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BMC Helix

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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.

 

HappyManWomanOffice.jpg

 

 

If you would like to be featured on Customer Spotlight with your BMC Helix Success story tweet us @BMCHelix.

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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.

 

Forrester calculator thumbnail.jpg

 

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)

 

Go-Live Kit thumbnail.jpg

 

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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

 

Event Registration Details

 

Date: Wednesday, August 21, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e72628a7a0dc1d6b7e7eafef1638536f1

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 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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Please join John as he will review the updates in Digital Workplace 19.02 including an example of how-to rebrand Digital Workplace in this short webinar.

 

John Gallagher 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.

 

 

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

BMC Communities: What’s new in DWP 19.02

 

BMC Documentation: 19.02 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

Raj Cheruvu

Agile Change Management

Posted by Raj Cheruvu Employee Apr 19, 2019
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Reposting based on the interest in recent SKO on the whole DevOps paradigm

 

 

I recently read a story about a teacher asking her class, why are there brakes in a car. As expected, there were several answers

-          To slow car down

-          To avoid collision

-          Etc..

One student replied, “ To enable you to go faster “

That response was truly profound. Can you imagine how fast would you drive a car if there were no brakes in them?

With the increase in the adoption of Agile practices in companies, the development teams are resisting the idea of Change management and are pushing the service owners to remove the onerous Change approval process to enable rapid delivery.

Now if you think about it, is the Change approval process any different than the brake in a car ? Just like a brake enables the driver to confidently drive faster and reach their destination sooner, a proper change management enables changes to be deployed faster and brings agility to the organizations.

With Helix ITSM , this is the exact philosophy we embraced by introducing a Risk analysis module in our offering that calculates the risk score for every change that’s being produced from the agile development tools like Jira, Azure for DevOps, Rally etc.. and automatically creates the change in our change management module with that score. The service owner now has the flexibility to define which changes can be auto approved and the changes that need additional diligence before deployment.

This process allows organizations to deliver rapid changes without risking the availability of the services that they offer.

Vidhya Srinivasan

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In this session, Rajeev will cover database considerations for the Remedy Platform Solution in July’s monthly webinar.

 

This presentation will discuss various database considerations based on your Remedy deployment to optimize performance.  The following topic areas will be included:

 

  *   Oracle Case Insensitivity and the LIKE operator

  *   Oracle cursor_sharing & Remedy 9.x/18/x versions

  *   Oracle SQL Plan Directives, 12c optimizer features & Remedy

  *   Oracle optimizer_features_enable parameter and Remedy

  *   MSSQL’s PARAMETERIZATION & Remedy 9.x, 18.x, and 19.x versions

  *   MSSQLs Maximum Degree of Parallelism and the Cost Threshold for Parallelism parameters for tuning

  *   MSSQL’s Schema Binding and Indexing of Views

 

Rajeev Patel is a Lead Product Developer

 

 

Event Registration Details

 

Date: Wednesday, July 24, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e655ef222b75f7bdef820d7e4a1fe6849

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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In this session, Vipul will cover optimizing the Remedy Platform Solution in June’s monthly webinar.

 

A successful implementation of the Remedy ITSM suite applications can positively impact the business processes and provide a great experience to the end users.  Proper deployment architecture decisions will help keep end users productive and focused on the business and reduce overall maintenance.

 

This presentation will discuss various factors to consider while designing an optimal Remedy deployment including some of the critical system attributes of performance, scalability, availability and flexibility. Including the following topic areas:

 

1. Remedy deployment architecture design approach

2. Remedy deployment architecture design validation via performance/load testing

3. Post implementation monitoring and optimization

 

Vipul Jain is a Senior Director in Product Development Performance Team

 

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

 

Configuration checklist for BMC Remedy 9.x and 18XX – KA# 000114508

 

Performance tuning for BMC Remedy

 

Performance benchmarking BMC Remedy applications

 

JVM Monitoring

 

FTS: Deployment  and configuration best practices – KA#000159890

 

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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In this session Corey will review troubleshooting Data Management tool’s job console.  He will provide an overview of DMT/UDM and why the benefits of using this tool.  Also will review what forms to inspect based on each step (load, validation, promotion) of the job, what logs to gather to understand the failure, and how to resolve common issues using the job console.

 

Corey Rolen is a Senior Technical Support Analyst

 

Below is the recording from the live webinar.  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

 

DMT/UDM Documentation

 

More information around the configuration checker

Support maintained knowledge base articles

Troubleshooting DMT/UDM Load balance and Server Group Issues - KA#000163160

Troubleshooting DMT/UDM Job console and load step issues - KA#000163011

Troubleshooting DMT/UDM Promote step issues - KA#000163210

Troubleshooting DMT/UDM Validate step issues - KA#000163487

 

 

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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Starting with Helix version 18.08, Digital Workplace and Digital Workplace Advanced enhancements will be pushed to Helix customers in our Chicago, Amsterdam, AWS Oregon, London and Sydney data centers. Azure US will shortly follow.

 

The upgrades will be pushed 4 times a year around February, May, August and November. Periodically, patches may also be pushed. The maintenance window will be shared with you, via email, approximately a month before. As a general rule, these should be zero-downtime upgrades and patches. Any changes to this will be communicated to you as part of the notification process. The “maintenance” notification type will be used to send notifications about upgrades. Please ensure your customer contacts are updated on i.onbmc.com.

 

A calendar is maintained by BMC with updated upgrade dates and is a good reference for to bookmark: https://communities.bmc.com/docs/DOC-111268. For any issues identified after an upgrade, please contact BMC Technical Support via i.onbmc.com or phone call.

 

Release notes for the BMC Helix Platform enhancements can be found here: https://docs.bmc.com/docs/display/public/helixsubscriber/Release+notes+and+notices

 

If you have any questions about the above or how to update your customer contacts, please reach out to your BMC Helix Business Relationship Manager.

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In this session, learn how BMC’s cognitive solutions can help run a more efficient service desk.

 

Product management will share our cognitive strategy and then demonstrate our current cognitive capabilities. See how cognitive automations like issue categorization and automated incoming email handling can save you time in Remedy. You will also see how your end users can use conversation to self-heal with our Helix Chatbot!

 

Lorna Russell is a Senior Manager, Product Management

Daren Goeson is a Principal Product Manager

Pradeep Kumar is a Principal Product Manager

 

Below is the recording from the live webinar.  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

 

Cognitive Service Management

 

Cognitive Service Management Whitepaper

 

 

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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