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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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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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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

 

 

Event Registration Details

 

Date: Wednesday, September 18, 2019

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=ea11e982bd31212c6db3beadcbe135966

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 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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BMC Helix Customer News header.jpg

 

 

Welcome to Edition 1 of our BMC Helix Newsletter. 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 with digital transformation.

 

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If you would like to be featured on Customer Spotlight with your BMC Helix Success story, comment below!

 

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THINGS YOU NEED TO KNOW

 

BMC Helix 19.05 Release

 

Our latest BMC Helix release 19.05 continues to drive a superior experience for the enterprise across End Users, Agents, IT Operations and Developers. Check out the latest enhancements:


 

 

Get a Customized Estimate on the Value of Cognitive Service Management

 

354% ROI on your digital transformation investment sounds good, right? A recent Forrester study found BMC Helix customers achieved just that. Quickly calculate the blockbuster results you could achieve at Forrester Total Economic Impact Calculator for BMC Helix.

 

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New Go-Live Kits

 

Let your internal stakeholders know the value of your cognitive service initiatives as you roll out BMC Helix solutions. Ask your sales representative for more information on our BMC Helix Go-Live Kits. (private content -- if you don't have access, please make a comment to let us know)

 

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EVENTS

 

 

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

 

Check out BMCHelix.CIO.com

 

Learn more about digital transformation, the workplace of the future, the intersection of DevOps and Service Management and more from industry experts and your peers on BMCHelix.CIO.com. This is a joint effort between BMC Helix and CIO.com.

 

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FOLLOW BMC HELIX


Get Social!


BMC Helix is active on Twitter, LinkedIn and BMC Communities. Follow so you can get timely details soon on our get social customer contest! #ITSMtoCSM #BMCHelix

 

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Please join Daniel and Bharath as they present on Smart Reporting Performance best practices during the August 2019 webinar.

 

In this session, they will provide an overview of the architecture and sizing, best practice configuration setting for optimal performance including cluster configuration, and will review the benefits of a replicated database architecture for performance.

 

Bharath Kumar Chitrala is a Staff Specialist Technical Support Analyst

Daniel Marrujo is a Staff Technical Support Analyst

 

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

 

Performance KA

 

Sizing and Configuration

 

DST Configuration

 

Cluster Configuration

 

Dedicated AR Server for Smart Reporting

 

Troubleshooting User Sync

 

 

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 Dolly as she discusses FTS Indexing in this technical deep dive recorded webinar session.

 

In this session, she will review the FTS architecture focusing on the FTS Indexing process, FTS Management Console, ft_pending, and look at troubleshooting indexing issues.

 

Dolly Parrillo is a Senior Technical Support Analyst

 

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

 

Full Text Search (FTS) indexing: The magic with ft_pending table and what its contents mean - 000152517

 

Full Text Search (FTS) Deployment and Configuration Best Practices (Whitepaper) - 000159890

 

Full Text Search (FTS) Best Practice Configuration for 9.1.x - 000153129

 

Questions on FTS optimization and Collection Directory Size post re-index - 000030915

 

Troubleshooting FTS Indexing Issues

 

 

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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Want to stay connected with what's happening in BMC Helix events, customer tips and analyst insights?  Join the new BMC Helix LinkedIn group. 

It's simple, just click here and  Join the BMC Helix LinkedIn group

Be sure to also Follow us on Twitter

 

Join now because BMC Helix will be kicking off promotions and prizes to reward our most social customers.

Have a great summer. See you on BMC Helix social media!

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BMC Helix Chabot is getting hotter with the new 19.05 release.  Here's a summary of 19.05.

 

BMC Helix Chatbot 19.05 focuses on both the end user experience and the organization’s ability to measure and improve the capabilities of the Chatbot.

 

Support for New Channels

Users can now access BMC Helix Chatbot through two additional messaging platforms: MS Teams and Skype for Business On-Premises.

 

  • Interact with the BMC Helix Chatbot through MS Teams or Skype for Business On-Premises.
  • Find the Helix Chatbot in your contacts list and message with the user the same way as any other contact in the organization.
  • Find resolution to your issue or transfer to a live agent.

New End User Web User Interface

New contemporary chat and messaging experience for end users across all devices.

  • Progressive Web App works across all form factors-laptop, iPhone, tablet to provide a contemporary experience.
  • Helix comes to life via animation and is ready to help the end user. At the start of chat, The Helix image pops up and asks how it can help.
  • New interactive buttons and ‘show more’ feature for long button lists.
  • New Knowledge view
  • Easily view all Helix recommended articles via carousel without going back and forth from the chat window.
  • View attachments from knowledge articles.
  • Results are returned with relevant passages.

End User Surveys and Feedback

BMC Helix Chatbot now has out of the box Surveys that are presented to the users at the right times in a conversation.  IT can use this feedback to help improve the end-user experience with BMC Helix.

  • Easy to use survey presented to the user after a service request is made, or at any time that the user requests to give feedback
  • Survey is only presented to the user once in the conversation, unless the user specifically asks to provide feedback again.
  • Results of the survey are tracked in the Telemetry microservice service.

 

Smart Reporting for Helix Chatbot

Using Smart Reporting, IT can report against data in the Telemetry service using out-of-the box or custom reports.

  • Out of the box reports include:
    • Service Requests created by Helix Chatbot
    • Transfers to Live Agent
    • Entitlements Check by Helix Chatbot
  • Build your own reports on any data in the Telemetry Microservice
  • Use reporting to measure and monitor the experience and effectiveness of the Chatbot in your organization.

Cognitive Insights for BMC Helix Chatbot

BMC Helix Chatbots can now provide knowledge to users through Cognitive Insights, leveraging the enterprise Insight Engine.

Chatbots can consume this information to provide more useful results.

  • Provide insights from structured and unstructured knowledge sources
  • Provide insights from federated and unfederated knowledge
  • Natural language search
  • Continuous relevancy training. Using Machine Learning, Chatbot returns Knowledge articles. The Cognitive Search microservice learns from users and their feedback to improve Chatbot accuracy. 
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In this session Salman will review how to integrate RSSO with TSPS and how to troubleshoot common configuration issues.

 

Salman Shaikh is a 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.

 

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

RSSO LDAP Users & Groups Configuration

 

Manual Integration of Remedy SSO with TSPS

 

TrueSight 11.00 & Remedy Single Sign-on 9.1.03.01 Install & Configuration

 

Configuring the authorization profile

 

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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