Archive for the ‘ITSM’ category

BMC Remedy ITSM 8.0 – What’s New ???

October 23rd, 2012


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

Demo: Mobile BMC Remedy Service Desk on iPhone

August 17th, 2012

Demo: Mobile BMC Remedy Service Desk on iPhone

 

Demo: Mobile BMC Remedy Service Desk on iPhone4

Video Credits: Aeroprise

Product demo of Aeroprise Mobility for BMC Remedy Service Desk on the iPhone. Learn to to manage incident information and change approvals on smartphones directly from the field.

 

Lear more here

%d bloggers like this: