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Please join Jai as he presents on Understanding and Troubleshooting the Approval Plug-In Sever in the January 29th webinar.

 

This is the 3rd part of a series on the Plugin server. In the first part, we discussed what are plug-ins, types of plug-ins and servers, and about plug-in communications.  In the second part, we looked at troubleshooting the plug-in server.

 

In this third session, Jai will focus on one of the special ‘hybrid’ plugins by discussing the Approval Server Plug-in.  This plug-in is a good example of a complex plug-in that has the attributes of both a standard plug-in and a stand-alone process.  You will see how this Plug-in is called to perform work as well as how to troubleshoot it using both the generic plug-in logging and Approval Server-specific logging.

 

Jai Shori is Senior Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, January 29, 2020

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

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1280353&tp_key=08f9b5222f

Registration Password: helix

 

After registration, you will receive a confirmation email.

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Darius as he presents on Reactive to Proactive: End-to-End Service Management in this January 15th webinar.

 

In this session he covers moving from Reactive to Proactive with End-to-End Service Management and going beyond just being more proactive.  He reviews tangible steps to take and approaches that allow you to connect knowing what you have in your environment all the way through the operations/governance side to get in front of problems before they happen and your end users experience outages.

 

Darius Wallace is AVP Solution Architect

 

Event Registration Details

 

Date: Wednesday, January 15, 2020

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

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1278428&tp_key=9ac02db56d

Registration Password: helix

 

After registration, you will receive a confirmation email.

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix  TrueSight Operations Mgmt

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BMC Helix Chatbot continues to add new exciting features in 19.11- available end of November 2019.  Here's a list of What's New in 19.11.

 

Be sure to check out the recent "Let's Chat....Bot webinar which includes a demo and details on how to leverage chatbots in your organization. Chatbot technology can deflect up to 30% of calls and emails, drive self-service and increase employee satisfaction so listen to the webinar and learn how easy and powerful incorporating chatbots in your organization can be.

 

 

Feature

Message

Use Case

Enable real-time translation in chatbot conversations

Customers enable their chatbots to translate conversations and provide localized information in real time using APIs into 2 commonly available translation services- Google Cloud Translation Services and Microsoft Translator Speech API.

  • Organizations can support users in their language of choice, across the globe, in real-time. 
  • Customers can read the chatbot response in their native language using Google Cloud Translation Services or Microsoft Translator Speech API

Transfer conversations to another chatbot

When a customer has multiple chatbots for each line of business or locale, they can train IBM Watson Assistant Skills to enable end users to quickly transfer their conversation to another relevant chatbot in the same UI

  • End users do not have to switch to a different chatbot UI as the conversation is transferred in the same UI. (Until 19.08, a new chatbot UI used to open)
  • End users do not have to repeat the messages sent to the original chatbot. (Until 19.08, user had to re-write the message in the new chatbot UI)
  • When transferred to a support agent, the agent receives a transcript of the full chat conversation.
  • BMC Helix Chatbot can be trained to automatically transfer to another chatbot. However, end-user also has the capability to see available chatbots on the chatbot window itself and manually switch over to a more relevant chatbot.

Introducing support for Automation Anywhere Robotic Process Automation (RPA)

You can leverage the Automation Anywhere Robotic Process Automation (RPA) by using the Automation Anywhere connector to automate any task or issue within your application or business process.

  • Helix Integration Service that can be leveraged by Chatbot, DWP, or other apps on Helix Platform like BWF.
  • It’s a connector in integration service that knows how to call Automation Anywhere and tell it to execute a bot on the AA side.  This makes it pretty easy to setup workflow/process in innovation studio to invoke AA bots as a step in the workflow.  That goes for chatbot and Digital Workplace as well.  Think of the DWP catalog extending to allow users to request “services” that are fulfilled by AA bots (like updating a spreadsheet with the latest revenue and customer numbers from multiple back office systems).  Our workflow connection in ITSM allows you to put a process around running these bots including approvals and audit trail.

 

Here's the link for the BMC Helix Chatbot educational webinar. Webinar: Let's Chat...bot!

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Helix Monitoring Overview.PNG

 

To ensure best possible availability of your Helix Services, the SaaS Operations team is monitoring and managing the services our customers subscribe to.

Any alerts from the monitoring tools creates an incident that is picked up by the SaaS Operations NOC (Network Operations Center) team and managed through to closure.

