10 Replies Latest reply on Sep 5, 2014 2:29 AM by Bhupesh Gupta

    BMC ITSM - License Question

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      Hi,

       

      We are trying to find information regarding the following license : "service management specialist"

       

      I have made many search but do not find anything explaining on which module this kind of license is used.


      As anyone an idea ?

       

      Regards.

       

      Allan

        • 1. Re: BMC ITSM - License Question

          The Specialist licences fixed/floating are the old AR User Fixed and AR User Floating licences. In other words the servers user licenses.

          • 2. Re: BMC ITSM - License Question

            Hello,

             

            Thanks for your answer.


            There is something strange, when you give a look at this document : http://apps.bmc.com/it_IT/presentations/BMCRemedy7.pdf

             

            You will see on the page 5 that there are still the license Remedy Specialist

             

            So this kind of license seem to be still in use ?

             

            Regards

            • 3. Re: BMC ITSM - License Question

               

               

               

              The BMC Remedy Specialist License Add-On has been withdrawn and the BMC Service Management Specialist and BMC Remedy Knowledge Management Specialist Add-Ons have been introduced to replace them.

               

              Prior to Jul 10 2009, the BMC Remedy Specialist license add-on was a marketing schedule that granted customers the rights to AR System write licenses (fixed or floating, depending on the purchase), Service Request Management (SRM) admin functions and Remedy Knowledge Management (RKM) admin functions.

               

              The AR System and SRM functionality is now licensed via a new BMC Service Management Specialist license and RKM functionality is now licensed via a new BMC Remedy Knowledge Management Specialist license.

               

              The BMC Service Management Specialist is a prerequisite for BMC Knowledge Management Specialist - i.e. the BMC Knowledge Management Specialist license cannot be purcahsed without a corresponding BMC Service Management Specialist license. The license relationship between BMC Service Management Specialist and BMC Knowledge Management Specialist is one to one.

               

              Customers who previously purchased capacity under the BMC Remedy Specialist License Add-On can continue to increase their capacity by purchasing more of the withdrawn BMC Remedy Specialist License SKU.  This change only affects new customers.

               

              Thanks,

              ----------

              David J. Easter
              Product Line Manager
              Remedy Action Request System
              BMC Software, Inc.

              • 4. Re: BMC ITSM - License Question

                Hi David,

                it seems i am (not the only one who is) a bit confused regarding Remedy pricing.

                ok, it is clear that KM specialist license has a Remedy Specialist license as a prerequisite. Does this apply to any possible license combination or only in cases where other major Remedy licenses (i.e. Service Desk, Change Mgt, Asset Mgt etc) are absent?

                For instance, let's have an example:

                Customer "X' owns a Remedy Suite with 10 Suite add on licenses and 20 suite floating licenses.

                customer is interested in adding KM to the existing infrastructure. For reasons of siplicity let's ingnore the end users and focus only on the back office.

                 

                in order for all supporters to have view rights in KM do we need:

                10 Remedy Specialist add on licenses + 10 Remedy KM add on licenses + 20 Remedy Specialist floating licenses + 20 KM specialist floating licenses?

                or just 10 fixed + 20 floating KM?

                 

                could we just add an efficient number of either KM floating or (KM + Specialist) floating in order for the supporters to have view rights in KM?

                in other words, in the case of Remedy applications licenses (various), do we have to purchase exactly the same kind and number of KM licenses?

                 

                Thanks in advance

                Nikos

                 

                 

                 

                David_Easter wrote:

                 

                 

                 

                 

                The BMC Remedy Specialist License Add-On has been withdrawn and the BMC Service Management Specialist and BMC Remedy Knowledge Management Specialist Add-Ons have been introduced to replace them.

                 

                Prior to Jul 10 2009, the BMC Remedy Specialist license add-on was a marketing schedule that granted customers the rights to AR System write licenses (fixed or floating, depending on the purchase), Service Request Management (SRM) admin functions and Remedy Knowledge Management (RKM) admin functions.

                 

                The AR System and SRM functionality is now licensed via a new BMC Service Management Specialist license and RKM functionality is now licensed via a new BMC Remedy Knowledge Management Specialist license.

                 

                 

                The BMC Service Management Specialist is a prerequisite for BMC Knowledge Management Specialist - i.e. the BMC Knowledge Management Specialist license cannot be purcahsed without a corresponding BMC Service Management Specialist license. The license relationship between BMC Service Management Specialist and BMC Knowledge Management Specialist is one to one.

