9/8/2006

BMC Remedy IT Service Management v7 Overview

Carol Dirig, ITSM Product Manager, BMC

Andrea Hite, SIM Product Manager, BMC

9/8/2006 ©2006 BMC Software2

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)

9/8/2006 ©2006 BMC Software3

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

9/8/2006 ©2006 BMC Software4

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

9/8/2006 ©2006 BMC Software5

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

9/8/2006 ©2006 BMC Software7

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

9/8/2006 ©2006 BMC Software9

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”

9/8/2006 ©2006 BMC Software12

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

9/8/2006 ©2006 BMC Software13

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

9/8/2006 ©2006 BMC Software14

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.

9/8/2006 ©2006 BMC Software17

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)

9/8/2006 ©2006 BMC Software18

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

9/8/2006 ©2006 BMC Software20

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

9/8/2006 ©2006 BMC Software22

9/8/2006 ©2006 BMC Software23

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

9/8/2006 ©2006 BMC Software25

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