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BMC Customer Support Community

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Computer Education Management Association – Europe (CEdMA Europe)
is the premier organization for training executives, managers, and professionals
on a management path within hardware and software companies. CEdMA Europe
includes over 200 individual members representi
ng over 50 technology companies.

We are excited to announce that CEdMA Europe has awarded BMC Software its Impact Award for a new delivery
method called Assisted Self-Paced (ASP) training. The Im
pact Award is bestowed for creative thinking and
out-of-the-box approaches and recipients must prove the idea via an actual executed project, not just an idea.  Key
criteria for making the award is the measurable impact the change has made in terms of revenue, profitability or marked
improvement in satisfaction. According to Tony Coates, Chairman for CEdMA Europe, “What BMC demonstrated to
the Board of CEdMA Europe was that when faced with a challenge, but determined to provide exemplary service to
Customers and Partners alike, BMC was brave, pragmatic and ambitious in the changes it made to its training offering.
And above all else, it acted fast. The Board was impressed most of all by the positive results.”

The BMC Education Services team rolled out the new ASP delivery method last year. The ASP format combines
recorded instructor-led videos, e-book materials, hands-on experience in virtual labs, as well as scheduled, focused
appointments with highly experienced instructors. This new delivery method allows individual students to learn BMC
technologies the way they want to, anytime and anywhere.

“The ASP format offers great flexibility by allowing our customers to schedule in-depth and hands-on training 24/7”
said Dirk Braune, Director Portfolio and Development, BMC Education.

Congratulations to the Education team on winning this prestigious Impact Award! 

For more information about ASP learning, visit our web site here.

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We have recently released a new version of the product alert subscription interface. This is the interface where you can control which official, technical emails you receive for your BMC products. The old interface was a little difficult to use and so we have released a new design with some great new features:

 

What's new?

 

The product alert subscription interface now looks significantly different as you can see in these screenshots.

 

Old vs. New

 

Product Alerts subscription - old to new.png

 

FeatureScreenshot

Product Search functionality

 

This allows you to search for a product and subscribe instantly to the alert without scrolling through BMC’s entire product portfolio.

Product Alert subscription - Search.png

Your BMC product alert subscriptions

 

You can review your current subscriptions here and unsubscribe by using the slider switches.

Product Alert subscription - your subscriptions.png

Your supported BMC products

 

This section will display the products that your company owns and that you are entitled to download, with a single button for subscription.

Product Alert subscription - your supported BMC products.png

Chat

 

Additionally, this new product alert subscription application will offer the chance to chat with our Customer Care team for instant query resolution.

Product Alert subscription - chat.png

Help

 

You can see a description of the various product alerts that BMC sends and get some help on using the interface by clicking the 'Product Alert types' or 'Help' buttons.

Product Alert subscription - help.png

 

We continue to work on improving product alerts. In particular we are working on improving the layout and content of the emails that you receive through this system and process. Internal changes will make creating the emails easier and more intuitive for our writers as well, thereby improving the quality of the content.

 

Feedback is welcome as always!

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BMC Education is pleased to introduce a new subscription services by product.  This new service will allow our customers

and partners to control their education investment. The first subscriptions are for TrueSight Operations Management and are

available for use.

 

Subscriptions provide a one-stop-shop for customers and partners to have continuous access to the entire Education portfolio.

New content and the latest updates are automatically added to the subscription at no additional charge. Plus, you get exclusive

Education services all at a price that is up to 60% off the price of purchasing courses separately.  The Subscription Service

provides two levels called Explore and Ultimate. BMC is offering the Explore level subscription for free.

 

Explore is the first level subscription and enables our customers to better understand the key features, benefits, and functionalities

of BMC solutions. It includes several hours of content including: overview training, skills assessment as well as some “how-to videos”.

For customers who desire access to all TSOM education material, they can purchase our Ultimate subscription which is our second

level. Ultimate allows customers and partners to acquire all required skills to successfully deploy, configure, admin, operate,

support and optimize BMC products. It includes all existing BMC Education offers for the product (Web-based Training,

Assisted Self-Paced courses, Instructor Led live or online training, Accreditation and Certification courses).

 

 

To request your free Explorer subscription or register for the Ultimate subscription, please visit the links below:

 

Additional subscription opportunities will be released in the near future. If you have questions about subscriptions, please

contact a BMC Education Adviser.

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The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

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License.BMC.com is here!

You can access your Product Licenses and Products here.

If you have not already done so, register with BMC Support Central to get your credentials.

No action is required if you are already registered.

