ITSM 7 5 Overview - Ext - 2009

BMC Remedy IT Service Management 7.5What’s New?Andy WalkerPrincipal Solution Consultant

[email protected] 2009

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›AR System

›Atrium Core

›Service Desk

›Change Management

›Service Level Management

›Asset Management

›Miscellaneous

Agenda

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

›Performance›DSO Improvements›Developer Studio›Version Control ›Historical user license usage›Option of Logging to Form›Mid-Tier Enhancements›User Interface Enhancements›Approval Server Enhancements

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AR System 7.5

What is Developer Studio?

› Next generation Interactive Development Environment (IDE)– Based on Eclipse for developing applications on the BMC Remedy AR

System– Eclipse is an open-source, platform-independent software framework for

developing tools› It replaces Remedy Administrator› Significantly improves the design experience:

– Easier editing – Modern features such as Undo/Redo, Content assist, Syntax highlighting

› Unicode application– Multiple language support

› Extensible› Customization/Personalization

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Historical License Usage | Overview

› AR can track License Usage for each User– License details are captured only when a License is granted or released– Can be enabled/disabled through Server Admin Console

• Configuration tab– License details are captured in AR Form

• enabling reporting thru Flashboards or other reporting tools

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›Flashboards in Flex›Browser License Release›Right-To-Left (RTL)›Performance›Web Reporting (macros)

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AR System 7.5 Mid-Tier

Feature Overview: FB in Flex

› Mid-Tier will carry both old JFree FB and new Flex FB› Flex version allows more user interaction and off-load some work off

Mid-Tier

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AR 7.5 Clients: What’s New ?

› New - UI Capabilities– Panels, Panel Holders– Cell-Based Tables– Templates– “Fill” layout– Tooltips– Auto-Completion– PNG / GIF support– Tree Sorting Enhancement– Changed Field Highlighting– Buttons in tables

› New - Other– Remove (clear) from Menu– Enhanced Default Form View Selection– WUT Preference Loading Performance Fix– File System Browser

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› Changed– “Page” field -> “Panel” field– “Page Holder” -> “Panel Holder”– Partial text QBE for dropdown list– Web Look and Feel

• “Web-style” dialogs (e.g. expand box).

• Nice visual transition effects.• Missing required field highlighting

(web).– Improved 508 for table field (selected

rows are identified)

Approval Server Feature Overview

– Approval Central updated with a professional look.– Questions and comments that approvers have can now be related with the Approval request. – An approval request can now be submitted with relevant in-context attachments / Notes / Comments. – You can now specify, by mapping field values, what important information you want approvers to see before

exercising authority.– A logged in approver will now see:

• All approval requests assigned to him directly• All requests for which he has been designated as an alternate.

– Decision can now be exercised on multiple requests concurrently.– Who all will approve?

• A flowchart pictorially depicts the approvers. Approvers across multiple processes can also be viewed.– Approver can add an ad-hoc approver in the current process.– Displaying Full Name and Role ID of approvers.– Approver can now reassign the request to others.

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Features – New Approval Console

Approval Console in 7.5

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Features – Approval Sequence Flow Chart

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– Displays the history and preview of approvals in a flow-chart format.

– Ad-hoc approvers can be added from the same view.

– The visualizer plug-in is used to render the flow-chart.

AR 7.1

CMDB 2.1

AM 7.0.03

SD 7.0.03

CM 7.0.03

Current

The ITSM Upgrade Stack from 7.0.x to 7.5

Supported

AR 7.5

CMDB 7.5

AM 7.0.3

SD 7.5

CM 7.0.03

Not Supported

AR 7.1

CMDB 2.1

AM 7.5

SD 7.5

CM 7.5

AR 7.5

CMDB 7.5

AM 7.5

SD 7.5

CM 7.5

AR 7.5

CMDB 2.1*

AM 7.0.03

SD 7.0.03

CM 7.0.03

AR 7.5

CMDB 7.5

AM 7.0.03

SD 7.0.03

CM 7.0.03

ChangedComponent

Supported

* Note: UNIX requires upgrade

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

› Common Data Model› Console

– Class Manager– Federation Manager– Explorer– Impact Simulator– Normalisation– Product Catalog– Reconciliation– AIE– Service Catalog

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Atrium Core 7.5

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BMC Atrium Core 7.5 Explorer

• Service Model creation and editing capabilities (Ability to edit class/relationship attributes from the topology view itself)

• Filtering capability to hide/show right details based on end user need

• Ability to see potentially impacted business services

• Ability to show multiple independent hierarchies on the same graph

• Ability to toggle between multiple topology views at the same time

› Atrium Explorer– Goal: Provide next generation graphical editor to view and edit service

models • New graphical tool to view CIs and Relationships• Better zooming and layout for large number of CIs

Prototype Screenshot - Subject to Change

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Atrium Core Console

BMC Atrium Core 7.5 Explorer

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

© Copyright 12/19/2008 BMC Software, Inc. – BMC & Partners Only Customers must have BMC NDA

