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Remedy ITSM

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Raj Cheruvu

Operational Readiness

Posted by Raj Cheruvu Employee Oct 2, 2018
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I recently wrote an article about the response of CAL-Fire fighters and the importance of operational preparedness in software.

In this post, I want to highlight the importance of selecting the right tooling for your operational needs. For Helix, we selected Ansible to develop our DevOps toolset.

Rationale for Ansible Selection

  • Push mechanism
  • Flexible playbooks
  • Jenkins Tie-In
  • Configuration management for Infrastructure

Push Mechanism

Ansible leverages a push mechanism for managing the infrastructure greatly simplifying the operational cost of managing multiple servers.

Flexible Playbooks

Ansible has a flexible mechanism when it comes to choosing the playbooks for execution depending on the use case.

For ex. we created multiple playbooks for migration of Remedy on-Prem customers to Helix and depending on the Remedy components that are installed at a customer site, the appropriate playbooks are selected for execution.

Jenkins Tie-In

R&D teams manage their CI/CD pipelines with Jenkins, Ansible has a module for Jenkins allowing the R&D teams to seamlessly extend the same development framework and process to cover DevOps tooling.

Configuration management for Infrastructure

Ansible helps maintain the configuration state of the infrastructure.

More on this in a future article

Call to Action

Let us know if you have any questions on migrating your Remedy on-prem instances to Helix with our Ansible toolset

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Please join Doug and Mike as they cover troubleshooting email engine issues in December's webinar.

 

In this session they will cover troubleshooting outbound email notifications, incoming email issues, and connectivity issues to the mail server.  This will include general architecture, configuration, service failover, and demo a connectivity test utility for both incoming and outgoing messages.

 

Douglas Reif is a Principal Technical Support Analyst

Michael Fahrenbruch is a Senior Technical Support Analyst

 

Event Registration Details

 

Date: Wednesday, December 19, 2018

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=ed8870bdd8c578f7192fe7c04ecf8d138

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  CMDB  Discovery / ADDM  Digital Workplace / MyIT  HR Case Management

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Please join Jeff as he reviews common issues with SRM processing in November’s monthly webinar.

 

Requesting the service request is only the initial stage in the processing.  There are additional stages for a request to be processed.  In this session, he will show the high level stages of request processing and focus on the approval and CAI stages of process.  Will review common issues with approval and CAI processing and how to avoid these issues.

 

Jeff Hudson is a Lead Technical Support Analyst

 

Event Registration Details

 

Date: Wednesday, November 14, 2018

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e7646dc542daddd8b07c233f04f77b65c

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  CMDB  Discovery / ADDM  Digital Workplace / MyIT  HR Case Management

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Please join Sirjad as he presents on Digital Workplace Architecture Simplification during October's webinar.

 

In this session he will cover Digital Workplace install and upgrade simplification, migration of data from Mongo to DWP Business database and separation of DWP and Smart IT.

 

Sirjad Acharath Parakkat is a Senior Manager – Digital Workplace Solutions

 

Event Registration Details

 

Date: Wednesday, October 24, 2018

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=ef0e5a2431d7d019d1c86922c7bbfe601

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  CMDB  Discovery / ADDM  Digital Workplace / MyIT  HR Case Management

Raj Cheruvu

Transformation of Remedy

Posted by Raj Cheruvu Employee Sep 18, 2018
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Remedy has been a successful on-premises application that delivers digital service management to the leading enterprises in the world. With the advent and growth of enterprise cloud computing, it became clear that Remedy needed a Cloud Service offering to continue its growth in the market. To address this need, we launched Remedy onDemand, a Cloud Service offering for our customers.

 

However, as our Remedy OnDemand offering continued to grow and generate interest, some architectural challenges became apparent. As a service provider, for BMC to effectively scale and manage Remedy, it was evident that we needed to transform Remedy’s monolithic architecture.

 

Transformation challenges

To start the transformation, we identified the following key challenges that we faced with our Remedy onDemand offering:

  • Deployment time: It used to take four to six weeks to provision a Remedy IT Service Management solution stack.
  • Lack of elastic scaling for capacity: A huge amount of time was spent in capacity planning to predict the peak usage. As a result, Remedy was always provisioned for the maximum projected usage, which increased resource costs.
  • Time and resources for updates and upgrades: Updates and patches were time and resource intensive. Due to these challenges, customer environments were not upgraded to the latest version of the products.