 

Track-It! FootPrints service desk Client Management

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BMC Education is offering subscription services by product to allow our customers and partners to control their education investment.

 

Benefits of subscriptions:

  • Continuous access to entire education portfolio for one product including all courses and certification exams
  • New content and latest releases automatically added at no additional cost so your subscription is always up to date
  • Access exclusive education services e.g. 6 hours instructor coaching
  • Save up to 60% over the cost of purchasing the same content separately
  • One-stop-shop to a complete product portfolio of education
  • Train on what you need, when you need it, and how you want to access - multiple learning options (ASP, WBT, Instructor Led)

 

The Subscription Service provides 2 levels:

  • Explore”: the first level is free and teaches our customers and partners to better understand the key features, benefits, and functionalities of BMC solutions. It includes a few hours of content incl. overview training, skills assessment and some “how to videos”.
  • Ultimate”: the second level is fee based and allows customers and partners to acquire all required skills to successfully deploy, configure, admin, operate, support and optimize BMC products. It includes all existing BMC Education offers for the product (many days of Web based Training - WBT, Assisted Self Paced - ASP, Instructor Led live or online - ILT/ILO, Accreditation, and Certification).

 

The first subscriptions are for TrueSight Operations Management and are ready for purchase. If you want to learn more about or register for the TSOM Subscriptions, please click the links below:

 

Other subscriptions will be released in the near future. If you have questions to subscription, please contact a BMC Education Adviser.

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Recently, one of BMC's customers asked:Why can't there simply be a list of all available patches, service packs, etc. for each version listed in one place and a simple link to access it?

 

We're glad to announce that BMC launched exactly that feature at the beginning of 2017. Much of our documentation now uses those direct links, negating the need to search for downloads. You'll find these direct "deep-links"; in knowledge articles, email notifications, community content and, best of all, on our new product support pages. Find your product in the product support pages listing and expand the download section to try one of the deep-links out.

 

Our documentation writers and support staff are now using this method of linking to downloads in all our recently produced documentation.

 

When you follow one of these links you will see a new, cleaner interface for our download center:

EPD deep-link, customer view.png

 

Please let us know if you have any feedback on this new feature.

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The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

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IS&T and Customer Success have just launched over sixty new product support pages that bring together product information, knowledge articles, Community posts, downloads and much more. These pages bring the most relevant product information for any given BMC product into a single location. Pages are product and version specific.

Product Support page - Remedy AR.png

BMC's most popular products have a page available, through a simple predictive search field and A-Z listing, sorted by product line:

Product Support landing page-short.png

Some of the features that the pages offer are...

  • Version specific information:

Product Support pages - version dropdown.png

  • An easier way to sign-up for product alerts / proactive notification emails:

Product Support pages - proactive notifications.png

  • Product life-cycle information:

Product Support pages - lifecycle info.png

  • Easy access to case management:

Product Support pages - case management.png

  • Easy access to product specific search results via our company-wide search tool:

Product Support pages - search.png

  • Expandable sections

Product Support pages - expandable sections.png

  • Direct access to specific documentation areas:

Product Support pages - documentation section.png

  • Answered questions:

Product Support pages - answered questions section.png

  • All the ‘How-to’ videos for this product in one place:

Product Support pages - video section.png

  • The most recent knowledge articles for the product:

Product Support pages - Knowledge section.png

  • Immediate click-through to the exact downloads and patches for the product and version:

Product Support pages - Downloads section.png

  • A richly-featured Communities section:

Product Support pages - Communities section.png

  • A built-in feedback mechanism, so you can let us know what you think

Product Support pages - Feedback.png

If you have any feedback about the pages, we would love to hear from you! Please leave any thoughts below or, better still, on the pages themselves in the feedback section.

 

Many thanks!

 

Including product communities for visibility Server Automation Client Management Discovery / ADDM FootPrints service desk Mainframes Solutions MainView Digital Workplace / MyIT Remedyforce Track-It! TrueSight Operations Mgmt TrueSight Infrastructure Mgmt TrueSight Capacity Optimization Remedy AR System Remedy ITSM Atrium CMDB Atrium Orchestrator Cloud Lifecycle Mgmt Remedy OnDemand TMART TrueSight Middleware Mgmt TrueSight App Visibility Manager Database Automation Network Automation TrueSight Vulnerability Mgmt Solutions for DB2 MLC Software Cost Optimization MainView

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Change is coming for Track-It! , FootPrints service desk, and Client Management customers!

 

WHAT IS HAPPENING?