                 

                Customers who previously purchased capacity under the BMC Remedy Specialist License Add-On can continue to increase their capacity by purchasing more of the withdrawn BMC Remedy Specialist License SKU.  This change only affects new customers.

                 

                Thanks,

                ----------

                David J. Easter
                Product Line Manager
                Remedy Action Request System
                BMC Software, Inc.

                • 5. Re: BMC ITSM - License Question

                  Other license types are unaffected and uninvolved.  There are no other license combinations involved.

                   

                  Note that the KM Specialist license is for use by users who are creating/modifying KM information - not just viewing it.  In other words, those are "write" licenses.  The Remedy Self-Service licenses are available for users who are only viewing.

                   

                  In your example, if you meant "Fixed" when you said "Add-On" - i.e. you have 10 Fixed Suite users and 20 Floating Suite users - then you'd need to purchase:

                   

                  10 Fixed SM Specialist

                  10 Fixed KM Specialist

                  20 Floating SM Specialist

                  20 Floating KM Specialist

                   

                  Your BMC Sales person or BMC partner can provide individual assistance in determining what licenses you'll require to meet your needs.  I'd encourage you to contact them.

                   

                  Thanks,

                  ----------------

                  David J. Easter
                  Product Line Manager
                  Remedy Action Request System
                  BMC Software, Inc.

                  • 6. Re: BMC ITSM - License Question
                    Yann Baumgartner

                    Hello David,

                     

                    Something is not clear to me. You basically say that the "BMC Service Management Specialist" license is the replacement of the "AR User" license (write access to the system). You also say that the "BMC Service Management Specialist" and "BMC Knowledge Management Specialist" must be sold one to one.

                     

                    So far so good, this is clear for me.

                     

                    But now... if my customer has bought 10 "BMC Service Desk" licenses (which include the exact same "BMC Remedy AR System" license as the "BMC Service... Specialist") and if the same persons working at the service desk are updating Knowledge.... why should the customer buy the "BMC Service Management Specialist" licenses? Only the "BMC Knowledge Management Specialist" license should be necessary.

                     

                    Can you please clarify?

                    • 7. Re: BMC ITSM - License Question

                      The SM specialist is a pre-requisite for the RKM specialist license because the pricing structure was created around that dependency.  Licenses do not just include technical capacity but also business terms and conditions.  Purchasing just the RKM specialist license does not grant the legal right to access RKM - that right is granted only upon purchase of the SM Specialist and RKM specialist together.

                       

                      Were the RKM specialist not dependent on the SM Specialist being purchased together with it, the price of the RKM specialist would be several times higher.

                       

                      Thanks,

                      -------------

                      David J. Easter
                      Product Line Manager
                      Remedy Action Request System
                      BMC Software, Inc.

                      • 8. Re: BMC ITSM - License Question

                        David,

                         

                        Just to make sure - such SM Specialist license purchased with KM User license still grants the legal right to use SRM (work orders, administrative capabilities of SRM)?

                        I mean, there is no "SM Specialist" and SM Specialist, right?

                         

                        TIA,

                        Ark

                        • 9. Re: BMC ITSM - License Question

                          Hi Ark,

                           

                            My original message is 18 months old, so the suite pricing model around RKM has changed since that was posted.  You can now just purchase (or migrate to) the RKM User bundle under suite pricing to obtain both the entitlement rights to RKM as well as the underlying AR System user license required.  It is no longer required to purchase the Service Management Specialist as a pre-requisite for the RKM User bundle.

                           

                          Customers who had previously purchased the Service Management Specialist and RKM Specialist licenses are not required to migrate and can continue to use their original purchases without modification.

                           

                          But in answer to your direct question, yes - the Service Management Specialist includes entitlement rights to the Service Request Management application as an admin/analyst (i.e. a write license).

                           

                          Again, the best course of action in all such discussions is to contact your BMC sales representative or partner for information specific to your business situation.

                           

                          David J. Easter

                          Product Line Manager
                          Remedy Platform
                          BMC Software, Inc.

                          • 10. Re: BMC ITSM - License Question

                            Hi David - Can you please share a ITSM License document which contains which licenses needs to be procured and how it is consumed? and How BMC audits the license usages..