 

SaaS design transformation

To tackle these challenges holistically, we identified the following key design attributes for the Remedy SaaS solution:

  • Modular architecture with well-defined interfaces
  • Shareable services that can scale elastically
  • Zero-touch continuous delivery and deployment
  • Modular processes that enable customers to choose the robustness and Service Management maturity level that fits their business
  • Extensible architecture so customers can add their own customizations
  • Zero-downtime upgrades that seamlessly allow newer capabilities to be introduced without impacting the service

 

Transformation to a cloud-native architecture

After defining the key design attributes, we identified the following requirements for a cloud-native architecture:

DevOps
Microservices

>       Automated provisioning

>       Automated deployment

>       Continuous integration

>       Continuous delivery

>       Minimal function

>       Domain-driven design

>       API-first design

>       Loose coupling

Everything as a Service
Distributed computing

>       Infrastructure and software-as-a-service

>       Auto-scaling

>       Elastic scaling

>       Partitioned and replicated

>       Regional data centers

>       Fault tolerant

 

Provisioning and operational transformation

Based on the desired design and architecture, we decided to containerize Remedy with Docker and to leverage Kubernetes as the orchestration engine for managing the provisioning and operational upkeep of the containers. We layered these choices with Red Hat OpenShift as the management plane to provide customer isolation and RBAC controls.

 

Transformation roadblocks

Once we began the journey, we hit several roadblocks, such as:

  • Dependency on configuration files that were numerous and distributed
  • Monolithic functionality that was not suitable for containers
  • Stateful processes that require expert knowledge of other services
  • Limited experience with new technologies

 

Achieving a successful transformation

Our workforce and partnerships enabled us to achieve a successful transformation in the following manner:

  • To lead this transformation, we selected a dedicated set of engineers who were enthusiastic and motivated to overcome obstacles.
  • Our partnerships with Amazon Web Services (AWS) and Microsoft Azure provided us with experts that served as sounding boards during technical discussions.
  • We centralized the configuration and moved the configuration from files to databases.
  • We then simplified the architecture and reduced components that were not suited for cloud computing. We refactored other components to ensure that each component has a well-defined REST interface.
  • We introduced capabilities that are cloud centric like zero-downtime upgrades, a deployment manager that helps with application deployment and rollback of packages, and centralized logging with Elasticsearch, Fluent Bit, and Kibana.

 

DevOps team transformation – Dev and Ops working together

No SaaS transformation is complete without analyzing how to successfully provision and operate your cloud services. With this in mind, we created a DevOps team with representation from Development and Operations.

The following key factors enabled the DevOps team transformation:

Team culture
Technology

>       Shared projects and participation

>       Continual improvements in team processes

>       End-to-end ownership

>       Infrastructure as code

>       Shared version control

>       Automate everything

>       Immutable code and infrastructure

 

Summary & Next Steps

The new Remedy solution is launched as BMC Helix, and we look forward to customers reaping the benefits of this transformation.

Deepak Somaiya Dinesh Elaprolu Abhijeet Gadgil Pratik Nahata Manoj Jagdale Sandeep Tyagi Atul Kulkarni Atul Patil

 

What else would you like to know about Helix? Comment below

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Delighted to share Multi-Cloud Service Management 1808 is GA and is now available to our production customers. Lots of new capabilities in the power packed release including-

  • Incident Consolidation w/ Jira Service Desk (includes new connector, flows, Smart IT UI)
  • Incident Consolidation between Remedy to Remedy
  • Incident Brokering between Remedy to Remedy
  • Attachment support for flows between Service Cloud and Remedy
  • Easier Configuration w/ a redesigned Quick Start Guide

Screen Shot 2018-09-17 at 3.01.36 PM.png

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This article presents a detailed overview on steps required to Re brand Smart IT for Apple iOS client using iPA or XCArchive

 

On Apple iOS devices you can re-sign Smart IT manually or by using the iOS re-signing and re branding utility provided by BMC. This blog will focus on steps via Re branding Utility only and below are key task covered in later steps in detail.

 

  1. Get Apple root certificate
  2. Create App ID/bundle ID for  ( Smart IT, Watch and watch extension)
  3. Add Smart IT, watch and extension with ‘App Group’
  4. Create iCloud container and associate it with Smart IT ( watch and extension is not needed )
  5. Create CSR for production, and upload to apple then download it to desktop  and add to keychain
  6. Create Provisioning profile ( Distribution) for all three ( Smart IT app, watch and extension )
  7. Ensure to download CSR and Provisioning profile ( all three) in key chain by downloading and reading it into keychain
  8. Run Resigning utility (.dmg file)
  9. Create project and complete configuration section ( enter Smart App, Watch and Extension info)
  10. Complete entitlement section for (Smart IT app, watch and extension )
  11. Resign utility
  12. Connect an IPad or iPhone with MacBook and go to Quick Player and start a movie

Use Xcode deployment

 

General requirements

 

  • You must have Apple Macintosh OS X El Capitan 10.11 or later to run the iOS re-signing and rebranding utility.
  • From the App Store of Mac OS X, download and install Xcode version 8.2.1 or later, and its corresponding Xcode Command Line Tool on your Mac machine. Note that installing Xcode is a one-time activity
  • Must have an iPhone/iPAD to connect and test.

