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BMC Customer Programs

23 Posts authored by: Launa Nguyen Employee
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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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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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What is it?

 

In this study, observations and interviews will be conducted remotely via a 45-minute WebEx session. Information is capture regarding processes and

experiences with our products and services.

 

The goal is to understand how customers are currently using Intelligent Swarming as defined by the Consortium for Service Innovation.

 

 

When is it?

 

Monday, March 5th - Thursday, April 12th

A 45-minute WebEx session, any time between 7:00am – 5:00pm CST (or 2:00pm – 6:00pm CET)

 

 

Who Qualifies?

 

You qualify for this study if you regularly facilitate Swarms, or participate in swarms in-order to solve internal or

customer issues that come into the Service Desk.

 

We are interested in speaking to people at organizations who are currently using Swarming, as defined by the Consortium for Service Innovation. Qualified participants

may be from any Tier of Support, or may be in Management.

Notifying 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:

“UX Study: Smart IT -  Swarming Field Research”

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What is it?

 

In this study, participants are shown designs or may be given tasks to interact with designs. Participants provide feedback about what they like, dislike/concerns, and

missing elements. Usability is observed and captured.  If the RITE procedure is used, then the designs are refined after a few sessions based on findings and retested

with the next set of sessions. This iterative process can be repeated several times to further refine designs.

 

The goal to capture user feedback on the new designs for a Patch Orchestration Service within the SecOps.

 

 

When is it?

 

Monday, February 19t h – Friday, February 23rd

A 60-minute WebEx session, between 8:00am – 5:00pm CET (or between 9:00am -10:30pm IST)

 

 

Who Qualifies?

 

We are looking for people who are Service Owner, Patch Administrator, Sys Administrator who use Endpoint Management tools like BSA, SCCM, or any others.

 

You qualify for this study if you are responsible for/do any 1 of the following tasks:

  • Work on patching IT servers.
  • Manage “Endpoint Management” tools like BSA, SCCM.
  • Use Cognos (reports), Security assessment tools like Qualis, Nexus and remediate vulnerabilities.

 

It is great if you provision VMs; however, it is not the primary qualification

 

 

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 – SecOps Patch Service”

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What is it?

 

In this study, observations and interviews will be conducted remotely through a 60-minutes WebEx session.
Information is capture regarding processes and experiences with our products and services. Participants will be asked to share their screens. Also, this
study will include discussions regarding the CI details screen, Search, Creating Models, creating specific model views, and CMDB data maintenance.

 

The goal is to capture details of information needed by our design team to understand how users use the CMDB.

 

 

When is it?

 

Monday, February 5th – Wednesday, February 14th

A 60-minute WebEx session, between 9:00 am – 5:00pm CST (or/ and any time after 3:00pm CET)

 

 

Who Qualifies?

 

We are looking for people who are responsible for or 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:

- Manually maintain CI attribute data

- Use CMDB Search (for example within Remedy ITSM)

- Create Service models by add new items like Relationships and CIs

- Create Impact models (relevant for TrueSight Infrastructure Mgmt 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: “UX Study -  CMDB Explorer Studio”

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What is it?

 

This study will be conducted remotely via a 90-minute WebEx session. Participants are given tasks to complete with an
interface. Measures of Efficiency, Effectiveness, and Satisfaction are collected.

 

The goal is to identify whether usability issues exist and to capture those issues.

 

 

When is it?

 

Monday, February 5th –  Friday, February 9th

A 90-minute WebEx session, between 8:00 am – 5:00pm CT (or/and between 3:00pm – 6:00pm CET)

 

 

Who Qualifies?

 

You qualify for this study if you are tasked in doing 1 or more of the followings:

 

  • You have a basic understanding of Innovation Studio.
  • You design and develop an app’s lifecycle, data relationships, and a UI workflow.
  • You design app elements in Process and View designers.

Notifying Developer Community Members.

