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BMC Customer Programs

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

 

In this one 75-minute WebEx session, led by our BMC UX designers and researchers, observations and interviews will be conducted.

Information is captured regarding processes and experiences with our products and services.

 

The goals are to understand user’s:

 

- Roles and responsibilities in such domain as “end user performance monitoring”, “application monitoring”,

  “digital experience monitoring”.

- Typical day, needs, gaps, pain points in the current role, and/or with a current software users are using.

- Use of different software, tools; and how user’s ecosystem looks like.

 

This will help us build a better product that will enhance your experience when monitoring systems at your work place.

 

 

When is it?

 

Monday April 24th – May 18th 

A 75min WebEx session, any time between 8:00 am – 5:00 pm CDT

 

 

Who Qualifies?

 

You qualify for this study IF your role could be, or something similar to one of the following:

 

- IT Operations (specialist, engineer, manager)

- Customer Manager

- Application Manager

- IT Manager/Director

- Performance Architect

- Performance Engineer

- - - - - -  AND - - - - -

 

2 or more of the following describes job tasks that you do or are tasked in doing:

 

  • Analyze and optimize your customer’s experience by monitoring every step of the user journey on your web application (website,apps).
  • Continuously track your website/web application's load time, analyze your data and find issues that affect your customers end-user-experience.
  • Collecting metrics at the browser level to accurately determine the application performance as perceived by the end users.
  • Detects common architectural, scalability, and performance problems in web applications.

 

 

What you need for the 1:1 session?

 

You will need to install WebEx software on your computer. This session 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 Integrated Products, DXM”

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What is it?

 

In this one 75-minute WebEx session, led by our BMC UX designer and researcher, observations and interviews will be conducted. Information is captured regarding processes

and experiences with our products and services.

 

The goals are to:

 

- Understand your job and how you use the tools to maintain, manage and analyze incidents and trouble tickets.

- Know what features you like, dislike, and what features you wish it had in the tool you use currently.

- Understand how we can design a truly effective, useful, and easy to use application for Service Desk Management and Analytics.

 

 

When is it?

 

Monday April 24th – May 18th 

A 75min WebEx session, any time between 8:00 am – 5:00 pm CDT

 

 

Who Qualifies?

 

You qualify for this study IF your role could be, or something similar to one of the followings:

 

- Administrators

- IT Infrastructure Manager

- IT incident management senior team leader

- Service manager

- IT services

- - - - - -  AND - - - - -

 

  • 4 or more of the following describe job tasks that you do or are tasked in doing:
  • Create tickets via email, phone calls, and a web-based self-service portal and manage and track all tickets using a defined protocol.
  • Analyzes issues by different data specifications such as customer, category, priority, risk to the infrastructure; and creates reports.
  • Analyses the tickets based on details such as department, level, mode, priority requester, technician, category, and request date.
  • Apply dat analytics/computations/ data visualization to get a better understanding of the incidence/tickets.
  • Log problems from the pool of incidents and combines similar incidents to the problem.
  • Improve resolution time by assigning tickets to the respective technical team.
  • Attempt to fix the error efficiently at the first time to avoid any future build-up of emergencies.
  • Create temporary workarounds until a permanent fix is finalized.
  • Proactively identify the future tickets and fix issues causing customer frustration.
  • Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
  • Publish technical knowledge based articles and maintain a library of those articles.
  • Export reports in in HTML, CSV, PDF, and XLS and distribute to key stakeholders.

 

 

What you need for the 1:1 session?

 

You will need to install WebEx software on your computer. This session 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 Integrated Products, SDA”

 

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What is it?

 

In this one 1 ½ -hour session led by our BMC UX designers, observations and interviews will be conducted remotely. Information is capture
regarding processes and experiences with our products and services.

 

We want to learn from actual users: how they use the tool, what they like and don’t like, concerns they may have, how they expect to use it in the future. The goal of this session
is to understand how to best meet the needs of the users.

 

 

When is it?

Monday, March 20th – Friday, March 24th.  Any 1 ½ hour between 7:00am – 5:00pm CST

 

 

Who Qualifies?

 

You qualify for this study, IF you use or work directly with BMC Discovery to do at least 3 of the items below:

 

  • Use the Discovery UI to view dependency modeling of IT infrastructure
  • Use the Discovery UI to maintain dependencies
  • Use the Discovery UI to view data, reports, and queries
  • Use the Discovery UI to Maintain and manage the discovery settings
  • Use the Discovery UI to Maintain and manage the security settings
  • Use the Discovery UI to Maintain and manage “Appliance” item settings

 

Your job title may or may not be similar to one of these:

 

  • Operations/system engineers (primary)
  • Infrastructure engineers (primary)
  • Security operations (primary)
  • Application administrator (primary)
  • Configuration/Asset managers

 

 

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: “User Experience Study:Remote Session - BMC Discovery”

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What is it?