 

 

An overview of the process can be found in this chart:

Monitoring Process.PNG

The Infrastructure and the applications are monitored using appropriate tools, the majority from the BMC Helix Monitor/ (Truesight) set of solutions, but also more vendor specific tools where so required. Alerts from the various tools are consolidated and correlated into the Truesight Operations Event Management module TSOM (Truesight Operations Management), generating enriched Incidents in the SaaS Operations Helix Remedy environment called Myportal.

 

The SaaS NOC (Network Operations Center) team based in Pune India are assigned to all the incoming Incidents except DB and Network alerts which are assigned directly to the DBA and Network teams. The teams work on the alerts in shifts, 24x7. Many of the standard Incidents have predefined runbooks with automatic resolutions - while others are remediated manually by the NOC team following a documented procedure.

 

In case a 1-Critical incident is raised, it is assumed to be a PROD outage where many End-Users/Customers Businesses are impacted. The NOC will then immediately manually like any user try to log in to the customers environment to confirm if it really is an outage or not. In case they can not log in, they through automation Open a BMC internal bridge, calling in a MIM(Major Incident Manager) and SME's (Subject Matter Experts) to manage the investigation. The automation also send out a Notification  to customers informing the customer their Service might be impacted, indicated by a critical alerts from our monitoring tools, and creates an unavailability record in our disruption database.

 

Once the outage is remediated through a solution or workaround, a Problem ticket is created and the MIM starts preparing a MIR (Major Incident Report) document, that can be requested by customers. It contains information about the incident, what was done to restore the service and what will be done to prevent it from happening again. If known at that time it will also explain what caused the outage.

 

The NOC sends out a notification telling the customer that the service has been restored. The actual outage time is collected from our Transaction monitoring tool that simulates a user logging in - and is stored in the Unavailability record. For other alerts the actual timing of the alert is used to define the incident duration.

 

After NOC has updated the disruption DB,  the availability can be seen by Helix Remedy customers on the i.onbmc.com Service Status Dashboard, based on the disruption DB data. Work is ongoing to extend this to additional Helix Services.

 

 

i.onbmc availability.PNG

 

 

Details on our policies can be found on our documentation site docs.bmc.com here:

 

Policies - BMC Helix Subscriber Information - BMC Documentation

 

Examples of Policies related to availability:

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Availability+policyhttps://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Availability+policy

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Notification+policy

https://docs.bmc.com/docs/display/public/helixsubscriber/BMC+Helix+Incident+Response+policy

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Please join Darius as he presents on OnPrem Remedy Architecture Platform: Deployment Simplification Case Study during this December 4th webinar.

 

In this session he reviews the architecture simplification concepts presented in the Optimizing the Remedy Platform Solution webinar and how they were applied in two different case studies. In both cases the infrastructure footprint was significantly reduced which set the stage for better operational efficiency. This webinar will not only illustrate the before and after results, but will also provide insight to the issues and goals that drove key decisions.

 

Darius Wallace is Solution Architect 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 BMC Helix Remedy & Discovery Youtube Channel

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

 

Architecture Simplification Product Documentation

 

Optimizing the Remedy Platform Solution Webinar – June 2019

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join LJ as he presents on Consuming REST API for Integration in the November 20th webinar.

 

In this session LJ will cover consuming REST API for Integration with new 19.08 feature capability and options for pre-19.08 REST API consumption.

 

LJ LongWing is Lead 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.

 

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

Consuming Rest in 19.08

 

3rd Party Consumption

 

3rd Party Publishing

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Hugo, as he presents on Java Performance Monitoring in this November webinar.

 

In this session Hugo will discuss JVM monitoring using jvisualvm, Visual interpretation of the data, and how to take snapshots, thread and heap dumps.  He will review case studies to understand the behavior to fine tune the performance of JVM hosting the AR platform.

 

Hugo Vuong is a Principal 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.

 

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

JVM Monitoring (JVM data analysis is the sequential section)

 

KA #000114508 – Configuration Checklist

 

Best Practice Configuration Webinar

 

10K Concurrent Users Benchmark

 

Perf Tuning White Paper

 

Previous Java Performance 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

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Please join Kevin and Jimmy as they review the best practices process for creating a custom connector in this October webinar.

