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BMC Remedy IT Service Management 7.

5
Whats New?
Andy Walker Principal Solution Consultant andy_walker@bmc.com March 2009

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
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Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
3

AR System 7.5

Performance DSO Improvements Developer Studio Version Control Historical user license usage Option of Logging to Form Mid-Tier Enhancements User Interface Enhancements Approval Server Enhancements
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What is Developer Studio?

Next generation Interactive Development Environment (IDE)


Based on Eclipse for developing applications on the BMC Remedy AR System Eclipse is an open-source, platform-independent software framework for developing tools

It replaces Remedy Administrator Significantly improves the design experience: Unicode application

Easier editing Modern features such as Undo/Redo, Content assist, Syntax highlighting

Extensible Customization/Personalization
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Multiple language support

Historical License Usage | Overview

AR can track License Usage for each User


License details are captured only when a License is granted or released Can be enabled/disabled through Server Admin Console
Configuration tab

License details are captured in AR Form


enabling reporting thru Flashboards or other reporting tools

AR System 7.5 Mid-Tier

Flashboards in Flex Browser License Release Right-To-Left (RTL) Performance Web Reporting (macros)

Feature Overview: FB in Flex

Mid-Tier will carry both old JFree FB and new Flex FB Flex version allows more user interaction and off-load some work off
Mid-Tier

AR 7.5 Clients: Whats New ?


New - UI Capabilities


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Changed
Page field -> Panel field Page Holder -> Panel Holder Partial text QBE for dropdown list Web Look and Feel
Web-style dialogs (e.g. expand box). Nice visual transition effects.

New - Other

Panels, Panel Holders Cell-Based Tables Templates Fill layout Tooltips Auto-Completion PNG / GIF support Tree Sorting Enhancement Changed Field Highlighting Buttons in tables
Remove (clear) from Menu Enhanced Default Form View Selection WUT Preference Loading Performance Fix File System Browser

Missing required field highlighting (web).

Improved 508 for table field (selected rows are identified)

Approval Server Feature Overview


Approval Central updated with a professional look. Questions and comments that approvers have can now be related with the Approval request. An approval request can now be submitted with relevant in-context attachments / Notes / Comments. You can now specify, by mapping field values, what important information you want approvers to see before exercising authority. A logged in approver will now see:
All approval requests assigned to him directly All requests for which he has been designated as an alternate.

Decision can now be exercised on multiple requests concurrently. Who all will approve?
A flowchart pictorially depicts the approvers. Approvers across multiple processes can also be viewed.

Approver can add an ad-hoc approver in the current process. Displaying Full Name and Role ID of approvers.

Approver can now reassign the request to others.


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Features New Approval Console


Approval Console in 7.5

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Features Approval Sequence Flow Chart


Displays the history and preview of approvals in a flow-chart format.

Ad-hoc approvers can be added from the same view.


The visualizer plug-in is used to render the flowchart.

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The ITSM Upgrade Stack from 7.0.x to 7.5


Supported CM 7.0.03 SD 7.5 AM 7.0.3 CMDB 7.5 AR 7.5 Current CM 7.0.03 Not Supported

CM 7.5
SD 7.5

SD 7.0.03

AM 7.0.03 CMDB 2.1 AR 7.1

AM 7.5 CMDB 2.1 AR 7.1

Supported CM 7.0.03 SD 7.0.03 AM 7.0.03 CMDB 2.1* AR 7.5


* Note: UNIX requires upgrade

CM 7.0.03 SD 7.0.03 AM 7.0.03 CMDB 7.5 AR 7.5 CM 7.5 SD 7.5 AM 7.5 CMDB 7.5 AR 7.5
Changed Component

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
14

Atrium Core 7.5

Common Data Model Console


Class Manager Federation Manager Explorer Impact Simulator Normalisation Product Catalog Reconciliation AIE Service Catalog
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BMC Atrium Core 7.5 Explorer


Atrium

Explorer
New graphical tool to view CIs and Relationships Better zooming and layout for large number of CIs Service Model creation and editing capabilities (Ability to edit class/relationship attributes from the topology view itself) Filtering capability to hide/show right details based on end user need Ability to see potentially impacted business services Ability to show multiple independent hierarchies on the same graph Ability to toggle between multiple topology views at the same time
Prototype Screenshot - Subject to Change

Goal: Provide next generation graphical editor to view and edit service models

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BMC Atrium Core 7.5 Explorer

