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BMC Customer Programs

53 Posts authored by: Launa Nguyen Employee
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What Is It?

Help us shape DWP Products to be in the best form!

 

BMC UX Team highly seeks your experience as we are conducting a card sorting UX study revolving around how best to organize the content from DWP Admin Console and DWP Catalog into one unified experience. Also, in this online UX Study, you are provided an option to create your own categories if any of the other pre-defined categories don’t fit, and you will then answer a couple of questions after the card sorting task.

 

You’ll find a link to the online survey at the end of this post. The activity in this online survey shouldn’t take longer than 10-15 minutes to complete.

 

 

When Is It?

This online UX survey is available from Wednesday, May 20th through Thursday, June 9th, 2020.

 

 

Who Qualifies?

You must have DWP Advanced (contains both DWP Admin Console and DWP Catalog)

 

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

 

You meet any of the following job roles:

 

- Administrators – Catalog, Sub-Catalog, and/or System Administrators

- Incident Manager

- Change Manager

- Project Manager

- Business Analyst

 

Digital Workplace, Digital Workplace (BMC-only), TrueSight Intelligence,

 

What You Need?

 

Please complete this online Card Sorting UX Study by using the link below – tell us what you think and many thanks in advance!

 

Survey link: https://fii1l680.optimalworkshop.com/optimalsort/2w1mkee8

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What Is It?

Help us define the information architecture of BMC Capacity Optimization!

 

The BMC UX team seeks your experience in organizing the content for BMC Capacity Optimization so that we can make our application easier to understand and use.

In this online UX exercise, you will be provided a list of cards as well as pre-defined categories that you can put the cards in. You are also provided an option to create your own categories if any of the other pre-defined categories don’t fit. You will then answer a couple of questions after the card sorting task.

You’ll find a link to the online survey/exercise at the end of this post. The activity shouldn't take longer than 10 to 15 minutes to complete.

 

When Is It?

This online card sorting tool will be available from Tuesday, May 19th until Wednesday, June 3rd, 2020.

 

Who Qualifies?
You qualify for this session, if you do one or more of the following in your job:

  • Execute performance/capacity analyses on (already/to-be) deployed applications to analyze actual behavior and predict potential resource shortages
  • Execute prediction/simulation models to forecast potential resource changes
  • Provide visibility on existing/predicted consumed/spare capacity
  • Monitor availability and performance of the end-to-end application
  • Manage triage and remediation with other stakeholders
  • Design applications layout in the enterprise and Cloud
  • Generate reports and view dashboards about the performance and availability of applications

 

Capacity Optimization (BMC and Partners), TrueSight Capacity Optimization

 

What You Need To Do?

  1. Take a look at the list of items on the left.
  2. Drag and drop an item from the left into the space on the right to create your own groups.
    Note that as an example, we have created an OOB group, Reporting.
  3. Name the groups so that they make sense to you.
  4. Share your thoughts about this exercise by clicking Leaving a comment at the top right.
  5. When you're done click Finished at the top right.

 

Online Card Sorting Tool link:

https://fii1l680.optimalworkshop.com/optimalsort/d0cdm570

 

 

What Next?

Once the exercise is completed, our Research team will share the results.

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What is it?

In this 60-min long UX session via Skype Meeting, we will explore how you started using DWP and what it was like to learn how to use the platform and the specific features you use within your job. We will also conduct interviews to learn about the process of how you start setting up your environments and workflows within DWP as well as any sort of documentation you used for guidance.

 

The goals are:

 

- To access the top features and services that are used most within DWP.

- To understand the learning curve involved in setting up the environments and data within DWP.

- To understand if there are any information gaps faced when getting started using DWP.

 

When is it?

Wednesday, May 13th – Friday, May 22nd, 60-minute between 8:00 AM – 5:00 PM CST

(or any time after 16:00 CET)

 

 

Who Qualifies?

 

You qualify for this study if any of the following describes your job role:

 

- Technical Consultants

- Project Managers

- Product Owners

 

Digital Workplace

 

 

What you need for the 1:1 session?

 

You will need to be able join Zoom or Skype meeting.

 

Interested?

 

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

“UX Study – DWP Starter Kit”

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What Is It?

Help us help you with your task!