It will NOT be a good match IF:

  • You primarily build applications using codes, scripts, and coding languages such as Java, Eclipse, CSS, HTML, etc.
  • You are a BMC consultant, or someone who work with client in purchasing, and procuring, licensing of Innovation Studio

 

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 -  Innovation Studio Web”

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What is it?

 

This study will be conducted remotely via a 60-minute WebEx session. During this session, different concept features will be shown. We will gather participants’ feedback, and rating of each concept features on Usefulness, Satisfaction, and Importance.

 

The goal is to gather feedback for improvement, and to identify which concept features should be adopted.

 

 

When is it?

 

Monday, February 5th – Wednesday, February 14th

A 60-minute WebEx session, between 7:00 am – 4:00pm PST (or/and any time after 3:00pm CET)

 

 

Who Qualifies?

 

You qualify for this study if you are a Truesight direct user. Your role titles can be (but not limited to):

 

  • NOC Engineer/Manager
  • Event Operator

 

AND you are tasked in doing 2 or more of the following tasks:

 

As an NOC Engineer/Manager:

  • Look for ways to resolve events quickly
  • Route events to the right team member and achieve faster time to resolution
  • Manage problem that are either missed or undetected by other team members.
  • Manage and staff team members for daily NOC operations.

As an Event Operator:

  • Manage, review and assign events to team members.
  • Notify support teams of the problems.
  • Ensure that the events are resolved.

Notifying TrueSight Operations Mgmt TrueSight Infrastructure Mgmt TrueSight Intelligence Community members.

It will NOT be a good match IF:

  • You are NOT direct user of TrueSight/TSOM/TSI.
  • You are consultant who DON’T have direct experience of the software

 

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 -  TrueSight Intelligence”

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What is it?

 

This one-hour 1:1 phone session on Discovery and SaaS is to understand:

 

  • Your expectations and desires for a SaaS delivered Discovery product
  • What you would expect to no longer have to care about.
  • What you would be worried about.
  • How you would otherwise expect things to be different

 

 

 

When is it?

 

Monday 30th October – Friday 24th November

A 60-min Skype Meeting, any time between 8:00 am – 5:00 pm UK Time,

 

 

 

Who Qualifies?

 

You qualify for this research if either one of the followings describe your technical position:

 

  • You use the ITSM component of Remedy OnDemand *with* the Discovery for Data Center OnDemand optional service.
  • You are interest in the Discovery optional service, but do not use it.
  • You use Discovery (the on premise version) and are interest in OnDemand offerings

 

 

 

What you need for the 1:1 sessions?

 

You will need to have Skype Meeting.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line: “Discovery and SaaS Research”

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What is it?

 

Observations and interviews conducted remotely. Information is capture regarding processes and experiences with our products and services.

 

The goal is to understand the needs of people who investigate, analyze and resolve problem tickets.

 

When is it?

 

Monday, October 16th – Friday, October 27th

A 75-min WebEx session, between 8:00 am – 5:00 pm CST (and/or 3:00 pm – 6:00 pm CET)

 

Who Qualifies?

 

To qualify for this study you MUST perform these activities when managing a problem ticket:

 

  • Analyze the tickets in detail by:
    • Performing Root Cause Analysis, detailed analytics on the tickets.
    • Understanding trends in the tickets.
    • Organizing, filtering, synthesizing, and categorizing details/tickets.

 

In-addition, you could also be performing any 3 of these following activities:

 

     1. Scan tickets that are submitted in the help desk tool.

     2.  Identify issues and sources of issues in the tickets.

     3. Recommend actions to resolve the ticket or attempts to resolve the ticket yourself.

     4. Create a detail summary report of ticket issues, solutions, notes, comments; and share it with other team members.

     5. Conduct post-mortem analysis of resolutions, and plan on how to improve the resolution process in future.

     6. Ensure that the problem management team is meeting or exceeding the company’s best practices or mandates on problem management process (if any).

