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MyIT has announced end of support (EOS) for their integration with Remedyforce.  MyIT 3.2 is the last version supported with Remedyforce.  The upgrade for MyIT customers integrated with Remedyforce from MyIT 3.1 to 3.2 is targeted for late August for non-production instances and late September for production instances. Please refer to the following page for the latest information on the release schedule.

 

Why is MyIT ending support with Remedyforce?

  1. Remedyforce provides several self-service options.  The majority of customers utilize the native Remedyforce capabilities because they find these native self-service capabilities meet or exceed their needs.  Additionally, with the Summer ’16 release, we have closed the primary gaps to deliver full functioning self service capabilities for mobile users via Salesforce1.
  2. Numerous limitations exist with the integration between MyIT and Remedyforce.
  3. Remedyforce has made significant improvements with their native self-service capabilities including a more modern and improved UI in Summer 16.  The current beta tag is targeted for removal in the next release (Winter 17) based upon the planned improvements (safe harbor).

 

How long will MyIT 3.2 be supported with Remedyforce?

BMC’s support policy is to provide full support for at least 3 years from the (GA) date.  This includes service packs, patches, hotfixes, or workarounds to enable the product to operate in substantial conformity with its then-current operating documentation.  BMC will provide full support MyIT 3.2 until June 23, 2019.  Limited support extends until the final end of support date of June 23, 2021.  During the limited support period, only hotfixes for problems of high technical impact or business exposure are considered.  For more details on BMC’s support policies, please refer to the following link.

 

What is Remedyforce’s self-service strategy?

Self-Service is a critical capability within Service Management as organizations shift some of their back office activities to the front office (i.e. to the end users). Remedyforce continues to enhance and expand the self-service capabilities as reflects in the most recent releases. With the majority of customers leveraging the Salesforce platform, we have chosen to focus our efforts to on this platform.

 

What options do customers have?

You can continue using MyIT 3.2 until the EOS date, but we recommend evaluating the broad set of native self-service capabilities and options within Remedyforce and move off of MyIT.  Please refer to the matrix below to assess the native Remedyforce self-service capabilities to determine the alignment and if there are any gaps. If there are any gaps, either contact your BRM and/or post the idea on the Remedyforce community site for others to rate.

 

What if there are issues with the integration between MyIT 3.2 and Remedyforce?

Product issues will be evaluated.  If determined to be a bug, the issue will be addressed during the time this integration is supported.  If deemed an enhancement, it will not be considered, but if applicable within the native Remedyforce self-service capabilities, it can be posted on the community site as an idea for future consideration, which others can vote on to raise the priority.

 

What native self-service capabilities does Remedyforce provide and how do they compare to MyIT?

Remedyforce provides several native self-service options:

  1. Remedyforce Self Service Portal is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined below.
  2. Remedyforce Mobile for Self Service on Salesforce1 was introduced in the Summer 15 release.  This new mobile app, which is running on the Salesforce1 mobile platform, provides an improved UI and is the mobile app we are focusing on going forward.
  3. Remedyforce Self Service Portal Beta (v3) also introduced in Summer 15, provides a new and improved UI with the most critical self-service capabilities.  In Summer 16, we added a significant number of enhancements and will continue to add enhancements in Winter 17 (safe harbor) in order to remove the “Beta” tag. Note: This current version is limited to staff and admin users via the Remedyforce web application.  It cannot be accessed by portal/end users; however, in Winter 17, we are targeting portal/end user access (safe harbor).

 

Note: The Remedyforce portal and mobile app are included in the Remedyforce Base offering.  In many cases, an organization's self-service needs are met with the native Remedyforce capabilities. Remedyforce also provides a Salesforce1 mobile app for agents.  This was not included in the comparison below because MyIT targets end users, not agents.

 

Please refer to the list and table below which compares the current native Remedyforce capabilities to MyIT to help assess your self-service needs.

 

Self-Service Capability

Remedyforce Self-Service Portal

Remedyforce Self-Service Portal Beta (v3)*

Remedyforce S1 Mobile App

MyIT with Remedyforce

Notes

Entitlements

(end user)

250 per Remedyforce license

$$$

MyIT requires a separate purchase vs. Remedyforce which includes the following self-service capabilities.

Incident Management

 

 

Service Catalog

 

Common Requests

 

Knowledge Management

 

Broadcasts

 

Approvals

 

Remedyforce Chat

 

 

Chatter

 

Limited

Posts from MyIT are posted to Chatter. Posts in Chatter are not posted to MyIT’s Social Feed.

Service Health

 

 

 

Service Catalog Request – On Behalf Of

 

 

Rebranding

 

 

MyIT requires customer to work with MyIT Support to test and implement, a support ticket is required to initiate this request.

Support for Lookup Fields

 

 

Activity Feed

 

 

 

Appointments

 

 

 

Limited

With MyIT, MS Exchange does not integrate with Remedyforce to identify a user’s available time.

Reservations

 

 

 

Limited

With MyIT, MS Exchange does not integrate with Remedyforce to show resource availability.

Location Aware & Floor Mapping

 

 

 

 

*Limited to staff and admin.


If you have any additional questions, contact your BRM or post your questions on this page and we will respond and update the content above if necessary.  Thank you.