© 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

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KNOWLEDGE CENTERED SUPPORT (KCS)

Key release features

SMART REPORTINGNEW PERSONAS AND REPORTS

ENHANCED PERMSSION MODEL

CONTINUED PLATFORM INNOVATION

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.

KNOWLEDGE CENTERED SUPPORT

Integrate the creation and maintenance of knowledge into

the process of interaction

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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

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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

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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

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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

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.

Remedy KCSKnowledge Centered Support (KCS) framework now embedded in Remedy with Smart IT

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KCS in Smart IT

Support for KCS Contributors andKCS Coaches

Knowledge Contributor performance evaluation

Article Quality Index (AQI) calculation

Knowledge metrics and KPIs

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Easily assess article quality

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Mobile KCS

New KCStemplate

Check forduplicates

Assess articlequality

Flag articleissues

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New knowledge KPIs

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.

SMART REPORTING

More personas, reports, and dashboards

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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

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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

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.

ENHANCED PERMISSION MODELMore granular control of data access and visibility

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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

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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

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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

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.

PLATFORM INNOVATION

New SSO, advanced archiving, easier platform management

and more…

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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

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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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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

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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)

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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

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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)

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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

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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

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KNOWLEDGE CENTERED SUPPORT (KCS)

9.1 release summary

SMART REPORTINGNEW PERSONAS AND REPORTS

ENHANCED PERMISSION MODEL

CONTINUED PLATFORM INNOVATION

© Copyright 2016 BMC Software, Inc.