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In the last Plug-in Basics recorded webinar, you learned what are plug-ins, types of plug-ins and servers, and about plug-in communications.  This session will continue taking a look a troubleshooting the plug-in server.

 

In this session Doug will review the standard plug-in logging available along with any special logging that is available for a plug-in as well.  For example,  one type of logging is the logging provided by the specific plugin, such as Approval.  Discuss how to enable the standard and special logging for a plug-in.  As the ITSM solution uses many special plug-ins there will be future sessions that focus on specific plug-ins coming in future sessions.

 

Douglas Reif is a Principal Technical Support Analyst

 

Below is the webinar recording.

 

 

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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We have a lot of news to share in the December issue of Hot Off The Press. Read on for release updates, where to find great information, tips and tricks, and more.

This month, we cover the following topics:

  • November releases are now available!
  • BMC Remedy and Discovery YouTube channel
  • Did you know? You can customize dashboards in the new Remedy Management Console?
  • Limited Support dates approaching for these Remedy versions
  • New email address for Support Survey
  • Additional resources

November releases are now available!

BMC recently released BMC Discovery 11.3 Patch 4, Remedy IT Service Management 18.08 Patch 1, Remedy Single Sign-on 18.11, BMC Helix Multi-Cloud Service Management 18.11, BMC Digital Workplace 18.11 and BMC Helix Business Workflows 18.11.

BMC Discovery 11.3 patch 4 contains a fix for a CMDB sync issue that several customers have experienced. Full details are available here. BMC strongly recommends that you upgrade to version 11.3 Patch 4 if you are on any previous versions of BMC Discovery 10.0, 10.1, 10.2, 11.0, 11.1, 11.2 or 11.3. For details about the upgrade procedure, see Upgrading BMC Discovery.

Remedy ITSM 18.08 Patch 1 contains product fixes and consolidates the hotfixes delivered for the Remedy ITSM Suite 18.08 (including Smart IT). See our Remedy 18.08 Patch 1 post on BMC Communities for more information and instructions on how to download the patch.  BMC Helix Multi-Cloud Service Management 18.11 now enables automatic integration of problem records in Remedy ITSM with issues in Jira, and shows more information about integration events in the Activity stream of ticket screen. For a full list of enhancements see the BMC Helix Multi-Cloud Service Management 18.11 release notes and the following Community post.  Remedy Single Sign-On 18.11 now allows you to set up LDAP users as RSSO administrators, and also provides a new option to export and import RSSO configurations via the Data Transfer tool (command line). For a full list of enhancements, please see Remedy Single Sign-On 18.11 release notes.

BMC Digital Workplace 18.11 delivers significant new functionality that customers have requested, including enhancements to the end user experience and catalog capabilities, as well as various defect fixes. Check out our Digital Workplace 18.11 post on BMC Communities for more information.

BMC Helix Business Workflows 18.11 is a modern case management solution that extends services for lines of business — including HR, facilities, and other groups — in a scalable, managed, and automated way. To learn more about BMC Helix Business Workflows 18.11 and BMC Helix Integration Service 18.11, see our Business Workflow 18.11 post on BMC Communities.

BMC Remedy and Discovery YouTube channel

To see great content, like How To videos, Remedy Webinar recordings, and much more, visit the BMC Remedy and Discovery YouTube Channel. If you are already a frequent visitor and want to know what videos have been recently added, look at the What's New Playlist.

 

Did you know? You can customize dashboards in the new Remedy Management Console?

Starting with AR System 18.05, the new Remedy Management Console makes it easier to manage server groups. The main view of this console is the Server Group Dashboard, which uses flashboards to display the overall health of your server group environment. By default, the Remedy Management Console displays six flashboards with useful statistics such as FTS Pending operations, waiting Application Pending jobs, unsent Email Notifications, and more. In this recorded session, we review how you can use this console and can tailor it to present statistics that are vital to the health of your environment.

Watch the video here:

 

Limited Support dates approaching for these Remedy versions

Remedy versions 9.1.00 through 9.1.02 will move to Limited Support on December 22, 2018. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

New email address for Support Survey

Sometimes you may receive a survey from BMC inviting you to provide feedback on your support experience.  We recently moved the Support CSAT Survey from the Walker platform to the Qualtrics platform. The email now comes from no-reply@qualtrics-research.com. Please ensure that you mark this email address as ‘Not Spam’ or ‘Not Junk’ as we would greatly appreciate your feedback, so that we may improve our service to you in the future.

