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BMC is excited to announce general availability of the new Remedy 19.02 feature release with the following solutions components:

  • Remedy Platform 19.02  (incl. Remedy AR System, CMDB)
  • Remedy ITSM Applications 19.02  (incl. Remedy Service Desk, Remedy Change Management, Remedy Knowledge Management, Remedy Asset Management, Service Request Management, Service Level Management, and Smart IT UI)
  • Remedy Smart Reporting 19.02
  • Remedy Single Sign-on 19.02

The software for new Remedy version 19.02 is generally available for download via EPD for on-premise use.

For SaaS option, the equivalent BMC Helix ITSM 19.02 release can be requested from BMC by our SaaS customers.

 

This set of product/component releases is complemented by releases of BMC Helix Multi-Cloud Service Management 19.02, BMC Helix Cognitive Automation 19.02, BMC Helix Chatbot 19.02, BMC Helix Business Workflows 19.02, BMC Helix Platform 19.02, and BMC Digital Workplace 19.02, which are integrated with Remedy / BMC Helix ITSM to deliver the industry's most comprehensive Cognitive Service Management capabilities.

 

With this blog, I'd like to share information about some of the enhancements of the 19.02 feature release 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 19.02, please review the Remedy ITSM 19.02 Release Notes page. I also recommend that you attend the upcoming  Connect with Remedy - Remedy 19.02 Feature Release Webinar on March 27, 2019, to get further insights into the new capabilities of the Remedy 19.02 feature release.

 

 

Key Release Themes of 19.02 Feature Release

With this 19.02 release cycle for Remedy / Helix ITSM, BMC continues to build out our leadership in cognitive ITSM capabilities. BMC sees the use of cognitive technologies as a huge opportunity to deliver better ITSM outcomes for our customers - not just incrementally better, but significantly better - and the market is just at the beginning of realizing the full potential of this new technology. With Remedy 19.02, BMC has further built out our capabilities to automatically assess the content of inbound emails using machine learning algorithms, so that the system can take the right steps without any human involvement. We are also delivering a "first" by using cognitive technologies to analyze ITSM charts in Remedy Smart Reporting.

 

The other long term strategic goal for our ITSM solution is to enable companies to work more effectively by aligning better with DevOps processes and leveraging some of the concepts of DevOps, Agile and Lean IT within the ITSM processes themselves. This is very much in line with new concepts introduced with ITIL 4, which was just released in its first phase (Foundation) on Feb 28. We are excited to introduce new functions to support concepts like Swarming, on top of the DevOps integration options we have available with BMC Helix Multi-Cloud Service Management, which we have further improved in this release cycle as well.

 

Last but not least, we continue to build out our new User Experiences for ITSM (Smart IT) and CMDB. Having a good UX is essential for improved user productivity and increased user engagement with ITSM processes.

 

 

Cognitive ITSM Enhancements

Leveraging the existing Machine Learning service (BMC Helix Cognitive Automation) that is connected to 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 19.02 release, Remedy can automatically analyze incoming email, and can not only register an incident with the appropriate incident template, but also automatically send an appropriate response. Such response could be a pointer to a knowledge article or to a service catalog item, in case the ask needs to be addressed via a service request. This reduces the need for manual activity around email-generated incidents.

 

In addition, the 19.02 version of Remedy Smart Reporting now has an exciting new feature called Assisted Insight. With the introduction of Assisted Insights, Smart Reporting is combining machine learning with human context to generate automated insights, such as smart data visualizations and natural language narratives. Users can get a deeper explanation of the data they are seeing, pointing out statistically significant observation. Users can also compare two data points on a chart to understand differences and/or correlations. In short, it's a very effective way to get deeper insight into the data.

Screen Shot 2019-03-19 at 10.46.40 PM.png

 

 

Smart IT UI Enhancements

Smart IT - the new, innovative user experience for Remedy ITSM - has been enhanced in a number of areas in the 19.02 release:

Dynamic Provider Actions for Additional Record types

With release 19.02 it is now possible to use Dynamic Provider Action feature to automatically trigger the execution of Smart IT Provider Actions (custom Remedy server workflow) for change requests, work orders and tasks. 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. This enables the implementation of use cases, for which Active Link workflow has traditionally been used for in the mid-tier UI.

Copy Change

With this new action, users can quickly copy an existing change requests. An easy to use user interaction gives users control what parts of the existing change requests should be copied over, such as tasks, documents, CIs, or impacted areas.

Screen Shot 2019-03-19 at 11.03.28 PM.png

New Default Configuration Settings

Remedy administrators now can define new default settings for the initial landing page that a user sees after logging into Smart IT, or for the Public checkbox used when users enter comments in the activity timeline

Knowledge Console Access with Viewer Permissions

Users with knowledge viewer permissions only can now access the Smart IT knowledge console.

Smart Recorder Improvements

Smart Recorder has been improved to better support the needs for service providers. It allows customers to configure new call log types, so that Frontline Service Desk agents can log various call-related scenarios without having to create an official ITSM record. Such scenario could include 'hang up' or 'call transfer'. In addition, Smart Recorder can now accelerate the logging of tickets against assets vs. employees. This includes options like restricting asset searches per user / site or automatically using the asset owner as customer after identifying the asset.

