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BMC Customer Programs

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What is it?

 

In this 1:1 UX session, observation and interview will be conducted remotely via WebEx meeting. During this session, observation is
capture regarding processes and experiences with our products and services.

The goal is to understand Change Calendar use cases outside of scheduling changes. This may involve use during CAB or a variety of other uses. 

 

When is it?

Monday, February 18th – Friday, March 1st Any 45-minutes between 7:00 AM – 5:00 PM PST (or any time after 4:00 PM CET)

 

 

Who Qualifies?

We are looking for Change Managers, Change Coordinators, or Release Managers who satisfy at least one of these requirements:

  • You own the change process.
  • You review and approve change requests.
  • You communicate rule and procedures regarding change requests.

 

What you need for the 1:1 sessions?

You will need to install WebEx software on your computer. You will receive an email with instructions to login.

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line: “Smart IT UX Study – Change Calendar”  

@Change_Calendar

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What is it?

 

In this 60-minute 1:1 UX session, observation and interview are conducted remotely via a Skype for Business meeting. During this session,
observation is capture regarding processes and experiences with our products and services.
*

 

The goal is to understand the needs, and use cases for agents that work queues of live chat requests/issues.

 

 

When is it?

 

Monday, February 11th– Friday, February 22nd Any 60-minutes between 5:00 AM – 5:00 PM CST

(or any time after 12:00 PM CET)

 

 

Who Qualifies?

 

We are looking for Service Desk Managers who are Service Desk or Case Agent. You qualify to
participate in this study if you satisfy at least one of these requirements:

 

-  You work and manage request/issues that get transferred from Chatbot sessions.

-  You are service Desk Agent who work and manage queues of requests/issues coming through live chat.

- You are a Case Agent for HR, Facilities, or some other team that works and manages queues of

   requests/issues coming through live chat.

 

 

 

 

What you need for the 1:1 sessions?

 

You will need to be able to take a 60-minute call via Skype for Business.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:

“UX Study – Live Chat Agent”

 

 

*Our UX Researchers are happy to travel to your company location to conduct this UX study

ONSITE/IN-PERSON. If you are based in California in/near Los Angeles area,  and are interested in an ON-SITE UX session, please let me know.
I’ll be happy to share the schedule and agenda for an ON-SITE visit. @Live_Chat_Agents

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What is it?

 

We have an InVision Prototype of Digital Workplace (DWP) Webpage Builder, and are looking for participants to test the interface. This UX session will be conducted remotely via a 30-minute WebEx session.  Information will be captured regarding processes, current experiences.

 

The goal is to listen to participants’ feedback on the DWP Webpage Builder prototype, so that we can understand how to improve the experience.

 

When is it?

 

Monday, January 7th – Monday, January 21st. Any 30-minute between 7AM – 5 PM CST (or any time after 3pm CET)

 

 

Who Qualifies?

 

We are looking for professional who are involved in updating and maintaining internal company webpages as part of your job.

 

Your job titles may include (but are not limited) to the followings:

- Administrator

- Web Producer

- Web Master

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log in.

 

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line: “UX Study – Digital Work Place Webpage Builder”  @Web_Master

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We’re inviting you to become an inaugural member of BMC’s “Friends of AMI” community and participate in the development one of ZSolution’s most exciting products in recent years. You’ll have an opportunity to engage directly with BMC product experts, product management, and R&D to help validate and provide feedback on the capabilities of the initial release of AMI Predictive. The community is open now for new members and the predictive product development will start in late January with customer involvement opportunities available now.

 

BMC AMI solutions span the entire ZSolutions’ portfolio including Security, DevOps, Capacity and Cost Management, and Artificial Intelligence (AI) Operations. The initial focus of the Friends of AMI community will be on AI Ops solutions and expand to the other products in the future.

 

The first validation program, as mentioned above, will be for AMI Predictive, a machine learning powered solution to predict and notify of potentially system crippling events before they happen. AMI predictive is focused on providing the following initial capabilities:

 

  • Domain expertise-built machine learning models based on decades of experience
  • System health Insights based on multi-variant correlation
  • Out of the box detection of dozens of potentially catastrophic system events

 

The AMI Predictive validation program is open to all BMC customers and partners. Initially focus will be on Db2 and z/OS use cases but will quickly expand to other domains such as CICS and IMS.

 

How can you get involved?

  • Participate in use case validation – “has this happened to you?”
  • Contribute your operational metrics to help validate the models
  • Participate in periodic sprint reviews where developers demonstrate designs, mockups, and/or working code in return for your feedback
  • Participate in facilitated product validation – log into one of our sandbox environments and provide feedback
  • Accept pre-release code into your test environment and provide critical hands on feedback
  • Willingness to collaborate with BMC and other customers and to provide open feedback
  • Be a willing Customer Connect Reference upon successfully completing the program

 

Each customer or partner is encouraged to participate as much as they can but there is no requirement to participate in all opportunities.

 

 

We are looking for participants with the following criteria.  Upon completing the steps in "How to sign up for Beta", you will be notified within one business day if you have been accepted to the program. 

  • Be a current BMC customer
  • Sign our beta agreement
  • Operate IBM Mainframe(s) in your environment, greater than 2000 MIPS
  • Participate in Friends of AMI Activities
  • Operational metrics:
    1. z/OS 2.2 or better
    2. Db2, CICS, or other system/subsystem for which metrics are desired

 

 

►How to sign up for Beta:

 

  • Have an active BMC Support ID in your BMC profile.

            If you do not, please follow these steps:

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We’re inviting you to get a sneak peek at what’s coming in the Remedy 19.02 Feature Release. You’ll have an opportunity to engage directly with BMC product experts, product management, and R&D to help validate and provide feedback on the capabilities of this next Remedy release. The program is expected to start around mid-December and last about four weeks.

 

The Remedy 19.02 Feature Release covers exciting new capabilities in support of BMC’s Cognitive Service Management strategy, including, but not limited to:

  • new cognitive ITSM capabilities for improved IT efficiency and quality
  • enhancements to the new Remedy ITSM user experience (Smart IT)
  • expanded reporting capabilities in Remedy Smart Reporting
  • expanded capabilities in new CMDB UI.

 

Beyond that we continue to make incremental product improvements across Remedy platform and ITSM applications.

 

The 19.02 release validation program is open to all current Remedy customers and partners roles.

 

As we’ve done previously, you can participate in the release validation program by reviewing the enhancements in a hosted environment or by downloading and installing the beta version of the software in your own IT test environment.

 

We will be activating BMC Helix Multi-Cloud Service Management on one of the test environments and if interested in providing input on those capabilities please complete the survey below in addition to the below steps to sign up for this beta program.

 

Interest in Providing Feedback for Remedy Jira Integration Survey

 

What's needed from you?

 

  • Attendance in weekly call
  • Time and resources to test the new release in a short window
  • Willingness to collaborate with BMC and other customers and to provide open feedback
  • Be a willing Customer Connect Reference upon successfully completing the program

 

How to sign up for Beta:

To be considered for any of our BMC Customer Programs, you must:

  • Have an active BMC Support ID for the Remedy product(s) in your BMC profile.

 

If you do not, please follow these steps:

https://communities.bmc.com/groups/bp-00058-remedy-1902-feature-release-validation-program

 

 

Remedy AR SystemRemedy ITSM

Remedy AR SystemRemedy AR System

CMDBCMDB

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What is it?

 

 

Observation and interviews will be conducted remotely via a 60-minute WebEx session. In this 1:1 WebEx session, information

will be captured regarding processes, current experiences, and needs when it comes to drift management.

 

The goals are to:

- Identify customer current and future goals for drift management

- Identify information needs and common use cases for drift management

- Identify expected features and functions of a drift management tool

 

 

When is it?

 

Monday, October 15th – Friday, October26th. 60-minute between 5:00 AM – 5:00 PM CST (OR any time after 12:00 PM CET)

 

 

Who Qualifies?

 

You qualify for this study if you:

 

- Have a keen interest in and a need to identify and understand changes in your IT environment

- May or may not currently use a drift management tool

- Your role may or may not be Configuration Manager, Configuration Admin, Asset Manager,

   or Application/CI/Asset Owner

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:

“UX Study – Drift Management”

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What is it?

 

A 60-minute 1:1 session, in which you will be given tasks to complete with an interface. This one-hour session will be conducted

via Skype (for audio) and WebEx (for video recording).

 

The goal of this session is to understand whether the new iteration of the chatbot wizard is easier to understand and use compared

to previous iteration, also to learn about what’s missing and how it can be improved.

                                                                                                                                                   

 

When is it?

 

Wednesday, September 26th – Friday, October 1st . 60 minutes between 7:00 AM – 5:00 PM CST

 

 

Who Qualifies?

 

We are looking for Non-Developerswho are part of the chatbot creation process from a non-technical
perspective. You may or may not be known as Business Analyst who are none technical, or Business Analyst

who are Technical Project Manager, or a Service Catalog Program Manager.

 

You qualify for this study if you perform one of the following duties:

 

  • Managing service catalog.
  • Creating business process flows
  • Involving in the chatbot building process in some form.

