BMC Remedy ITSM 8.0 What's New

What’s New in BMC Remedy ITSM 8.0

Make everything
as simple as possible,
but not simpler.
Albert Einstein

2 © Copyright 10/8/2012 BMC Software, Inc

BMC Remedy ITSM 8.0:
simpler means a better customer experience

Increase user adoption of value features. Improve IT productivity.
Intuitive, slick user experience. Easier collaboration. Convenient access.

Speed up process definition. Shift left. Reduce admin time and effort.
Drag & drop ease of use. Powerful actions. Simpler data loads & catalog management.


Intuitive and easy
end user experience


Intuitive and easy
end user experience.
Increases
self-service adoption.


Improved usability
> Consistency
> Simpler screens
> Fewer clicks

More valuable content
brings users back
> Seamless knowledge integration
> Service marketing
> Links
> Self-service HW/SW procurement

Personalized experience
> Complete branding


Next-gen mobile apps.
ITSM anytime, anywhere.


Modern, intuitive UI
> Minimal training through native
user experience, key data
> Cross platform support works
with BYOD policy
> Incident. Approvals.

Easy to manage
> Deploys via app store

Works anywhere
> Offline support


Simpler
approvals.
Faster
Turnaround.


Improved usability for
approvers on the web
> Simpler search / filtering
> Hover-over
> Bulk actions

Updated mobile approval


Simpler collaboration.
BMC Remedy ITSM
becomes social.


IT chat reduces MTTR
> Chat with one or more
agents/SMEs
> Save transcript with record
> Online presence
> XMPP compliant

Proactive communication
improves responsiveness
> Remedy/Twitter integration
> RSS feeds


Reduce silos.
Better collaborate
across IT functions.


Real-time summary brings
everybody on the same page
> Aggregated view of key BSM data
> For services, systems, applications

Flexible options to access the
information


Visual Process Design with
BMC Remedy ITSM Process Designer


Speed up ITSM process
definition by up to 90%.
Shift left.
Fewer customizations.


Simple process definition
> Drag & drop ease-of-use
> Extensive action library
> Visibility into entire process
> No Remedy workflow coding

Use for entire ITSM suite
> Service request fulfillment
> Change implementation (tasks)
> Cross process integrations
(incident  problem)

Transparency & compliance
> Request tracking
> Release management


Faster data loads.
Standardize technology.


Faster data loads
> Multi-threaded load
> Iterative process
> Automated data cleansing

Easy to use
> Fully web based
> Consistent tool across different
ITSM apps
> Support of various data sources
(LDAP, spreadsheet, .arx files, …)

Common technology with
Atrium reduces training
> Same underlying ETL technology


Hub & spoke:
effective service management in
distributed environment.


Effective service management
with multiple Remedy ITSM
instances
> Single, consolidated view of
records on hub
> Sorting. Searching. Filtering.
> Transparent transfer to spoke for
details
> Configuration and runtime data
automatically synchronized


Hub & Spoke architecture

detailed Spoke Spoke
records (customer 1) (customers 2, 3)

Launch UI

Synchronize
data
- config
- requests
Hub

summary
records Request ID
Customer (via prefix)
Summary
Spoke Service
(service provider 4) Priority
Status
Assignee
Target Date


Hub & Spoke: how it looks for service provider
staff members


Online wiki based documentation


It’s about
creating value
for our customers.


BMC Remedy 8.0:
simpler means a better customer experience

Increase user adoption of value features. Improve IT productivity.
Intuitive, slick user experience. Easier collaboration. Convenient access
• All new SRM UI • Back office IT chat
• Integrated knowledge • Chat transcript linked to ticket
• Incident & Approval • Twitter / RSS feeds
mobile apps • Service Context summary
• E-mail based interactions

Speed up process definition. Shift left. Reduce admin time and effort.
Drag & drop ease of use. Powerful actions. Simpler data loads & catalog management.
• Graphical process builder for • New data management tool
Remedy ITSM suite • SRM question improvements
• Action library • Overlay-aware installers with
• Process tracker & visualizer better usability & docs
• Process lifecycle support • New wiki-based docs


Thank You

Visit us on the web

Remedy IT Management Suite
IT Service Management
ITIL

BMC Remedy ITSM 8.0 What's New

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