Posts Tagged ‘Service Desk’

Top 10 Reasons Why You Should Attend WWRUG12

September 24th, 2012


10. The Greatest Number of Breakout Sessions to date for a WWRUG event.

9.  Renewed Vigor for “Evening with Engineering” (No one leaves until all questions are addressed – including Darius and Doug – note: alcohol may be involved)

8.  Access to BMC Engineers, Product Managers, and Technical folks (at least three folks from Support are going to be there and one of them, Carin Sinclair, is going to present on how to get the most out of your support calls by leveraging logs etc.)

7.  You get to see all of our Sponsors and visit their booths to see/touch/test drive some really cool new/updated  tools/apps including the centrally located BMC booth! – Sponsors

6.  Entertainment – We are bringing back “The Brew” this year – but they will be doing two Smooth Jazz sets for us this year, plus our very own “Remedy Rockstar” band including guest appearances by some of our own “Remedy” crowd (you will just have to come to find out who!).

5.  You get to see the new tattoo we have created for this year’s conference (plus we will have some more “Remedy Rockstar” tattoos for when you are out strolling the streets at night in your Hawaiian shirt – make sure you roll up your sleeves to reveal your “ink”, Theresa…)

4.  Great food (trust me we have tried it!)

3.  Lots of nearby activities, restaurants, shopping, etc. Maps Link

2.  Great weather outside and no smoking inside (we heard you at the Hard Rock last time)!

1.  You get to see all of your ARSList and WWRUG friends!



If you haven’t registered and need to quickly, here are the links to the hotel and conference:

Hotel Reservations      Conference Reservations


Credits for the list: Phil Bautista and Doug Mueller


Speakers announced for WWRUG12 – October 15-19, 2012 San Jose, CA

September 13th, 2012


Speakers announced for WWRUG12 – October 15-19, 2012 San Jose, CA


Alf Abuhajleh
BMC Software, Inc.
From early-days application hosting to the latest SaaS and mobile apps, Alf Abuhajleh has more than 15 years experience developing and marketing emerging IT solutions in Silicon Valley. As an evangelist of BMC Software’s social, mobile and SaaS solutions, Alf engages customers, analysts and news media in attention-grabbing, and sometimes controversial, exchanges of ideas. Prior to BMC, Alf held marketing and product development roles at various start-ups, including Digital Island, Intacct and Aeroprise.

Peter Adams
BMC Software, Inc.
Peter Adams is a Lead Product Manager within BMC’s Remedy ITSM product organization. Based in San Jose, CA, Peter manages BMC’s request management and service catalog solutions and has lead product management responsibilities for the BMC Remedy ITSM suite. Prior to joining BMC Software in September of 2008, Peter was managing a product line for a small software company in Switzerland, which focuses on security solutions for SAP customers. Including earlier positions in R&D, technical marketing and alliance management at various leading companies, Peter has over 15 years of experience in the BSM software market, with expert insight into a wide range of disciplines. Peter holds a diploma in Computer Science from the University of Kaiserslautern in Germany.

Anand Ahire
BMC Software, Inc.
Principal Product Manager – Atrium CMDB I have been leading the Atrium CMDB product management for last 4+ years. In addition to CMDB, I have also driven the vision for Atrium platform overall. Prior to that I was senior product manager for Remedy Action request system for 3 years. In life before BMC, I managed self service product line for an eCRM company and was also product manager for various other companies. I hold an MBA degree from Indian Institute of Management Ahmedabad and engineering degree in Electronics and Communication. I am highly interested in understanding real life use of our products and various business problems customers are trying to solve so that I could bring that knowledge back to build better products.

Jubayer Ahmed
Dell Inc.
JUBAYER AHMED MSEE, MCSD, SCJP, ITIL v3 Dell Inc. 1999-Present Lead Enterprise Architect (Current) – Remedy: Managed, architected, built, deployed, and supported Enterprise IT Service Management Infrastructure (Remedy) for Dell and British School of Future (BSF). Lead multiple major upgrades. Maintained vendor relationship. Developed numerous modules in various Tools: J2EE/SOAP/Web Service/Eclipse/scripting, .NET/C#/Windows Service/Application, Remedy ARS/CMDB/SRM/ITSM 7.6, Atrium Orchestrator 7.6, etc. Lead various SRM based initiatives for external customers. Delivered Service Management Architectural Blueprint. Built and executed technology roadmap for ITSM Team Managed Project Management Office (PMO) for Dell Global Technology and Engineering Services (GTES). Managed many large scale project across various areas. Architected and built various software systems. 1992-1999 Software Architect and Developer at various companies working on solutions for multiple industries