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:

Chatbot Wizard Usability Test – 2nd round”

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What is it?

In this 30-minute 1:1 WebEx session, participants are given tasks to complete with an interface. Measures of Efficiency, Effectiveness, and Satisfaction are collected.

The goal is to evaluate a new mechanism for filtering Tickets, and to identify whether usability issues exist and to capture those issues.

                                                                                                                                                   

 

When is it?

Monday, September 17th – Friday, September 28th. Any 30 minutes between 7:00 AM – 5:00 PM PST

 

 

Who Qualifies?

You qualify for this study if you use the Ticket Console and search for tickets.

 

Heads-up for Remedy ITSM Community Members.

 

What you need for the 1:1 sessions?

You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:

“Smart IT UX Study – Ticket Console” @ticket_console

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What is it?

 

This user experience study will be conducted remotely via a 90-minutes 1:1 WebEx session. During this WebEx session,

observations and interviews are conducted. Also, information is captured regarding processes and experience with our

products and services

 

The goal of this session is to understand the current and future usage, needs, and expectations for CMDB Explorer Modeling

and Data Maintenance. We want to understand the current and future expectations when it comes to functionality,

how new “things” and relationships are created, and how CIs are edited.

 

 

                                                                                                                                                  

When is it?

 

Monday, August 20th – Friday, August 31st. Any 90 minutes between 6:00 AM – 5:00 PM CST

 

 

Who Qualifies?

 

We are looking for people who are responsible for and work heavily in the CMDB. Your job title may or may not be

“Configuration Manager”. You qualify for this study if you are responsible for and do at least 3 of these activities in the CMDB:

 

  • Create/view application and service models
  • Add new CI “items”
  • Create and maintain relationships
  • Maintain CI attribute data

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log in.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject
line:
“UX Study - CMDB Explorer and Data Maintenance” @CMDB

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What is it?

 

A 90-minute  1:1 session, in which you will be given tasks to complete with an interface. This one-hour session will be conducted via Skype

(for audio) and WebEx (for video recording).

 

The goal of this session is to assess the usability and usefulness of the interface for the users, and to test the usability of the chatbot wizard to see

if it is easier to use than going straight to IBM Watson.

                                                                                                                                                   

 

When is it?

Monday, July 30th – Friday, August 17th. Any 90 minutes between 8:00 AM – 5:00 PM CDT

 

 

Who Qualifies?

 

We are looking for Non-Developers who are part of the chatbot creation process from a non-technical
perspective.
You may or may not be known as Business Analyst who are none technical, or Business Analyst who are

Technical Project Manager, or a Service Catalog Program Manager.

 

You qualify for this study if you do at least one of the followings:

 

  • Involve with creating business process flows that can be implemented to enterprise chatbots
  • Involve with managing and monitoring the service catalog with data that can be used to setup enterprise chatbots
  • Involve with communication technical and business requirements to other team members for any
    enterprise chatbots that you are working on.
  • Involve with creating conversational flows and content for enterprise chatbots.
  • Translates business needs into functional requirements
  • Administrate ITIL certified ITSM Business applications

 

It would be a plus if you have experience with IBM Watson.

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:

Chatbot Wizard Usability Test” @chatbot

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If you are interested in seeing what enhancements we have planned for remote control, operational rules, patch management, credentials management, and security, then you should join us!

 

We are launching a beta program to give our customers early access to see what we are working on and to provide feedback on our new developments.

 

We are looking for customers who can:

  • attend our beta review calls
  • test the new features
  • be active in our Communities group (ask questions, provide input, post issues)
  • complete the beta survey

 

Program is scheduled to kick off on Thursday, July 12th and below is a short timeline for the weeks to follow.  We look forward to your participation and feedback!

 

Timeline:

 

DATE

TYPE

DETAILS

Thursday, July 12th

Kickoff Call (1 hr)

Intro + Demo

Week of July 16th

Begin testing

Login + Download Information to be provided

Thursday, August 2nd

Feedback Call (30 mins)

Ask questions, provide feedback

 

 

How to Sign Up:

  1. Log into Communities to ensure your company name and your individual company email address (ie: john@bmc.com) are in your profile. Capture.JPG
  2. Complete BOTH beta agreements by following the links below
  3. Click here to request to join our private Communities group

 

 

 

 

 

Client Management

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What is it?

 

 

A 45-minute 1:1 interview, which will be conducted via WebEx with internal subject matter experts to understand things like processes, systems, or personas.

 

The goal of this study is to understand how companies are utilizing Knowledge stored in SharePoint or Confluence when using Remedy or SmartIT.

 

 

When is it?