In early 2018, the “Numara Support site” (Support.NumaraSoftware.com) will be replaced by a new site. The new site will be integrated into BMC Single-Sign-On, and will provide a better customer experience.

 

HOW CAN YOU PREPARE?

  • If you have not already done so, register with BMC Support Central to get your credentials to the new site. (NOTE: Support.NumaraSoftware.com credentials will not work)
  • Once registered, subscribe to BMC Proactive Notifications
  • Keep an eye out for future updates
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As part of BMC’s continued focus on improving the online experience, we have improved the Create Case feature to better display Possible Solutions as you enter details for the case.

The list of possible solutions are now presented on the right side of the case form and updated as you enter the Product, Subject, and Description to display the most relevant solutions  that resolve known issues.   Matching search terms from the case are displayed in bold so you can see why they were selected.   You can click on a page to display only content from a specific source (such as Knowledge Base, Documentation etc), and clicking on a possible solution opens it in a separate tab so you do not lose the details of the case you are creating. 

 

We also adjusted the algorithm to prioritize possible solutions which are most relevant and most often used by Support to solve cases,   We believe the better visibility and prioritization of possible solutions will lead to greater success in helping you get the answers you need faster.

 

Possible_Solutions_new.jpg

 

We are always looking for ways to improve the online support experience. If you have comments or feedback, please add them below.

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A large education offer like BMC´s training and certification program with more than 200 courses and certifications can sometimes look confusing. You

might ask yourself, which courses and certifications you need based on your role and responsibilities and in which order you should take them.

 

The education team has designed new graphical learning paths for our course pages on BMC.com and just released them for the major products a few

days ago. The graphical learning paths will provide a great overview of the courses by product, version and role. They will also highlight which training

courses BMC recommends and provide the recommended order and possible alternatives.

 

Below is an example of the new graphical learning path for BMC TrueSight Operations Management 10.x:

 

Which Learning Paths Have Been Released?

 

You can access the learning paths page on the BMC education web page by the clicking the link below.

http://www.bmc.com/education/courses/find-courses.html#filter/%7B%22type%22:%221%22%7D

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BMC Education has crCertified_Expert_hires.jpgeated a new level of certification, the Certified Expert. The BMC Certified Expert level builds upon the Certified Professional credential enabling experienced customers, partners, and employees to reach the next level of skills needed to deploy, configure, operate, and support complex BMC solutions. The first four Expert Level courses are:

 

 

Each Expert Level course includes 3 days of intensive hands-on experience, a one-hour Q&A session with a BMC top product expert, and various topics around integration, troubleshooting, tips and tricks, and deeper dives in various topics.

 

For more information on BMC Certifications, please visit our Certification web site or read our brand new certification program guide.

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To ensure our ability to continuously support our customers, BMC conducts annual Business Continuity tests on all our corporate systems. Our 2017 test will be conducted between August 18th and August 26th.

 

On Friday, August 18th from 10:00PM CT until approximately 7:00AM Saturday, August 19th (0300-1300 Saturday UTC), BMC will redirect all corporate services to our secondary data center.

 

During a period of extended testing on Saturday, August 18th from 7:00AM CT – 10:00PM CT (Saturday 1300 - Sunday 0400 GMT), our Legacy Numara and Service Desk Express (including Remedyforce) web sites will be unavailable. These sites contain only legacy data, our current Case Management and Knowledge search services will be fully functional.

 

On Friday, August 25th from 10:00PM CT until approximately 7:00AM Saturday, August 26th (0300-1300 Saturday UTC), BMC will redirect all corporate services back to our primary data center.

 

Support Central services which will be unavailable during the two service redirection periods include:

 

Electronic Product Distribution (EPD)

 

Product Availability and Compatibility (SPAC)

 

E-Fix

 

All self-service licensing

 

New Customer registrations

 

Customer Profile updates

 

Viewing Historical Support Cases

 

Searching for content which requires authentication to view

 

Services will be redirected between data centers incrementally, so you may experience interruptions of various bmc.com and Support Central services at any time during the two redirection periods.

 

If you encounter a critical problem at any point during this exercise, please phone our Global Contact Center

 

We appreciate your patience as we confirm the reliability of our corporate systems and our Business Continuity Plan.

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Check out our new version of License Utility!!

 

  1. Supporting license reporting for one of the most demanded product - TrueSight Ops. Management (TSOM).
  2. Added latest version support for Eight existing product with advance mechanism for sub-set of this products.
  3. Interesting strong features for easy of use to our customers.
  4. BMC product name changes per legal direction.

 

Visit BMC License Usage Collection Utility Version 4.6.00  for free download.

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