Kaïs Albassir
First contact with Remedy was with version 1.1. I remember the black books with the green logo ….. The product was being evaluated to fit in a bigger project, but the project did not get through ….. The next time I came in contact with Remety was in version 2.3, I think, when I went to live in the States for a while and worked for Remedy Corp. in Mountain View as what was called an “external RAC”. I became Remedy Approved Consultant (and stayed certified until version 7.1) and also Remedy Certified Trainer, and got the opportunity to cross the US continent from North to South and from West to East to visit customers. During this period, I also had the opportunity to work with the Remedy founders, and other “hard core” Remedy early folks. The funny thing is that, during my first Remedy training, I met André, who later was my colleague at IT Masters, and then became my partner when we founded ARSmarts (together with Jean-Louis). I currently work with ARSmarts, where we design, develop, sell and support the ARSmarts software. I also do some consulting assignments as a project manager on BSM projects. Finally, every year I participate to the WWRUG of which ARSmarts is a sponsor from the early hours :-) :-) ;-)) …..

Armen Avedisijan
Scapa Technologies
Armen Avedisijan is an Executive Director at Scapa Technologies. He is responsible for overall product development of the Scapa Test and Performance Platform, and also spends time consulting and supporting our key customers. He specializes in delivery of testing projects for Remedy ITSM and has tested some of the largest REMEDY ITSM deployments in the world.

Phil Bautista
Bull Creek Data Corporation
Phil Bautista has been involved with the AR System since the first version developing and demonstrating applications, integrations including barcode, RFID, and wireless solutions since the early 1990’s all of which have been centered around the core AR System. Involvement in Beta programs with Remedy have allowed him to test and shape the AR System. Having started and run many local Remedy users groups, he has been afforded the opportunity to help many in the Remedy community and across the globe. As a seasoned Consultant and National RUG presenter in California, Florida, and Washington DC, he has access to a broad spectrum of information which he has used to draw upon for the sessions presented at the WWRUG conferences. Through strategic partnerships he continues his work in the community as a senior consultant to IT organizations in the Public and Private sectors providing value and leadership to not only direct customers but to top consulting companies as well. His experience with IT Service Management and ITIL as well as a working knowledge of business processes continue to benefit customers with documented success.

Rebecca Boyd
Wake Forest University
2001 to Present – Wake Forest University, Application Administrator for Remedy. 1996 to 2000 – South Texas Project Nuclear Operating Company, Support Analyst. 1989 to 1996 – Visiting Nurses Association, Computer Department Lead.

Paul Buffington
Effective Technologies
Looking back over a 12 year run with the Remedy platform it’s been an amazing journey. Starting with Remedy in 2000 and then after a 9 year run with BMC I joined Effective Technologies. As a trainer, developer and consultant this journey has taken me to over 18 countries around the world. It has provided the opportunity to work with many wonderful customers and colleagues. Along the way my skills and insight have grown with the Remedy product line and yet I have so much more to learn. The past several years I’ve been focused on Service Request Management and the challenges of deploying a Service Catalog. I enjoy seeing the results and the benefit a customer realizes when an SRM project when it reaches the finish line. This year I’ve started a new adventure of learning Splunk as the Effective Technologies partners with Splunk to bring this amazing search and analytics solution to our customers. Outside of work I enjoy spending time with family that often leads to the mountains with many nights camping in the high Sierras. Growing up in Montana I feel most at home in the mountains and grow wrestles when I’ve been alway too long. I’m often found behind a camera as photography is a passion that I continue to develop.

Scott Buntin
Effective Technologies
Scott has over 10 years of experience in the areas of application requirements consulting, systems design & implementation. He has spent the last 5 years as BMC Remedy Instructor teaching Advance development and ITSM applications. Scott has developed a solid technical background on the BMC Remedy Action Request System and its applications, helping to define solution requirements for SRM and ITSM applications suites.

Bruce Campbell

Renee Casanova
Unisys Corporation
Renee is a Director at Unisys leading the development of a Global ITSM Practice with over twenty-eight (28) years of experience in leading a variety of global technical teams. The teams have consisted of highly talented individuals in architecting; deploying and supporting ITIL aligned solutions across the suite of BMC Remedy applications. Renee’s previous work accomplishments include ten years working for a software house as a Senior Manager. This experience exposed her to many different types of businesses and how applications are architected to meet varying business needs.