 

BMC UX Team highly desires your UX feedback on a few concepts for an AI digital assistant that aims to help monitoring and event management tasks. We are also

interested in additional ideas where an AI assistant may be helpful in this space.

 

You’ll find a link to the online survey at the end of this post.

 

 

When Is It?

This online survey is on the schedule from Tuesday, May 5th – Thursday, May 14th, 2020

 

 

Who Qualifies?

You qualify for this online survey if any one of the following tasks are related to your job role:

 

- Create IT infrastructure monitoring and alerting solutions (policies, thresholds, etc.)

- Monitor and manage events and alerts for the IT infrastructure performance and usage.

- Analyze reported IT infrastructure issues and ensure they are remediated using standard operating procedure.

- Document and track all incident activities and resolutions.

 

TrueSight Operations Mgmt, TrueSight Infrastructure Mgmt, BMC HelixTSOM (BMC Employees)

 

 

What You Need?

 

Please complete this online survey by using the link below – tell us what you think and many thanks in advance!

 

Survey link: https://www.surveygizmo.com/s3/5582702/AI-Assistant-Concepts-for-Monitoring-2

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What is it?

This 45-minute long 1:1 UX session will be conducted remotely via Zoom meeting. It will consist of two parts :

 

     1) We will share with the participants several concepts related to Helix Monitor Chatbot, and we will ask for the participants’ honest feedback

     2) We will ask users for suggestions on additional iced cases where the Chabot could be beneficial for the participants’ work.

 

Participants will be encouraged to honestly speak their thoughts, providing feedback about their likes, dislikes, needs, concerns, and wishes related

to the product. Sessions will be recorded when possible for data collection purposes.

 

The goal of this Helix Monitor Chatbot UX Study is to get user feedback on several proposed concepts for Helix Monitor Chabot, and to generate user

suggestions for additional Chatbot use cases.

 

 

When is it?

Monday, April 27th – Friday, May 22nd, 45 minutes between 8:00 AM – 5:00 PM PST

 

 

Who Qualifies?

You qualify for this study if you engage in monitoring, and one of the followings describes your job role:

 

- Administrator

- IT Operator

- Service Owner

 

BMC Helix, TrueSight Operations Mgm

 

 

What you need for the 1:1 session?

 

A 45-min time window to join this UX session via Zoom.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with one of the subject line: “Helix Monitor Chatbot UX Study ”

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What is it?

In this 60-minute 1:1 UX session, observations and interviews will be conducted remotely via Zoom. Information is capture regarding processes and experiences with our products and services.

 

The goal is to understand the current usage and context of data mart creation, to gather users’ experience on early concepts for data mart creation, and to help to capture what we are doing right and what we may need to improve upon.

 

 

When is it?

Wednesday, April 15th – Thursday, April 30th. 60 minutes between 8:00 am – 7pm CET, or

between 6:00 am – 11:00 am PDT.

 

 

Who Qualifies?

We are looking for people who are Capacity Planner and/or Service Owners. You qualify for this study if you are performing one of the following tasks:

 

Service owner:

        -     Monitor availability and performance of the end-to-end application

        -     Manage triage and remediation with other stakeholders

        -     Designs application layout in the enterprise and Cloud

        -      Generate reports and view dashboards about the performance and availability of applications

 

Capacity planner:

-       Execute performance/capacity analyses on (already/to-be) deployed applications to analyze actual behavior and predict potential resource

        shortages (collaboration with App teams)

-       Execute prediction models to forecast potential resource shortage, by also taking into account new workloads (e.g. new services) and resource on-boarding

        (in collaboration with Service owners)

-       Execute simulation models related to potential/expected changes (e.g. HW refresh consolidation/virtualization initiatives, business demand)

-       Provide visibility on existing/predicted consumed/spare capacity (to Service Owners), recommend how to optimize (reduce waste and risks)  the

        IT environment (to VP IT Ops) and support decision making on how to better transform IT to match business goals and reduce its costs (to CIO)

-     Ensure that adequate resources are available at the appropriate levels of capacity to meet the demand for services, thus maintaining a balance

       between the cost of service and the value that it achieves

 

 

BMC Helix Remedyforce, BMC Helix, BMC Helix (temp community), BMC Helix (BMC and Partners), TrueSight Capacity Optimization, Capacity Optimization (BMC and Partners),

      

What you need for the 1:1 session?