 

Tuesday, June 12th – Friday, June 22nd. Any 45 minutes between 7:00 AM – 5:00 PM PDT

 

 

Who Qualifies?

 

You qualify for this study IF you use SharePoint and/or Confluence to create and access Knowledge Management at work, AND your role is one of the followings:

 

  • Knowledge Managers
  • Service Desk Agents
  • Service Desk Agent Managers

 

 

What you need for the 1:1 sessions?

You will need to install WebEx software on your computer. You will receive an email with instructions to login.

 

Interested? make a comment below

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line: “Multi Cloud Service Management"

 

Notifying Remedy ITSM community Members

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We had a system error on Monday, April 9th that generated a “Request Received” email on some inactive customer programs.  Please disregard the email.

 

We apologize for the confusion and inconvenience.

 

Thank you,

 

Loretta

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We’re inviting you to get a sneak peek at what’s coming in the Remedy Spring 2018 Feature Release. You’ll have an opportunity to engage directly with BMC product experts, product management, and R&D to help validate and provide feedback on this next feature release candidate. The program is expected to start around mid-April and last about two weeks.

 

The Spring 2018 release covers exciting new capabilities in support of BMC’s Cognitive Service Management and Multi-Cloud strategy. We continue to make overall product improvements, but additionally we’re introducing enhancements and features around ease of deployment, adoption, configurability, compliance, and administration of the entire Remedy stack.

 

The validation program is open to all current Remedy customers and partners roles, but BMC is especially interested in the following types of participants:

  • Remedy Administrators who are responsible for upgrading to the latest version of the Remedy software in their company’s IT environment, including those responsible for development, test, and production deployments
  • CMDB Administrators / Configuration Managers
  • SmartIT Administrators who are responsible for configuring and deploying the SmartIT user experience

 

 

As we’ve done previously, you can participate in the release validation program by reviewing the enhancements in a hosted environment or by downloading and installing the beta software in your own IT test environment.

 

What's needed from you?

  • Attendance in weekly call
  • Time and resources to test the new release in a short window
  • Willingness to collaborate with BMC and other customers and to provide open feedback
  • Be a willing Customer Connect Reference upon successfully completing the program

 

 

More information will be provided in the BMC Community group we plan to use for all communication and in a kickoff call prior to start of testing.

 

How to sign up for Beta:

 

To be considered for any of our BMC Customer Programs, you must:

 

  • Have an active BMC Support ID for the Remedy product(s) in your BMC profile. If you do not, please follow these steps:

 

    1. Log into your account http://www.bmc.com/support/support-central.html
    2. Click on “Edit Profile”
    3. Click on “BMC Support Access” Section
    4. Enter “Support Contract ID” (if you have Support Contract ID already entered and need to add/update, follow the link from "manage your support subscription, please click here")
    5. Click “Submit”

-          BMC Software PRERELEASE SUBSCRIPTION SERVICES AGREEMENT

-          BMC Software PRERELEASE WORLDWIDE SOFTWARE LICENSE AGREEMENT

  • Click the link below and then click on “Ask to join this group” button

 

-          Remedy 1805 Feature Release Validation Program

 

 

Remedy AR System

Remedy ITSM

Atrium CMDB

 

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What is it?

 

This study will be conducted remotely through a 60-minute WebEx session. In this session, we would like to know how you manage a case
request from start to finish. The case request can be requested from employees, customers, clients from different functional group such as Finance, Facilities,
Procurement, and HR. Also, we would like to hear your feedback about BMC’s case management software.

 

The goal of this study is to understand the needs how one manages a case request from start to finish.

 

When is it?

 

Monday, March 20t h – Friday, April 6th

A 60-minute WebEx session, any time between 7:00am – 5:00pm CST (and/or between 1:00 – 6:00pm CET)

 

 

Who Qualifies?

 

We are looking for professionals whose job title are, but not limited to Case Agent, Case Manager/Supervisor.

 

You qualify for this study if you are involved in managing a case request from employees, customers, clients from either of

these groups: Finance, Facilities, Procurement, and HR.

 

----------------------------------------- AND ----------------------------------------------

 

You are involved in at least 3 of the following tasks:

  • Create a case request.
  • Work on a case request.
  • Modify the case request – add, delete, change details.
  • Share case details with other team members.
  • Grant permissions of read and/or access to other team members.
  • Assign roles to staff members to work on the case.

 

It won't be a good match if you are a BMC Consultant and/or do not work with clients in purchasing, procuring, or

licensing of HR Case Management / Case Management.

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.

 

Interested?

 

Next steps: Email Launa
Nguyen at
Launa_Nguyen@bmc.com with email subject line:“UX Study – Business Work Flows"

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