BMC Remedy IT Service Management v7 Overview. Carol Dirig, ITSM Product Manager, BMC Andrea Hite, SIM Product Manager, BMC

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1 BMC Remedy IT Service Management v7 Overview Carol Dirig, ITSM Product Manager, BMC Andrea Hite, SIM Product Manager, BMC 9/8/2006

2 BMC Remedy ITSM v7 Highlights Foundation BMC Atrium Configuration Management Database (CMDB) enhanced with improved federation and state-the-art management tools (UI) and a common data model Over 13 products pre-integrated into BMC Atrium CMDB ITIL Best Practices Prebuilt ITIL best practice workflows Applications Improved integration across applications Multitenancy allows for flexible configuration for enterprises or outsourcers Unification BMC Remedy IT Service Management (ITSP and ITSM) BMC Service Level Management (BMC Remedy Service Level Agreements and BMC SLM Express) BMC Change and Configuration Management (integration out of the box) BMC Discovery (integration to BMC Atrium CMDB out of the box) 2

3 v7 Release Timeline Generally Available on May 9, 2006: BMC Remedy Action Request System (AR System ) v7 BMC Configuration Management (Marimba ) v7 Generally Available on June 9, 2006: BMC Remedy ITSM v7 Enterprise Applications: BMC Remedy Service Desk (formerly BMC Remedy Help Desk) BMC Remedy Asset Management BMC Remedy Change Management BMC Service Level Management BMC Remedy Knowledge Management BMC Atrium CMDB 2.0 Generally Available in September 2006: BMC Remedy ITSM v7 Migration Utilities Phase I BMC Service Impact Management (SIM) v7 BMC Event Manager (BEM) v7 BMC Topology Discovery v1.4 BMC Foundation Discovery v1.4 3

4 BMC Atrium CMDB 2.0 Enabling IT Processes and Business Users Single console for BMC Atrium CMDB administration Enable broader, deeper understanding of CMDB and asset data Management Console Analytics CI Browser Query / search interface into federated CMDB environment CMDB CI Viewer Understand dependencies; Quick link to federated data 4

5 BMC Atrium CMDB 2.0 CI Relationship Viewer CI Relationship Viewer Graphical view into the interrelationships and dependencies between configurations, business services, and users Understand dependencies; quick link to federated data Leveraged by both BMC and non-bmc applications Ability to launch other programs in context Ability to view attribute details Ability to view federated data 5

6 Definitive Software Library Definitive Software Library A centralized store of authorized software package information Prepopulated with 10,000 Windows applications Ensures consistency between change and configuration management Normalizes entries in the BMC Atrium CMDB Benefit Keeps asset information in the BMC Atrium CMDB accurate 6

7 Definitive Software Library 7

8 BMC Remedy Service Desk v7 What s New Multitenancy Leverage same support personnel, applications, and knowledge base to service multiple customers or business units within an enterprise Improved ITIL Support New capabilities to better support incident, problem, and service level management New consoles for Requestor (self-service), Incident (assisted service), and Problem (root cause analysis) Service Support Cost Tracking Assess cost per incident 8

9 BMC Remedy Service Desk v7 What s New (Cont d) Intelligent ticketing (with BMC Service Impact Manager v7) Utilizes service model to prioritize incidents based on service impact, cost, and schedule Process flow visualization Integration with BMC Remedy Knowledge Management 9

10 v7 Incident and Problem Management Consoles Incident console Web-based interface for analyst interaction Broadcasts Communication of known errors and outages Standard incident templates Simple submission of common incidents Access to root cause and known error End user access to known error workarounds 10

11 Process Flow Visualization 11

12 BMC Remedy Knowledge Management Search solutions, incidents, problems, and attachments Easy rich HTML/XML authoring Watch lists In-place access to knowledge base to increase analyst adoption Notifications News flashes Research session audit trail Autosuggestion of relevant solutions for higher FCR and lower AHT 12

13 BMC Remedy Asset Management v7 What s New Enhanced software license management automation Autolinkage of discovered software instances to contracts Cost tracking to capture IT personnel time spent on incidents Additional inputs to asset total cost of ownership (TCO) Product catalog and contract management integration to Definitive Software Library (DSL) Reduce costs and improve compliance BMC Analytics for Asset Management New Analytics offering that provides business intelligence and root cause analysis 13

14 BMC Analytics for Asset Management Demo Scenario: Vendor Payments IT Executive notices monthly payments to Dell have gone up. Drills down in the report to see details 14

15 BMC Analytics: Drill-down Capability Payments went up because of a lease penalty. Executive asks business analyst to find out why lease penalty was imposed 15

16 BMC Analytics: Ad Hoc Reporting Capability Business analyst creates a report on the fly about lease contracts and assets. Finds out lease contract had expired and some assets were not returned, hence the penalty. 16

17 BMC Remedy Change Management v7 What s New Change calendar Graphical view of changes and business events Predefined filtering Change planning risk assessment Improved accuracy and efficiency of risk assessment Change risk report Configuration Item Viewer Visual access to affected CIs Change availability management Define availability/unavailability for changes, configuration items, and business events Closed-loop change and configuration management Integration with BMC Configuration Management (Marimba) 17

18 Change Calendar 18

19 Change Productivity Change Dashboard Dashboard of key metrics Operational efficiency Overall health Financial Customer data Customer configurable and customizable Benefits Ensures organization is meeting identified goals Results Organizational improvements can be driven with real-time data 19

20 Change Management Dashboard 20

21 Change and Configuration Management Automated Change Hand-offs Predefined change tasks for BMC Configuration Management with integration into the Definitive Software Library Launch of BMC Configuration Management directly from BMC Remedy Change Management, with fields automatically populated Autoverification: BMC Configuration Management automatically verifies the task and closes the change ticket Change IDs stamped in activity logs, providing audit trail and closing the loop on the change request 21

22 22

23 BMC Service Level Management v7 What s New Seamless data integration with IT infrastructure and service support Collect metrics and events from IT infrastructure monitoring products Monitor service support performance of incidents and requests Predefined templates to speed agreement and service target creation Leverage templates instead of defining from scratch 20 new out-of-the-box reports Report on compliance, costs, service target performance New SLM contracts for grouping agreements by customer Enable a customer to access only their service level results Leverage service level targets and agreements across multiple contracts Manage service level goals based on financial business impact Calculate penalties and rewards 23

24 SLM Dashboard Features: Real-time display of all service levels Trends for compliance and penalties/rewards Ability to add comments Benefits: Reduce business risk by focusing on weaknesses in operational and service support performance levels Graphical view of performance with drill-down 24

25 Weight Service Targets in Service Level Agreements Manage multiple service targets per agreement, weighting them by importance to match the needs of the business Retroactively change outages for special situations Low priority incidents would have a lower weighting than urgent priority incidents 25

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