 

In this session they will cover the best practices for creating a custom connector and provide a demo of creating one, which includes: • Overview of a Custom Connector • Best Practice naming conventions, considerations, etc. when creating • Development Controller Setup • Reviewing a custom connector • Using the testing utility to “unit test” the connector • Deploying to the local controller to test • Troubleshooting (Areas to investigate, available logging, etc.) • How-to promote to production

 

Kevin Goerlitz is a Product Development Architect

Jimmy Wu is a Lead Product Developer

 

Below is the recording from the live webinar and is also available as a podcast on iTunes.

 

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

Developing connectors

 

Connector Validation Linux

 

Connector Validation Windows

 

Test Driver

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace / MyIT

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Please join Deepak as he presents on Live Chat in Smart IT during the December 2019 webinar.

 

In this session he will cover newly introduced Live chat in Smart IT 19.08. Including how existing virtual chat is transformed  and leveraged in Smart IT to provide modern agent workspace/console. Learn about capabilities introduced in this new interface as well as learn how this interface is going to be different from Mid-Tier based support agent console. Last but not least this webinar will cover prerequisites and steps to get this new experience.

 

Deepak Somaiya  is a Product Development Architect

 

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 BMC Helix Remedy & Discovery Youtube Channel

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

 

Live Chat Product Documentation Home Page

 

Using Live Chat in Smart IT

 

Smart IT Roles and Permissions

 

Smart IT Integrating with Live Chat

 

Deploying Virtual Chat Deployment Package

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Sirjad as he presents on Digital Workplace New Progressive Web App UI during October’s webinar.

 

In this session, he will cover the new responsive UI enhancements in the 19.xx Digital Workplace and the benefits.  The new Progressive Web App supports clients from desktop to mobile devices replacing native apps.  This allows all features and customization are available seamlessly across all clients.

 

Sirjad Acharath Parakkat is a Director Product Development

 

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 BMC Helix Remedy & Discovery Youtube Channel

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

 

What's new in 19.02

 

Mobile deployment options

 

Product Documentation

 

Rebranding How-To Video

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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BMC Helix Customer News header.jpg

 

 

Welcome to Edition 2 of our BMC Helix Customer News. Stay in the know on all things BMC Helix and get the most value for your organization.

 

CUSTOMER SPOTLIGHT

 

Learn how other customers used BMC Helix to transform their service experience to the next level.

 

University of Kansas Health Systems Transforms ITSM to Cognitive Service Management.

 

Transforming the Student Experience at The George Washington University with AI—Sponsored by IBM Watson.

 

If you would like to be featured on Customer Spotlight with your BMC Helix Success story, comment below!Screen Shot 2019-06-25 at 4.24.13 PM.png

THINGS YOU NEED TO KNOW

BMC Helix Is the World's First End-to-End ITSM to ITOM Platform

 

BMC Helix is the world's first end-to-end ITSM to ITOM platform, delivering Proactive Service Resolution. Now you have the ability to service, monitor, and remediate events as they occur. Customers can address their most critical issues in IT infrastructure, service and operations management: improving performance and availability to provide better service, while reducing IT costs by reducing MTTR and providing automated remediation.

 

 

Screen Shot 2019-09-24 at 12.09.40 PM.png

 

Watch BMC Helix Immersion Days Keynote Digital Transformation Is Changing the Nature of Business to learn more.

 

BMC Helix 19.08 Release

 

Our latest BMC Helix release 19.08 continues to drive a superior experience for the enterprise across End Users, Agents, IT Operations and Developers. Check out the enhancement overview:

 

 

Check out all the What's New 19.08 information on BMC Helix Communities:

 

 

Analysts Recognize BMC Helix Leadership

New analyst reports are hot off the presses, recognizing BMC Helix. The Gartner Magic Quadrant names BMC Helix a leader for the sixth year in a row. BMC Helix was ranked #1 out of 12 capabilities and 4 out of 5 use cases! In addition the Ovum Market Radar validates the BMC Helix line-of-business strategy to move beyond traditional ITSM further into the enterprise.

