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BMC Software acquired Abydos, a long-time BMC TAP partner based in England, earlier this month. With half a dozen employees and some 100 customers, Abydos offers two products for managing workflow in BMC Remedy, including Abydos Analyser and Abydos Designer. BMC will license Abydos Designer as part of the BMC Remedy IT Service Management Suite.


The new product name for Abydos Designer will be BMC Remedy IT Service Management – Process Designer (Process Designer).


Abydos Designer is the fastest and most efficient way to create and manage workflow in BMC Remedy. Using drag-and-drop, the graphical-process-design tool lets non-technical users build and deploy new requests and processes. This means customers can keep their BMC Remedy applications out-of-the-box while customizing specific workflow.


For example, customers can quickly and easily set a rule to automatically create a problem record when a certain number of incidents are opened in a day for a specific service or CI.


To learn more, visit the BMC Process Designer page.


Visit the BMC Remedy OnDemand portal for the latest product information.

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Perfect timing... a new Webinar with great direction. Register today!


I wouldn’t have started from here!: Cautionary Tales from ITSM Implementations Past



"Those who don’t know their history are condemned to repeat it."

If that’s true in ITSM, it won’t be for your organization, because we’ll give you the benefit of hindsight.


You’ll learn how organizations have faced the most critical challenges in transforming ITSM operations, what they got right, and what they got wrong.


It’s all the history you need, in a one-hour webinar.  


Event Date: May 17, 2012, 11:00 a.m. CDT


Simply complete the form to reserve your spot.

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Does this sound familiar? An IT organization in an enterprise company had a periodic problem that caused mini network storms every few weeks, which disrupted business. Because it would have been impractical to have someone watch screens 24x7 to figure out what caused this intermittent problem, the team was inundated with tickets — all of which were opened by customers. Not surprisingly, this had a negative impact on customer satisfaction.


It doesn’t have to be that way. Instead, a monitoring system could automatically generate a ticket that would immediately start gathering information from the network when the situation next occurred. This would allow the problem to be captured as it was occurring. It would also isolate that problem to a single node, which would then go into an error state and alert IT to the issue. This process, known as intelligent ticketing, can be used to identify the problem and prevent it from recurring.


Intelligent ticketing involves the interaction between Service Support and IT Operations. It is part of the bigger picture of the “people-related” processes for service support, including how these processes interact with automated availability, performance, and capacity management and analysis solutions to make IT more efficient.


There are 3 Stages of Maturity for Intelligent Ticketing:

  1. Action: An action impacts a process, such as incident or change. An event occurs and a ticket is created.
  2. Reaction: Incident data is run through the CMDB and attached to the business service in order to provide better insight into the potential impact of that incident. This gives you the ability to properly prioritize issues based on that impact, and in some cases, helps you find issues before end users report them.
  3. Proactive and Predictive: You stay ahead of the failures by becoming more proactive and predicting when you are not meeting “normal” or “expected” performance or when you are getting close to service level thresholds or limits. This allows you to take action sooner, automatically.


Intelligent ticketing takes data from your monitoring environments and extends it to your business environment, which increases IT transparency and, more importantly, enhances your ability to get in front of problems.


With intelligent ticketing, you address business-relevant problems more efficiently and proactively, thus helping IT to have greater alignment with business goals and drive profits. To read the entire article...



Doug Mueller is a corporate architect at BMC Software and cofounder of Remedy (acquired by BMC).

He is the subject matter expert for BMC Remedy Action Request System and the applications based on it.

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Happy Wednesday.


In case you missed Monday's Podcast post, I want to remind you to take a look/listen.


The podcast is a discussion with Rohit Gupta,GM and Vice President for Service Support products at BMC Software, focusing on Service Management in 2012--what to expect now, and a view toward the future.


The podcast is tracking tremendously well after only a few days.


If you missed it, I suggest you take a look today.

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Anthony Orr in BMC Software’s CTO Office contributed to the latest book on ITIL standards titled, “Introduction to the ITIL Service Lifecycle,” which is available on Its less than dishy title notwithstanding, the book is a success. In fact, one review on called it the “missing ITIL manual you always wanted.”