Service Desk 7.5 Themes

› Service Awareness– Service and CI fields added to Incident Request, Incident Request template,

Problem Investigation and Known Error forms• Fewer mouse clicks• Encourages use• Easier to search by Service and CI

› Simplification– Improved Look and Feel– Improved Console– Best Practice Incident Request view– Process Overview (launches SMPM)

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© Copyright 12/19/2008 BMC Software, Inc. – BMC & Partners Only Customers must have BMC NDA

Incident Management 7.5: Console

Improved Look and Feel

One Console

Flashboards

View Broadcast Indicator

Incident Counts

My Searches

Watch List

Process Overview (SMPM)

Console List

Details

Incident Form - Best Practice view

Improved Look and Feel

Form lay-out supports the order in which information is entered

Optimized # of fields

Customer search

Mouse over

Template

Affected Service

Causal CI

Broadcast

SLM Status

Process Overview

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

Change Management 7.5: What’s New ?

› New and improved Processes and Automations– New Release Process– New Collision Detection capability– Updated Calendar– Improved Consoles

› Great leverage of BMC Atrium 7.5– Atrium Explorer– Atrium Impact Simulator– Service focus (Atrium CMDB)– Improved Approvals– Improved SLM views

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Enterprise StrategyExpand depth in Service Support: Release

Prototype Screenshot - Subject to Change

Goal Provide Best Practice support for Release Management Lifecycle

© Copyright 12/19/2008 BMC Software, Inc. – BMC & Partners Only – Customers must have BMC NDA

Key Capabilities› Milestone driven

Release Management Process

› Manifest to provide a consolidated view needed to drive completion of Changes and Activities required to Close the Release

› Collision Detection to manage and resolve potentially harmful conflicting Changes







› Collision Detection to manage and resolve potentially harmful conflicting Changes

› Access to Best Practice Release Management Templates



Atrium Impact Simulator:What is this feature?

› Atrium Impact Simulator (AIS) is an option in the Atrium 7.5.00 installer– Install Atrium Impact Simulator Engine 7.5.00 – Pre-requisite for the Change Management and AIS integration (CHGAIS) to load

and become accessible

› AIS is based on SIM technology and calculates the impact given a set of Configuration Items (CI’s).

– Does not require the purchase of Service Impact Management

› Allows change users to create a new Change Request based on a simulated impact analysis (or what-if scenario) generated by Atrium Impact Simulator (AIS).

› A Service Model must be present in the Atrium CMDB in order to take advantage of this feature.

26 © Copyright 12/19/2008 BMC Software, Inc. – BMC & Partners Only – Customers must have BMC NDA


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›New Data Sources›New CI Outage Service Targets› Improved UI›Scheduled Service Target Builds

Service Level Management 7.5: What’s New ?

Cross Solution Integration – CI Outage

› BMC SLM now offers two methods to measure Configuration Item (CI) availability

› BMC SLM 7.1 Availability Service Targets– Measure the time an asset or service is available or unavailable based on defined

qualifications– Tracked by monitoring changes in state on a specific record on a form– Measurement records are created when a record is submitted or modified and meets

the terms and conditions of the Service Target

› CI Outage Service Targets – Measure CI availability based on Asset Management Outage records– Ability to select and relate Configuration Items (CIs) to Service Targets– Select the time to begin outage tracking and the associated business entity– SLM will begin tracking the records after the service target is created and any

previous CI Outages are ignored

Service Level Management


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Scheduling Service Target Builds

› Problem with Service Target builds– Any change to a Service Target definition required a build– Rebuilding Service Targets during business hours impacted the AR Server– Each rebuild required the AR Server to re-cache workflow– Changing and rebuilding multiple Service Targets compounded the problem– Service Targets could only be built at save time or manually

› Two big improvements– Service Target daily build schedule– Reducing the need to rebuild Service Target to essential changes

• Terms and Conditions• Reset goal• Milestones and Actions• Service Target status (enable/disable)• Changes to the “Effective from” field

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

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Asset Management 7.5:Expand depth in Service Support: SWLM

› Enhance Asset Lifecycle Management with delivery of a Proactive Software License Management solution

– Workflow for license verification, deployment and removal

– Rich support for license models – Enhanced discovery and usage tracking– Out-of-the-box compliance reporting– Expand contract management features and

functionality in support of software license management

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Software Asset Management Console

License Certificate

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›AR System

›Atrium Core

›Service Desk



›Asset Management

›Miscellaneous

Agenda

BSM DirectionsIdentity Management part of ITIL v3

Identity Mgt (a.k.a. Access Mgt)

Event Mgt

Incident Mgt

Request Mgt

Problem Mgt

Identity Management is a critical part of Service Operation.

Service Operation also encompasses management of Events, Incidents, Requests, and Problems. The

strategy is to move from an IdM-centric model to an Identity-aware BSM model.

Thank You

ITSM 7 5 Overview - Ext - 2009

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