BMC Remedy ITSM 8.0 – What’s New ???

October 23rd, 2012 by VenkatM


BMC Remedy ITSM 8.0 What’s New — Presentation Transcript
  1. What’s New in BMC Remedy ITSM 8.0
  2. Make everything as simple as possible, but not simpler. Albert Einstein2
  3. BMC Remedy ITSM 8.0: simpler means a better customer experienceIncrease user adoption of value features. Improve IT productivity.Intuitive, slick user experience. Easier collaboration. Convenient access.Speed up process definition. Shift left. Reduce admin time and effort.Drag & drop ease of use. Powerful actions. Simpler data loads & catalog management. 3
  4. Intuitive and easy end user experience4
  5. Intuitive and easy end user experience. Increases self-service adoption.5
  6. Improved usability> Consistency> Simpler screens> Fewer clicksMore valuable contentbrings users back> Seamless knowledge integration> Service marketing> Links> Self-service HW/SW procurementPersonalized experience> Complete branding6
  7. Next-gen mobile apps. ITSM anytime, anywhere.7
  8. 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 storeWorks anywhere> Offline support8
  9. Simpler approvals. Faster Turnaround.9
  10. Improved usability for approvers on the web > Simpler search / filtering > Hover-over > Bulk actions Updated mobile approval10
  11. Simpler collaboration. BMC Remedy ITSM becomes social.11
  12. IT chat reduces MTTR> Chat with one or more agents/SMEs> Save transcript with record> Online presence> XMPP compliantProactive communicationimproves responsiveness> Remedy/Twitter integration> RSS feeds12
  13. Reduce silos. Better collaborate across IT functions.13
  14. Real-time summary bringseverybody on the same page> Aggregated view of key BSM data> For services, systems, applicationsFlexible options to access theinformation14
  15. Visual Process Design with BMC Remedy ITSM Process Designer15
  16. Speed up ITSM process definition by up to 90%. Shift left. Fewer customizations.16
  17. Simple process definition> Drag & drop ease-of-use> Extensive action library> Visibility into entire process> No Remedy workflow codingUse for entire ITSM suite> Service request fulfillment> Change implementation (tasks)> Cross process integrations (incident ? problem)Transparency & compliance> Request tracking> Release management17
  18. Faster data loads. Standardize technology.18
  19. Faster data loads> Multi-threaded load> Iterative process> Automated data cleansingEasy to use> Fully web based> Consistent tool across different ITSM apps> Support of various data sources (LDAP, spreadsheet, .arx files, …)Common technology withAtrium reduces training> Same underlying ETL technology19
  20. Hub & spoke:effective service management in distributed environment.20
  21. Effective service managementwith multiple Remedy ITSMinstances> Single, consolidated view of records on hub> Sorting. Searching. Filtering.> Transparent transfer to spoke for details> Configuration and runtime data automatically synchronized21
  22. Hub & Spoke architecture detailed Spoke Spoke records (customer 1) (customers 2, 3) Launch UI Synchronize data – config – requests Hub summary records Request ID Customer (via prefix) Summary Spoke Service (service provider 4) Priority Status Assignee Target Date22
  23. Hub & Spoke: how it looks for service provider staff members23
  24. Online wiki based documentation24
  25. It’s about creating value for our customers.25
  26. BMC Remedy 8.0: simpler means a better customer experienceIncrease user adoption of value features. Improve IT productivity.Intuitive, slick user experience. Easier collaboration. Convenient access • All new SRM UI • Back office IT chat • Integrated knowledge • Chat transcript linked to ticket • Incident & Approval • Twitter / RSS feeds mobile apps • Service Context summary • E-mail based interactionsSpeed up process definition. Shift left. Reduce admin time and effort.Drag & drop ease of use. Powerful actions. Simpler data loads & catalog management.• Graphical process builder for • New data management tool Remedy ITSM suite • SRM question improvements• Action library • Overlay-aware installers with• Process tracker & visualizer better usability & docs• Process lifecycle support • New wiki-based docs 26
  27. Thank You Visit us on the web Remedy IT Management Suite IT Service Management ITIL27
© Copyright 10/8/2012 BMC Software, Inc
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