2018

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e8e663bd43bb38603d5f977cf836598c8

Registration Password: bmc

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Please join Rajeev as he presents on ITSM application performance troubleshooting in the April 2018 webinar.

 

In this session Rajeev will discuss techniques and tools to holistically understand your ITSM application performance. He will review the different segments that comprise an end to end request.  This will include client-side logging identifying API, Server, and database timing/tuning and looking into database reports to better understand/identify any problems.

 

Look under the hood at your performance issues!

 

Rajeev Patel is a Lead Product Developer

 

Event Registration Details

 

Date: Wednesday, April 25, 2018

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=eb60c6a12ee480a6fb8612c94e6f88812

Registration Password: bmc

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Please join Brigid, Gustavo, and Murali as they present on Remedy 9:Best Practices for Loading and Migrating Data in the ITSM Solution, during this special March 28, 2018 webinar.

 

In this session, Brigid, Gustavo, and Murali will discuss the available tools for managing data within the ITSM Solution.  They will review best practices for working with ITSM, CMDB, and SRM data.  Discussing the supported use cases for each scenario.  This discussion will include Data Management Tool, UDM, DDM, Atrium Integrator jobs, and SRM Import/Export tools.

 

Brigid Walsh Senior Product Developer

Gustavo del Gerbo is Senior Product Developer

Murali Viswanathan is Lead Product Developer

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

Atrium Integrator

Spoon documentation
http://wiki.pentaho.com/display/EAI/Spoon+User+Guide

Pentaho communities
http://forums.pentaho.com/forumdisplay.php?135-Pentaho-Data-Integration-Kettle

Atrium Integrator documentation
https://docs.bmc.com/docs/display/public/ac81/Understanding+Atrium+Integrator

Atrium Integrator / Spoon videos
https://docs.bmc.com/docs/display/NP/Atrium+Integrator+Videos

Atrium Integrator Webinar
https://communities.bmc.com/docs/DOC-24058

DDM and UDM/DMT

Data Migration main page

https://docs.bmc.com/docs/brid91/en/migrating-delta-data-610402665.html

Data Management (Videos available)

https://docs.bmc.com/docs/itsm91/data-management-608491776.html

UDM/DMT Overview (Steps)

https://docs.bmc.com/docs/itsm91/overview-of-the-data-load-process-608491915.html

UDM/DMT Configuration

https://docs.bmc.com/docs/itsm91/configuring-data-management-608491780.html

https://docs.bmc.com/docs/itsm91/configuring-data-management-recommendations-646741183.html

https://docs.bmc.com/docs/itsm91/configuring-the-load-file-path-for-the-bmc-remedy-ar-system-attachments-and-spreadsheets-repository-608491782.html

https://docs.bmc.com/docs/itsm91/configuring-data-management-application-preferences-608491784.html

Data Wizard

https://docs.bmc.com/docs/display/public/itsm90/Using+the+data+wizard+to+modify+data

Fresh Install Migration Whitepaper

https://communities.bmc.com/people/muraliviswa/blog/2018/03/29/database-independant-data-migration-fresh-install-data-migration-bmc-solution

 
SRM

Migrating BMC Service Request Management objects and data

https://docs.bmc.com/docs/display/public/srm91/Migrating+BMC+Service+Request+Management+objects+and+data#MigratingBMCServiceRequestManagementobjectsanddata-Comparisonofmigrationmethods

Using the AR System Deployment Management Console

https://docs.bmc.com/docs/display/ars91/Using+the+AR+System+Deployment+Management+console

Using SRM’s Import Export Console

https://docs.bmc.com/docs/srm91/using-the-import-export-console-668433019.html

SLM

Service Targets export and import

https://docsbmc.com/docs/slm91/importing-service-targets-and-agreements-609065944.html

SVT rebuild information

https://docs.bmc.com/docs/slm91/scheduling-the-building-of-service-targets-609065945.html

https://docs.bmc.com/docs/itsm91/rebuilding-request-based-or-availability-service-target-data-sources-608491085.html

https://docs.bmc.com/docs/brid91/en/migrating-a-modified-service-target-or-agreement-after-initial-migration-610402703.html

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Happy February. BMC is excited by the latest release of Remedy 9.1.04 (incl. Remedy AR System, CMDB, ITSM applications) and continues to innovate IT Service Management. This release brings some unique enhancements to the applications, which makes ITSM suite more intelligent and comprehensive.

