What’s New in BMC Remedy ITSM 7.0 Overview Presentation

Bryan CunninghamAccount ExecutivegenerationE Technologies209-559-0397bryan.cunningham@generationetech.comwww.generationetech.com

Agenda

› Introduction› What’s New› Demo› Questions

BMC Remedy Service Desk 7.0

› Multi-Tenancy – 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 › Intelligent Ticketing (with SIM 7.0)

– Utilizes service model to prioritize incidents based on service impact, cost, and schedule

› Process Flow Visualization › Integration with Remedy Knowledge Management

7.0 Incident Console

› Incident console – Web-based interface for

analyst interaction› Broadcasts

– Communication of known errors and outages

› Standard incident templates

– Simple submission of common incidents

› Access root cause & known error

– End user access to known error workarounds

Problem Management In the Service Desk

› BMC Remedy Problem Management

– A KEY part of the Service Desk - encompasses problem investigations, error control, and knowledge solutions.

– Proactively prevent the occurrence of incidents, errors, and additional problems.

– Root Cause Detection of incidents. – Initiates actions that help to improve or correct the situation, preventing the

incident from recurring.– Resulting in a known error or knowledge.

• A known error is a problem that has been successfully diagnosed and for which a temporary workaround or permanent solution has been identified.

• The Knowledge Database is a central repository of solutions that can be accessed from within the solution to bring quick resolution to an outstanding issue.

Problem Console

› New problem management processes– Select specific incidents, common incidents, review incidents over time

› Content management– Known error records

Change Management 7.0

Change Planning› Change Calendar › Risk Assessment › CI Viewer › Availability/Unavailability› Multi-Stage Approvals

Change Efficiency› Consoles› Templates› Process Flow Visualization› Task Management & Viewer› DSL

Change Productivity › Change Dashboard› Closed Loop Verification

Benefit Summary

› Improved ITIL support reduces cost of implementing best practices› Simplified end user experience reduces call volume› Improved analyst automation increases analyst productivity› Enhanced problem management improves problem prevention› With SIM/SLM:

– Receive real-time service impact information– Prioritize incidents according to impacts– Proactively notify end users

Questions?Bryan CunninghamAccount ExecutivegenerationE Technologies209-559-0397bryan.cunningham@generationetech.comwww.generationetech.com