Atrium Core Console

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
18

Service Desk 7.5 Themes

Service Awareness
Service and CI fields added to Incident Request, Incident Request template, Problem Investigation and Known Error forms
Fewer mouse clicks Encourages use Easier to search by Service and CI

Simplification
Improved Look and Feel Improved Console Best Practice Incident Request view Process Overview (launches SMPM)

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Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Incident Management 7.5: Console


Improved Look and Feel One Console Flashboards View Broadcast Indicator Incident Counts My Searches

Watch List
Process Overview (SMPM) Console List Details

Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Incident Management 7.5: Console


Improved Look and Feel One Console Flashboards View Broadcast Indicator Incident Counts My Searches

Watch List
Process Overview (SMPM) Console List Details

Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Incident Form - Best Practice view


Improved Look and Feel Form lay-out supports the order in which information is entered Optimized # of fields Customer search Mouse over Template

Affected Service
Causal CI Broadcast SLM Status Process Overview

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
23

Change Management 7.5: Whats New ?

New and improved Processes and Automations


New Release Process New Collision Detection capability Updated Calendar Improved Consoles

Great leverage of BMC Atrium 7.5


Atrium Explorer Atrium Impact Simulator Service focus (Atrium CMDB) Improved Approvals Improved SLM views

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Enterprise Strategy Expand depth in Service Support: Release


Goal Provide Best Practice support for Release Management Lifecycle
Key Capabilities Milestone driven Release Management Process Manifest to provide a consolidated view needed to drive completion of Changes and Activities required to Close the Release Collision Detection to manage and resolve potentially harmful conflicting Changes Access to Best Practice Release Management Templates
Prototype Screenshot - Subject to Change

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Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Atrium Impact Simulator: What is this feature?

Atrium Impact Simulator (AIS) is an option in the Atrium 7.5.00 installer


Install Atrium Impact Simulator Engine 7.5.00 Pre-requisite for the Change Management and AIS integration (CHGAIS) to load and become accessible

AIS is based on SIM technology and calculates the impact given a set
of Configuration Items (CIs).
Does not require the purchase of Service Impact Management

Allows change users to create a new Change Request based on a

simulated impact analysis (or what-if scenario) generated by Atrium Impact Simulator (AIS). advantage of this feature.

A Service Model must be present in the Atrium CMDB in order to take


26 Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
38 Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Service Level Management 7.5: Whats New ?

New Data Sources New CI Outage Service Targets Improved UI Scheduled Service Target Builds

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Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Cross Solution Integration CI Outage


BMC SLM now offers two methods to measure Configuration Item (CI)
availability

BMC SLM 7.1 Availability Service Targets


Measure the time an asset or service is available or unavailable based on defined qualifications Tracked by monitoring changes in state on a specific record on a form Measurement records are created when a record is submitted or modified and meets the terms and conditions of the Service Target

CI Outage Service Targets


Measure CI availability based on Asset Management Outage records Ability to select and relate Configuration Items (CIs) to Service Targets Select the time to begin outage tracking and the associated business entity SLM will begin tracking the records after the service target is created and any previous CI Outages are ignored

Service Level Management

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Copyright 12/19/2008 BMC Software, Inc. BMC & Partners Only Customers must have BMC NDA

Scheduling Service Target Builds

Problem with Service Target builds


Any change to a Service Target definition required a build Rebuilding Service Targets during business hours impacted the AR Server Each rebuild required the AR Server to re-cache workflow Changing and rebuilding multiple Service Targets compounded the problem Service Targets could only be built at save time or manually

Two big improvements


Service Target daily build schedule Reducing the need to rebuild Service Target to essential changes
Terms and Conditions Reset goal Milestones and Actions Service Target status (enable/disable) Changes to the Effective from field

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
43

Asset Management 7.5: Expand depth in Service Support: SWLM

Enhance Asset Lifecycle Management


with delivery of a Proactive Software License Management solution
Workflow for license verification, deployment and removal Rich support for license models Enhanced discovery and usage tracking Out-of-the-box compliance reporting Expand contract management features and functionality in support of software license management

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Software Asset Management Console

License Certificate

Agenda

AR System

Atrium Core Service Desk Change Management Service Level Management Asset Management Miscellaneous
48

BSM Directions Identity Management part of ITIL v3

Event Mgt Incident Mgt Request Mgt Problem Mgt

Identity Mgt
(a.k.a. Access Mgt)

Identity Management is a critical part of Service Operation. Service Operation also encompasses management of Events, Incidents, Requests, and Problems. The strategy is to move from an IdM-centric model to an Identity-aware BSM model.

Thank You

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