BMC Remedy ITSM 8.0 aims to simplify the user experience and improve productivity. Key updates include a new intuitive user interface for service request management, integrated knowledge content, and mobile apps for incidents and approvals. It also features easier collaboration tools, a graphical process builder, and improvements to reduce administrative time and effort such as simplified data loading and catalog management.

1. What’s New in BMC Remedy ITSM 8.0

2. Make everything
as simple as possible,
but not simpler.
Albert Einstein
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3. BMC Remedy ITSM 8.0:
simpler means a better customer experience
Increase 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.
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4. Intuitive and easy
end user experience
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5. Intuitive and easy
end user experience.
Increases
self-service adoption.
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6. Improved usability
> Consistency
> Simpler screens
> Fewer clicks
More valuable content
brings users back
> Seamless knowledge integration
> Service marketing
> Links
> Self-service HW/SW procurement
Personalized experience
> Complete branding
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7. Next-gen mobile apps.
ITSM anytime, anywhere.
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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 store
Works anywhere
> Offline support
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9. Simpler
approvals.
Faster
Turnaround.
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10. Improved usability for
approvers on the web
> Simpler search / filtering
> Hover-over
> Bulk actions
Updated mobile approval
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11. Simpler collaboration.
BMC Remedy ITSM
becomes social.
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12. IT chat reduces MTTR
> Chat with one or more
agents/SMEs
> Save transcript with record
> Online presence
> XMPP compliant
Proactive communication
improves responsiveness
> Remedy/Twitter integration
> RSS feeds
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13. Reduce silos.
Better collaborate
across IT functions.
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14. Real-time summary brings
everybody on the same page
> Aggregated view of key BSM data
> For services, systems, applications
Flexible options to access the
information
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15. Visual Process Design with
BMC Remedy ITSM Process Designer
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16. Speed up ITSM process
definition by up to 90%.
Shift left.
Fewer customizations.
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17. Simple process definition
> Drag & drop ease-of-use
> Extensive action library
> Visibility into entire process
> No Remedy workflow coding
Use for entire ITSM suite
> Service request fulfillment
> Change implementation (tasks)
> Cross process integrations
(incident  problem)
Transparency & compliance
> Request tracking
> Release management
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18. Faster data loads.
Standardize technology.
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19. Faster data loads
> Multi-threaded load
> Iterative process
> Automated data cleansing
Easy to use
> Fully web based
> Consistent tool across different
ITSM apps
> Support of various data sources
(LDAP, spreadsheet, .arx files, …)
Common technology with
Atrium reduces training
> Same underlying ETL technology
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20. Hub & spoke:
effective service management in
distributed environment.
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21. Effective service management
with multiple Remedy ITSM
instances
> Single, consolidated view of
records on hub
> Sorting. Searching. Filtering.
> Transparent transfer to spoke for
details
> Configuration and runtime data
automatically synchronized
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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 Date
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23. Hub & Spoke: how it looks for service provider
staff members
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24. Online wiki based documentation
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25. It’s about
creating value
for our customers.
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26. BMC Remedy 8.0:
simpler means a better customer experience
Increase 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 interactions
Speed 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
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27. Thank You
Visit us on the web
Remedy IT Management Suite
IT Service Management
ITIL
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