 

A 60-min time window to join this UX session via Zoom.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with the following subject line: “Helix CO – Data Mart Wizard UX Study”

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What is it?

In this 60-minute 1:1 UX session via Zoom call, participants will be interacting with two Chatbot prototype concepts revolving around the scenario of overseeing and managing Cloud costs. Participants will be provided a set of tasks as instructed by the moderator and will talk aloud as they are interacting with the Chatbot Prototype. Participants are encouraged to provide honest opinions on what they like, dislike, and what needs to be improved as we try to assess the followings:

 

- What information is necessary for Service Owners to make decisions on managing cloud cost

- What utterances Service Owners would type to proceed through a conversation with a Chatbot

- Whether the flow of interaction between the Service Owner and Chatbot make sense.

 

The goals are to determine whether to move forward with various concepts, and how best to improve the concepts.

 

 

When is it?

Monday, March 23rd – Friday, April 17th, 60 minutes between 7:00 AM – 5:00 PM CDT

(or any time after 13:00 GMT)

 

 

Who Qualifies?

We are looking for people who involve in monitoring and managing cloud costs. Your roles could be but not limited to: Service Owner, Business Analyst,

Project Manager, Service Manager, Cloud Operation Manger.

 

You qualify for this study if you conduct one or more of the following tasks

 

        - Overseeing the overall performance of the cloud infrastructure

- Monitoring the costs and budget of cloud

- Managing the approval and/or termination of items within such cloud budget as virtual machines

- Generating reports and reviewing them on a regular basis to identify actionable opportunities for service improvement

- Influencing the vendors in the development of cloud service, and advocating for the new features and functionalities

- Participating in negotiating Service Level Agreement (SLAs) and Operational Level Agreement (OLAs) for the service

 

BMC Helix Cloud Security & Cost, TrueSight Capacity Optimization, TrueSight Network Automation,  TrueSight Orchestration, TrueSight Pulse, TrueSight Intelligence, TrueSight Server Automation, BMC Helix Customer Enablement

 

What you need for the 1:1 session?

 

A 60-min time window to join this UX session via Zoom.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with one of the following subject line: “Chatbot Helix Ops Cloud Cost Usability Study”

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What is it?

In this UX study, we will conduct 1:1 session with Supervisors and/or Managers of Live Chat Agent Teams. We would like to capture feedback on concepts for a dashboard design as well as to capture information about how agents and team are monitored today, and what their needs and wishes are for a dashboard. Sessions will be conducted remotely using Zoom or Skype

 

The goal is to capture information that will help to ensure that the live dashboard will be truly useful and usable for Supervisors and Managers of Live Chat Agent Team.

 

 

When is it?

Monday , March 16th – Friday, April 17th, 60 minutes between 7:00 AM – 5:00 PM CDT

(or any time after 13:00 GMT)

 

 

Who Qualifies?

 

We are looking for team Supervisors and/or team Managers of Live Chat Agents.

 

You qualify for this study if you are responsible for one  or both of these following tasks in your rob role:

 

  • Monitor/support activities and performances of one or more group of Live Chat Agents
  • Evaluate and monitor Live Chat Service Desk metrics across support groups and shifts

  

What you need for the 1:1 session?

 

You have 60-min to join the session via Zoom or Skype meeting.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with one of the following email subject lines base on the persona you will would like to present:

 

“Live Chat UX Study – Supervisor”

“Live Chat UX Study – Manager”

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What is it?

In this 1:1 Helix Remediate UX Study, observation and interview
will be conducted remotely via a 90-min Zoom meeting.   Information will be captured regarding
processes and experiences with our products and services.

 

The goal is to understand and improve the overall user experience with the Automation console,

with the initial focus on patch orchestration, vulnerability management, and compliance.

 

 

When is it?

Wednesday, March 18th – Thursday, April 30th, 90-minutes between 7:00 AM – 5:00 PM PST

(or any time after 13:00 GMT)

 

 

Who Qualifies?

 

We are looking for either one of the following 3 personas:

 

  • Administrators
  • IT Operators
  • Service Owner

 

You qualify for this study if you are Administrators, IT Operators, or Business Owners

who are performing and ensuring threat remediation, patching, and patch compliance using BMC
and/or third-party tools.

 

TrueSight Vulnerability Mgmt; TrueSight Network Automation, TrueSight Server Automation, TrueSight Orchestration, BMC Helix , Remedy ITSM,

 

What you need for the 1:1 session?

 

You will need to be able to share your screen on Zoom during the session.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with one of the following email subject line base
on the persona you would like to present.

 

“Helix Remediate UX Study - Administrator”

“Helix Remediate UX Study – IT Operator”

“Helix Remediate UX Study – Service Owner”

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What is it?

This 1:1 UX session will be conducted remotely via Skype Meeting. We will be showing two versions of a screen concept. We would like to hear your feedback particularly revolving around incident tickets. During the session, information is captured regarding processes and experiences with our products and services.

 

The goal is to understand which features and screen layouts participants prefer, so that we can improve the experience for future releases of SmartIT.

 

 

When is it?

Monday, February 9th – Friday, February 28th ,60-minute between 7:00 AM – 6:00 PM CST

(or any time after 14:00 CET)

 

 

Who Qualifies?

You qualify for this UX Study if :

- You are Service Desk Agents and/or Incident Managers, AND

- You must use SmartIT or Mid-Tier to create, manage, or view incident tickets

 

Remedy ITSM

 

What you need for the 1:1 session?

You will need to have access to Skype Meeting

 

Interested?

 

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

“UX Study – SmartIT Web App Concept”

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What is it?

This is a 90-min UX session, in which observations and interviews will be conducted remotely via Skype Meeting. You will have the opportunity

to share your screen and walk us through how you use Digital Workplace (DWP). Information is captured regarding processes and experiences

with our products and services.

 

The goal of this DWP UX study is to have a better understanding of all the different Admin personas who use DWP. We want to uncover any gaps

or needs to be implemented in DWP future releases.

 

 

When is it?

Thursday, January 30th – Friday, March 13th  ,90-minute between 7:00 AM – 6:00 PM CST (or any time after 14:00 CET)

 

 

Who Qualifies?

We are looking for 3 types of participants:

  • Lead Administrators (i.e. HR Manager, Service Catalog Manager, etc.) - Who oversee and manage the whole catalog and assign specific

          catalogs to other admin team members.

  • Sub-Catalog Admins - People who work under the Lead Admin who focus on managing and maintaining specific catalog sections

         they were assigned to.

  • Business Analyst - People who create the workflows and surveys within the catalog sections for end users to fill out and answer.

 

You qualify for this study if any of the following tasks describes what you do:

 

Lead Admin:

    • Managing and maintaining service catalog content within DWP
    • Curating items within the catalog through customizable workflows and profile data
    • Importing third party services via connectors to DWP
    • Reviewing service publication requests
    • Reviewing various reports for tracking requests, customer satisfaction and costs
    • Providing access to specific catalogs for Sub-Catalog Admins

 

Sub-Catalog Admin:

    • Managing and maintaining specific sub-catalogs
    • Create new services, banners, workflows, and actions within their own sub-catalog
    • View report of requests made for any of the services within their own sub-catalog

 

Business Analyst:

    • Builds workflow processes
    • Design questionnaires that links process inputs to questions shown to the end user at checkout

 

Digital Workplace / MyIT (BMC and Partners), Digital Workplace

 

 

What you need for the 1:1 session?

 

You will need to be able to share your screen via Skype Meeting.

 

Interested?

 

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

“UX Study – DWP for Administrative Duties”

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What is it?

This study will be conducted via a short online UX survey. Through a survey link at the end of this post, participants are given set of questions related to Smart IT to answer,

which will only take about 5 minutes to complete.

 

The goal of this study is to receive feedback from SmartIT and/or Remedy users on potential SmartIT concepts and features and to see if this should be adopted.

We want to ensure that the designs are truly useful and easy to use.

 

 

When is it?

Monday, November 18th – Thursday, December 5th  . It will take approximately 5 minutes to complete

 

 

Who Qualifies?

