Skip navigation
Share:|

Members of BMC Customer Support work with product diagnostics frequently to diagnose issues, find root causes, and recommend plans of action to correct them.  We use this expertise to drive improvements in the product and product documentation, but this is another area where we have been sharing our expertise on BMC Communities.   In many of these activities there are multiple ways to approach the goal. Activities are often delegated, scheduled, and prioritized differently.  Hence, there is no one-size-fits-all methodology, but our articles share the best practices which have been successful in our experience, and we invite feedback and discussion.

 

Technical Success Plans highlight useful practices for technical staff to consider for successful usage of an application.   Example include:

  • Maintenance activities
  • Diagnostic health checks
  • Diagnostic procedures
  • Archiving practices

 

These documents are posted in the appropriate product community, using a label of either tsp or technical_success_plan.


Search for Technical Success Plan documents on BMC Communities

Jesse Richardson

Connect with Webinars

Posted by Jesse Richardson Moderator Sep 21, 2013
Share:|
Share:|

What are Top Knowledge Article documents, and Top Knowledge Article Lists and why are they posted on BMC Communities?

 

BMC Customer Support uses a Knowledge Base to record solutions to questions, issues and requests. We have several processes to ensure the knowledgebase is updated including:

  • Reviewing knowledge articles for technical accuracy
  • Publishing knowledge articles after review
  • Updating knowledge articles when additional information is discovered
  • Updating the description of symptoms to ensure the knowledge articles can be found easily
  • Using frequently viewed knowledge articles to drive improvements in our products and documentation

 

KCS.jpgIn many cases, community members only think to search the knowledge base after encountering a specific issue.  Posting Top Knowledge Articles in the community is an effort by BMC Customer Support to make these articles more widely known, because they are either frequently used by Customer Support, we expect them to be frequently encountered, or when they provide information which can be useful to a large number of customers.  The goal is to be proactive and make this information as widely as possible so the community can get value from this knowledge before they need it.   These documents can come up when searching on a topic in BMC Communities, and community members can post comments on them based on their experience.

 

Top knowledge article lists, on the other hand, are a list of the Top 10 or 20 or 5 knowledge articles that are most relevant over the last few months. These lists are updated periodically as new knowledge articles become more commonly used and others fall off the list. If you follow these documents, you will receive a notification when they are updated, which is a good way to stay on top of new KAs of interest.


These documents are posted in the appropriate product community and provide a link to the knowledge article for the actual solution so it will always have the most current information.  It does require a login to the BMC Customer Support site to access the content of the knowledge article.

 

Top KA documents use the top_ka tag, and include Top KA in the title.

Top KA List documents use the top_ka_list tag, and include Top N Knowledge Articles in the title.

 

Search for top knowledge articles on BMC Communities.

 

Search for top knowledge article lists on BMC Communities.

 

List of top knowledge articles lists organized by product line

Share:|

Some product communities have blog posts with the title "Trending in Support" - who creates these and what is the target audience?

 

BMC Customer Support speaks each day with many IT professionals planning, implementing, using or administering BMC Software applications and solutions.  This experience gives us a perspective on what is trending in product usage.  The goal of the blogs is to share that experience on BMC Communities by picking a topic to explain in greater depth.  Potential topics may include:

 

  • Explaining symptoms that have many possible causes
  • Undocumented ways to accomplish an objective
  • Understanding how a feature works, its configuration, and  implementation trade-offs
  • Diagnostics for monitoring and investigating a type of product issue
  • Keys to success and useful resources for preparing for a particular task

 

Thoughts and suggestions are always those of the author and do not necessarily represent BMC Software's position, strategies or opinions.  The goal of these articles is to explain topics differently from other information sources and share insights from the author that may help others in the community.  We welcome feedback on the articles.  The community provides a good place to share different perspectives and ideas on topics, and providing these will enrich both the author’s perspective and other community members who view the article.

 

Trending in Support blogs - formerly named "Pulse Blog" - are posted in the applicable product community, and use the label “trending_support” so you can find similar content by searching on that label.

 

Search for Trending in Support blogs on BMC Communities

 

You can also find Pulse Blogs by product line by Follow'ing the docs listed below, so you will receive notification when new ones are added:

 

BMC Remedy Support Blogs

 

BMC TrueSight Support Blogs

 

BMC BladeLogic Support Blogs

 

BMC Cloud Lifecycle Management Support Blogs

 

BMC Application Management Support Blogs

Filter Blog

By date:
By tag: