Connect with Remedy - Smart IT Webinar   Q&A

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    Topic:                     Connect with Remedy - Smart IT Webinar

    Presenter:             Peter Adams, Principle Product Manager

      Tom Adrian, Product Development Architect

    Date:                      October 22, 2014

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    Q: On slide 6 (Shared Infrastructure …): “Does "UX" represent a separate server footprint?

    A: Yes. Smart IT is not leveraging mid-tier UX stack. It's a separate technology that in production environments is likely deployed on a separate server. The architecture section of the Connect with Remedy webinar about Smart IT has more information about the Smart IT deployment options.

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    Q: How many languages will be available going forward?

    A: We plan to introduce additional languages for Smart IT in two phases. In the second phase, we plan to support all 10 localizations that Remedy ITSM support today.

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    Q: How often does the Activities on the Dashboard update?

    A: As often as the user refreshes the screen or navigates from another screen to the Dashboard screen.

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    Q: I am only seeing individual assignments in slides .How does group assignment works?

    A: As in today’s Remedy ITSM solution, assignments should mostly be done automatically by the assignment engine, which is the same than the one you use today (based on the same assignment rules). You can assign tickets manually from Smart IT UI - both to support groups and to individuals.

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    Q: What if there are multiple SLAs will there be multiple progress bars to reflect them all (like response / resolution)?

    A: There is only one progress bar, but with multiple dots representing the multiple service targets.

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    Q: Also, how often does the Activity update when looking at an Incident?  Will it automatically refresh if I am on the screen and someone adds an Activity?

    A: Posts by a user will be immediate visible to the user. Other updates will be shown within 1 minute. The screen is refreshed through browser refresh or when users navigate from another screen to the Incident screen.

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    Q: Will we be able to add our own Custom Forms?

    A: Not in the current release. Initially we focus on the out-of-the-box ITSM apps from BMC, with the option to adjust to certain customizations that you may have built (e.g. custom fields). We have a roadmap for custom app development as well.

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    Q: Does the documentation contain architecture/scalability recommendations?

    A: If you are interested in architecture / scalability recommendations, you can start here: https://docs.bmc.com/docs/x/OQDZG.  This is a MyIT 2.1 page, but Smart IT and MyIT are built on the same platform and so a lot of the information applies as well to Smart IT. The Smart IT docs are being updated daily and additional performance sizing will be posted by the end of the month.

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    Q: What about Task sequencing and task templates etc for the incident?

    A: Task sequencing continues to work as it is triggered in the Remedy workflow.

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    Q: Is Smart IT already available on the download center ?

    A: Yes, it is already available. You can get this from EPD today. Look under Remedy ITSM Suite version 7.6.04, 8.0 or 8.1.02.  If you bought Remedy under old licensing model, then you may need to look at Remedy Service Desk 8.1.02 to get the SW. Don’t forget to download as well the new Smart IT patch that introduced iOS 8 support.

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    Q: Is there a way to add other sources of the search feature?

    A: Today, you'd have to integrate these external sources first with RKM, and then they are available in Smart IT. RKM supports a plug-in option for that. In future version, we may add direct search to external knowledge sources, but that's still tbd.

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    Q: Will Remedy Developer Studio be absolute for customizations?

    A: In terms of adding a custom field to Remedy forms, yes, Dev Studio is needed. For the addition of existing custom fields in the Smart IT UI, you don’t need Dev Studio.

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    Q: If you add functionality in Service Desk using filters and server side business rules, these is fully supported with Smart IT?

    A: Filters / server side business rules are processed on the server. So the smart it client would be processing them.  Once the data is written to the DB, then any updated data would be displayed on the Smart IT client.

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    Q: Do you have any infrastructure recommendations yet ? To give us an idea of what is needed for the Smart IT UX Stack and number of concurrent users supported.

    A: Yes we have a base number of ~300 per Smart IT concurrent users, Additional sizing will be published next week.

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    Q: Is there any room to customize the Smart IT front end?

    A: Yes, fields can be added to be displayed in the Smart IT UI. Users can also easily personalize the console (columns, queries, ...). Then there are very nice ways to brand the Smart IT UI.

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    Q: Can we bring Service Requests to MyIT as front end to end user?

    A: If a work order, incident, etc. is created in Smart IT UI and you have the rule enabled to automatically create a corresponding service request, then the service request is generated.  This SR would be displayed in MyIT UI then. So yes, these are the same SRs, based on the same service request catalog (SRDs)

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    Q: We cannot install Smart IT on the ITSM server ?