Additional resources

Other issues of Hot Off The Press Follow to be alerted of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

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Seamless Service Management with BMC Helix Multi-Cloud Service Management 18.11

 

Screen Shot 2018-12-04 at 6.11.18 PM.png

Happy to announce, a brand-new version with lot of new capabilities of BMC Helix Multi-Cloud Service Management 1811 is now GA and will be rolled out to our production customers!! We continue to add exciting features to the themes we have embarked upon. You can now turn-on Jira integration for Problem records in ITSM and collaborate using Smart IT. You can view Jira ticket information on the problem records in all Smart IT clients. Support for many more field types in Jira is delivered in addition to attachment support for Salesforce ServiceCloud. Many more refinements including ability to actually see the user who commented, drill down to Jira ticket and a bunch more!

It’s amazing to note the progress we have made and how far along we have come with the 5th GA release of BMC Helix Multi-Cloud Service Management in so little time. We appreciate all the input from many of you through the journey and wishing you all a wonderful holiday season ahead. Thank you for being an important part of us!

What is BMC Helix Multi-Cloud Service Management?

Multi-cloud service management solutions enable multi-provider brokering to efficiently manage and resolve issues. When organizations embrace service management tools, it enhances the ability to secure better service from multi-cloud service providers. For instance, IT can manage tickets across multiple cloud providers utilizing one integrated service desk. It also enables direct collaboration with multi-cloud providers such as AWS or Salesforce Service Cloud to efficiently troubleshoot and resolve issues as well as proactively inform employees of planned service outages utilizing a federated calendar.

Screen Shot 2018-12-05 at 10.17.47 AM.png

Beyond Incidents and Change

In addition to gaining control over Cloud Service Providers (CSPs) issues or incidents, service management provides the visibility and insight needed to ensure that CSPs are operating and delivering to expectations. As such, it’s possible to monitor multiple cloud services against the parameters of established SLAs. At the same time, the most dynamic tools provide an integrated service desk that shields agents from the complexities of differing cloud service management systems.

Modern service management solutions, like BMC Helix, also provide out-of-the-box integration with DevOps tools such as JIRA. For the DevOps manager, these capabilities mean resolving incidents directly in JIRA including associating multiple JIRA user stories with remedy incidents.

Because of their collaborative and seamless nature, having access to service management tools enables IT to provide better customer service with less downtime due to unresolved issues. It results in cost-efficient and effective resolution of problems.  Flexibility to choose the best solutions and not worry about the level of support service.

The more informed IT is on the management of the organization’s cloud service provider investment, the more likely it is to provide in-house teams with the predictable high-performance environments they need to succeed.

Screen Shot 2018-12-05 at 10.34.29 AM.png

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com : Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

Please feel free to reach out if you have any additional questions.

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Please join Chandan as he covers troubleshooting Remedy SSO integration with midtier and Digital Workplace in the January 2019 webinar.

 

He will review the integration, configuration, and troubleshooting of Remedy Single Sign-on with Midtier and Digital Workplace.  Focusing on potential problem areas of the integration and how to resolve them.

 

Chandan Gad is a Senior Technical Support Analyst

 

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

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Working with logs

 

Manual integration of Remedy SSO with Remedy applications

 

Configuring Remedy SSO on DWP Catalog

 

Connect with Remedy – Integrating RSSO with DWP Catalog Webinar

 

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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Please join Darius as he discusses end-to-end integrated proactive service management in the February 2019 webinar.

 

Transitioning from reactive to proactive service management can be challenging. Especially when you don’t know what you are managing, how well it’s performing and using your end users and your event management solution. This session will demonstrate how aligning what you have with how it’s performing and alerting the right resources with the right information effectively moves you from reactive to proactive service management.

 

Darius Wallace is our Customer Success AVP

 

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.

 

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

BMC Service Resolution (BSR)

Discovery (Application Models)

https://docs.bmc.com/docs/display/DISCO113/Start+anywhere+application+modeling

https://docs.bmc.com/docs/display/DISCO113/The+Pattern+Language+TPL

 

CMDB (Service Model / Publish to TSOM)

https://docs.bmc.com/docs/ac91/building-a-service-model-609846415.html

https://docs.bmc.com/docs/TSInfrastructure/113/building-a-service-model-774797641.html

https://docs.bmc.com/docs/TSInfrastructure/113/publishing-from-the-bmc-atrium-cmdb-774797708.html

 

TrueSight Operations Management (Policies, Dynamic Thresholds, Analytics, etc.)

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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We are happy to announce the availability of Helix Cognitive Service Management on MS Azure cloud. Customers now have the choice of using Helix on AWS, BMC Cloud the Azure cloud. In addition, Helix Discovery is now available as a service on the AWS cloud.

 

Solution Description

BMC Helix Discovery is our single, cloud-native solution for discovery and application dependency mapping. It’s the same industry leading Helix Discovery that our customers love, now with additional efficiencies and a lighter footprint. Our Discovery-as-a-Service approach delivers a turnkey SaaS offering that eliminates manual processes such as: (1) Size and stand up large appliances, (2) Apply monthly TKUs  (3) Backup and maintain the data store.

 

This is a continuation of our Helix launch in June when we announced the entire Helix stack that represents the 3Cs’- Cloud, Containers and Cognitive.

BMC Helix Cognitive Service Management, our end-to-end, multi-cloud SaaS offering that reinvents traditional ITSM by integrating cognitive technologies like artificial intelligence and machine learning. With BMC Helix, our customers can transform every layer of service delivery for end users, agents, and developers, evolving their service management from reactive to proactive and predictive with the highest level of accuracy and speed.

 

Architecture highlights

At the core of BMC Helix are three key attributes:

  • Everything-as—service in the Cloud: Discovery-as-a service, Remedy as a service, Digital Workplace-as-a-service, Business Workflow-as-a-service
  • Containerized- to run in your choice of cloud AWS, BMC, Azure Cloud
  • Embedded Cognitive capabilities – to help transform from reactive to proactive, predictive and cognitive with embedded AI/ML and Chatbots

 

Our customers say it best:
“Being one of the first to try out Helix Discovery allowed us to see the productivity benefits of going SaaS with the same great Discovery product.”Blake Bowlin, Remedy System Administrator, The University of Kansas Health System

 

We had a BMC Helix webinar on Nov 7th, Cognitive Service Management Transformation with BMC Helix featuring IDC, Nayaki Nayyar and our BMC IT department. Be sure to listen and share with your customers as it will be very informative.  You can listen to the webinar here  Cognitive Service Management Transformation with BMC Helix - 1216994

 

Resources

  1. A link to the press release announcing our MS Azure support is here Press Release
  2. More info about BMC Helix is available at www.bmc.com/helix
  3. Helix Discovery: bmc.com/tryhelixdiscovery
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Welcome to the first edition of Hot Off The Press, a regular newsletter to bring you the latest developments, news and information on BMC Digital Service Management products.

 

BMC Digital Workplace and Smart IT mobile certificates expiring

When users try to install an expired Digital Workplace or Smart IT on an Apple device, they will see an error message. Check out this video for details on this issue and how to resolve it. This video shows how to confirm the expiration date on your .ipa installer. The video provides references to documentation and knowledge article with details on how to resolve this issue, which requires resigning of the .ipa with an Apple Enterprise Account.  This KA 0001153118 has additional details and links to the documentation.

New class on Smart Reporting

BMC Education introduced a new course: BMC Remedy Smart Reporting 18.x: Fundamentals Using (WBT). This course introduces the learners to the key features and functionality of the BMC Remedy Smart Reporting application. This course shows how to create reports in BMC Remedy Smart Reporting. The course also shows how to create other Smart Reporting elements, such as dashboard tabs and storyboards. In addition, thos course describes all the important console elements and provides details about various reports available out of the box. This course is applicable primarily to Report Consumers & Collaborators, Personal Content Writers, Public Content Writers, and Dashboard Consumers.

Limited Support dates approaching for these Remedy versions

Remedy versions 9.1.00 through 9.1.02 will move to Limited Support on December 22, 2018. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

Additional resources

Other issues of Hot Off The Press Follow to be alerted of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery Youtube Channel Subscribe Now

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In this recorded session David will discuss using the server group dashboard.

 

AR System 1805 introduces the new Remedy Management Console which makes Server Group Management much easier.  The main view of this console is the Server Group Dashboard which uses Flashboards to view the overall health of your Server Group environment.  By default, it offers six flashboards with useful statistics such as FTS Pending operations, waiting Application Pending jobs, unsent Email Notifications, and more.   In this recorded session, we'll review how this can be used and tailored to present statistics that are vital to the health of your environment..