 

Gartner CC report.png

Get the full scoop:

Gartner Magic Quadrant 2019 (report)

Gartner 2019 Magic Quadrant for ITSM Tools (blog)

Gartner Critical Capabilities for IT Service Management (report)

Ovum Market Radar (report)

Screen Shot 2019-06-25 at 4.24.13 PM.png

EVENTS

 

 

Screen Shot 2019-06-25 at 4.24.13 PM.png

GET SOCIAL

 

BMC Helix is active on Twitter, LinkedIn and BMC Communities. #ITSMtoCSM #BMCHelix

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The BMC Helix Product Suite comes packaged with many powerful tools, one of which is BMC Remedy Smart Reporting. Smart Reporting is an easy-to-use report writer for non-technical users, delivering drag-and-drop simplicity for formatting and data selection.

 

 

 

When using Smart Reporting in a SaaS environment it is important to remember the following points –

 

  • Always ensure that reporting activities during core business hours are minimized to only business critical reports. Excessive reporting running against a live database has the potential to negatively impact upon your production environments’ performance.

 

  • Ensure that full control is retained over reporting – i.e. all ITSM users should not have access to Smart Reporting to schedule/run reports as and when they want to. This can lead to obsolete reports remaining in place and consuming unnecessary system resources. It’s can also result in non-essential reporting being schedule during core business hours.

 

  • Ensure that reports are well constructed/efficient. Inefficient reports will consume excessive resources. Performance tune/optimize any long running/inefficient reports.

 

  • Regularly review existing reports to ensure that they are still required, and at the existing frequency/schedule.

 

  • Ensure that auto-fresh is setup on dashboards only and not reports. Auto refresh on reports has no advantage when viewing reports but can impact on system performance.

 

  • Always apply filters while running reports, reports without filters can lead to long running sessions on the Database, which ultimately can impact system performance.

 

The points outlined above will help to ensure that you realize and harness the full potential of Smart Reporting, without adversely impacting system performance.

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Helix Chatbot_tweet small.jpg

Watch our video of the new functionalities in BMC Helix Chatbot 19.08 Below:

Announcing BMC Helix Chatbot 19.08!

BMC Helix Chatbot 19.08 is now available and we've added new functionality that improves both the end-user experience and the organization’s ability to measure and improve the capabilities of the chatbot. Here's what is new in the release:

 

Digital Workplace Advanced ‘My Stuff’ now in BMC Helix Chatbot

From a chat conversation in BMC Helix Chatbot, end users can now access their assets or MyStuff information in BMC Helix Digital Workplace Advanced and take action that is appropriate for those assets.

Cognitive Routing to Live Agent

Based on the conversation, BMC Helix Chatbot will route chats to the right subject matter expert agents who can quickly and effectively resolve the user queries. Cognitive routing helps improve overall chat experience for user and speeds time to resolution.

Cognitive Summarization

When an end user is transferred from BMC Helix Chatbot to a live agent, a summary of the chatbot and end user conversation is provided to the agent. The agent has relevant knowledge to quickly understand the end user’s issue for faster problem resolution and happier end-users.

Chatbot Clarifications

BMC Helix Chatbot automatically asks the end-user clarifying questions and uses this information to provide more accurate responses. If the chatbot is not sure of the end-users meaning, it will automatically ask additional questions to clarify the end-users needs. The chatbot has the intelligence to understand it may need more information to answer the question and to ask the appropriate questions

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We have a great new video to share featuring Blake Bowlin of the University of Kansas Health Systems describing their transformation from ITSM to Cognitive Service Management with BMC Helix. Check it out!

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The deadline is fast approaching to register for BMC Helix Immersion Days | Silicon Valley | September 16 - 18, 2019.  We've laid out three reasons below on why attending BMC Helix Immersion Days is a valuable choice for you and your company!

 

Already registered? Click here: tell us why you are going to BMC Helix Immersion Days use #BMCHelixImmersionDays and Retweet the Twitter post for a chance to win a special prize during the conference!

 

 

 

 

Find out what’s new in the BMC Helix Suite of Solutions

 

Discover how Cognitive Service Management is imperative for your digital transformation.

 

 

 

 

 

 

 

 

 

 

 

Dive into practical, hands-on solution labs

 

Learn with our experts through case studies and hands-on solution labs designed to address your most pressing questions and use cases.

 

 

 

 

 

 

 

 

 

Network and unwind at our reception and party

 

We'll be hosting several chances to meet and connect with your peers, including entertainment and a evening with the experts session.

 

 

 

 

 

 

 

Save your seat for this great learning opportunity and chance to connect with industry experts. Check out the event and register here!

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