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BMC Customer Programs

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

This study will be conducted remotely via 2-hour Skype meeting (or WebEx should you prefer). Participant/you will be asked about your role,

your goals, and to share your screen while showing in detail your daily processes. Along the way, you will be asked to describe your user experience

(likes, dislikes, concerns, gaps and needs).

 

The goal of this study is to understand the current user experience, needs, and ITSM processes of Telecommunication customers to learn how we can

improve the user experience of Telco customers.

 

 

When is it?

Tuesday, July 23rd - Friday,August 30th. Any 2-hour time window between 5:00 AM – 7:00 PM CST (or any time after 12:00 PM CET)

 

 

Who Qualifies?

We are looking for professionals who work in telecommunication industry. You qualify to participate if you meet any one of the following personas:

 

  • Incident Manager, L 1 Service Desk Agent | Incident Management Remedy ITSM
  • Change Manager, Change Coordinator | Change Management Remedy ITSM
  • Problem Coordinator, Problem Manager | Problem ManagementRemedy ITSM
  • Asset Manager | Asset Management  Remedy ITSM
  • Operations Manager, Network Operations Center (NOC) Engineer | Operation Mgmt  Remedy ITSM
  • Configuration Manager | Configuration Management  Remedy ITSM

 

What you need for the 1:1 session?

 

You will need to be able to attend a 2-hour Skype for Business meeting.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with email subject line:  “UX Study: Telco ITSM Processes and User Experience"

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What is it?

We are gathering UX feedback on select BMC products and need your input. This is the first time we use this particular survey,

so we’d also like your feedback on the survey as well.  You’ll find a link to the survey at the end of this post, which will only take a few
minutes to complete.

 

The goal of this survey is to capture user feedback on a small set of BMC products and user types using a single survey,

and to capture feedback on the survey itself.

 

When is it?

Thursday, July 18th – Tuesday, July 23rd, any 3-5minutes of your time.

 

 

Who Qualifies?

We are looking for Admins or Users for these applications:

 

 

You qualify to participate if you meet any of following criterion:

 

- L1 Service Desk Agent or Lead

- Primarily use Smart IT service calls/requests

- Have used Smart IT for at least 3 months

- Use DWP/MyIT to submit requests and tickets

- Have used DWP/MyIT for at least 3 months

 

 

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: http://bmc.co1.qualtrics.com/jfe/form/SV_3wStOyYiAKisEMl

 

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What is it?

We are conducting UX research to understand more about what determines your experience using BMC products and solutions, and we need
feedback from members of BMC Community. This research will be conducted through an online survey. At the end you will find a link to a brief survey.

It will only take about five minutes to complete.

 

The goal of this online survey is to identify the user experience qualities that reflect the expectations of the end users of BMC products.

 

 

When is it?

Thursday, July 11th– Tuesday, July 16th. Any 3-5 minutes of your time.

 

 

Who Qualifies?

We are looking for Admins or Users for one or more of the following applications:

 

 

 

What you need for this online survey?

Please complete the brief survey in the link below – Tell us what you think and many thanks in advance!

Survey link: http://bmc.co1.qualtrics.com/jfe/form/SV_40YFl5PDbKgjQpf

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This study is being extended to August, 9th. It will be conducted remotely via a 90-minutes Zoom Meeting session. The participants will be given tasks to

complete with an interface. Measures of Efficiency, Effectiveness, and Satisfaction will be collected. We want to identify

whether usability issues exist and to capture those issues.

 

The goal of this study is to understand the need of users when creating a view and/or workflow in the Innovation Studio.

 

 

When is it?

Wednesday June 26th - Friday, August 9th. 90-minutes between 6:00 AM – 5:00 PM CST (or any time after 1:00 PM CET)

 

 

Who Qualifies?

 

We are looking for non-technical Business Analysts who have NO experience of codes, scripts, coding languages.

 

You qualify to participate if you perform met at least one of these requirements:

 

- Use OR consider using a non-coding platform to create web applications

- Understand business needs and client’s requirements

 

 

 

Note: You will NOT qualify to participate if you:

  • Build applications by writing code
  • Are engaged with BMC or consultant, middle person who works with client in purchasing, procuring, and licensing

          of Innovation Studio.

 

 

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: Helix Platform Usability Testing –  Business Analyst”

 

 

BMC Helix, BMC Helix (BMC and Partners), BMC Helix User Group - Central Region

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What is it?

