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© Copyright 2016 BMC Software, Inc.
Remedy 9.1 – What’s New?
Alex HensonPrincipal Solutions Marketing Manager
January 2016
© Copyright 2016 BMC Software, Inc.
Continuous Innovation with Remedy 9
MAY 1ST 2015 AUGUST OCTOBER
Remedy 9 .0Smart IT 1.1
MyIT 2.5
KEY FEATURES:
Change Persona
Knowledge Persona
Smart Reporting
New Platform
Remedy 9.0.01Smart IT 1.2
MyIT 2.6
KEY FEATURES:
Simplified SSO
Flexible screen configuration
Crowd-sourced Asset info.
UX enhancements
Smart IT 1.3MyIT 3.0
KEY FEATURES:
Problem Persona
Enhanced Change personas
UX enhancements
DECEMBER
Remedy 9.1Smart IT 1.3.01
MyIT 3.0.01
KEY FEATURES:
Knowledge Centered Support
Service Owner dashboard
Enhanced permission model
Flexible catalog config. in MyIT Continued platform innovation
© Copyright 2016 BMC Software, Inc.
KNOWLEDGE CENTERED SUPPORT (KCS)
Key release features
SMART REPORTINGNEW PERSONAS AND REPORTS
ENHANCED PERMSSION MODEL
CONTINUED PLATFORM INNOVATION
© Copyright 2016 BMC Software, Inc.
.
KNOWLEDGE CENTERED SUPPORT
Integrate the creation and maintenance of knowledge into
the process of interaction
© Copyright 2016 BMC Software, Inc.
Barriers to effective knowledge management
STANDALONE KNOWLEDGE TEAMS ARE STRUGGLING
TECHNICAL TEAMS AND EXPERTS ARE ALREADY OVERWORKED
CROWDSOURCING IS GROWING BUTSIGNAL-TO-NOISE CAN BE AN ISSUE
© Copyright 2016 BMC Software, Inc.
How does KCS add value?
Never solve the same issue twice
Improved time to proficiency
Better enablement of self-service
Enables product and service improvement
© Copyright 2016 BMC Software, Inc.
Key principles of KCS
Create content as a by-product of the support process
Evolve content based on demand and usage
Develop a repository of collective experience
Reward collaboration, learning and sharing
© Copyright 2016 BMC Software, Inc.
Knowledge Centered Support (KCS)
Knowledge gets created and improved as part of business-as-usual support
Brings the best content to prominence
Develops Knowledge creation skills in a guided way
SOURCE: Consortium for Service Innovation, www.serviceinnovation.org
© Copyright 2016 BMC Software, Inc.
.
Remedy KCSKnowledge Centered Support (KCS) framework now embedded in Remedy with Smart IT
© Copyright 2016 BMC Software, Inc.
KCS in Smart IT
Support for KCS Contributors andKCS Coaches
Knowledge Contributor performance evaluation
Article Quality Index (AQI) calculation
Knowledge metrics and KPIs
© Copyright 2016 BMC Software, Inc.
Easily assess article quality
© Copyright 2016 BMC Software, Inc.
Mobile KCS
New KCStemplate
Check forduplicates
Assess articlequality
Flag articleissues
© Copyright 2016 BMC Software, Inc.
New knowledge KPIs
© Copyright 2016 BMC Software, Inc.
.
SMART REPORTING
More personas, reports, and dashboards
© Copyright 2016 BMC Software, Inc.
Smart Reporting
New Service Dashboard for service owners
More OOTB KPIs for Problem Mgmt and Availability Mgmt
Create advanced reports with additional AR JDBC functions
Spatial and location intelligence with OOTB geopacks
© Copyright 2016 BMC Software, Inc.
Smart Reporting – admin insight
Reports and dashboards for managing Smart Reporting
Quickly find frequently viewed reports
Identify slow running reports and optimize performance
Insight into login trends and usage stats
© Copyright 2016 BMC Software, Inc.
.
ENHANCED PERMISSION MODELMore granular control of data access and visibility
© Copyright 2016 BMC Software, Inc.
Rollup permission model for support groups
New group hierarchy
Parent support groups have access to data for the child groups
Map hierarchy to geo, business unit or customer structure
All ITSM components, including CMDB, work with hierarchical groups
PAYROLL SUPPORT
GROUPRECRUITMENT BACKOFFICE
SUPPORT SERVICE DESK CHANGE MANAGEMENT
HR DATA ACCESS
IT DATA ACCESS
HR ORG. IT SUPPORT
CTO OFFICE
CALBRO SERVICES
© Copyright 2016 BMC Software, Inc.