 

David Still is a Senior Technical Support Analyst

 

Below is the webinar recording.

 

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

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

Raj Cheruvu

Upgrade Evolution

Posted by Raj Cheruvu Employee Oct 19, 2018
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For enterprise customers for whom Remedy is a mission critical application, taking any downtime for upgrades is not acceptable. This is the reason that customers build staging environments to manage the upgrade process and cut over to this environment after the validation is complete.

This whole process leads to significant investment in time, resources and cost making upgrades a painful experience for the customers.

In Remedy, we have been evolving how upgrades are done over the years, below are some of the key improvements

 

Platform Zero Down Time Upgrade

We introduced platform zero down time upgrade with our 9.1.04 release. The key concepts are as follows

1- We ensured that the database schema is backward compatible, enabling both our old and new versions to work against the same schema.

2- The process we recommend is a rolling upgrade by taking individual servers out the servergroup and then upgrading them and adding them back to the servergroup

3- During this process, we put the system in an upgrade mode, meaning none of the new features are activated yet

4- Once the last server in the servergroup is upgraded, we then take the system out of the upgrade mode and the new features are now activated.

5- In the event of any failure, we seamlessly rollback the system to the previous good state preventing any system availability issues

Deployment Manager (D2P)

Another key innovation we  introduced is deployment manager ( D2P ). D2P  helps bundle all content i.e fremedy application objects , data , binaries into a deployable package. We then allow the package to be deployed on the system. This package can be entirely rolled back in case of any issues after the package application

This process allows for all changes to be made on the Dev systems, packaged and seamlessly apply the package on QA or prod systems without incurring any manual steps in these environments

Starting with our 1808 release, we moved away from providing an installer for ITSM applications and instead started delivering all the release content as D2Ppackages.

The key advantages of this method are

1- Allows for deployment from a single server , the system will automatically distribute content to other servers in the servergroup

2- Provides ability to rollback the entire package in case of any issues.

3- Provides the ability to upgrade ITSM application without any downtime

 

Upgrade Recommendation

 

We recommend upgrading in-place to take advantage of the above capabilities , the high level process we recommend

1- Upgrade Dev environment, reconcile customizations and create a D2P package with the modified content.

2- Upgrade QA environment, apply the D2P package and perform validation. Make any needed adjustments to the D2P package based on the testing and prepare a final D2P package

3- Upgrade Production environment and apply the final D2P package, perform smoke tests and then go-live

  Please share any comments or feedback on the proposed upgrade process

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

 

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

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

How to Enable TLS on the Email Engine

KA 000015148

 

Email Connectivity Test Utility

KA 000129255

 

How to Clean up the Email Messaging forms to Improve Performance

KA 000161655

 

Enabling the APIRECORDING logs for Email Engine

KA 000160986

 

Enabling Debug Logs for Email Engine

KA 000101104

 

Previous Webinar on Configuring Email Engine in a Server Group

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2016/11/03/connect-with-remedy-remedy-9-configuring-email-engine-in-a-server-group-webinar

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  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

 

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

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Approval chain blog post

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/10/14/the-pulse-working-withauto-approval-and-ad-hoc-approval-in-bmc-service-request-management

 

Support Site documentation on logs needed for various scenarios in SRM

https://docs.bmc.com/docs/srm1805/troubleshooting-functional-areas-of-the-application-805368023.html

 

Previous Webinar on SRM Troubleshooting

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/06/11/connect-with-remedy-understanding-and-troubleshooting-service-request-processing

 

Reprocessing Failed CAI:Event records Video

https://www.youtube.com/watch?v=GPXb-Wrambg

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  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

 

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

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Preparing for upgrade

https://docs.bmc.com/docs/digitalworkplaceadvanced/1805/preparing-for-a-bmc-digital-workplace-upgrade803132804.html

 

Performing upgrade

https://docs.bmc.com/docs/digitalworkplaceadvanced/1805/performing-the-bmc-digital-workplace-upgrade803132817.html

 

Post upgrade clean up

https://docs.bmc.com/docs/digitalworkplaceadvanced/1805/cleaning-up-after-the-bmc-digital-workplace-upgrade816289957.html

 

Digital Workplace Community Spaces

https://communities.bmc.com/community/bmcdn/digital-workplace

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  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 BMC Helix 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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