 

In the past I had written a blog for custom process flow on Change Management, and now the new release of 9.1.04 provides ability to define approval rules for Remedy Change and Release Management, to help manage CIs with a people-approval capability.

 

Change and Release Management Overview:

 

BMC Remedy Change Management is closely aligned with standard ITIL service management processes. It works in conjunction with the BMC Remedy Approval Server and the other BMC Remedy ITSM applications. Using BMC Remedy Change Management in combination with these applications enables you to assess the scope of change, analyze the costs associated with change (in terms of time and expense), as well as perform impact and risk analysis.

 

 

Release Management is the process responsible for planning, scheduling, and controlling the movement of releases to test and live environments. Release management works closely with Change Management in making sure that applications are successfully deployed without compromising the integrity or availability of the production environment.

 

 

New CI Role based approval:

 

Prior to the 9.1.04 release, approval mapping in Change and Release Management was configurable for Individuals, Groups or Inherent Group/Role.  We could configure approval mappings based on CI selection on the approval mappings form as “CI Type” or “CI Name”. This, when used for any particular approval phase like Review, Business, Implementation or Close Down, would trigger approval by Individual, Support Group or Inherent Group/Role.

 

 

Challenges without CI Role based approval capability:

 

  • Organizations manage CI – People relationship (individuals, group) in Remedy, but cannot use it for determination of Change/Release approvers.
  • The effort to setup approval mapping rules for each specific CI is very high and many considered customization as a next logical step, causing later upgrade challenges.
  • High manual effort was needed to create multiple CI-based approval.

 

 

The new 9.1.04 provides the ability to make more personalized approvals based on the CI – People role relationship type, and is supported for Change and Release Management.

 

To see the changes, go to Application Administration Console > Custom Configuration > Change Management > Approval > Approval Mappings. You can also directly open the form via “APR:Approver Lookup”.

 

APR_Approver_Lookup.png

Approver mapping detail:

 

Individual: The approval is specific to a person with first and last name.

Group:       The approval is based on the support group name.

Inherent Group/Role: The approval is based on the functional role and group specified on the Change form.

 

Starting with version 9.1.04, approval mappings can be configured for Individuals or Groups based on a CI Role. This is based on the CI - People asset relationship and helps manage approval explicitly by relationship type.

 

Individual Based on a CI Role: Approval can be based on the roles Approved By, Managed By, Created By, Owned By, Supported By, Used By for an Asset CI on people.

 

Group Based on a CI Role: Approval can be based on the roles Approved By, Managed By, Created By, Owned By, Supported By, Used By for an Asset CI on a support group.

 

 

Once the CI is determined that will be associated with a CI based approval, go to the People tab of the CI > Add button. Refer to the following link to see steps for relating people, organizations, and groups to CIs.

 

CI Relationship.png

 

  • This feature is explicitly not applicable for "People Organization" type CI-People relationship.

Organization.JPG

 

Select the People or Support Group that will be related to the CI based on Role, and all the roles that can be related to a CI for people will be shown in the approval mappings. We have selected a CI = Printer with the following relationships:

 

People:  Manuel Ramirez > Managed by (Role)

People:  Michel Dupond > Owned by (Role)

Support Group:  Backoffice Support > Used by (Role)

 

CI Role.jpg

 

When creating approval mappings, the following areas need to be considered.

  • “CI Type” or “CI Name” - if not selected, the approval will be applicable to all the CIs
  • Support Group - should have at least a user with the Infrastructure Change Approver functional role, otherwise approval will be skipped.

 

We created 2 approval mappings for “Group Based on a CI Role” (Used by) > Business Phase and “Individual Based on a CI Role” (Owned by) > Review Phase.