Segregated access to ticket data
View tickets based on support groups rather than company
Useful for unified service desks and service provider environments
No negative impact on user experience or existing records
Access to configuration data remains unaffected
PAYROLL SUPPORT
GROUPRECRUITMENT BACKOFFICE
SUPPORT SERVICE DESK CHANGE MANAGEMENT
HR ORG. IT SUPPORT
CALBRO SERVICES
© Copyright 2016 BMC Software, Inc.
Assignment menu ensures data privacy
Avert wrong assignment and avoid accidental data visibility
Assignment menu is now driven by company rather than user
New configuration defines Company to support group mapping
© Copyright 2016 BMC Software, Inc.
.
PLATFORM INNOVATION
New SSO, advanced archiving, easier platform management
and more…
© Copyright 2016 BMC Software, Inc.
Call Home – quicker issue resolution
Opt-in to call home feature (first released in 9.0)
Quickly extract application version information
Share server plug-in configurations and upgrade history with BMC support
Estimated to save 30 minutes on information gathering and ½ day on ticket elapse time
© Copyright 2016 BMC Software, Inc.
Quickly move changes across environments
Now include base object OR overlaid objects in package
No need to access Dev studio or OS for deployment
Move data and code in a contained package (first introduced in 9.0)
New ability to rollback workflow object changes
Supports packaging SRM objects
Drag-and-drop an image here or click the icon to insert. You can find ready made device images in the Remedy PM Dropbox folder “Templates / Images / 7x5 Device Mockups”.
DEVELOPMENT ENVIRONMENT
Developer creates the package
The plugin builds and validates the package
Developer exports the validated package to the
local computer and shares the package with
the administrator
QAENVIRONMENT
Administrator imports the package
The plugin validates the package
Administrator deploys the package
Business user tests the package and provides
approval
PRODUCTION ENVIRONMENT
Administrator imports the validated package
from the local computer
The plugin validates the package
Administrator deploys the package
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© Copyright 2016 BMC Software, Inc.
Upgrade with Zero Downtime
Upgrade AR Systems and CMDB without any downtime (first released in 9.0)
End-to-End steps documented and published on product wiki
Now supports all platforms and databases currently supported by AR Server
© Copyright 2016 BMC Software, Inc.
Archive now includes SLM
OOTB archiving ensures data integrity (first released in 9.0)
Now archive service level information for tickets
New archive policies for SLM(SLA Compliance and SLA Compliance history data)
© Copyright 2016 BMC Software, Inc.
Remedy Single Sign On
Use existing AR System Login ID for SSO with User ID transformation feature
Support for LDAP protocol
Light-weight SSO web application (first introduced in 9.0)
Supports all platforms and databases supported by AR System Server
Compatible with AR System 7.6.04, 8.1, 9.0 and 9.1
© Copyright 2016 BMC Software, Inc.
Easier platform management with CCS
Centralized Configuration (CCS) – first introduced in 9.0
Faster and easier to manage Remedy platform
Now includes additional AR components:
Flashboard Server Assignment Engine
AREA-LDAP Plugin ARDBC-LDAP Plugin
DSO Engine
© Copyright 2016 BMC Software, Inc.
New and improved compatibility
NEW – Windows 10 support for clients
NEW – Microsoft Edge browser
IMPROVED – Mozilla Firefox 42(from 37)
IMPROVED – Google Chrome 46(from 41)
© Copyright 2016 BMC Software, Inc.
Easier data management
Easier onboarding of ‘Company’ with new field in UDM framework
New organization structure helps to eliminate or merge ‘Company’ and ‘Support Group’
Existing records are modified to align with new structure
© Copyright 2016 BMC Software, Inc.
Other platform enhancements
AR JDBC now supports - Union, Bucketing, Text Truncate, Date functions and more
Dedicated queue for JDBC queries to optimize Smart Reporting
Enhanced CMDB to SCCM adapter includes install simplifications and supports SCCM 2012
© Copyright 2016 BMC Software, Inc.
KNOWLEDGE CENTERED SUPPORT (KCS)
9.1 release summary
SMART REPORTINGNEW PERSONAS AND REPORTS
ENHANCED PERMISSION MODEL
CONTINUED PLATFORM INNOVATION
© Copyright 2016 BMC Software, Inc.