 

 

Get Apple root certificate

 

1) Using your Apple Mac Book machine , Open browser and navigate to Download Apple Root Certificate from https://www.apple.com/certificateauthority/

 

 

 

2) Once certificate is downloaded, double click it and it will be installed in keychain. You can verify in keychain access as below

 

 

3) Login to Apple Developer Account https://developer.apple.com/account/

and click on  option "Certificate, Identifier & Profile.

Note* Ensure that you are logged in Enterprise Account ( Top right corner in below screen print )

 

 

4) Create an Application ( i.e .Smart IT) APP ID by selecting App IDs in Identifier section

 

 

 

5) Provide Bundle id in below format ( per your company domain name ). Below is merely an example

 

6) Complete the registration

 

7) Once Register, Reopen App ID

 

 

For above created smart IT support App ID, below options ‘App Group’ and ‘iCloud’ needs to be enabled. To enable this, we need Watch and extension App ID. Steps to create these are provided in next few section.

 

Register Watch

 

8) Create another App ID for Watch.

Enter Watch application Name

9) While Providing Bundle name for Watch, use the same bundle ID created in Step 5 and append the word ‘watch’

 

 

Register Watch Extension

 

10) Create another App ID for Watch Extension

Enter Watch Extension application Name

 

 

11) append the word extension in bundle ID created in step 9

 

12 ) Verify that All three Application ( created in above steps) appear under App IDs

 

 

 

Create ‘App Groups’

 

13) Create App Groups for Smart IT application. In Identifier, provide the name of Smart IT App ID bundle Identifier as per Step 5 above.

 

14) Rerun to App Identifier and open Smart IT app id, You will notice that App Group is enabled for this app now

Note* It was disabled in Step 7 above.

 

 

15 ) Associate App Groups with Smart IT bundle ID

 

 

 

 

Create iCloud containers

 

16) Create iCloud container for Application Smart IT

17) Associate iCloud container with Smart IT  bundle id

 

 

18) Smart IT App ID has App Groups and iCloud container Enabled now

 

 

For Watch and Watch Extension, we need only ‘App Groups’ to be enabled ( no iCloud)

 

19) Enable App Groups only ( no iCloud) for App ID Watch

 

20 ) Perform Step 19 for app ID Watch Extension as well ( use similar steps and screen print as in above step 19)

 

 

Create Distribution certificate (CSR)

 

21) Create CSR distribution certificate for production.

 

 

Note, Above Screen print is generic Steps to create CSR..

 

 

 

22) Open Apple Macbook machine, open Keychain Access and follow below screen prints

 

 

Double click certificate to install it in Keychain

 

 

Create Provisioning Profile (Distribution)

 

23 ) For Smart IT app ID, click On distribution and follow below screen print

 

 

 

 

 

24) Select The app from drop down ( Smart IT app ID if this provisioning profile is for Smart IT App. Choose Watch if it is for Watch Provisioning Profile OR choose Extension if it is for Extension provisioning profile ) created in step 5

 

 

 

 

25 ) Create Provisioning profile for Watch and Watch Extension following step 23 & 24

 

 

 

 

Run Resigning Utility

 

26) On Apple Mac book, run Resigning Utility. This utility can be found at below location where Smart IT is installed

Smart_IT/Smart_IT/smartit/download/utils/

 

Create a Project and choose version

 

 

27, On Configuration TAB, Enter the values as we created on Apple Developer website ( for Smart IT App , Watch, and Watch Extension bundle ID )

 

 

 

 

28) Select Entitlements ( This requires X Code on Mac Book to edit )

 

 

29) Provide details on below screen and Save File for Smart IT app Entitlement..

These values can be found by opening Provision profile for Smart IT/Watch/Watch Extension in text editor ( Step 24 and 25 )

 

 

30) Example of Smart IT provisioning file in edit mode ( any text editor on Mac book machine)

 

31) Provide details on below screen and Save File for Watch app Entitlement.

 

32) Provide details on below screen and Save File for Watch app Entitlement.

 

Note* Value for step 31 & 32 can be found by opening Provision profile for Watch/Watch Extension in text editor ( Step 24 and 25 and 30 )

 

33) Select Project and click on Re-Sign.

 

***********************

Before 1805

Download Smart IT_ipa file from Smart IT server to local hard disk on MacBook

Path: /opt/bmc/Smart_IT/Smart_IT/smartit/download

File Name: Smart IT_ipa file

 

1805 and greater

/opt/bmc/Smart_IT/Smart_IT/smartit/download

Download Smart_IT.xcarchive.zip file to local hard disk and unzip it to choose folder/file

Path: /opt/bmc/Smart_IT/Smart_IT/smartit/download

File Name: Smart_IT.xcarchive (After unzipping Smart_IT.xcarchive.zip file)

***********************

 

34) Provide path of xcarchive or iPA location ( as per above applicable version)

Select  Apple Distribution certificate

Provide path of Provisioning Profile

 

 

 

35) Once new iPA file is created, go to build folder

 

 

 

Test The newly signed IPA on a iPhone/iPad before publishing to other users

 

Refer to attached document for steps on how to test newly signed IPA.

