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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

 

 

Event Registration Details

 

Date: Wednesday, November 20, 2019

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

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1269685&tp_key=8fbf251722

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 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

 

 

Event Registration Details

 

Date: Wednesday, December 18, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=eb75d017d23f02c97432d001b379fe8cb

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 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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Immersion Days Promo.png

 

Join us at BMC Helix Immersion Days 2019 and discover how cognitive service management is imperative for service management strategy. Save $250 off your general admission ticket if you register by 8/31 with promo code 'EARLYBIRD'

 

BMC Helix Immersion Days | Silicon Valley | September 16 - 18, 2019

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Please join the BMC product management team to get an update on the Remedy / Helix ITSM 19.08 Feature Release in September’s webinar.

 

In this session they will cover the exciting new capabilities introduced with the 19.08 release, in support of delivering a world-class user experience for ITSM and creating new customer value as part of BMC’s Cognitive Service Management strategy. Learn also about our new REST API capabilities, new Smart Reporting capabilities, and new pre-built integrations for BMC Helix Multi-Cloud Service Management. We’ll also cover updates to the platform compatibility list.

 

Peter Adams is a Senior Director, Product Management

 

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

 

Comprehensive List of 19.08 Enhancements (for Each Component)

 

15 Min Video with Overview of BMC Helix 19.08 Enhancements

 

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 Rahul Vedak and Abhijeet Teli as they presents an update on new features of Remedy Smart Reporting 19.02 in this webinar.

 

In this session they will cover many exciting 19.02 features such as support for Freehand SQL in AR JDBC that enables building complex reports, Assisted insight that allows Smart Reporting user to learn 'why', Stories that help everyone gain insights from your data and more.

 

Rahul Vedak is Lead Product Manager for Remedy

Abhijeet Teli is Smart Reporting 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

 

Smart Reporting 19.02 enhancements

 

Smart Reporting Advanced Authoring

 

Smart Reporting Stories

 

Smart Reporting Assisted Insights

 

Smart Reporting - List of database functions supported for Freehand SQL

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace

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I believe true innovation can only happen when you completely immerse yourself to understand the challenges customers go through every day.  Empathetic listening requires to “seek understanding” - to be in your “customer’s shoes” in order to be able to truly see, taste, hear, feel, and smell what they experience every day.   This is a story of true innovation.

 

I recently have had the privilege of bringing BMC Helix Multi-Cloud Service Management to market. Customers are able to effectively manage cloud services in a hybrid, multi-provider environment. It provides out-of-the-box solutions to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

 

So how did this truly unique and industry-leading innovation get brought to market?  It started one day when my team was tasked with solving a simple yet daunting problem statement:  how to deliver service management across multiple cloud services and/or providers seamlessly from a “single plane of glass”?

We poured through all of our information from various surveys about custom add-on ITSM applications our customers had built over the years investing their own resources. We found ticket-based integration with other systems to be a common theme. Many customers had built home-grown ticket brokering solutions using custom, non-scalable technologies. Instead of talking to these customers, we listened.  We heard that many of these “solutions” were back-end based extended workflows with hard-coded mappings which resulted in frequent failures and high frustrations. They made it clear that what they wanted was some way to “broker tickets” with pre-packaged integrations based on a modern extensible and modular platform. My team was excited, we were on our path to innovate this breakthrough solution.

 

We initiated a full series of roundtables with end-users and customers to hear their truth. Their ticket brokering was antiquated and cobbled with many different, disparate solutions. They needed to make sure they were not just doing a “rip and replace” drill to take out their existing solutions to replace it just for the sake of new technology. During these conversations, another common wish emerged: “if we could just link our ITSM and DevOps tools, our lives would be so much better.”  Our eyes lit up:  we found our “Eureka” moment.  The developers did not want to move out of the agile development tool and service management folks were frustrated by not being able to support at the speed of development and business needs.   We were delighted as we found our true innovation mission: deliver a seamless service experience across multi-cloud environments. Thus, BMC Helix Multi-Cloud Service Management was born.

 

We have seen tremendous customer growth since our launch and the solution is extremely popular among our customer base. During the last 6 quarters, we have had 6 releases with pre-built, out of the box connectors and flows delivered. Guided by customer feedback, we have been pragmatic, nimble, and agile with our approach and have tweaked many dimensions along the way. 

 

The emphatic and exciting industry reception certainly stems from our continued empathetic listening to our customers. Our team is able constantly and consistently delivers more and more value-added features.

 

Resources

For more information on BMC Helix Multi-Cloud Service Management, please review:

http://www.bmc.com/it-solutions/multi-cloud-service-management.html

and CIO.com: “Enjoying Seamless Service Management Across Multi-Cloud Environments”

https://www.cio.com/article/3298677/cloud-computing/enjoying-seamless-service-management-across-multi-cloud-environments.html

For more information, read the BMC Helix Multi-Cloud Service Management solution brief.

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In this session, Kent and Doug will review the Best Practice Configuration Recommendations for the Remedy ITSM Platform Solution.

 

They will help you understand the configuration recommendations and how you can use them in your environment.  The best practice configuration recommendations are provided based on the BMC performance team’s ITSM Solution testing.

 

Douglas Reif is a Principal Technical Support Analyst

Kent Dillard is a Lead Product Developer

 

Below is the recording of the webinar and it 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

 

Performance Tuning for Remedy

 

Configuration Checklist from the BMC R&D Performance Team

 

Sizing and Deployment Guide

 

 

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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