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BMC Customer Programs

44 Posts authored by: Launa Nguyen Employee
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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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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

 

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” 

BMC Helix Cloud Security & Cost 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

 

BMC Helix Cloud Security & Cost

 

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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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