 

Your role could fall under these titles (but not limited to): Problem Manager, Problem Coordinator, Incident Manager, Ticket Coordinator, Assignee, Ticket Administrator, Users of Remedy/Smart IT.

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. The sessions will be done remotely using WebEx. 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 – SDA Problem Management Process”

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What is it?

 

 

In this study, observations and interviews will be conducted remotely via a 90-minute WebEx session.
Information is capture regarding processes and experiences with our products and services.

 

The goal is to understand the needs of people when constructing a mobile application from start to finish.

 

 

When is it?

 

Monday, October 9th – Friday, October 20th

A 90-minute WebEx session, between 7:00 am – 3:00pm PST

 

 

Who Qualifies?

 

You qualify for this studyif you are tasked in doing two or more of the followings:

 

  • Currently build mobile application, OR are ready to build one in a near future.
  • Make decisions on mobile app building strategy and has a through understand about your organization’s mobile app building strategy.
  • Design and develop mobile app elements in a coding or non-coding environment.
  • Test and previews mobile apps.
  • Deploy mobile apps either independently or works closely with third-party vendor to deploy.

 

 

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: Mobile App Building Process"

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What is it?

 

Observations and interviews conducted remotely. Information is capture regarding processes and experiences with our products and services.

 

The goal is to understand the needs of people when constructing a web application from start to finish on Innovation Studio.

 

 

When is it?

 

Monday, October 9th – Friday, October 20th

A 90 min WebEx session, between 8:00 am – 5:00 pm CST (and/or 3:00 pm – 6:00 pm CET)

 

 

Who Qualifies?

 

You qualify for this study IF you have general understandings of Innovation Studio

 

    ----------------------------------  OR -----------------------------------

 

  • Have built web application on Innovation Studio.
  • Have experience with these options in the Innovation Studio.
    • Design and develop and app’s lifecycle, data relationships, and a UI workflow
    • Design app elements in Process and View designers.

 

It WON'T be a good fit IF you are tasked in doing any of the followings:

 

  • You primarily build applications build applications using codes, scripts, and coding languages such as Java, Eclipse, CSS, HTML, etc.
  • You are BMC consultant or middle person who works with client in purchasing, and procuring, licensing of Innovation Studio.

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. The sessions will be done remotely using WebEx. 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: Innovation Studio Web Applications ”

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What is it?

 

This study will be conducted remotely, via a 60-minute WebEx session. Participants are given tasks to complete with an interface. Measures of Efficiency,
Effectiveness, and Satisfaction are collected.

 

The goals is to identify whether Usability issues exist and to capture those issues by observing how the users:

 

  1. Work with volumes of data.
  2. Perform data analytics.
  3. Create and modify dashboards,data view, data filters.
  4. Synthesis data using filters, sort, arrange format, etc.

 

 

When is it?

 

Wednesday, September 27th – Friday, October 6th

A 60-minute WebEx session, any time between 7:00 am – 3:00pm PST

 

 

Who Qualifies?

 

You likely qualify for this study if 2 or more of the following describe job tasks that you do or are tasked in doing:

 

- Create and modify dashboard or data views.

- Work with moderate to high volume of data from a database.

- Analyze and synthesize data using filter, arrange, sort, format, etc. functions.

- Use a data analytics software i.e. Tableau, Google Analytics, Excel, etc.

 

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. The sessions will be done remotely using WebEx. 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 – TrueSight Dashboard”

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What is it?

 

Observations and interviews conducted remotely. Information is capture regarding processes and experiences on working with how people build a
web application in a codeless platform.

 

The goal is to:

Understand the needs of business analysts when constructing a web application in a codeless platform from start
to finish that include processes (but not limited to):  gathering and defining client requirements; designing, developing, configuring, deploying, testing and

packaging the application to the client.

 

 

When is it?