 

-----------------------------------------------------------------------------------------------------------------------

 

I hope that example in this blog was helpful to understand how to Re Sign Smart IT application for Apple iOS clients. To see more like this, see BMC Remedy Support Blogs.

 

Thanks!!

Ravi Dubey

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With every Remedy release we deliver a set of enhancements that are based on ideas from our customer community. Now that Remedy (and Smart IT) releases 18.05 and 18.08 are fully available, I'd like to use the opportunity to thank all community members who contribute new ideas to the BMC Community and who are voting on existing ideas. This helps BMC tremendously to understand needs of our customer base.

 

The following ideas have been delivered with Remedy 18.05 and 18.08

 

Remedy AR System

 

CMDB

 

Remedy ITSM Applications (inc. Smart IT)

 

While managing ideas from creation to delivery is a collaborative activity where many people are involved, most importantly I'd like to thank the community members who submitted these ideas.

 

Peter Adams

Sr. Director - Product Management

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BMC is excited to announce general availability of the new Remedy 18.08 feature release with the following solutions components:

  • Remedy Platform 18.08  (incl. Remedy AR System, CMDB)
  • Remedy ITSM Applications 18.08  (incl. Remedy Service Desk, Remedy Change Management, Remedy Knowledge Management, Remedy Asset Management, Service Request Management, Service Level Management, Smart IT UI, and Remedy Smart Reporting)
  • Remedy Single Sign-on 18.08

This new version 18.08 of the Remedy SW is generally available for download via EPD for on-premise use and can be requested from BMC for BMC Helix Remedy (SaaS) customers.

 

This set of product/component releases is complemented by releases of BMC Helix Multi-Cloud Service Management 18.08, BMC Helix Cognitive Automation 18.08, BMC Helix Chatbot 18.08, BMC Digital Workplace 18.08, which are expected to be available very soon.  BMC Software also announces the full distribution of Smart IT 18.05 including the latest patch, Smart IT 18.05 Patch 004.

 

Even though the 18.08 release was just a 3-month release and thus has a smaller payload that previous feature releases, the release delivers a number of exciting new capabilities for Remedy, in support of BMC’s focus on leveraging cognitive technologies for improving ITSM activities, on delivering a modern user experience, and on enabling easy integrations with external systems. In addition, this latest release continues to improve on Remedy product quality and performance.

 

With this blog, I'd like to share information about some of these enhancements with you. 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. For a complete overview of all enhancements delivered in version 18.08, please review the Remedy ITSM 18.08 release notes. I also recommend that you attend the upcoming  Connect with Remedy - Remedy 18.08 Feature Release Webinar  to get further insights into the Remedy 18.08 feature release.

 

 

Cognitive Service Management

Leveraging the existing Machine Learning service (BMC Helix Cognitive Automation) that has been integrated with Remedy at the platform level, BMC is continuing to implement new, valuable end-to-end use cases that make use of this ML service to boost Service Desk productivity. With this 18.08 release, Remedy can automatically analyze incoming email and determine the appropriate incident template for auto-creating an incident. This reduces the need for manual triage of email-generated incidents, an activity that consumes significant time for Service Desk organizations that allow employees or external customers to send issues via email. Manual management of keyword-based rules is no longer needed with this cognitive auto-triage.

Screen Shot 2018-09-03 at 1.28.30 PM.png

In addition, BMC has also refined the user interaction for the previously implemented cognitive auto-categorization use case, so that users can leverage the proposals by the ML service with fewer mouse clicks.

 

Smart IT UX Enhancements

Smart IT - the new, innovative user experience for Remedy ITSM - has been enhanced in two main areas:

Dynamic Provider Actions

With release 18.08 it is possible to automatically trigger the execution of Smart IT Provider Actions (custom Remedy server workflow) when editing incidents. You can define the trigger conditions for incidents via Expressions, which enable the system to automatically run custom workflow on the Remedy server and return information to the Smart IT view of the incident. This enables a number of interesting use cases, which Active Link workflow has been used for in the mid-tier UI

Minor UX Refinements

Due to the short release time frame and the focus on quality after the removal of MongoDB, the 18.08 release introduced only some minor UX refinements: Knowledge article search results now show the article status (for example, Draft or Published). The list of recommended tickets now only shows tickets from the same company. The positioning of the Incident Description field in the template for the notes already entered by the agent, is now improved.

 

New CMDB UI Enhancements

With version 18.08, companies can configure how the KPI metrics of the new CMDB dashboard are calculated. Also, users with non-admin user permissions - e.g. Service Desk agents - can now access the new CMDB UI, with a limited set of functionality according to their persona needs.

