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.


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

3© Copyright 2019 BMC Software, Inc.

Cognitive Service and Operations Management

OUR VISION

Industry First : End-to-end platform for ITSM and ITOM Powered by

AI/ML

COGNITIVEPLATFORM


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


Lower Cost ofOperations / Admin

ITSM User Experience

ITSM RELEASE 19.08 DELIVERS NEW VALUE IN SUPPORT OF KEY ITSM TRENDS

Cognitive Service ManagementDevOps


ITSM User Experience

19.08 RELEASE

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



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


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


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


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



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


Lower Cost ofOperations / Admin

19.08 RELEASE


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


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


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


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


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


COGNITIVE SERVICE MANAGEMENT

& DEVOPS

19.08 RELEASE



MACHINE LEARNING FOR CHANGE RISK RECOMMENDATION

Change Risk Level Recommendation by Cognitive Machine

Learning

13


MACHINE LEARNING FOR PROBLEM ROOT CAUSE ANALYSIS

Problem Root Cause Recommendation by Cognitive Machine

Learning

13


Azure Alerts

BMC Helix ITSMBMC Helix Multi-Cloud

Service Management

Incident Alert

PRE-BUILT INTEGRATION WITH MICROSOFT AZURE ALERTS


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.

bmc helix itsm: what's new and what's coming€¦ · bmc helix cognitive automation itsm...

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