Mappings.JPG

 

Submit a new Change Request then relate the CI that has people relationships and we will notice that the approval will not trigger for Manuel Ramirez, as the role has a Managed by relation with the CI. We see the approvals for the Backoffice Support group in the business phase and Michel Dupond for the Review phase.

 

 

  • When relating a CI to a Change Request, it is essential to know that we must choose “Select a Relationship Type” = “Related To” or else the mappings will not trigger.

 

CI Roles relationship.jpg

The CI gets related to the Change Request as Related to in the relationship type.

 

CRQ.png

 

Approvals trigger based on the CI - people role for Individual and Group. Since Mary Mann has the Infrastructure Approver functional role, she was added as an approver for the Backoffice Support group.

 

6.jpg

 

When any modification happens to the CI with respect to the People who are related in the Asset then the approval mappings do not require any changes. It will generate the approval based on the Change / Release approval mappings for the updated People in CI. This saves time and efforts require to manage approvals from 9.1.04 for CI - people role based approval.

 

We can configure the approvals in a similar way for the Release Management application. The ability to configure approval based on a CI - people role based relationship helps reduce the number of mappings and customization, making things easier to manage and control.

 

Troubleshooting Tips:

 

Case-1: Group approval not getting attached to Change Request.

-        Open the form “CTM:Support Group” and search for the Support Group.

-        Verify at least 1 user has the “Infrastructure Change Approver” functional role under the “Roles Display” tab.

-        Open the form “APR:Approver Lookup” and search for the Support Group.

-        Verify the Assignment Availability is set to Yes.

 

Case-2: Approvers are not getting generated on any request. Example: All Change Request.

-        Open “Application Pending” and verify any unprocessed records for Approval are stuck.

-        Check and verify the approval plugin is running or not would require a restart.

-        Check the armonitor file for the approval parameters.

 

Case-3: Incorrect approval signature getting attached to Change Request.

-        This directs to validate the Change Approval Mappings from the form “APR:Approver Lookup” for that particular approval phase.

-        You may want to review the approval debug and corresponding filter log with Signature that got attached to CRQ.

 

-        Search for the signature id on the AP:Role form on the Member List field.

 

Here are some Knowledge Articles and Ideas that you might find helpful:

 

Knowledge Articles:

 

 

Ideas:

 

 

I hope that you find this useful as an example on how to use the new CI Role-based approval. I welcome any comments, feedback and suggestions that you may have regarding this blog post.  I also encourage you to use Ideas on BMC Communities to submit and vote on features that you would like to see in BMC Remedy ITSM.

 

 

You can find additional blogs like this at BMC Remedy Support Blogs

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Looking to upgrade to the latest version of Remedy ITSM? To take advantage of the new innovations from BMC both in the platform as well as the ITSM application.

download.jpeg  download (1).jpeg download (2).jpeg

From our experience of performing hundreds of upgrades we recommend the Fresh Install and Migrate option. The Fresh Install & Migrate method has all the benefits of the common Copy & Upgrade method but avoids a number of the disadvantages. While, historically, this method was not frequently selected due to the data migration speeds of the conventional AR System tools; it could take a full month of data migration to copy over all the existing data in your database. Alderstone CMT solves this problem; it typically takes no more than a day to migrate all the data for a system to the new environment. Therefore this provides many advantages when coupled with the Alderstone CMT solution:

 

  • The fresh install of BMC Remedy ITSM is more often successful first time, requiring less technical oversight
  • Invalid workflow and unneeded enhancements are not automatically brought forward into the new version
  • Less impact to the business of a long change freeze
  • Possible to avoid delta data migrations altogether

 

Fresh Install & Migrate method will create and then switch existing users to a new parallel architecture. This allows all the new components of the architecture to be built and tested prior to cut over. For example, it may be necessary to upgrade or change the database, OS or infrastructure to support the new version. This method will start with a fresh installation of the ITSM stack. A fresh installation has a higher degree of success than an upgrade of an existing application. All data is copied from the existing Production system.