 

BMC Helix Multi-Cloud Service Management Enhancements

Version 18.08 BMC Helix Multi-Cloud Service Management, expected to be available shortly, introduces support for a new use case beyond ticket brokering and integration with agile SW Developments systems: you can now use BMC Helix Multi-Cloud Service Management to easily consolidate tickets from departmental or regional ticketing systems on to a central Remedy ITSM instance. Such departmental / regional system could be another Remedy ITSM instance or a 3rd-party system. BMC delivers a set of pre-built connectors out-of-the-box, e.g. for Jira Service Desk systems, but additional connectors can be developed as well. In addition, BMC Helix Multi-Cloud Service Management has also been enhanced to seamlessly share and receive file attachments for integration with Salesforce Service Cloud.

 

Remedy Platform Enhancements

BMC now grants customers an additional limited license to use Remedy Smart Reporting to define and generate reports for custom Remedy applications not related to IT Service Management. You are limited to seven user licenses for creating/editing/managing reports for custom Remedy applications. Of course you can distribute reports to multiple recipients.

You can now use Remedy Single Sign-On (RSSO) to enable OAuth 2.0 authentication by the Remedy AR System REST API. Remedy SSO can also enforce session quota to control simultaneous user logins and prevent brute force attacks by enforcing an account lockout policy for multiple unsuccessful login attempts.

In the new Remedy Management Console, you can now configure the Console to display more that six operations metrics. Also, it is now possible to use graphics (like dials) to display them.

Last but not least, BMC now offers content-level prechecks for a deployment package of the Remedy Deployment Application. Content-level precheck helps you add a more specific check to the package by checking a condition that you have set at the form level. For example, when BMC offers a patch for Remedy IT Service Management and you are not using Remedy Asset Management, deploying a package containing fixes for Remedy Asset Management might result in errors. You can define a content-level precheck that will prevent deploying the Remedy Asset Management patch from being deployed in your environment.

For more information, please see 18.08 enhancements - Documentation for BMC Remedy Action Request System 18.08 - BMC Documentation

 

Faster, zero-downtime Remedy application upgrades from 18.08 with Deployment Packages

The 18.08 release also introduces a new upgrade approach for Remedy IT Service Management applications, Remedy Service Request Management, and Remedy Service Level Management when upgrading from version 18.05 to 18.08: BMC delivers the delta between these two versions as Deployment Package, which has to be applied on top of Remedy 18.05. That makes the deployment of the objects updated in 18.08 very fast and simple. By default, this approach also enable zero-downtime of ITSM application upgrades, but if the deployment of an additional reconciliation packages is required, then this may require taking the ITSM applications offline - depending on the content of the deployment package. Please see 18.08 ITSM Deployment product documentation for more details about this new upgrade approach. Please note: the upgrade to version 18.08 from earlier Remedy versions (such as 9.1.x) first requires an upgrade to version 18.05 through the installer followed by deploying the Deployment Package for version 18.08.

 

Containerization and BMC Helix Remedy 18.08

BMC continues to invest in the containerization of Remedy SW, which is only currently available as a part of BMC Helix Remedy Service Management, enabling you to use your cloud of choice (BMC Cloud, AWS, and soon MS Azure) for Remedy SaaS service delivery. For more information about BMC Helix, see https://www.bmc.com/helix.

 

Note: With the 18.08 release, BMC has shifted the six-month Remedy release cycle by one quarter to releases at the end of February and at the end of August. The next release is expected at the end of February 2019.

 

I'd like to use this opportunity to thank the entire BMC product organization for their hard work on delivering this release in time and with high quality. And I'd to thank everyone who's actively engaged in the BMC Communities. The Remedy community spaces - Remedy ITSM, Remedy AR System and 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 18.08 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.

 

Peter Adams

Director, Product Management

Remedy

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Please join Peter Adams and the Remedy product management team to get an update on the Remedy 18.08 Feature Release in September’s Connect with Remedy webinar.

 

In this session we will cover the exciting new capabilities introduced with the 18.08 release, in support of BMC’s Cognitive Service Management and Multi-Cloud Service Management strategy.

 

You can also learn about BMC’s new approach to deliver ITSM application updates for version 18.08 via Deployment Packages.

 

Peter Adams is the Director of Remedy Product Management

 

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

 

Release Notes

 

BMC Helix Overview

 

BMC Community Spaces

 

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

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

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I've written a series of articles that show how to use the Elastic Stack to collect, parse, and view different types of Remedy logs.  So far they cover:

 

  • Part 1 - setting up Elasticsearch, Kibana and Filebeat to collect logs from one or more Remedy servers.
  • Part 2 - adding Logstash and modifying the setup to pass logs through it to Elasticsearch.
  • Part 3 - first steps in using Logstash to enrich the logs with additional data for filtering and visualizatiions in Kibana.
  • Part 4 - adding more logs, multi-line messages, and more complex Logstash filters.

 

Mark Walters

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Please join Rahu, Abhijeet, and Tarun as they discuss the keys to a successful transition to Smart Reporting in this August’s webinar.