    A: It is recommended that you install Smart IT on a separate server for 2 basic reasons,  performance and complexity.  If you have the correct environment (Windows 2008 R2)  then as long as you have a big enough environment, this should work fine.

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    Q: Can it show devices in the organization that are down?

    A: Yes, if these devices are stored as CIs and you manage the status via CI status / outages, then you can see status in Smart IT. But you may want to look at other options. If you want to display device status to employees, the MyIT Service Health feature may be a better option.

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    Q: With MyIT, SRM will be obsolete?

    A: No, SRM is used in the backend for MyIT: for service catalog (SRDs), fulfillment process definition, work order application.

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    Q: Is there any restriction on type of fields that we can't add in Smart IT?

    A: For Smart IT fields that are not supported are:

    Custom currency fields

    Fields with dynamic menus

    Table fields

    Custom UI Layouts (Trim, Text etc.)

    Attachment Fields

    View Fields

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    Q: Is client side workflow support, like Active Link?

    A: If you have Active Link workflow, it's probably worthwhile to assess at whether this can (and should) be implemented as filter workflow. That is anyway often recommended from an architecture perspective. Any server side workflow should work with Smart IT.

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    Q: Can we submit Service Request from Smart IT, as we can submit Incident and Work order?

    A: Yes the SRD's are shown in the resources results on the right pane of Smart Recorder, and you can "create service request" after selecting the appropriate SRD with the pin.

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    Q: Will the chat server work with other chat services like Microsoft Lync?

    A: Openfire is currently supported.

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    Q: Will there be a Change Management Module? If the answer is "NO" what replaces it?

    A: Smart IT is designed with specific personas in mind, and for version 1.0 release the target personas were mostly Service Desk related. Other personas can continue to work in parallel with the existing Remedy ITSM UI. In Smart IT 1.0 users can see a summary of change requests related to incidents, but they cannot manage these change requests. Additional personas, incl. change management related personas, are planned for future releases of Smart IT.

     

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    Q: Do you have a target date for release on smartphones?

    A: We have some restrictions around communicating specific dates, but I can say that this is #1 on the priority list and you can expect something coming out soon.

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    Q: Is there a virtual agent for the MyIT / Smart IT?

    A: Yes, the BMC Virtual Agent product certainly fits well in an environment with MyIT and Smart IT. We recently updated the Virtual Agent end user UI. The knowledge based for VA is the same that MyIT / Smart IT uses. Incidents created by VA go into the same incident data store and then can be viewed via Smart IT.

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    Q: Is Openfire a new technology that replaces Virtual Agent chat technology?

    A: No. At this time the end-user-to-agent chat (Virtual Agent) and the agent-to-agent chat (Smart IT) are separate. These are different use cases.

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    Q: With Smart IT there is a requirement for a RDBMS? in additional with ITSM?

    A: There is a need for an additional database, but not for an additional RDBMS.

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    Q: What about notification URLs for Incident and SRM requests, will they now point to SMART IT?

    A: Yes, email notifications for SD users will be enhanced and links to launch the UI from email will point to Smart IT UI.

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    Q: Is Explicit Follow (of tickets) configurable by Admins (like Incident Manager) for all users or personas?

    A: No. Any user that has access to Smart IT (based on their permissions) can follow any objects  in Smart IT, as long as they can see it  (e.g. based on tenancy rules). This is not something that an admin can restrict for specific users.

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    Q: Is Implicit Follow (of tickets) configurable by Admins (like Incident Manager) for all users or personas?

    A: No, "implicit" following is always triggered.. This is not configurable by admin. E.g. if a user is assigned to a ticket, they should get notifications. But users can decide to unfollow an objects that they have been following implicitly.

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    Q: How much control do we have over the Smart IT look and feel?, For example, if a customer has strong internet / intranet branding and wants the tool to follow the company branding guidelines ...

    A: Smart IT has similar branding capabilities as MyIT, for mobile apps you can change the app icons, splash screens and app name, for UC the login and header sections are brandable.

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    Q: Is it possible to run Midtier and UX on the same server, or does UX requires its own server?

    A: Technically possible, if mid-tier runs on same OS platform and enough resource are available, but not recommended for production use.

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    Q: Are warning like the SLA breach part of the standard package or is it a separate product?

    A: There's no separate product for Smart IT. Anything we show in Smart IT around SLT breaches comes with standard ITSM user licenses. Of course you need corresponding ITSM user licenses to setup SLAs etc (which as of today has to be done via midtier based admin UI).

