Survey Summary

A lot of improvements got traction in the past 6 months, with changes we’ve done since the last survey.

The Community CSAT now reaches 3.8 (on 5 stars)

Thanks all! This progress could not have been done without you, and the productive feedback you always give on surveys (and also day to day, directly on BMC Community).

The Experience improved a lot for regular Members, as you'll see below with all specific CSAT going up compared to March survey results.

All Community Features have a CSAT between 3.6 and 4.5. Your feedback is that capabilities work fine or very fine, no burning issue. Looking at insights with free text comments and cross-references, we spotted useful improvement areas anyway. We'll schedule them in our next sprints.

All Programs on BMC Community now have a CSAT between 3.7 and 4.1. Illustrating that Content (resources) and Engagement (regular posts & interactions) help your Experience on BMC Community, and your Business eventually.

Again, we found insights by looking deep into details. The biggest take-away is variance depending on specific Product.

Last important information we've spotted in the survey responses: we see a cohort of new Members, who are not used yet to BMC Community, and who we need to better onboard.

Roadmap for next 6 months

Features & User Experience:

• Fine-tuning details for Search & Notifications
• More focus on content (content-first approach)
• Easier access to key capabilities that create Value for the Community, especially interactions

Programs & Communities:

• We’re enhancing Program adoption for all products in our portfolio, so that you have a consistent Experience,
• We’ve heard you, and will add community granularity both for BMC Compuware (Topaz, ISPW, etc.) and BMC Helix (ITSM, BHOM, etc.).

Does this roadmap make sense for you? Please comment below with:

• things you like,
• things that do not make sense,
• and items you'd like to see included.

In the next weeks and months, we'll update this very post to share progress.

On August 16th, BMC Education launched an early adopter pilot for a new Learning Experience Platform (LXP) called Degreed. The new LXP integrates our current BMC education content with other sources, such as Youtube, and provides a personalized feed with Artificial Intelligence recommended training. This provides an integrated platform where BMC can provide learning tracks by role, customers can search for skills and topics, and progress can be measured in a single simple-to-use app. All BMC Customers and Partners who have an active Ultimate or Essentials Education subscription were invited to participate in the pilot.

The new personalized approach, managed by the new Learning Experience Platform, provides a personalized interface that tailors your experience based on skills and interests, aligns free and subscription contents to your role, provides access to community and Subject Matter Experts, improves navigation, allows you to create your own learning paths, and much more. The new platform brings everything you need to build skills, providing guidance, learning resources, feedback, and even projects all in one place.

LXP Features Include:

• The platform allows the combination of content from multiple sources (different YouTube channels like Support, Mainframe, existing Cornerstone Learning Management system contents, etc.)
• Users can select their major role like consultant, admin etc. and select key skills they need, and all their recommended learning will leverage this information as their foundation
• Users control their learning by identifying their skills, following existing or building their own learning paths, following peers, and sharing their learning experiences
• The platform uses insights on each individual's skills and growth opportunities to continue to guide them toward the learning that matters most
• Everyone’s feed is a simple personalized hub that allows organization of all learning
• Users can establish training plans, identify pathways, plan assignments, and continuously monitor your progress through the personalized profile tools 
• BMC recommended training and content can be assigned to specific skills and profiles so we can help customer to find the optimal training
• Users can easily search for training by skills, contents, products, versions etc.
• Periodic activity can be measured and tracked for everyone
• And much more…

The BMC Education team believes the new Learning Experience Platform will blend content, people, experiences, and assessments into a curated learning journey that goes beyond traditional corporate education. Stay Tuned for updates about our new Learning Experience Platform by Degreed...

On August 16th, BMC Education launched an early adopter pilot for a new Learning Experience Platform (LXP) called Degreed. The new LXP integrates our current BMC education content with other sources, such as Youtube, and provides a personalized feed with Artificial Intelligence recommended training. This provides an integrated platform where BMC can provide learning tracks by role, customers can search for skills and topics, and progress can be measured in a single simple-to-use app. All BMC Customers and Partners who have an active Ultimate or Essentials Education subscription were invited to participate in the pilot.

The new personalized approach, managed by the new Learning Experience Platform, provides a personalized interface that tailors your experience based on skills and interests, aligns free and subscription contents to your role, provides access to community and Subject Matter Experts, improves navigation, allows you to create your own learning paths, and much more. The new platform brings everything you need to build skills, providing guidance, learning resources, feedback, and even projects all in one place.

LXP Features Include:

• The platform allows the combination of content from multiple sources (different YouTube channels like Support, Mainframe, existing Cornerstone Learning Management system contents, etc.)
• Users can select their major role like consultant, admin etc. and select key skills they need, and all their recommended learning will leverage this information as their foundation
• Users control their learning by identifying their skills, following existing or building their own learning paths, following peers, and sharing their learning experiences
• The platform uses insights on each individual's skills and growth opportunities to continue to guide them toward the learning that matters most
• Everyone’s feed is a simple personalized hub that allows organization of all learning
• Users can establish training plans, identify pathways, plan assignments, and continuously monitor your progress through the personalized profile tools 
• BMC recommended training and content can be assigned to specific skills and profiles so we can help customer to find the optimal training
• Users can easily search for training by skills, contents, products, versions etc.
• Periodic activity can be measured and tracked for everyone
• And much more…

The BMC Education team believes the new Learning Experience Platform will blend content, people, experiences, and assessments into a curated learning journey that goes beyond traditional corporate education. Stay Tuned for updates about our new Learning Experience Platform by Degreed...

What is it?

This 90-minute long 1:1 UX session will be conducted remotely through Zoom meeting. For data collection purposes, during this session - information is captured regarding processes and experiences with our products and services.

The goal of this study is to:

-         Identify persona-specific workflow requirements

-         Provide suggestions for workflow and UI design improvements

-         Gather user feedback on proposed workflow and UI solutions for onboarding AMI Ops Monitor

When is it?

Wednesday September 1st – Thursday, October 28st, 90 minutes between :

US Customers – 8am-1PM Eastern Time(EST)

Europe Customers- 2PM – 6 PM Central European Time(CET)

Japan Customers- 1PM- 6PM Japan standard Time

Who Qualifies?

We are looking for IT Admin/Operator and System Programmer who performs at least one of the following tasks:

-         Track the real-time health of entities/assets under his or her ownership

-         Sets thresholds for important parameters and Manages events/alarms

-         Ensure end-to-end monitoring of assets under his or her ownership

-         Investigate and solve environment performance issues

What you need for the 1:1 session?

A 90-min time window to join this 1:1 UX session via Zoom meeting.

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line: “UX Research Study: AMI Ops Monitor”

What is it?

This 60-minute long 1:1 UX session will be conducted remotely through a Teams meeting. For data collection purposes, during this session - information is captured regarding processes and experiences with our products and services.

 The goal is to understand the current processes and information used today for assignment within service desk. The ultimate goal is to better understand how we may support this process better using AI/ML technologies. It would be ideal but not required if customers could share their screen to walk us through this process.

When is it?

Monday, October 4th - Friday, October 15th. 60 minutes between 7 AM – 5 PM PST, 

OR any time after 4 PM CET.

Who Qualifies?

We are looking for Service Desk Manager/Leads/Supervisors.

You qualify for this UX research session if you are responsible for Service Desk ticket assignment and/or oversee the ticket assignment process.

What you need for the 1:1 session?

A 60-min time window to join this 1:1 UX session via Teams meeting.

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line: “UX Research Study: ITSM Auto-Assignment”

There are new WBTs (Web-Based Trainings) added to the BMC Helix Operations Management: Enterprise Education Subscription every month. The BMC Helix Operations Management: Fundamentals Implementing Alarm Policies (WBT) is the latest WBT added to the subscription that now has a total of 9 WBTs:

• BMC Helix Operations Management: Helix Portal Overview (WBT)
• BMC Helix Operations Management: Overview (WBT)
• BMC Helix Operations Management: Fundamentals Device Monitoring (WBT)
• BMC Helix Operations Management: Fundamentals Groups (WBT)
• BMC Helix Operations Management: Fundamentals Log Analytics (WBT)
• BMC Helix Operations Management: Fundamentals Event Processing and Analytics (WBT)
• BMC Helix Operations Management: Fundamentals Dashboards Overview (WBT)
• BMC Helix Operations Management: Fundamentals Working with Dashboards (WBT)
• BMC Helix Operations Management: Fundamentals Implementing Alarm Policies (WBT)

There are more WBTs coming your way. So, do not miss out on the BMC Helix Operations Management: Enterprise Education subscription. Enroll now!

To learn more about BHOM Enterprise Education subscription, please visit our earlier post on Communities.

For any further details, post a comment, or contact us at education@bmc.com. We will be happy to help you.