This study is being extended through August 9th. It will be conducted in remotely via a 90-minutes Zoom Meeting session. The participants will be given tasks to complete

with an interface. Measures of Efficiency, Effectiveness, and Satisfaction will be collected. We want to identify whether usability issues exist and to capture those issues.

 

The goal of this study is to understand the need of users when creating a view and/or workflow in the Innovation Studio.

 

 

When is it?

Wednesday June 26th- Friday, August 9th. 90-minutes between 6:00 AM – 5:00 PM CST (or any time after 1:00 PM CET)

 

 

Who Qualifies?

We are looking for professionals who are Tenant Administrators BMC Helix, BMC Helix (BMC and Partners) BMC Helix (temp community)

 

You qualify to participate in this study if you are performing any of these tasks:

  • Create and manage users and groups
  • Manage user access permissions

 

Note: You will NOT qualify for this User Study if you are professionals who are engaged with BMC, or if you are consultant,

middle person who works with clients in purchasing, procuring, and licensing of Innovation Studio.

 

 

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: Helix Platform Usability Testing – Tenant Admin”

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What is it?

In this 60-minute 1:1 UX session, observations and interviews will be conducted remotely via a Skype for Business meeting.

During this session, information is capture regarding processes and experiences with our products and services.

 

The goal is to understand user needs and preferences related to the most relevant KPIs that will be displayed in a new

dashboard for a Cloud Manager (KPIs that measure success, overall compliance posture for cost and security, actionable insights

aggregated from all cloud services at same place,etc.).

 

 

When is it?

Monday, June 10th - Friday, June 21st. Any 60-minutes between 7:00 AM – 5:00 PM CDT (or any time after 1:00 PM CET)

 

 

Who Qualifies?

We are looking for Cloud Administrators, Cloud Managers, Cloud Operation Engineers who monitors cloud resources for uptime,

security and code violations, and act on security breach and alerts.

 

You qualify for this study if you meet any of the following descriptions on the goals, and tasks you perform:

 

Your goals are to:

- Support application teams in deploying applications

- Optimize resources when possible without performance impact

- Monitor cloud resources for uptime, security and cost violations

- Act on security breaches and alerts

- Maintain backups and setup disaster recovery mechanisms

 

The tasks you perform: 

- Collaborate with application development teams to provision/update cloud environments.

- Create governance template (cost, security, performance, business continuity) based on type of

  users, environment, cloud, regulations.

- Continuously monitor environments for governance breaches

- Raise alarms to appropriate teams in case of governance breaches

- Remediate governance issues in collaboration with application teams

- Take optimization actions when appropriate

- Approve cost saving automation

- Plan and report upcoming infrastructure needs for budget calculations

 

What you need for the 1:1 session?

You 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 an email subject line:

“UX Study – TrueSight Cloud Security Dashboard” 

TrueSight Cloud Operations TrueSight Vulnerability Mgmt 

 

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What is it?

In this 60-minute 1:1 UX session, observations and interviews will be conducted remotely via a Skype for Business meeting. During this
session, information is capture regarding processes and experiences with our products and services.

 

The goal is to understand user needs and preferences related to the most relevant KPIs that will be displayed in the business value dashboard

for an executive persona, who aim is to see the business value for investment.

 

 

When is it?

Monday, June 10th - Friday, June 21st. Any 60-minutes between 7:00 AM – 5:00 PM CDT (or any time after 1:00 PM CET)

 

 

Who Qualifies?

We are looking for Executive who makes decision on whether to buy a product for reducing cloud expenses and for

enforcing security compliance on cloud environment.

 

You qualify for this study if you meet any of the following descriptions on the goals, and tasks you perform:

 

Your goals are to:

- Maximize cloud investment

- Optimize multi-cloud resource use and cost

- Eliminate wasted spend

-  Prevent budget over-runs

 

The tasks you perform are:

- Asses the current state of operations across teams

- Develop standards and controls for operations

- Select tools to support and implement best practices

- Plan for upcoming budget period

- Report on cost savings using TrueSight Cloud Cost tool (or a different tool)

- Inform team about initiatives for which they would need cloud infrastructure

- Negotiate better contracts with Amazon Web Services (AWS), Azure, and/or

  Google Cloud Platform (GCP)

 

 

What you need for the 1:1 session?

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 an email subject line:

UX Study – TrueSight Cloud Cost Dashboard”  @Truesight

 

TrueSight Cloud Operations

 

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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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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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