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    Q: Is this using the same chat engine that customers use to chat with agents?

    A: This chat is only agent to agent.  Customer to agent chat is covered as part of BMC Virtual Agent.

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    Q: Is more extensive branding on the roadmap to make this more controllable or do we need to set expectations that clean white is the way to go ?

    A: As the look a feel need to be consistent across the browser and mobile apps, the branding is limited and you are correct to set the expectation of what can be branded.

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    Q: Is MyIT required to use / install Smart IT

    A: No. Note that for convenience, we have moved to a joint installer, so it will lay down the MyIT and Smart IT bits jointly. But you don't need to buy MyIT or use it to use Smart IT.

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    Q: Will Smart IT require purchase of additional app or user licenses?

    A: No. Users who have standard Remedy ITSM user license (e.g. Service Desk User license or ITSM Suite User license - fixed or floating) can use Smart IT. No separate user licenses necessary.

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    Q: Can custom field be set to required?

    A: Yes, if it's set to required on the form, then it will also be required in Smart IT UI, if you add it there.‑

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    Q: Will there be a list of what Remedy workflow items not supported in 1.0?

    A: Not planned at this time, but it’s pretty easy to remember: no client work flow, field validation/active links.

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    Q: Does this have any chance to work with ITSM 7.6.04 SP1? (We are on AR SP4 and ITSM 7.6.04 SP1)

    A: 7.6.04 SP2 is the minimum version we have tested and which is officially supported. If you are on an earlier version of 7.6.04, then it would anyway be recommended to upgrade.

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    Q: Can the fields be added on Overlays, or do they need to be on the base forms?

    A: Overlays are honored and is the best practice.

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    Q: Will the Product Name, ProdCATs and OpCATs be going away?

    A: Those are continued to be supported and it is simpler to use these fields in Smart IT as you can search OR walk the tree.

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    Q: Any plans for MS Lync and/or MS Communicator?

    A: We are continuously evaluating what technologies the market demands. Thanks for sharing your interest in support of MS Lync for chat.

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    Q: What $CLIENT TYPE$ keyword value is used for connection activity via Smart IT?

    A: There are no active links so, therefore, there is no $CLIENT TYPE$ keyword.

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    Q: What is the difference between Base License and Premium License of MYIT2.1.  If locations are only permitted in premium then how to configure appointments in base model..

    A: We suggest that you talk to your BMC sales contact or partner contact. They'll be happy to explain the different capabilities and value of MyIT Base and MyIT Premium.

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    Q: With it now being more mobile, are there any plans, like the past BMC Mobility, for someone to be able to work Offline and then it syncs once the user is back online?

    A: That is something we have discussed, but it didn't make it into Smart IT 1.0 release.  For many customers, network access is pretty pervasive these days. But it is something that we tracking as a requirement for future versions.

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    Q: Does the wireless client support store and forward of info entered into a wireless device when connectivity is lost then regained?

    A: Not in the Smart IT 1.0 release. That is a requirement we have discussed, but it didn't make it into Smart IT 1.0 release.  For many customers, network access is pretty pervasive these days. But it is something that we tracking as a requirement for future versions.

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    Q: How can we track how many IT staff users will access/use Smart IT?

    A: Standard license tracking capabilities of Remedy ITSM apply (in the backend).

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    Q: "Application Templates driven by company not Support Group", the ability to define 'Global' templates was only introduced in 8.1 SP2, so which Templates are shown? Does it override the 'Authored For' definitions?

    A: The query makes use of the customer company and the service provider company of the agent.  We also look for templates that are Global, so it will make use of that where it is defined.  It will get the company based on the authored for definition in the ITSM backend.

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    Q: When a Service Desk Agent logs a service request for a @user, are they restricted by the entitlement of that @user?

    A: Yes, the request templates (SRDs) that are proposed after identifying the customer and entering the description are taking entitlements into account.‑

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    Q: Will Smart IT Mobile be supported on BB10 infrastructure? 

    A: Maybe in future releases. We are continuously evaluating what technologies the market demands. Thanks for sharing your interest in support of Blackberry 10.

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    Q: I did not understand where the equivalent of the mid-tier for ITSM is found in the Smart IT architecture. Can you explain?

    A: The Mid-tier still will exist for supporting those use cases and personas that we don't support in Smart IT.  For Smart IT, it is the Smart IT server that provides the interaction between the UI and the AR System backend.

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    Q: Will Asset Management be able to do Modify All updates?

    A: For 1.0 the asset interface will allow updating status, location and people information.  But not bulk updates as of yet.

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    Q: How will we get around the absence of dynamic menus?

    A: For Smart IT 1.0 there is no way to add custom menus built on values from other fields to Smart IT screens via configuration.  This is something that we are considering to enable in future releases.

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    Q: Business Rules can't be built in the current version. This looks like a show stopper to move to Smart IT. Any plans to allow business rules customization in the near future ?

    A: Remedy with Smart IT can certainly be used by companies who have implemented custom business rules. Companies that use the out-of-the-box features of Remedy to configure custom business rules for approvals or assignment can use Smart IT. Companies that have implemented business rules as custom server-side workflow (filter, escalations, service, etc.) can use Smart IT. Even if the existing Remedy ITSM UI has some client-side workflow for implementing custom business rules, Smart IT may provide some value for certain user groups. So, we don’t see this as a show stopper. Let us know on the BMC Communities what types of client side workflow would be important to support Smart IT.

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    Q: What is the difference between MyIT 1.0 and MyIT 2.0.0.1?

    A: Please talk to your BMC sales contact or partner contact to learn about the exciting new features of MyIT 2.0. Lots of great, innovative ways to do self-service.

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    Q: What are the development technologies used to build Smart IT client?  BMC custom made tools? Some special tools from other vendors? Like Borland Endeavor?

    A: The Smart IT web client is built using the Angular development tools.

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    Q: Is Smart IT / MyIT available to the RoD platform?

    A: Yes, this is available on RoD.

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    Q: For the FTS, have you limited which fields this searches, or can the admin now easily do so? Our experience reveals it searches fields that are not helpful and produces more results than are meaningful because of that.

    A: We have added new fields to be indexed as part of Smart IT, but there is no changes in this release around how FTS / MFS works.

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    Q: Can it search just the number part of a ticket ID or does the user still need to use the full ID number or wildcard? Because INC%12345 doesn't give good FTS results.

    A:You will still need to use wildcards for ticket id searches. With the new simplified ID patch, the IDs will be shorter and therefore easier to enter.

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    Q: Is it possible to get as much technical information as possible - technical documentation about Smart IT client and server both?

    A: Extensive document about Smart IT is available in our online documentation portal, e.g. at https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0

    We also recommend that you check the BMC Remedy community.  Further information is available from BMC Education and at various events.

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    Q: Can the custom fields be placed where the Admin wants them or only in pre-determined areas of the screen.

    A: Custom field placement is limited to predefined areas of the incident, work order, task and People screens.  Each screen has multiple areas, so there is some control over where the field is placed on the screen.

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    Q: OK, so the Smart IT server has its own web server, correct?

    A: Yes, Smart IT and MyIT share the same web server. It’s different from the mid-tier web server.

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    Q: Is there a roadmap for the order in which personas will be released?  (no dates obviously, just the order)

    A: Yes there is, and a very aggressive one. But we can’t share that here.

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    Q: Some customers have telephony integration to identify who is calling, how will Smart IT integrate with the smart recorder

    A: That’s a use case we evaluate for future releases. But the @user search is super fast, so that shouldn’t be a blocker for adoption.

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    Q: You said it's not form based… what is the backend for this application? Java, .Net..?

    A: The Smart IT UI is build using Java and Java Libraries like Angular JS. The native applications for mobile are built using the native languages for iOS and Android. The statement “not form based” refers to the visual design how the information is entered and presented on the screen, not how it is stored in the Remedy ITSM backend.

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    Q: What about functionalities like Assignment Scripts, decision trees, Initiator Scripts, SLM indicators etc? If I missed them please forgive me.

    A: Some of these are not part of the Smart IT 1.0 scope, but they also are less relevant, because other features may be a replacement. Smart Recorder e.g. provides a lot of guidance, and so there’s less need for scripts.

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    Q: Does the internal and public designation still perform the same for work entries?

    A: Yes, internal will keep the work note related to only the ticket, and public will publish the work note also to the service request.

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    Q: Does the Smart IT connection change the license model for floating user licenses the way it connect. Do you anticipate you will need additional licenses 1. Is there a demo online?  2. Is it compatible with Remedy e-mail intake?

    A: No, Smart IT makes use of the same licenses as today on the backend ITSM. There is a See/Try/Buy demo available from the Remedy On Demand website.   Inbound email is supported, as this is a backend ITSM capability and all backend capabilities will continue to work.

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