 

We are looking for people who:

 

- Involve in managing incident tickets

- May have job titles as Incident Manager, Service Manager, etc.. Business Service Management [ARCHIVED]; Service Request Management (Customers and Partners) [ARCHIVED]

- Must be using SmartIT, or Remedy, or both  Remedy ITSM, Smart IT 18.05 Evaluation, Smart IT 2.0 Evaluation

 

 

What you need to do?

 

Please provide your honest feedback by completing the brief survey using the link below – Many thanks in advance!

 

 

Survey link: https://www.surveygizmo.com/s3/5280112/Smart-IT-Concept-Value-Testing

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What is it?

Through test and method, this UX Study measures the value of design concepts based on Usefulness, Satisfaction, and Importance. This UX Study will be conducted remotely via a 60-minute 1:1 Skype Meeting session.

 

The goal of this study is to gather users’ experiences on early designs for Blueprint Concepts, to identify which concepts should be adopted, and to gather feedback for improvement. We want to ensure that the designs are truly useful and easy to use

 

 

When is it?

Monday, November 4th – Friday, November 8th,60-minute session between 12:00 PM – 6:00 PM CET

 

 

Who Qualifies?

 

We are looking for people whose job role is similar with Service or Application Architect. CMDB,

 

You qualify for this study if these tasks describe your job role:

 

- You design and architect Services or Application

- You design Service and/or Application Models

- You understand end-to-end Service

 

 

 

What you need for the 1:1 session?

 

You will need to be able to attend a 60-minute Skype meeting.

 

Interested?

 

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

“UX Study – CMDB Modelling/Blueprint Concept”

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What is it?

This UX Study focuses on Security Incident Response Process and Tool, and will be conducted remotely via a 60min 1:1 Skype Meeting session.

In this study, interviews conducted with internal subject matter experts to understand things like processes, systems, or personas.

 

The goal of this study is to understand how a Security Incident Response Team (SIRT) functions in a major incident.

 

 

When is it?

Thursday, October 17th– Friday, November 8th,60-minute between 7:00 AM – 5:00 PM PT

(or any time after 4:00 PM CET)

 

 

Who Qualifies?

We are looking for people who are tasked doing one of the followings:

-          Use TSVM and/or involved in SecOps, SOC, Security Incident Response Team

-          Work as Security Analysts and are familiar with Remedy for Incident Management

 

BMC Helix, BMC Helix (BMC and Partners), BMC Helix (BMC and Partners), Remedy ITSM, BMC Helix Remedyforce,

 

 

What you need for the 1:1 session?

 

You will need to be able to attend a 60-minute Skype meeting.

 

Interested?

 

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

“UX Study – Security Incident Response”

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What is it?

This TrueSight Operations Management (TSOM) study will be conducted remotely via a 1:1 90-minutes Zoom Meeting session. Participants will be asked to log into TSOM,

share their screen, and walk the moderator through their daily tasks and TSOM use.

 

This study is aimed at understanding the current user experiences of operators working with TSOM.

The goal is to identify areas of opportunity to improve this experience by understanding the gaps based on current and future needs.

 

 

When is it?

Monday, October 14th – Friday, November 8th, 90-minute between 7:00 AM – 5:00 PM PT

(or any time after 4:00 PM CET)

 

 

Who Qualifies?

We are looking for people who are TrueSight Operations Management / TSIM Operators and/or Administrators,

You qualify for this study if 3 or more of the following describe job tasks that you do:

 

- Monitor the performance of large computer infrastructures from a central location using

  TSOM tool.

- Look for alerts or malfunctions and work to determine the causes of the problems.

- Analyze problems, identify data anomalies, and predictively alert to remediate issues before

  Severe impact.

- Work to triage or troubleshoot the problem using standard operating procedure.

- Communicate with Support Teams and follow problems until their resolutions.

- Track and document all issues and resolutions in responding to an incident

 

 

What you need for the 1:1 session?

 

You will need to be able to attend a 90-minute call via Zoom meeting.

 

Interested?

 

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

“UX Study - TrueSight Operations Management Research”

 

 

*This study can also be conducted ONSITE at your company’s Network Operations Center (NOC), in which our UX Researcher will travel to your company’s NOC to conduct this study in-person. Should you be interested in an ONSITE session, please let me know and I’ll be glad to share the detail information.

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