 

Smart Reporting enables self-service reporting with rich data visualization, multiple charting options, cross-ITSM process reporting, semantic view of Remedy metadata, and out-of-the-box, persona-driven content. All of this with an author-once, consume-anywhere philosophy and 100% Web experience.

 

While you have learned about Remedy Smart Reporting since it was first introduced with Remedy 9, this session focus on Smart Reporting capabilities for customers transitioning from BMC Analytics to Smart Reporting. We will talk about similarities and differences in these two technologies, mapping of key capabilities, how to maximize reuse of existing Analytics report logic when creating equivalent report in Smart Reporting.

 

Rahul Vedak  is a Lead Product Manager

Abhijeet Teli is a Staff Product Developer

Tarun Pandey is a Staff 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

 

 

New Smart Reporting 18.x: Fundamentals Using, Web Based Training now Available, more information at this link

 

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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CMDB Explorer v2.png

BMC is excited to announce general availability of the new Remedy 18.05 release with the following solutions componetns:

  • Remedy Platform 18.05  (incl. Remedy AR System, CMDB)
  • Remedy ITSM 18.05  (incl. ITSM applications, Smart IT UI, Smart Reporting)
  • Remedy Single Sign-on 18.05
  • BMC Helix Multi-Cloud Service Management 18.05

This set of product/component releases is complemented by the release of BMC Digital Workplace 18.05.

 

The Remedy 18.05 feature release deliver exciting new capabilities in support of BMC’s focus on modern user experience, integration with external systems, reduced TCO for the Remedy environment, and improved support for compliance initiatives like GDPR. Most importantly, it simplifies IT Service Management and Platform Administration significantly. In addition, this latest release continues to improve on Remedy product quality and performance.

 

With this blog, I'd like 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.

 

Smart IT Enhancements

 

Smart IT - the new, innovative user experience for Remedy ITSM - has been enhanced in three main areas:

Architecture Simplification:

Fewer servers required for deploying Smart IT together with Remedy ITSM. MongoDB is no longer needed, as social data will be stored in standard Remedy ITSM database, saving resources and reducing operational effort.

Improved Smart IT UI Configurability:

This 18.05 release builds on the enhanced tailoring and customization capabilities already available for Incident and Change records, by extending the capabilities to Work Orders and Tasks. Administrators can reconfigure forms by adding, moving, or removing fields, including custom fields, and by implementing expressions to make dynamic changes to field visibility, access, and optionality. Enhanced Provider Actions enable integration of server-side custom workflow directly into the UX

Integration with BMC Digital Workplace Advanced:

The new 18.05 version of Smart IT now allows to take advantage of the full benefits of Smart IT's Smart Recorder functionality when using BMC Digital Workplace Advanced as service catalog and request fulfillment solution. Customer's previously submitted DWP service requests are visible within Smart Recorder and can be reviewed in detail. DWP service requests are also accessible via Global Search and the Person Profile screen.

 

New CMDB User Experience

BMC continues to add to the capabilities of the new CMDB UI, with the goal to eventually completely replace the Flash-based CMDB UI. With the 18.05 release, BMC is introducing a the new modern web UI version of the CMDB Explorer with a user experience closely aligned with BMC Discovery (see screenshot above). In addition, BMC is delivering a new CI search widget that available on top of all screens of the new CMDB UI. With 18.05, a large portion of the capabilities of the Flash-based CMDB UI are now also available in the new CMDB UI, with much better capabilities and user experience.

 

Deployment Application (D2P) for Automated Deployments

BMC has significantly enhanced the Deployment Application, which now includes an automation interface (CLI) for the Dev-to-Prod mechanism. This supports continuous, automated deployments (DevOps), which can be invoked from the automation / orchestration tool of your choice. Also, support is added for additional objects like CMDB classes and attributes, ITSM Application Templates (Incident, Change, and Work Order) as well as the ability to extend the underlying D2P framework to support custom content packages. There are improvements to the security and permission model of the Deployment Manager Console, which also includes the ability to import the BMC signed package (patch).

 

New Remedy Management Console

To help customers further reduce total cost of ownership and simplify administration of Remedy, BMC is introducing a new Remedy Management Console for Remedy Administrators that helps make administration, monitoring, and operations of the Remedy server group environments more efficient. The new console consolidates key metrics across multiple servers, allows companies to manage their log settings across the server group, and introduces a new global / local configuration concept, which allows to define Remedy server configuration parameters once for the entire server group, while allowing for exceptions on individual servers.

 

Remedy License Management Enhancements

The new 18.05 version makes Remedy license management simpler. Administrators can now start managing Remedy user licenses in the system in alignment with how their company bought user licenses. Bundled licenses (platform and application user licenses combined) can be assigned to users, and consumption of bundled licenses is controlled and measured by the system. License management now extends into Knowledge Management as well. The new capabilities are introduced as opt-in options. Existing license configurations continue to work as before.