 

 

Swarming for Collaborative Customer Support

In our goal to help companies better align their DevOps centric activities & teams with good IT Service Management practices, BMC has been introducing new service management practices in our ITSM solution. One such practice is Swarming - a new approach to organize customer support resources and activities, which relies on the collective experience and collaboration of groups and reduced 'work in progress' than on individual assignments, queues and hierarchical layers (L1, L2, L2 support). ITIL 4 Foundation mentions Swarming as one of the new approaches of working in it's chapter about the Incident Management practice. For an overview of the Swarming, I can recommend  https://www.serviceinnovation.org/intelligent-swarming/ and BMC swarming expert Jon Hall's blog at Swarming Support vs Tiered Support: What’s the Difference?

With the 19.02 release, BMC is taking a first step at adding more functionality into the ITSM solution to support such collaborative activities. For example, users now have the option to use commands within the Chat function of Smart IT to get additional context about and helpful resource for a ticket - without having to leave the Chat window. See Chatting with other agents to resolve a ticket  More functionality for intelligent collaboration are expected to be added in future versions of our ITSM solution.

 

 

New CMDB UI Enhancements

With version 19.02, BMC is delivering the next set of capabilities in the new CMBD UI to transition the user experience from the legacy Atrium Explorer to the new CMDB UI. Users can now perform write operations in the new CMDB, such as creating or updating CIs, or editing service models by creating new relationships. If you haven't seen the new CMDB UI, which automatically comes with the CMDB upgrade, then you can get a quick glance at BMC CMDB 19.02: Viewing CIs and relationships in the CMDB Explorer - YouTube

For more information, please have a look at Stephen Earl 's blog and 19.02 enhancements - Documentation for BMC Atrium Core 19.02 .

 

 

BMC Helix Multi-Cloud Service Management Enhancements

BMC Helix Multi-Cloud Service Management is BMC's go-to solution for integrations of Remedy ITSM and Helix ITSM with external system, whether it's for ticket brokering, DevOps integration, ITSM system consolidation or other use cases. Version 19.02 of BMC Helix Multi-Cloud Service Management now allows customer to automatically create records in Agile SW Development system (Jira) from Remedy work orders, and vice versa. There is now also new option to manually restart a failed transaction. Plus, the integration with SalesForce Service Cloud has been enhanced.  For more information, please see Pradeep Kumar's blog Dev and Ops in Harmony w/ BMC Helix Multi-Cloud Service Management 1902 and 19.02 enhancements - Documentation for BMC Helix Multi-Cloud Service Management 19.02.

 

 

Administrative Enhancements

Version 19.02 introduces a number of new administrative and integration enhancements for the ITSM solution:

  • There is now a new CMDB archiving function, that extends the ITSM archiving function introduced in Remedy 9 to handle the specific needs of CMDB archiving.
  • BMC continues to consider REST API a key integration technology for the ITSM solution - across on-premise and SaaS deployments. With version 19.02, BMC now delivers Swagger specifications for BMC Remedy AR System REST, which makes it easier to understand REST API usage and syntax. Plus, BMC now offers new getField and getFields REST APIs to introspect form meta data.
  • There's now a much more powerful option to define approval rules for Knowledge Management. A number of new criteria (article type, language, site, owner, ...) can be used to define who needs to approve certain knowledge articles.
  • A much more powerful AR JDBC function now enabled customer to use database functions. This is particularly helpful for creating computed fields for Smart Reporting. Overall, the reporting capabilities of Smart Reporting have been enhanced further with update to the latest Yellowfin version, including, but not limited to, the option to create blogs with active charts to communicate the results of ITSM analytics.
  • Smart IT now has a few new configuration options, e.g. an option to set what Smart IT screen is the default landing page, or to set whether the Public checkbox for Activity Notes is checked or unchecked by default.

 

 

Remedy Platform Enhancements

While BMC considers the SaaS delivery model (BMC Helix ITSM) as delivering the best experience for our customers, because customers don't have to worry anymore about complexities of managing infrastructure, resource and solution upgrades, we continue to invest in solution capabilities to efficiently operate our software on-premise and to stay compatible with newest versions of infrastructure components (OS, database, ...).

With version 19.02, BMC now supports OpenJDK 11, enabling customers to continue to use a free Java version as platform for the Remedy software. In addition, for continuation, BMC continues to support Oracle JDK, both versions 8 and 11. For details about Java and other platform/version compatibility, both for Remedy AR System and ITSM applications, please see BMC Remedy ITSM Suite compatibility matrix - Documentation for BMC Remedy IT Service Management Suite 19.02 .

Version 19.02 also introduced a new graphics library for Remedy Flashboards, delivers performance improvements for the Remedy archiving feature and RLS, and

For more information, please see 19.02 enhancements - Documentation for BMC Remedy Action Request System 19.02

 

 

I'd like to use this opportunity to thank the entire BMC product team 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. Your contributions help to make this such a great place to hang out. Please note that BMC recently introduced a new community space BMC Helix, which focuses specifically on our Service Management solutions delivered as a Service (SaaS).

Special thanks also to the community members who have contributed ideas that we have implemented in this 19.02 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.

 

And last but not least, if you like what we are doing, please send us positive feedback via the new in-app survey mechanism.

 

Peter Adams

Sr. Director, Product Management

Remedy