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By Angela Whitney

 

At BMC, we are aware that the process for completing upgrades has been a significant pain point for you, our customers. In December 2014, we launched phase 1 of the Remedy Interactive Upgrade Tool. You can find this tool as part of the online documentation experience redesign for BMC Remedy IT Service Management (ITSM) Suite 8.1 Deployment.

 

The Remedy Interactive Upgrade Tool provides a click-through diagram that guides you through the recommended practices for installation and upgrade procedures for all components in the BMC Remedy ITSM Suite.

 

Remedy Interactive Upgrade Tool_v2.JPG

 

As part of our initiative to overhaul the upgrade information, we focused on making the following improvements:

  • Simplify the overall process and documentation experience:
    • Provide an overview of the primary upgrade strategies
    • Create a more logical upgrade sequence
    • Eliminate ambiguity and duplication of upgrade steps
    • Reduce the overwhelming volume of information
  • Map the new process flow and provide guidance for recommended paths through core user scenarios

 

To guide you through the recommended upgrade path for your situation, we have created online documentation that provides the following resources:

 

  • Comprehensive upgrade information in a single location for an entire stack
  • An interactive quick-start guide
  • Recommendations from experts
  • More specific context and orientation
  • Improved search capabilities

 
The response from early testers has been overwhelmingly positive. Check out the new Remedy Interactive Upgrade Tool and let us know what you think.  Feel free to leave feedback in the comments below, as comments on pages in the tools, or by sending the BMC Product Documentation Team feedback with our feedback form.