 

Identification and Management of Personal Data for Data Privacy and GDPR

The Remedy 18.05 solution provides capabilities that help administrators address the personal data protection and privacy requirements associated with the General Data Protection Regulation (GDPR). The GDPR is a set of rules and principles governing the handling of personal data of individuals located in the European Union (EU).

 

 

More Information

Additional information about the Remedy 18.05 feature release, please review the Remedy ITSM Suite 18.05 release notes at 18.05 enhancements - Documentation for BMC Remedy IT Service Management Suite 18.05 - BMC Documentation

For more information and further details about the Remedy 18.05 feature release, please watch the June 2018 Connect with Remedy webinar on June 20.

 

Some Additional Comments

A few comments at the end about the new release - not related to new functional capabilities:

Version Number

With this release, BMC is moving to a time-based release numbering for Remedy, in alignment with other BMC solutions. Each release number is selected by the targeted release date. 18.05 represents the fifth month (May) of 2018. The traditional interpretation of major/minor/SP release types does not apply anymore. We are calling these regular releases in a 6-month cadence "feature releases".  With this shift in release numbering, we better reflect our time-based release strategy.

Version dependency for Smart IT

Smart IT 18.05 is released on a Controlled Availability (CA) basis. The code is fully production ready - this is not a beta release. However, for a limited period - we're targeting about 3 months - our aim is to ensure that BMC can provide close support and guidance to early adopters of the release, and maintain visibility of each adopter's progress. As a result, downloads of the installers are subject to approval by the BMC product organization, and you'll see a popup message when you're trying to to download the Smart IT 18.05 software. If you are interested to participate in the Smart IT 18.05 CA program, please fill out the following registration survey

Welcome to BMC Helix

Last but not least, if you haven't seen already, I want to direct your attention to my recent blog post BMC Helix – What does it mean for Remedy ITSM Customers , that explains what BMC Helix is and how it is relevant for Remedy customers.

 

I'd like to use this opportunity to thank the entire BMC product organization for their hard work on delivering this release in time and with high quality. And I'd 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 18.05 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.

 

Peter Adams

Director, Product Management

Remedy

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On June 5, BMC launched BMC Helix Cognitive Service Management, which delivers everything-as-a-service with intelligent, omni-channel experiences in the cloud.

 

I’d like to share some insights about what BMC Helix is and add some comments specifically from the perspective of BMC Helix Remedy – explaining what this could mean to you as Remedy customer or partner.

 

BMC Helix – Cognitive Service Management on Your Cloud of Choice

 

BMC Helix is BMC’s new brand for our end-to-end, multi-cloud SaaS offering that reinvents traditional ITSM by integrating cognitive technologies like artificial intelligence and machine learning, by helping companies address the challenge of ITSM in a multi-cloud environment, and by giving customers a new choice to decide in which Cloud the ITSM service is offered. With BMC Helix, our customers can transform every layer of service delivery for end users, agents, and developers, evolving their ITSM service management from reactive to proactive and predictive with the highest level of accuracy and speed.

 

BMC Helix is our common brand for the suite of SaaS offerings centered around Remedy, Business Workflows, Digital Workplace, Discovery, Client Management and Innovation Suite. These core solutions can be expanded by optional add-ons, such as:

  • BMC Helix Chatbot, integrated with BMC Helix Business Workflows and BMC Helix Digital Workplace, driving an omni-channel experience for end users with support not just for Web, but also for Slackbot, Chatbot, SMS, and Skype.
  • BMC Helix Multi-Cloud Service Management, integrated with BMC Helix Remedy or Remedy ITSM on-premise, enabling automation and collaboration for the interaction with external service providers or development teams.
  • BMC Helix Cognitive Automation, integrated with BMC Helix Remedy or Remedy ITSM on-premise, BMC Helix Innovation Suite, and BMC Helix Business Workflows, allowing solutions to use a Machine Learning service to automatically classify unstructured data within the solutions, helping companies e.g. with auto-categorization of tickets or auto-selection of case templates when creating cases from incoming email.

 

With the delivery as SaaS model, BMC helps enterprises to effectively run their ITSM solution by reducing time and effort of upgrades, driving operational efficiencies, and scaling elastically.

 

At the core of BMC Helix are three key attributes, which reflect our focus and our uniqueness:

  • Cloud to Multi-Cloud: BMC Helix delivers all capabilities as-a-service, helping customers to easily consume and stay current with their ITSM capabilities. On top of that, BMC enables efficient ITSM processes in a multi-cloud, multi-provider IT landscape.
  • Containers: BMC Helix is a SaaS offering provided in customers’ choice of cloud, including AWS and BMC Cloud. Containers enable BMC to deliver this choice of cloud. More cloud options for the BMC Helix SaaS service are planned for the future.
  • Cognitive: BMC Helix helps enterprises transform from ITSM to Cognitive Service Management with artificial intelligence, machine learning, bots, and virtual agents

 

More info about BMC Helix is available at www.bmc.com/helix.