 

Monday, July 31st – Monday, August 14th

A 90 min WebEx session, between 6:00 am – 5:00 pm CST (and/or 1:00 pm – 6:00 pm CET)

 

 

Who Qualifies?

 

You qualify for this study IF you are none-technical Business Analyst who:

 

  • Use Innovation Studio on Web or Window and Mac.
  • Create Web application on a non-coding platform
  • Have no understanding and experience of codes, scripts, coding languages

 

The process of creating application are (but not limited to)

  • Define requirements based on client’s requirements
  • Design application
  • Actually build an application on a non-coding platform
  • Test the application
  • Deploy application

 

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

 

You perform at least 3 of the following duties:

 

  • Define the application requirements, understand the business needs, client’s requirements
  • Define and modify the workflow of the app
  • Create and modify the business rules, constraints, logic for the application process
  • Create and update foundational data elements for the application
  • Create and modify the UI for the application
  • Preview and test the application configurations before deploying  them.

 

It will NOT be a good fit IF you do any of the followings:

 

  • You build applications using codes, scripts, and coding languages such as Java, Eclipse, CSS, HTML, etc.
  • BMC or any consultant or middle person who works with client in purchasing, and procuring, licensing of Innovation Studio.

 

What you need for the 1:1 sessions?

 

You will need to install WebEx software on your computer. The sessions will be done remotely using WebEx.

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: “Innovation Studio UX Study –  Business Analyst”

 

@Innovation_studio 

 

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What is it?

 

In this one 1 -hour session led by our BMC UX Researcher and Designers, observations and interviews will be conducted remotely through
WebEx meeting. Information is capture regarding processes and experiences with our products and services.

 

The goal of these sessions are to:

 

  • Understand your needs for IT help desk requests
  • Understand the current process and the user experience for making IT help desk requests
  • Capture your feedback on a prototype of a concept for an application for making requests

 

When is it?

 

One 60-minute WebEx session, any business day between Monday, June 26th– Friday, July 7th , 60-minutes between 7:00am – 5pm CST

 

Who Qualifies?

 

You qualify for this study IF you make IT help requests AND you fit into one of these three worker types:

 

  • Manager (manage or supervise others)
  • Admin (admin assistant, office manager, executive assistant, etc.)
  • Nor an Admin and nor a Manager                   

 

What you need for the 1:1 sessions?

 

The sessions will be done remotely using WebEx with instructions to dial in for audio. 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: My IT-Digital Workplace”

 

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

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What is it?

 

A BMC user experience researcher and designer(s) would like to have a 60min WebEx session with IT Security, Operations, and IT Configuration Compliance personnel.  Participants will be shown designs or may be given tasks to interact with designs. Participants provide feedback about what they like, dislike/concerns, and missing elements. Usability is observed and captured.  If the RITE procedure is used, then the designs are refined after a few sessions based on findings and retested with the next set of sessions. This iterative process can be repeated several times to further refine designs.

 

The goal of these sessions is to identify and iterate on usability issues within the design interface and interaction framework, as well as identify where the product fails to compliment user behavior, expectations and mental models.

 

 

When is it?

 

60min WebEx session, any time between, Monday, June 5th– Friday, June 23rd

 

 

Who Qualifies?

 

You qualify for this study IF your role might be one of the following:

 

  • IT Security
  • IT Operations
  • IT Configuration Compliance

 

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

 

Your tasks might include one or more of the following:

 

  • Manage/configure security monitoring tools
  • Define configuration management policies, rules, and remediation content
  • Regularly scan configuration items for vulnerabilities/compliance
  • Review/analyze security reports
  • Monitor, assess, prioritize security threats/risks
  • Track remediation life-cycle
  • Route security risks requiring action to endpoint/application owners
  • Approve/schedule endpoint remediation

                      

 

What you need for the 1:1 sessions?

 

The sessions will be done remotely using WebEx with instructions to dial in for audio. 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:

“User Experience Study –  SecOps Response & Policy User Design Sessions”

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