ITSM - General: BMC Remedy Co-Founder on Mobile ITSM

Now, it’s the time to watch an interesting video.

BMC’s CTO, Chief Software Architect and Co-Founder of Remedy, Doug Mueller talks about Mobile ITSM (IT Service Management).

A key point I noted from this video was that Doug believes, going Mobile ITSM does not mean putting all those thousand fields on your helpdesk into the mobile screen and scrolling up and down! Instead, having only what you want while you are away from your work station or what you might need for a quick update on the move in your iPhone or Blackberry screen is what is going to be. Of course, that makes sense!

Find below the video “BMC Remedy Co-Founder Talks Mobile ITSM”

Enjoy!

Cheers,

ITSM: Expert: Multi Tenancy in BMC Remedy ITSM - Unleashed!

What is Multi-Tenancy?

Multi-tenancy is a BMC Remedy IT Service Management (ITSM) feature that enables the administrators to control access to Data and Configuration based on the value in Company field in ITSM. Company field can contain company name, department name or business unit name or similar entities using which the access rights to be segregated.

There are other ITSM applications (non-BMC Remedy) as well that supports Multi-tenancy.

How to configure Multi-Tenancy?

Three Simple Steps…

Step 1: Set Tenancy Mode to Multi-Tenancy

Open the System Settings form in ITSM and change the value in Tenancy Mode drop down to Multi-Tenancy. Tenancy Mode in Remedy ITSM is set to Multi-Tenancy as the default value during installation.

Step 2: Configure Companies

Open the Company form and configure the companies.

Only the following company types can be used for Multi-tenancy.

· Customer Company

· Operating Company

· Vendor Company

Configure business units as Company (Use multi-tier structure in advanced Configuration tab if needed) if you have to use it as the criteria for segregation. Configure both companies and business units as company using multi-tier structure if you want multiple companies and multiple business units under them to be used for Multi Tenancy.

Step 3: Configure Access Rights for People

In People form Open the People record> General Tab> Access Restrictions Table – add the Companies that the user needs access to. Clear the Unrestricted Access check box unless the user wants access to ALL Companies configured in ITSM.

That’s it! Now the user will have access to only the records with either Customer Company, Contact Company or Service Type (for Incidents Only) company matching any of the companies configured in his People record.

How it works?

For every Company configured in BMC Remedy ITSM, a corresponding Group created in Group form. As you add the company to a user’s people record, corresponding Group ID is added to Group List his record in User form. Now all that ITSM does is, add the Group ID to the Assignee Group field (Field ID 112) in the record (e.g. Incident). Because of the AR System behaviour that the user whose group is in Field 112 will have access to that record, the Multi-tenancy user gets access to the records belonging to his companies.

ITSM: General: Why You Should Take a Holistic Approach to ITIL® and Service Support - BMC

Read the interesting article “Why You Should Take a Holistic Approach to ITIL® and Service Support - BMC” by Doug Mueller of BMC (Chief Technology Officer at BMC Software, Founder of Remedy Software) in the below link.

http://www.bmc.com/usa/promotions/attachments/21590_december_itss_insights_article-itil-3383.html

Cheers

ITSM: Expert: CA's (ca) ITSM Solutions; BMC's Cloud Strategy

It was interesting to hit this blog in CA's (Computer Associates) portal, while browsing through ITSM related stuff in Google. Though of marketing mix, a glance at the blog will help BMC Remedy ITSM experts to think out-of-the-(Remedy)-box at times and shall give them an opportunity to see where other vendors are heading to.

http://community.ca.com/blogs/itil/default.aspx

While Cloud computing is expected to introduce a huge boom in ITSM market, because of SaaS and PaaS, and venors are gearing up to make the most of it, an intersting recent news was about CA's acquisition of Oblicore. Though CA had a Service Level Management (SLM) application in theri portfolio, Oblicore is expected to integrate with their other ITSM products and provide better SLM capabilities.

Read more about it: http://www.ca.com/files/IndustryAnalystReports/opinionwire_25jan10_ca_oblicore_227781.pdf

http://www.ca.com/files/IndustryAnalystReports/ptaknoel_ca_oblicore_commentary_226048.pdf


Finally, see what are BMC's plans around cloud computing

http://www.bmc.com/cloud/

http://documents.bmc.com/products/documents/32/99/133299/133299.pdf

Happy reading!
Cheers.

ARS: General: BMC Remedy Action Request System 7.6.03 Beta Customer Program

The following posted in BMC Communities on May 04, 2010 by David Easter announcing the launch of ARS 7.6.03 Beta program may be of interest to ARS geeks! Read the excerpt below follow the link to read the complete post.

http://communities.bmc.com/communities/thread/42478
Enjoy!

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Excerpt from the post...

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What's new in BMC Remedy Action Request System 7.6.03?

The following are some of the high level enhancements currently expected to be part of AR System 7.6.03:

• Ad-hoc graphical reporting

- Enables graphical reporting through the web client without requiring SAP (Business Objects / Crystal Reports)

- Benefit: No additional cost to customer for simple reporting on the web

• Overlays

- Enforces best practice development within Developer Studio

- Preserves customizations during upgrade of AR System powered applications

- Benefit: Protects business investment in customizations

• Improved User Experience

- New home page including end-user personalization options

- Drag and Drop between tables and fields

- Rich Text Formatting support

- Cut/Paste into attachments

- Fly-out menus

- Panel resizing based on content

- Benefits: Richer User Experience

• Increased 64-bit Support

- AR System will run as a 64-bit executable when installed on Windows 64-bit OS

- AR System will optionally support 64-bit JVM and 64-bit application servers

- Benefit: Take advantage of extended memory on 64-bit servers, increasing capacity and stability

• Enhanced Search Engine

- Provides a centralized search capability for Full Text Search and ITSM Suite

- Benefit: Centralized administration of search capabilities

• Advanced Developer Tools

- Documentation and Graphical Workflow visualization in Developer Studio

- Enhanced Search and Analysis abilities

- Benefit: Developers become more efficient, utilities centralized in one tool

• L10N Improvements

- Introduces a Localization Toolkit for AR System

- Benefit: Enables partners and customers to more quickly localize applications