Tag Archive for: ITSM

Cool Remedy Insights From SMAC 2018

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The Service Management Automation User Conference (SMAC 2018) last week had over 90 sessions on all things BMC Remedy.

Session topics included ARS and ITSM 18.08, BMC Helix Multi Cloud Service Management, simplified integrations to other platforms and ticketing systems hands-on lab, automated regression testing, and container-based deployments of Remedy.

There is always something to learn when Doug Mueller gives a session and he led three on the last day. Here are a few highlights:

  • Use Installer Phasing to pre-check upgrades. You are able to run the Phase 1 pre-check multiple times and address issues before the actual install. For example, you could run it one week in advance and the morning of the upgrade to see if anything has changed.
  • You can save/restore server settings and use templates. This makes creating or upgrading server much easier. For example, have a server settings template for a mid-tier.
  • If you have a large number of groups, look at hierarchical groups as a way to simplify maintenance and potentially improve performance.

The arsqled utility, to translate table and column names into words in log files, has been around for years but still worth mentioning. If you want to go deep into logs, there was a session on setting up a log aggregation server using Elasticsearch.

This was a terrific conference with great content and an opportunity to reconnect with the wider Remedy community. The hard work of the sponsors and organizers paid off and I am looking forward to next year.

#smaconf18 #T3SMAC #BMCSoftware #Remedy #multicloud #BMCHelix

What is ITIL Service Delivery? – BMC Blogs

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This blog post walks you through what ITSM and ITIL are, what an IT Service is, what types of services are available, and the evolution of ITIL service delivery.

IT Service Management (ITSM) are the plans, activities, and processes an organization used to design, deliver, and manage service delivery for its customers.

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Source: http://www.adneurope.com/index.php?id=53&L=2

The Information Technology Infrastructure Library (ITIL) is a framework for implementing ITSM and the framework is based on a set of best practices evolved from experience.

An IT service, as described in ITIL v3 framework, is “a means of delivering value to customers by facilitating outcomes customers want to achieved without the ownership of specific costs and risks.”  In other words, delivering something customers value where the customer cannot or does not want to own  and perform itself.

Four categories of IT services are described: business process services, IT skill services, application services, and infrastructure services.

The final definition of ITIL service delivery in the post is:

ITIL service delivery occurs when an IT organization performs an IT service for a customer (business process, IT skills, application, or infrastructure service) that the customer values and desires and that the customer cannot or does not want to own and perform itself.  Services are designed, deployed, delivered, improved, and retired by using the ITIL v3 service lifecycle.

Click the link to read the full article.

Source: What is ITIL Service Delivery? – BMC Blogs

[Featured image courtesy of Flickr: Poptech]

What’s New BMC Remedy ITSM 8

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In BMC Remedy 8.0, simpler means a better customer experience. The areas highlighted in the presentation are:

  • Increase user adoption of value features: intuitive, slick user experience
  • Improved IT productivity: easier collaboration and convenient access
  • Speed up process definition: drag and drop ease of use with powerful actions
  • Reduce admin time and effort: simpler data loads and catalog management

Take a look at this slide share from BMC on what’s new in ITSM 8.0.