 

This method requires data and change management practices to keep the current and to-be Production data sets aligned. If the data set is small enough then delta-data migrations may not be required and this can reduce the scope of change and data management. This method can be used even if the underlying database is being changed, for instance, from Oracle to MS SQL. Because CMT is used to migrate all the data, this allows data to be migrated selectively, for instance allowing older data to be archived or excluded from the upgrade. This method is especially useful if upgrading from a much older version of ITSM as it effectively shortcuts the upgrade process by removing the necessity to perform multiple upgrades.

 

Fresh Install & Migrate methods include the following key activities which are core to the upgrade and data migration;

  1. Planning
  2. Infrastructure Preparation
  3. Manage Customizations
  4. Prepare for Migration
  5. Emulated Cutover
  6. UserAcceptanceTest
  7. Production Cutover

 

Please note that a BMC Remedy ITSM upgrade project is likely to include a range of other activities not described here, such as training, communications, integration management, stakeholder management, auditing, compliance, etc. This is not intended as a guide to all such activities within an upgrade project. The following diagram shows gantt-style representation of the sequence and relationship between these activities.

 

Screen Shot 2018-01-02 at 3.59.53 PM.png

 

Note that the Infrastructure Preparation and Manage Customizations activities will typically overlap. This is because it is possible to start work on managing the BMC Remedy ITSM customizations before all components of the infrastructure are complete. Alderstone CMT can be used during the Manage Customizations activity to help identify customizations which have been applied to the Remedy system.

 

 

For additional technical information on the fresh install and migrate methodology please get in touch with us. Our team are very happy to talk you through key activities in detail as well as other resources to ensure you're next Remedy ITSM upgrade is successful.
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In this recorded session Doug will provide a quick overview of the new AR Log Analyzer, when to use, and example use cases.

 

Douglas Reif is a Principal Technical Support Analyst

 

Below is the webinar recording and is also available as a podcast on iTunes.

 

 

 

 

Presentation References

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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I'm thrilled, it’s finally here!! I am happy to announce Multi-Cloud Service Management 17.11.00 – a separately licensable, cloud based, add-on service for Remedy customers is now available for customers.

 

With this new offering, we are now able to extend ITSM to multi-cloud environments furthering our solution for our customer’s journey to Multi-Cloud. This enables a single pane of glass for brokering incidents across multiple cloud providers/applications such as AWS, Service Cloud (Salesforce) and extend ITSM processes for DevOps using Jira as an agile development tool.

 

With Multi-Cloud 17.11.00, our Remedy customers efficiently manage IT Services using:

  • Collaborative, automated Incident Management
    • OOTB Incident brokering w/ AWS and Salesforce (Service Cloud)
    • Broker incidents to non-OOTB vendors
  • DevOps Integration w/ Agile Development Tool Jira for
    • Remedy Incident to JIRA Defect/User Story flows
    • JIRA User Story to Remedy Change flows
    • Integrate Remedy with your own Agile Development Tool
  • Cloud Service Dashboard

 

It is a huge step forward for our Remedy customers to elevate their service management with the most advanced capabilities on the planet. Thank you all for helping us  deliver an exceptional, game changing subscription service for Remedy customers. Happy Holidays!

 

 

== Update from March 2018 ==

Multi-Cloud Service Management 18.02 is now live!

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The Server Group Administration Console is an additive utility to manage your server group environment.  In the video below, Douglas Reif provides an overview of the utility.  For more information and to download the utility please see the following document.

 

 

 

Spanish translated version by Manuel Perez

 

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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Following a period of Controlled Availability, Smart IT 2.0 is now Generally Available as of Monday February 26th 2018. Please see the new blog post.

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New CMDB UI Dashboard v2.png

 

BMC is excited to announce general availability of new Remedy releases as part of our Fall 2017 release cycle:

  • Remedy 9.1.04  (incl. Remedy AR System, CMDB, ITSM applications)
  • Remedy with Smart IT 2.0.00
  • BMC Multi-Cloud Service Management 17.11

 

With these new feature releases BMC continues its path to innovate IT Service Management, augmenting the classic ITIL process focused approach with new digital and cognitive concepts that make IT staff more efficient, improve user experience and increase agility - especially for customers with multi-cloud, multi-provider IT environments. At the same time, BMC is introducing a number of significant improvements to its Remedy platform, further reducing cost of operations and administrations.