 

BMC Helix Remedy: Delivering Predictive ITSM Across Multi-Cloud Environments

 

So, what does the BMC Helix initiative mean to you as Remedy customer and partner?

 

First of all, with BMC Helix Remedy being a key part of the BMC Helix suite, BMC confirms our commitment in Remedy as the flagship ITSM solution with market-leading capabilities, as reflected in the #1 position in Gartner’s latest ITSM Critical Capabilities report. Furthermore, Forrester conducted a multi-step approach to evaluate the impact of BMC Helix Remedy had on organizations. Interviewed companies realized gains in productivity, service and cost efficiencies among many other benefits. In the study, Forrester concluded that companies who invested in BMC Helix Remedy had an overall three-year an ROI of 304%, much better than other solutions.  You can read the Forrester Spotlight Report here.

 

You may have noticed that Remedy is the only solution in the BMC Helix suite with a non-descriptive name. This reflects the importance of the Remedy technology, the Remedy brand, and the comprehensive Remedy ITSM solution for BMC.

 

Second, while BMC Helix emphasizes BMC’s long-year expertise in delivering software via a SaaS model and BMC’s continued investment in the SaaS delivery option, fueled by a strong demand from our customer base, BMC is committed to continue supporting and further enhancing our Remedy on-premise capabilities. The Remedy platform enhancements delivered in the most recent 18.05 release reflect that we continue to help customers operated their on-premise environments in a more cost-effective way. In fact, our investment into Remedy-as-a-Service will benefit on-premise customers as well. Example: while containers today are only available as part of BMC Helix Remedy, it is planned to make them available to Remedy on-premise customers as well, after a while, delivering a much easier way to upgrade the Remedy platform SW and to automatically scale-in and scale-out. BMC believes that the SaaS delivery option has many advantages for our customers. A recent Forrester TEI study of customers who had moved their Remedy solution to the cloud reveals the total economic impact and the best-in-class ROI period of the SaaS delivery model. BMC Helix Remedy supports hybrid and multi-cloud environments seamlessly which allows companies to make the transition to SaaS on their own terms. BMC Helix Cognitive Automation and BMC Helix Multi-Cloud Service Management can be easily combined with your on-premise Remedy ITSM solution. This enables you to leverage BMC’s investment and focus on ITSM transformation through digital and cognitive capabilities with a quick return of investment. BMC is ready to help you update your Remedy solution into the multi-cloud whenever you are ready.

 

Last, but not least, BMC Helix Remedy is a manifestation of BMC’s continued innovation with service management, but architecture evolution is also happening in many other aspects of the Remedy solution, specifically with our 18.05 release cycle. Starting with version 18.05, BMC supports a much simpler deployment architecture - for example, no more need for MongoDB when deploying BMC Digital Workplace (MyIT) or Smart IT. BMC makes it much easier to efficiently and consistently configure and manage a Remedy server group environment. BMC continues to build out the new UI tailoring capabilities for Remedy ITSM, which help companies implement UI logic simply and without the disadvantages of UI customization via JavaScript. And BMC makes it easier to configure your license limits in alignment with how you have purchased user licenses.

 

The Remedy product organization is excited about the BMC Helix launch and the transformative nature of our investment into the 3 C’s of BMC Helix Remedy: Cloud to Multi-Cloud, Containers, and Cognitive

 

Let us know your thoughts how you think cognitive technologies and multi-cloud integrations will change your ITSM practices over time.

 

Peter Adams

Director, Product Management

Remedy

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I am happy to announce general availability of BMC Multi-Cloud Service Management 18.05 with power packed brokering and DevOps capabilties. Lots of new innovations based on real world customer use cases. You can now configure multiple JIra instances to integrate with a specific instance of Remedy dynamically based on the data on your tickets. The followinf flows are available to configure for any number of Jira instances:

 

  • Automatically create Jira Issue from Remedy Incident based on UI configurable rules
  • Automatically create Remedy Incident from Jira Issue based on UI configurable rules
  • Automatically create Jira Issue from Remedy Change based on UI configurable rules
  • Automatically create Remedy Change from Jira Issue based on UI configurable rules
  • Status synch for all flows between Remedy and JIra
  • Bi-directional collaboration w/ comment synch between Remedy and Jira
  • Ability to unlink/link Jira Issue from Remedy change via UI action in Smart IT
  • UI visibility of Jira ticket information on Smart IT Incident and Change screens including iOS and Android interface including a link for Jira ticket

 

In addition to these, with 18.05 you can-

- Consolidate cases from Salesforce Service Cloud into Remedy as Incidents

- Use Multi-Cloud Service Management without Smart IT i.e. with Remedy ITSM.

 

There are many other usability enhancements like direct links to vendor ticket etc. makes it much more powerful release.

 

MCSM1805.PNG

 

Click here for more information on BMC Multi-Cloud Service Management on BMC.com.

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