Tauf Chowdhury
Phacil Inc.
My foray into the ARS/ITSM world began 6-7 years ago when my previous employer, a major pharma company, started to adopt and incorporate ITIL processes into their IT environment. At the time, I was an IT generalist… a jack of all trades if you will. I was brought in as part of the team to do the initial ITIL workshops and ITSM tool assessments. We looked at a variety of products but eventually, decided on the BMC Remedy ITSM suite. I soon realized that management wanted ME to take over this project and software suite. So after the consultants left, after the developers were done, it was just me and Remedy. For almost 2 years, I managed the full suite of ITSM apps plus Analytics/Dashboards, and Topology Discovery on my own. We were on ARS 7.1 and ITSM 7.0.3. Since then, I’ve done an upgrade to 7.6.04 and implemented many ITIL processes and all the modules within the ITSM suite. I recently took an opportunity with my current employer, which is a government subcontractor and am a part of an amazing team managing quite a large implementation of Remedy 7.6.04. I am focused on the SRM implementation but also help out where I can. When I’m not working on Remedy, or working period, I play competitive tennis. For those of you who know the rankings, I am rated a 4.0-4.5 in the USTA. I am always working on improving myself and my game. Being a homeowner, I’ve also developed the skill of becoming an excellent landscaper. I also enjoy traveling to new places and having a blast with my family. I guess it’s only natural I got involved with Remedy. Landscaping and tennis both take a sort of precision comparable to the precision and organization needed in ARS development (to do it the right way… that is). I look forward to a bright future with Remedy!

Jim Coryat
Micron Technology Inc.
Eastern Washington University Alumni of 1986. I have been working for Micron Technology since 1995 as a software engineer. During this period I have used Cobol, Fortran, C, Userbase, Visual Basic, C# and ASP.NET to implement solutions used primarily in the Sales department for Micron, MicronPC and Crucial Technology. Micron implemented Remedy 5 years ago, within that time my role has been the Subject Matter Expert (SME) for the platform. The Remedy applications we have installed are the ITSM suite (with some customizations), SLM and SRMS. On April 25th we successfully implemented an upgrade project which migrated us from patch 6 to 7.6.04 SP1 (ITSM)/7.6.04 SP3 (ARS). At the same time we migrated the database from Oracle to MSSQL.

Sukumar Daniel
Vyom Labs Pvt. Ltd.
Award Winning Enterprise Architect for Enterprise IT Service Management Systems Transformation. Specialist in designing, instantiating and managing; aligned iterative interventions in People, Process, Tools and Partnership areas to achieve verifiable and sustainable IT SMS Transformation. Trainer for Exin accredited ITIL, ISO 20000, CoBit Certification Courses. Author ‘FlexMode’ Paradigm Shift Transformation Framework for IT Service management Systems. Chief Architect – FlexMode: GameChanger, the Automation Layer of the FlexMode Framework. The Automation Layer is powered by MetricEdge, a Custom Built, Oracle BI based Data Warehouse and Miner from IWare Logic, a Vyom Labs group company and Oracle Partner. Architect, Author and Content Manager for the Action Research Learning Center, teaching Practical IT Service Management Transformtion Techniques, focused on building competencies including skills, framework driven methodologies, Action Research based Transformation Initiative Project Management. Learning Systems Innovator for applying Lateral Learning Techniques; to help individuals in enterprises associate theory to practical application and mentoring of actions to demonstrate effectiveness of learning, through managed participation in the delivery of measured Service Improvement Program effectiveness. Specialties Demonstrated capability in Enterprise Architecture, IT Transformation, IT Governance, IT Service Management, Software Development, IT Outsourcing, Customer Support Services, IT Infrastructure Services, ISO9000/ITIL / ISO 20000/ COBIT/ISO 27000 Processes and Quality management.

Kelly Deaver
Unisys Corporation
Kelly Deaver has made a career of working the Remedy AR System since v2. She has 15 years of experience in all phases of Business Service Management and is well-known in the Remedy development community. She was awarded the BMC Software Employee Beyond the Call of Duty award by the ARSlist community for her contributions. She has spoken at numerous conferences on topics including Remedy Developer Best Practices, Service Level Agreements, Integrations Solution Strategy, and more. She is currently a Deployment Manager with Unisys. Her career history includes Technical Marketing at BMC where she shared her subject matter expertise with BMC Sales, Partners and Customers on implementation strategies and with BMC Engineering on product features. While in Engineering at BMC, her key contributions included working on the team that began the original design of what became Atrium CMDB, developing integration products and acting as a senior developer on all of the ITSM applications. She started the consulting practice and acted as the Remedy Practice Director at Xinify. She was Director of Technical Alliances at Blazent Software, Remedy Engineering at Peregrine Software, Engineering at Remedy Software and Remedy Consultant for SSDS. Her well-rounded experience in all aspects of Remedy implementation and integration make her a go-to person in the Remedy community.

Amy DeMartine
BMC Software, Inc.
Amy DeMartine has over 10 years experience as a product manager in the IT management software space. Currently, Amy is woking in the OnDemand market helping to bring ITSM products to customers wanting to make use of the Cloud as their deployment mechanism. Amy hails from Fort Collins, Colorado.

