9/21/2012
Streaming Recording of BMC Demos
Download Recording of BMC Demos
Feedback from group:
- Not full use case demos - which was disappointing
- Although there was a lack of content, we saw basically what we needed to see
- RemedyForce did not stand out from Remedy OnDemand
Follow up Q&A:
- We would like more information on the Service Catalog/Service Request shopping cart and how it behaves. There was not a lot of detail in the demo and it would be helpful to know how it handles multiple requests, pricing, billing etc Request will always give running tally of price. The shopping cart acts as a holder of the requests in a draft form/pending requests (no total price in the shopping cart). Multiple requests are separate tickets, not one request ticket with different line items. The shopping cart can be turned off/hidden if desired
- To follow up on our discussion regarding our self service scenario and a) integrating on the back end with another app, or b) integrating on the front end (passing UI to another site): we did not see specifically what that looks like or how the tool behaves in each case during the demo. We talked about it, but is there a way to see it? There is a feature that instead of punching the users out to another website, Remedy can act as a panel (browser within a browser) and display that website
- Does the tool have the ability to survey customers? If not, are there any 3rd party integrations that allow for that? Remedy ITSM has this out of the box
- Does the tool have the ability to schedule appointments with customers (maybe in Request or Incident)? Does it integrate with Exchange? Integration is possible but it requires a "bolt on" customization and needs to go through the BMC CAB
- Is there any project/portfolio management functionality (possibly in Release Management)? I am thinking about services that are in the development pipeline… No PM function, but Release has tasks and activities. For the Portfolio there is no out of the box tags for development vs production vs retired but it could be configured by adding fields in the CMDB or flagging it as a Business Service entitled "In Development"
- Does the Report Console allow for the scheduling of reports so that they run at a predetermined time on a recurring schedule? Can the system automatically email the report to a designated set of people? Is this something only administrators can do? (I just want to confirm our assumption, which is yes) Version 8.0 allows for this out of the box. BMC Analytics (Business Objects) is an a la carte tool that allows drag and drop ability to build reports, schedule, and distribute. Analytics also allows for cross table reporting. We may want to consider this in the future as it is easier for staff to build there own reports in Analytics than in Remedy Report Console.
- Does the tool integrate with an ACD (Automatic Call Distribution System). We currently use eOn and are currently investigating Cisco Unity Express as well. Yes - integration with telephony platforms and pass information onto Remedy (issuing url to Remedy from soft phone). You configure your call tree to identify whether this is new ticket or existing ticket, etc…
- Does the tool integrate with VoIP, instant messaging and other Service Desk communication tools? Yes. Also Bomgar integration. Need to look at integration with our knowledge base as well
- We would still like some more specifics on 3rd party front ends for Service Catalog/Service Request as the demos did not really address that (customer view). Cisco New Scale and KineticData (SRM replacements). These tools let you design your own UI. For internal views, Remedy Dev Studio allows for changes to forms and UI.
- Licensing: is there any way to change licensing to have additional fixed licenses and the remaining concurrent? Does the pricing structure change? This is still under investigation…