BMC Remedy ITSM 8.0 What's New

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Check out what's new in Remedy V8.0! Try it for yourself: http://bit.ly/Qsgn3k

Check out what's new in Remedy V8.0! Try it for yourself: http://bit.ly/Qsgn3k

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  • 1. What’s New in BMC Remedy ITSM 8.0
  • 2. Make everything as simple as possible, but not simpler. Albert Einstein2 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 4. Intuitive and easy end user experience4 © Copyright 10/8/2012 BMC Software, Inc
  • 5. Intuitive and easy end user experience. Increases self-service adoption.5 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 7. Next-gen mobile apps. ITSM anytime, anywhere.7 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 9. Simpler approvals. Faster Turnaround.9 © Copyright 10/8/2012 BMC Software, Inc
  • 10. Improved usability for approvers on the web > Simpler search / filtering > Hover-over > Bulk actions Updated mobile approval10 © Copyright 10/8/2012 BMC Software, Inc
  • 11. Simpler collaboration. BMC Remedy ITSM becomes social.11 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 13. Reduce silos. Better collaborate across IT functions.13 © Copyright 10/8/2012 BMC Software, Inc
  • 14. Real-time summary bringseverybody on the same page> Aggregated view of key BSM data> For services, systems, applicationsFlexible options to access theinformation14 © Copyright 10/8/2012 BMC Software, Inc
  • 15. Visual Process Design with BMC Remedy ITSM Process Designer15 © Copyright 10/8/2012 BMC Software, Inc
  • 16. Speed up ITSM process definition by up to 90%. Shift left. Fewer customizations.16 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 18. Faster data loads. Standardize technology.18 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 20. Hub & spoke:effective service management in distributed environment.20 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 23. Hub & Spoke: how it looks for service provider staff members23 © Copyright 10/8/2012 BMC Software, Inc
  • 24. Online wiki based documentation24 © Copyright 10/8/2012 BMC Software, Inc
  • 25. It’s about creating value for our customers.25 © Copyright 10/8/2012 BMC Software, Inc
  • 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 © Copyright 10/8/2012 BMC Software, Inc
  • 27. Thank You Visit us on the web Remedy IT Management Suite IT Service Management ITIL27 © Copyright 10/8/2012 BMC Software, Inc