 

It is my pleasure to share information about some of these enhancements with you in this blog post. It is not meant to be a detailed discussion of each enhancement, but rather should serve as an overview of the key enhancements and values that have been delivered in this release cycle, and as a launch point to pages which provide additional detail.

 

User Experience

Completely new, modern web user experience for Configuration Manager persona, introducing not just a state-of-the-art web UI, but also a variety of new innovations to improve the daily activities of a CMDB Administrator or Configuration Manager. See product documentation for an overview of the enhancements in this area. More information to come in the BMC Communities about this exciting new UI that has received very positive reviews from participants in the beta program.

 

Improved UI Configurability for Smart IT User Experience for Remedy, allowing customers to implement a flexible UI behavior in alignment with their customized mid-tier ITSM UI through a new expression-based approach. Unlike UI customizations via JavaScript insertions, this approach is easier to setup and maintain between releases. Capabilities of this new approach include:

  • Flexible placement of custom fields on supported Smart IT screens, incl. hiding of ootb fields
  • Dynamic change of field properties and field values
  • Expanded input/output for provider actions
  • Ability to use custom fields to ticket console as columns or filters

See Introducing Smart IT 2.0: Now with added configurability for more details.

 

Aside from the key focus on UI configurability for Smart IT, BMC is also delivering a set of other Smart IT enhancements, including Performance Improvements for Smart IT User Experience for Remedy.

 

Cognitive Service Management

In support of BMC's Cognitive Service Management strategy, I am very excited to announce the availability of first cognitive capabilities in the Remedy ITSM solution and in the Remedy platform. Starting with version 9.1.04, customers can use existing data in Remedy to train a Machine Learning algorithm, delivered by BMC as cloud-based Cognitive Service and based on IBM's Watson Natural Language Classifier API, and then use the BMC Cognitive Service to classify input data (e.g. text fields with natural language text). As part of the ITSM solution, BMC uses this new capability to deliver new cognitive auto-categorization of ITSM tickets, which allows to categorize tickets correctly with high confidence, and which in turn will improve quality of auto-assignment of tickets.

 

Another area of high interest and demand from Service Desk organizations is the option to use a Chatbot to deliver more efficient customer support 24x7. BMC delivers a new Chatbot capability, via a BMC Chat UI or via Slack as part of the omni-channel strategy for BMC Digital Workplace.

 

Multi-Cloud Service Management

BMC has been talking a lot about digital transformation over the past years. Every industry is going through a major transformation where they are under competitive pressure to provide digital services, not just products, and for the delivery of these digital services they are often relying on multi-cloud environments from multiple providers to operate at the highest efficiency, highest speed, and at the lowest cost.

 

To help our customers deliver and support these digital services in a multi-cloud, multi-provider environment, we are extending Remedy with a Multi-Cloud Service Management add-on that allows companies to automatically broker incidents to ticket management systems of external providers. BMC enables companies to easily setup such ticket brokering capability with pre-built connectors for leading providers like Amazon AWS or Salesforce, while also enabling customers and partners to build their own connectors or define their own rules when such ticket brokering is triggered.

 

The same Multi-Cloud Service Management service is also used to help companies build integrations of Remedy with agile SW development tools like Jira. With this capability, users can easily create Jira Issues from Remedy Incidents, without any manual data entry, and they can also create Remedy Change Requests from Jira User stories or relate multiple Jira User stories to a Remedy Change Request. See BMC Multi-Cloud Service Management (Ticket Brokering, Jira Integration, DevOps and more..) for more details

 

Remedy ITSM Applications

While the Remedy product team puts a lot of focus on innovation in the User Experience area, reflecting an already strong set of functional capabilities, the team continues to deliver enhancements to the Remedy ITSM applications, with a goal to further reduce the administrative effort for those applications. In version 9.1.04, BMC delivers two key enhancements for ITSM application administration:

 

Starting with version 9.1.04, the Remedy Deployment Application now allows to easily package task templates and task group templates into a deployment package, making it easier for administrators to build out and test these templates on a Remedy development/test instance, before deploying them into production. The Deployment Management Console enables admins to simply select the templates that need to be packaged, and then ensure that all relevant configuration data is included in the package.

