BMC Helix ITSM: What's New and What's coming€¦ · BMC Helix Cognitive Automation ITSM...
Transcript of BMC Helix ITSM: What's New and What's coming€¦ · BMC Helix Cognitive Automation ITSM...
DAYS
BMC Helix ITSM: What's New and What's coming
Peter AdamsSr. Director, Product Management, ITSM
© Copyright 2019 BMC Software, Inc.
© Copyright 2019 BMC Software, Inc.
Taming the Tech Tsunami
Cognitive Automation Key To Address This Complexity
IoT gets down to business
Multi-Device(IoT)
Multi-Cloud becomes a reality
Multi-Cloud
Omni-Channel Experience takes
center stage
Multi-Channel
DevOps is the new norm
DevOps Big Data
Data is the new oil
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Cognitive Service and Operations Management
OUR VISION
Industry First : End-to-end platform for ITSM and ITOM Powered by
AI/ML
COGNITIVEPLATFORM
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COMPONENTS UPDATED IN THIS RELEASE CYCLE
BMC HELIX ITSM 19.08
AR System
CMDB
Smart Reporting
Smart IT
BMC Helix Cognitive Automation
BMC Helix Multi-Cloud Service ManagementITSM Applications
Client Management
Virtual Chat
SSO
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Lower Cost ofOperations / Admin
ITSM User Experience
ITSM RELEASE 19.08 DELIVERS NEW VALUE IN SUPPORT OF KEY ITSM TRENDS
Cognitive Service ManagementDevOps
NEW ITSM CALENDAR IN SMART IT
#1 voted idea in BMC ITSM Communities
View Changes, Releases, Business Events and Outages
List view for high-volume situations
Control default behaviors using central configuration settings
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© Copyright 2019 BMC Software, Inc.
SMART IT LIVE CHAT
ü New, modern agent workspace in Smart ITü Support up to 4 customers at onceü Create Incidents & Work Orders from Chats
while leveraging templatesü Find and add knowledge articles to chat
conversationsü Agent toolkit with Canned messagesü View customer informationü Transfer Chats to other SMEs
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SMART IT SELF-HELP AND GUIDED TOURS
ü In-app, context aware self-help that users can bring up as needed
ü Guided tours through features / use cases. Video content. Link to Smart IT doc pages
ü Extensible by customers (Whatfixlicense needed)
ü BMC standard for most DSM solutions
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NEW CLASS MANAGER
CMDB Class Manager reimagined in new UX framework
Enhanced capabilities over original class manager found in Flex UI
More efficient data layout to enable shorter time to implement changes to the CDM in your organization
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CMDB EXPLORER ENHANCEMENTS
CMDB Explorer allows you to save your searches for reuse later
Impact Simulations now available from CMDB Explorer using new widget framework
Launch in Context actions available, ship with BMC Discovery action out of the box
COGNITIVE IT COLLABORATION IN MS TEAMS VIA BMC HELIX CHATBOT
Provides mechanism for Swarming, ChatOps and other IT collaboration use cases
Search knowledge, get suggested co-workers, update tickets, all from a chat
Brings the power of Cognitive Service Management to standard collaboration tools
Interact with ITSM system via “slash commands” or natural language
© Copyright 2019 BMC Software, Inc.
13© Copyright 2019 BMC Software, Inc.
NEW MID-TIER LOGIN SCREEN
Login screen aligned with BMC standard UX framework (Adapt)
Update of BMC logos in ITSM UI framework and in login screen
Legacy login screen still available and working
14© Copyright 2019 BMC Software, Inc. BMC confidential – subject to change
BMC HELIX CLIENT MANAGEMENTNEW CAPABILITIES
• Ability to record remote control sessions
• Web console enhancements
• Patch management enhancements
• Supportability & Usability improvements
• Over a dozen customer Ideas from the BCM community
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EASIER INTEGRATION OF CUSTOM ASSET CI CLASSES WITH INVENTORY
Easy enabling of Inventory functions for custom Asset CI classes via SHR:SchemaNames form: à Set ‘In Inventory‘ = Yes
Significant reduction of effort & risk by removing need to develop custom workflow
Part of a bigger code cleanup in the Asset Inventory area
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CMDB CDM UPDATES
New attributes:TagName, TagValue – introduced to BMC_TAG class to enable cloud tags to be stored for Cloud InstancesPillar – introduced to location relationshipsisDR – introduced to Dependency relationships to allow you to indicate that related CI provides DR services to the parent
Attribute changes:isVirtual? – attribute has been relocated to BaseElement to allow for the fact that now almost anything can be, and usually is, virtualized in some form. AI job being released post 19.08 to assist with migrating your data from ‘old’ isVritual attribute to new.
New relationship:RelatedTo – created to provide a generic relationship where there is no dependency or impact between the related CIs allows any class to be related to any other class but is NOT evaluated for Impact calculations
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CONSUMING REST API
OOTB capability to make outbound REST API calls (No custom plug-in required)
Configure consuming REST API through Dev Studio
# 6 Idea in AR System Community
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SMART REPORTING: REAL TIME USER SYNC
New mechanism for user sync in Smart Reporting
Updates in AR User form triggers AR escalation for real-time user update in Smart Reporting
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SMART REPORTING: AUTO CONTENT SYNC FOR MULTI-TENANT SMART REPORTING
Content can be curated in new ‘Shared Org’
Auto-populate reporting content in multiple client orgs in Smart Reporting
Client Org have flexibility to create own content alongside content from ‘Shared Org’
POSTGRESQL / AMAZON AURORA DATABASE SUPPORT
Lower TCO via support of low-cost database option
Support for PostgreSQL and Amazon Aurora DB
Initial focus is on OOTB configuration of PostgreSQL
Available for fresh install - no upgrade/ migration included
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MACHINE LEARNING FOR CHANGE RISK RECOMMENDATION
Change Risk Level Recommendation by Cognitive Machine
Learning
13
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MACHINE LEARNING FOR PROBLEM ROOT CAUSE ANALYSIS
Problem Root Cause Recommendation by Cognitive Machine
Learning
13
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Azure Alerts
BMC Helix ITSMBMC Helix Multi-Cloud
Service Management
Incident Alert
PRE-BUILT INTEGRATION WITH MICROSOFT AZURE ALERTS
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Azure DevOps
Incident Work Item
EFFICIENT DEVOPS WITH MICROSOFT AZURE DEVOPS
Work Note Comment
BMC Helix ITSM BMC Helix Multi-Cloud
Service Management
About BMC
BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.
BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.