Sydney Dent
Effective Technologies
Sydney has over 10 years of experience in ITSM and BSM working in training, application development, and business process consultation. He has a solid technical knowledge of BMC Remedy Action Request System and its applications, having been involved in training, requirements gathering and process implementation, and application configuration development. Sydney started working for Remedy in 2000 as a Technical Instructor for AR System 4.5. Over the course of he tenure with Remedy and then BMC, he taught a variety of courses involving AR System, web development, reporting, and working with Remedy Applications. Starting 2005, he began teaching ITIL foundation classes and become more involved in ITSM process management. In 2009, he received his ITIL v3 Masters certification. He also taught the first classes in Atrium CMDB having worked with the product since CMDB 1.0. He is currently working at Effective Technologies as a senior consultant. He has worked finding requirements for, configuring and customizing a Remedy on Demand environment. He has worked with customers helping them to understand and streamline their Change Management processes. He has provided customers a needs analysis on the CMDB and provided advice on what should be next in their ITSM and CMDB implementation. At Effective, he has also helped customizing and developing modules for Transport – an AR System based data management tool for ITSM, CMDB, SRM and LDAP.

Ashutosh Deshpande
BMC Software, Inc.
I am a developer working with BMC on Remedy platform for almost last one year. I have worked on workflows and now with midtier.

Ketan Doshi
BMC Software, Inc.
I worked for Remedy Corp in the Engineering team as a software developer and technical lead from 1992-97. I worked on the Server development team for several years as well as other AR System components including the API and the Windows User Tool. After that I worked for a Remedy partner (IT Masters) in Belgium and the UK from 1998-2001. During this time, I consulted with several customers across Europe (in Belgium, Netherlands, France, Switzerland, UK and Luxembourg), architecting and building AR System based solutions based on their business requirements. I rejoined BMC in 2010, managing the AR System platform engineering team in India. In May 2012 I switched to an Architect role for the AR System platform. Between 2001 and 2010, I worked at several other enterprise software companies in the California Bay Area and India, managing their engineering teams.

David Easter
BMC Software, Inc.
My role at BMC is as Manager of Product Management for BMC Remedy Action Request System. I took over the reins to AR System in early 2006, but I’ve been a product manager at various companies for over 15 years. I’ve worked in big companies like Nortel Networks, Acer America and Phoenix Technologies plus some smaller startups like Configuresoft and Mobilesys (now MBlox). I am also an active contributor to ARSList and BMC Communities.

Colleen Eilbert
Effective Technologies
I started working with Remedy in 1995 as a contractor to the Remedy Applications group. My experience goes back to the release of the original Asset and Change Management applications. Since that time I have done a combination of development and consulting work on the AR System platform. I was independent for a number of years, did a 5 year stretch as a regular BMC employee, and have been with Effective Technologies for the past 6 years. Effective is a BMC Technical Alliance/Consulting partner. We sell top notch professional services and products that make the implementation and support of your BMC ITSM/SRM products go smoothly. I do a combination of consulting and development in my role as a principal at Effective Technologies. My most recent consulting engagements have taken advantage of a growing level of expertise in the BMC SRM product and in Service Request Management in general.

Rahim Gangji
Mr. Gangji is a graduate of McMaster University in Canada. He graduated in 1996 with a B.Eng in Computer Engineering. His focus and interests span three main areas: IT Service Management, Business Intelligence and Web Content Management. Mr.Gangji has consulted for various customers including those in the finance and banking, healthcare, government and high tech verticals. Mr. Gangji has spent over 16 years working with various Remedy technologies. He spent 6 years as a senior developer in the Remedy team at Research In Motion (RIM). Since January 2010, he has been the principal at Optimaira, an IT consultancy based in Ottawa, Canada. Among other technologies, Optimaira’s core focus is on providing services and products around the BMC Remedy product set.

Kelly Gatewood
Unisys Corporation
I have been working with BMC Remedy since the mid 90’s. I start working with the Administrative functions in 2004. I now work for Unisys.

Mark Gemmell
Scottish chap 17 years working with AR Remedy employee from 98 to 01 running EMEA Consulting Owner REM Solutions S.A. (partner in Spain) Sold to Devoteam 2009 Now Director, Devoteam Solutions Business, Spain. Drives a Tesla Roadster Built best Remedy Telephony integration package in the World – deployed multiple Remedy-based CRM solutions using this and beating Siebel while costing less than a quarter. Developed Ajax based web-push technology for web client in 2006 to make these CRM solutions possible. Presented several times in WWRUG. That’ll do
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