4 Replies Latest reply on Oct 23, 2014 5:56 AM by TeamRemedy Agilex

    BMC Mobility for Remedy ITSM

    TeamRemedy Agilex
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      Hi, i need of information about the App Mobile for ITSM. The question is if the native mobile app of BMC ahve minimal function and it can't be custom or if the app can be update for insert of customization done on ITSM no mobile (new field, new check, new workflow ...). Thx, best regards, Davide

        • 1. Re: BMC Mobility for Remedy ITSM
          Peter Adams

          Hi Davide,

           

          if you are interested in mobile ITSM capabilites, I recommend to look into BMC Remedy with Smart IT, which is a new exiting offering as part of the Remedy ITSM Suite (no separate license needed!). We just launched this last week as part of our BMC Engage 2014 event. It's our new strategy to cover ITSM capabilities comprehensively on mobile devices as part of the standard product. The BMC Mobility products will be end-of-life'ed eventually after a transition period.

           

          By the way, Smart IT can be configured to adjust to certain customizations that you have done in Remedy ITSM, e.g. you can add custom fields to Smart IT screens.

           

          Note that there's a webinar coming up about Smart IT on Oct 22 (tomorrow) as part of the Connect with Remedy series. You can learn more about Smart IT by attending htis webinar.

           

          Peter

          • 2. Re: BMC Mobility for Remedy ITSM
            TeamRemedy Agilex

            Hy Peter, Thank for your response. I have read some documentation about Smart IT and I understand it is a smart version of ITSM traditional accessible from mobile app in addittion to the browser in responsive mode. That is, it allows you to open and fix ticket quickly, for example. But apart from the creation of new fields that I've seen you can do, if we generated workflow custom on the ITSM (HPD:Help Desk), eg checks, notifications ..., we find them in SMART IT? I understand that BMC Mobility products will be end of life? It makes no sense, therefore, that we continue to follow the path of BMC Mobility for Remedy ITSM 8.1.00? One last question. The product BMC Remedy with Smart IT has already been released? Thank's in advance, Davide

            • 3. Re: BMC Mobility for Remedy ITSM
              Peter Adams

              BMC Remedy with Smart IT has been GA released on Sept 24. Note that we just released a patch that added certain capabilites (e.g. iOS 8 support) and also fixed a few defects.

               

              Yes, the BMC Mobility products will be end-of-life'ed eventually after a transition period. Given that the new Smart IT component offers a lot more ITSM capabilites on mobile devices, it does not make sense to do any new deployments of BMC Mobility. Of course, for existing deployments of BMC Mobilty there will likely be a transition period, as you can switch tools from one day to another.


              In regards to customizations of forms like HPD:HelpDesk: that depends on the type of workflow you have developed. Many customizations will continue to work.  I'm not a developer, though, so there's other that can speak better to this. I recommend that you have a look at the recording of today's webinar of the Connect with Remedy Webinar Series  about Smart IT. We've addressed a lot of technical questions there.

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              • 4. Re: BMC Mobility for Remedy ITSM
                TeamRemedy Agilex

                Hi Peter, Thank's a lot. I sure will look webinar when the video will be available. Best Regards, Davide