What s New in BMC Remedy 8.0. Jose Luis Rubio Sr. Software Consultant BMC Software
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1 What s New in BMC Remedy 8.0 Jose Luis Rubio Sr. Software Consultant BMC Software
2 BMC Remedy 8.0 has left the station. 2
3 Make everything as simple as possible, but not simpler. Albert Einstein 3
4 BMC Remedy 8.0: simpler means a better customer experience Increase user adoption of value features. Intuitive, slick user experience. Improve IT productivity. Easier collaboration. Convenient access. Speed up process definition. Shift left. Drag & drop ease of use. Powerful actions. Reduce admin time and effort. Simpler data loads & catalog management. 4
5 Intuitive, slick end user experience 5
6 Intuitive, slick end user experience. Increases self-service adoption. 6
7 Improved usability > Consistency > Simpler screens > Fewer clicks More valuable content brings users back > Seamless knowledge integration > Service marketing > Links > Self-service HW/SW procurement Personalized experience > Complete branding 7
8 Next-gen mobile apps. ITSM anytime, anywhere. 8
9 Modern, intuitive UI > Minimal training through native user experience, key data > Cross platform support works with BYOD policy > Incident. Approvals. Easy to manage > Deploys via app store Works anywhere > Offline support 9
10 Simpler approvals. Faster Turnaround. 10
11 Improved usability for approvers on the web > Simpler search / filtering > Hover-over > Bulk actions Updated mobile approval 11
12 Simpler collaboration. BMC Remedy becomes social. 12
13 IT chat reduces MTTR > Chat with one or more agents/smes > Save transcript with record > Online presence > XMPP compliant Proactive communication improves responsiveness > Remedy/Twitter integration > RSS feeds 13
14 Reduce silos. Better collaborate across IT functions. 14
15 Real-time summary brings everybody on the same page > Aggregated view of key BSM data > For services, systems, applications Flexible options to access the information 15
16 Visual Process Design with BMC Remedy ITSM Process Designer 16
17 Speed up ITSM process definition by up to 90%. Shift left. Fewer customizations. 17
18 Simple process definition > Drag & drop ease-of-use > Extensive action library > Visibility into entire process > No Remedy workflow coding Use for entire ITSM suite > Service request fulfillment > Change implementation (tasks) > Cross process integrations (incident problem) Transparency & compliance > Request tracking > Release management 18
19 Faster data loads. Standardize technology. 19
20 Faster data loads > Multi-threaded load > Iterative process > Automated data cleansing Easy to use > Fully web based > Consistent tool across different ITSM apps > Support of various data sources (LDAP, spreadsheet,.arx files, ) Common technology with Atrium reduces training > Same underlying ETL technology 20
21 Hub & spoke: effective service management in distributed environment. 21
22 Effective service management with multiple Remedy ITSM instances > Single, consolidated view of records on hub > Sorting. Searching. Filtering. > Transparent transfer to spoke for details > Configuration and runtime data automatically synchronized 22
23 Hub & Spoke architecture detailed records Spoke (customer 1) Launch UI Spoke (customers 2, 3) Synchronize data - config - requests Hub Spoke (service provider 4) summary records Request ID Customer (via prefix) Summary Service Priority Status Assignee Target Date 23
24 Hub & Spoke: how it looks for service provider staff members 24
25 Online wiki based documentation 25
26 It s about creating value for our customers. 26
27 BMC Remedy 8.0: simpler means a better customer experience Increase user adoption of value features. Intuitive, slick user experience. All new SRM UI Integrated knowledge Incident & Approval mobile apps based interactions Improve IT productivity. Easier collaboration. Convenient access Back office IT chat Chat transcript linked to ticket Twitter / RSS feeds Service Context summary Speed up process definition. Shift left. Drag & drop ease of use. Powerful actions. Graphical process builder for Remedy ITSM suite Action library Process tracker & visualizer Process lifecycle support Reduce admin time and effort. Simpler data loads & catalog management. New data management tool SRM question improvements Overlay-aware installers with better usability & docs New wiki-based docs 27
28 Thank You 28
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