BMC Remedy IT Service Management v7 Overview€¦ · · 2018-04-09BMC Remedy IT Service...
Transcript of BMC Remedy IT Service Management v7 Overview€¦ · · 2018-04-09BMC Remedy IT Service...
9/8/2006
BMC Remedy IT Service Management v7 Overview
Carol Dirig, ITSM Product Manager, BMC
Andrea Hite, SIM Product Manager, BMC
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BMC Remedy ITSM v7 Highlights
› Foundation– BMC® Atrium™ Configuration Management Database (CMDB) enhanced with improved
federation and state-the-art management tools (UI) and a common data model
– Over 13 products pre-integrated into BMC Atrium CMDB
› ITIL® Best Practices– Prebuilt ITIL best practice workflows
› Applications – Improved integration across applications
– Multitenancy allows for flexible configuration for enterprises or outsourcers
› Unification– BMC Remedy IT Service Management (ITSP and ITSM)
– BMC® Service Level Management (BMC® Remedy® Service Level Agreements and BMC®
SLM Express)
– BMC® Change and Configuration Management (integration out of the box)
– BMC® Discovery (integration to BMC Atrium CMDB out of the box)
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v7 Release Timeline
Generally Available on May 9, 2006:� BMC® Remedy® Action Request System® (AR System®) v7 � BMC® Configuration Management (Marimba®) v7
Generally Available on June 9, 2006:• BMC Remedy ITSM v7 Enterprise Applications:
– BMC® Remedy® Service Desk (formerly BMC® Remedy® Help Desk)– BMC® Remedy® Asset Management– BMC® Remedy® Change Management– BMC Service Level Management– BMC® Remedy® Knowledge Management
• BMC Atrium CMDB 2.0
Generally Available in September 2006:• BMC Remedy ITSM v7 Migration Utilities – Phase I • BMC® Service Impact Management (SIM) v7 • BMC® Event Manager (BEM) v7 • BMC® Topology Discovery v1.4 • BMC® Foundation Discovery v1.4
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BMC Atrium CMDB 2.0 Enabling IT Processes and Business Users
CMDB
CI ViewerCI Browser
Management
Console
Analytics
› Single console for BMC Atrium CMDB administration
› Enable broader, deeper understanding of CMDB and asset data
› Query / search interface into federated CMDB environment
› Understand dependencies; Quick link to federated data
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BMC Atrium CMDB 2.0 CI Relationship Viewer
› CI Relationship Viewer — Graphical view into the interrelationships and dependencies between configurations, business services, and users
– Understand dependencies; quick link to federated data
– Leveraged by both BMC and non-BMC applications
• Ability to launch other programs in context
• Ability to view attribute details
• Ability to view federated data
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Definitive Software Library
› Definitive Software Library– A centralized store of authorized software package information
– Prepopulated with 10,000 Windows applications
– Ensures consistency between change and configuration management
– Normalizes entries in the BMC Atrium CMDB
› Benefit– Keeps asset information in the BMC Atrium CMDB accurate
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Definitive Software Library
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BMC Remedy Service Desk v7What’s New
› Multitenancy
– Leverage same support personnel, applications, and knowledge base to service multiple customers or business units within an enterprise
› Improved ITIL Support
– New capabilities to better support incident, problem, and service level management
› New consoles for Requestor (self-service), Incident (assisted service), and Problem (root cause analysis)
› Service Support Cost Tracking
– Assess cost per incident
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BMC Remedy Service Desk v7What’s New (Cont’d)
› Intelligent ticketing (with BMC Service Impact Manager v7)
– Utilizes service model to prioritize incidents based on service impact, cost, and schedule
› Process flow visualization
› Integration with BMC Remedy Knowledge Management
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v7 Incident and Problem Management Consoles
› Incident console – Web-based interface for analyst interaction
› Broadcasts– Communication of known errors and outages
› Standard incident templates– Simple submission of common incidents
› Access to root cause and known error– End user access to known error workarounds
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Process Flow “Visualization”
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BMC Remedy Knowledge Management
› Search solutions, incidents, problems, and attachments
› Easy rich HTML/XML authoring
› Watch lists
› Notifications
› News flashes
› Research session audit trail
Autosuggestion
of relevant
solutions for
higher FCR and
lower AHT
In-place access
to knowledge
base to increase
analyst adoption
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BMC Remedy Asset Management v7What’s New
› Enhanced software license management automation– Autolinkage of discovered software instances to contracts
› Cost tracking to capture IT personnel time spent on incidents – Additional inputs to asset total cost of ownership (TCO)
› Product catalog and contract management integration to Definitive Software Library (DSL)
– Reduce costs and improve compliance
› BMC Analytics for Asset Management – New Analytics offering that provides business intelligence and root cause analysis
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BMC Analytics for Asset Management
IT Executive notices monthly payments to Dell have gone up.
Drills down in the report to see details …
Demo Scenario: Vendor Payments
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BMC Analytics: Drill-down Capability
Payments went up because of a lease penalty.
Executive asks business analyst to find out why lease penalty was imposed …
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BMC Analytics: Ad Hoc Reporting Capability
Business analyst creates a report “on the fly” about lease contracts and assets.
Finds out lease contract had expired and some assets were not returned, hence the penalty.
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BMC Remedy Change Management v7What’s New
› Change calendar– Graphical view of changes and business events
– Predefined filtering
› Change planning risk assessment – Improved accuracy and efficiency of risk assessment
– Change risk report
› Configuration Item Viewer – Visual access to affected CIs
› Change availability management– Define availability/unavailability for changes, configuration items, and business events
› Closed-loop change and configuration management – Integration with BMC Configuration Management (Marimba)
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Change Calendar
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Change Productivity
› Change Dashboard › Dashboard of key metrics
– Operational efficiency
– Overall health
– Financial
– Customer data
– Customer configurable and customizable
› Benefits – Ensures organization is meeting identified goals
› Results– Organizational improvements can be driven with real-time data
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Change Management Dashboard
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Change and Configuration ManagementAutomated Change Hand-offs
› Predefined change tasks for BMC Configuration Management with integration into the Definitive Software Library
› Launch of BMC Configuration Management directly from BMC Remedy Change Management, with fields automatically populated
› Autoverification: BMC Configuration Management automatically verifies the task and closes the change ticket
› Change IDs stamped in activity logs, providing audit trail and “closing the loop” on the change request
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BMC Service Level Management v7 What’s New
› Seamless data integration with IT infrastructure and service support– Collect metrics and events from IT infrastructure monitoring products
– Monitor service support performance of incidents and requests
› Predefined templates to speed agreement and service target creation– Leverage templates instead of defining from scratch
› 20 new out-of-the-box reports – Report on compliance, costs, service target performance
› New SLM contracts for grouping agreements by customer– Enable a customer to access only their service level results
– Leverage service level targets and agreements across multiple contracts
› Manage service level goals based on financial business impact– Calculate penalties and rewards
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SLM Dashboard
›Features:–Real-time display of all service levels
–Trends for compliance and penalties/rewards
–Ability to add comments
›Benefits:–Reduce business risk by focusing on weaknesses in operational and service support performance levels
Graphical view
of performance
with drill-down
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Weight Service Targets in Service Level Agreements
Low priority incidents would have a
lower weighting than urgent priority
incidents
– Manage multiple service targets per agreement, weighting them byimportance to match the needs of the business
– Retroactively change outages for special situations