 

Also new in 9.1.04 is the ability to define approval rules for Remedy Change and Release Management, which determine the approver for a change or a release based on the People-CI relationships of the CIs related to the change / release. This helps significantly reduce the administrative effort to define approvals rules for changes and releases, and help leveraging relationships that are already maintained by many customers.

 

Remedy Platform

Within Remedy platform version 9.1.04, BMC delivers a rich set of platform-related improvements that help Remedy on-premise customers reduce cost of operations and administration for their Remedy environment.

 

9.1.04 delivers significant improvements to the Zero Downtime Upgrade capability for the Remedy Platform: Several manual steps of the process have been automated. If, for some reason, the platform upgrade fails, the platform components and the file system are rolled back to the earlier version. All these enhancements allow customers to safely perform in-place upgrades of the Remedy platform without impact on the overall Remedy ITSM service. This recorded Connect with Remedy webinar session about Zero-Downtime Upgrades provides additional insight into the approach.

 

Starting with version 9.1.04, customers can now use the Remedy Deployment Application to easily deploy new Remedy platform patches and hotfixes into their Remedy environment, including new binaries. Remedy administrator no longer have to run patch installers on each server of a server group across multiple environments (Development, QA, and Production) to deploy new binaries. Platform patches are now delivered as deployable packages. When a Remedy administrator deploys such a package on a primary server in a server group, the changes / new binaries provided through the patch or hotfix are applied on all the secondary servers automatically.  Please note that there are also a number of other enhancements in the Remedy Deployment Application v9.1.04.

 

Last but not least, Remedy 9.1.04 also makes it easier for Remedy administrator to centrally enable logging in a Remedy server group environment, reduces CPU resource usage on mid-tier server by 50%, and informs users of the mid-tier UI about an upcoming session timeout.

 

Remedy Single Sign-On

With version 9.1.04, Remedy Single Sign-On implements now the OAuth 2.0 protocol, and allows for authentication using OpenID Connect, an authentication method that is built on top of the OAuth 2.0 protocol. Remedy Single Sign-on also extends support of other BMC solutions by adding support for TrueSight Presentation Server and BMC Innovation Suite.

 

Remedy Smart Reporting

With version 9.1.04, Remedy Smart Reporting delivers new out-of-the-box KPI reports for the following ITIL processes:

  • Incident Management
  • Problem Management
  • Service Request Management
  • Work Order Management

For more information, see Out-of-the-box KPI reports available with Remedy Smart Reporting.  In addition, there is a new Java based on-boarding utility for Smart Reporting.

 

Additional Utilities

In support of the new Remedy 9.1.04 release, the Remedy product team also release a number of value-add utilities to the BMC Communities. These are unsupported at this time, but BMC will evaluate based on customer feedback whether to include it in the standard product at a later time.

 

Some references to additional information about this release:

 

I'd like to use this opportunity to thank everyone who's actively engaged in the BMC Communities. The Remedy community spaces - Remedy ITSM, Remedy AR System and Atrium CMDB - are the most active spaces in the BMC Communities, delivering immense value to the entire Remedy customer base and to BMC, and your contributions help to make this such a great place to hang out. Special thanks to the community members who have contributed ideas that we have implemented in this Fall 2017 release cycle. Enjoy the year end and have a great start into 2018.

 

Peter Adams

Director, Product Management

Remedy

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In this recorded session Mark will cover the new "One Logging" feature in Remedy 9.1.04.

 

Starting with BMC Remedy AR System version 9.1.04, you can use the AR System Server Group Administration Console to manage logs for multiple components that belong to a server group. All these components are part of Centralized Configuration and AR System Configuration Generic UI.

 

Mark Walters is a Principal Technical Support Analyst

 

Below is the webinar recording and is also available as a podcast on iTunes.

 

 

 

 

Presentation References

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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