 

In this 1-hour 1:1 WebEx session led by our BMC UX designers, interviews are conducted with internal subject matter experts to understand thing like processes , systems, or/and personas.

 

The goal is to understand how people use (or would like to use) Agile Development tools like JIRA and Rally in their Change and Release Management Processes.

 

 

When is it?

 

Thursday 2/9/2017 – Friday 2/17/2017

 

 

Who Qualifies?

 

You qualify for this study/survey if you are Change and Release Managers who use, or would like to use Agile Development tools like JIRA and Rally in your Change and Release process.

 

What you need for the 1:1 session:

 

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: “User Study: Cloud Change and Release Management – Agile Development Tools”

 

 

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What is it?

 

In this 1-hour 1:1 WebEx session led by our BMC UX designers, interviews are conducted with internal subject matter experts to understand thing like processes, systems, or/and personas.

 

The goals are to better:

  • Understand what people would want in a Change and Release Calendar.
  • Understand how people interact with others around these changes within organization and with theservice provider.
  • Understand Managing Change and Release for SaaS applications.

 

When is it?

 

Thursday 2/9/2017 – Friday 2/17/2017

 

 

Who Qualifies?

 

You qualify for this study/survey if you are Change and Release Managers who use/work with Change and Release for Saas Applications.

 

 

What you need for the 1:1 session:

 

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: “User Study: Cloud Change and Release Management – SaaS Applications”

 

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What is it?

 

TrueSight Intelligence is a data visualization product that is used to compare and correlate metrics used
to monitor and track KPIs, events, and impacts. It identifies trends, patterns, and correlations of performance data.
This type of tool could be used by but
not limited to job roles such as, Business Analysts, IT Managers, System Programmers, and Service Owners.

 

In this 1-hour session led by our BMC UX designers, participants in TrueSight Intelligence study 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.

 

The goals are to:

  • Gather user feedback on early designs and insights on concepts for TrueSight Intelligence. 
  • Capture usability issues, likes, dislikes, concerns, and missing elements.
  • Ensure that the designs are truly useful and easy to use.

 

When is it?

 

October 2016 – January 2017

A 60min session, between 7:00 am – 3:00pm PST.

 

Who Qualifies?

 

You qualify for this study IF your role could be or something similar to one of the following:

Business Analyst, IT Manager, System Programmer, Service Owner.

                                                – AND –

3 or more of the following describes job tasks that you do:

 

  • Analyze high volume of IT operation and business data.
  • Compare the IT infrastructure with business event and impact and revenue costs and risk.
  • Get a complete and accurate data picture to understand the scope of application performance over different time period.
  • Identify trends, patterns, and correlations across current and past performance data.

 

 

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:
“TrueSight Intelligence / A Data Visualization Tool”

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What is it?

 

In this 1-hour 1:1 session led by our BMC UX designers, participants will be shown designs and asked for feedback. Observations
and interviews will be conducted remotely. Information will be captured regarding processes and experiences with our products and services.

 

The goals are to find out:

  • Whether the Release Management module meets customer needs.
  • Whether it is efficient, effective, and understandable.

 

 

When is it?

 

Monday, October 24th – Friday, November 4th.

An hour period, between 8:00am – 5:00pm PST.

 

 

 

Who Qualifies?

 

You qualify for this study IF you are:

  • Release Coordinator, and
  • Who use the Release Management module of ITSM on a regular basis.

 

 

What you need for the 1:1 session?

 

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: “Smart IT 1.6 User Study”

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What is it?

 

What is it?

 

TrueSight Intelligence application is a new Data Visualization Tool that allows a user to look at trends, compare metrics over time, and view correlations between metrics.

This type of tool could be used by but not limited to job roles such as, Business Analysts, IT Managers, System Programmers, and Service Owners.

 

Participants in TrueSight Intelligence study 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.

 

The goals are to:

  • Gather user feedback from on early designs for a data visualization tool.
  • Capture usability issues, likes, dislikes, concerns, and missing elements.
  • Ensure that the designs are truly useful and easy to use.

 

When is it?

 

Wednesday, September 14th – Friday, September 16th, any time after 9am PST.

 

Who Qualifies?

 

You qualify for this study IF your role could be or something similar to one of the following:

Business Analyst, IT Manager, System Programmer, Service Owner

 

                                                – AND –

3 or more of the following describes job tasks that you do:

 

  • Analyze high volume of IT operation and business data.
  • Compare the IT infrastructure with business event and impact and revenue costs and risk.
  • Get a complete and accurate data picture to understand the scope of application performance over different time period.
  • Compare multiple metrics or event data over the same time period.

 

 

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: “TrueSight Intelligence”

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