“This book does not, of course, replace the full ITIL volumes - although it is a very good starting point for practitioners new to ITIL. However, for many managers and strategists it could be all the ITIL they need - and I think it could also be appropriate reading for many technology-aware business managers too.” Read the full review


Visit the BMC Remedy OnDemand portal for the latest product information.

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Special thanks to Lorena Mendoza, Chief Executive Officer, AIS Sistemas Avanzados de Información for her contribution...



The best path to implementing Business Service Management (BSM) is a step-by-step approach in which IT moves in deliberate increments, gaining significant and demonstrable value with each increment. AIS has helped many large enterprises with their successful BSM implementations. Through this experience, we have evolved a step-by-step approach to BSM that minimizes risk and delivers value each step of the way. Our flexible approach can guide you toward an implementation that meets your unique situation, taking into account such factors as funding, human resources, and cultural change.


Identify the pain point

The approach begins with the identification of a pain point with significant business impact. IT sets clear goals defining what they expect to accomplish in addressing this pain point. They then adopt best-practice processes and deploy BSM solutions that automate the processes. Finally, they establish metrics for gauging success and then publicize the results to gain buy-in for expanding the scope of BSM in the organization.


Here’s an example: Assume that slow response in handling incidents and problems is a major source of pain for a company. First, IT establishes a top-to-bottom, best-practice process for incident and problem management. That means tracking the complete lifecycle of all incidents, from the opening of incident tickets to resolution, and escalating issues to the appropriate teams for resolution when necessary. IT then deploys a BSM service desk solution that implements the process. Using meaningful metrics collected by the solution, IT has what’s needed to communicate success and to make it easier to get funding for additional BSM initiatives.


The next step might be applied to implementing a performance and availability monitoring solution and integrating it with the service desk. The monitoring solution detects potential problems and generates alerts. Integration with the service desk allows the automatic creation of incident tickets, which are routed immediately to the appropriate support teams. This step enables IT to transition from a reactive to a proactive mode in incident and problem management.


Also in this step, the company might implement a configuration management database (CMDB) and automated discovery tools that populate the CMDB. Not only does this repository provide a foundation for BSM solution integration, it also houses a wealth of data about the IT infrastructure. The data defines the physical and logical relationships of infrastructure components, as well as the business processes and people those components support. This information is very valuable in troubleshooting incidents, keeping affected users informed, and prioritizing actions based on business impact.


Along the way, IT puts metrics in place to assess service quality. Metrics might include first-call resolution rates, mean time to repair (MTTR), downtime/availability, and performance. As a result, if a user calls IT and complains about poor service quality, IT has solid data that either confirms the user’s claims or demonstrates that IT is meeting its service level commitments.

If the user claims that an important application was out for a week, IT can create the appropriate reports and show that, in fact, the application was down only 15 minutes over the past seven days.


Instead of being defensive about the quality of service, IT can talk to the business with confidence and demonstrate what the true levels of service quality are. That sets the stage for conversations around what level of service various users within the enterprise need. BSM enables IT to conduct those conversations using terms that business people understand.


AIS has discovered several other key strategies for successful BSM implementation. To learn more, read “BSM Strategies for Enterprises Emerging Markets.”

About the Author

Lorena Mendoza is CEO of AIS Sistemas Avanzados de Información, an Elite BSM Certified Partner of BMC Software, and is based in Mexico City. Mendoza worked for Xerox in sales for four years. In 2000, she joined BMC as an employee. In 2002, she founded AIS, which works with BMC to enable and lead companies in utilizing the right resources for delivering and implementing BMC solutions.

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Be sure to check out... "IT Service Management: Choosing the Right Solution", a how-to guide to finding the best ITSM system for your business.


It covers a wide variety of topics, including:

  • Pros and cons to both SaaS and on-premise solutions
  • ITIL considerations
  • Future-proofing your solution
  • Easing customer transitions
  • Analytics and reporting


In addition to a great read, you'll find customer insights from businesses at all stages of ITSM maturity, checklists to help narrow down your choices, and tips and tricks on evaluating vendors.


It's all included – get your how-to guide today.

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