What is it?

In this 60-min long UX session, we’d like to discuss new concept design and have you openly communicated your thoughts to

understand things you like and gaps and improvements that are needed.

We’d like interview and/or observe how Admin, managers, and case agents are familiar with how company employees use

service management platforms to send and manage their requests. We are also interested in your expectation of needs of

how you'd expect from an ESM portal. We’d like for you to openly describe your process, the details of key tasks that you do,

and to communicate challenges and needs within this process both as a general employee and as an admin/manager/case agent.

The purpose of this study is to:

- Learn about your current and future needs, concerns, and issues relating to this new idea of an ESM portal

- Capture your feedback on new design concepts for an Enterprise Service Management (ESM) portal for employee

to request and manage service requests

When is it?

Monday, February 6th – Monday, February 20th, 2023.

Any 60-minutes between 7am – 5pm PDT (or any time after 4pm CET)

Who Qualifies?

We are looking for Case Agents/Managers/Admin who are involved in HR, IT, Facilities, Service Requests.

Your job title can be:

• Site Reliability Engineer (SRE),
• Subject Matter Expert (SME),
• Administrator, Service owner, Application owner

 You qualify for this study if you have good knowledge of the process of how employees send and manage service

requests, and some knowledge of how agents handle these requests

What you need for the 1:1 session?

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

Interested?

Next steps: Kindly Email Launa Nguyen Lewis at Launa_Lewis@bmc.com with the subject line:

“Enterprise Service Management Portal”

Knowledge Base Search Tips now has updates to cover recent features including:

• Favorite Products Only 

• 2-minute video demonstrating new visual cues such as “Top Rated in Self Help”

• A Streamlined example that applies across most BMC products

Knowledge Base Search Tips are now the top search result for searches with no facets or keywords performed, in addition to being accessible from the ? icon to the right of the search box.

This is another step in our Focus on Self Solve Search to make it easier to find solutions.

We hope this change makes it easier to find relevant solutions. We welcome any feedback, thoughts or questions on these changes.

Product Change Notification January 2023

Enriching customer satisfaction by providing quality information regarding product renames, replacements, and withdrawals.

PRODUCT RENAME

Complimentary and non-elective retitle of an existing product base, version, and/or marketing schedule that does not alter the feature, functionality, pricing, or existing agreements/entitlements of the product.

PRODUCT AUTO MIGRATION

Complimentary and non-elective product migration that does not result in modifications to the product’s feature and functionality. In instances where minor incremental functionality is provided, such would have otherwise been provided in connection with routine maintenance releases that all subscribers would have been entitled to.

PRODUCT OPTIONAL MIGRATION

SAAS TO SAAS CONVERSION

Paid elective product change that may result in more than minimal changes to the product’s feature, functionality, and/or license list price. In some instances, it may lead to a change in the product code, thus requiring re-installation of the product, but it should not be such that the functionality of the product produces a completely unrelated outcome. The old product rights must be forfeited upon the migration, therefore requiring customer authorization.

PRODUCT UPGRADE

Paid elective product change that consists of moving from one product or solution to another one that contains all the functionality in the original one, plus greater features, and functionality, while remaining within the same product family.

PRODUCT WITHDRAWAL

NO MIGRATION

The End of Life (EOL) of a product, which results in moving it to an Obsolete status once the Projected Obsolete Date (POD) is reached, with no option for customers to migrate it.

KEY DETAILS

Visit the "Attachments" Section to download the PDF/Excel version of this Blog post

FOR MORE INFORMATION

Please contact the appropriate Product Manager by emailing the address provided within each product change section

Group: Product Changes 

BMC FootPrints enables IT organizations the ability to continuously improve service delivery and manage IT assets while driving efficiencies, controlling costs, maintaining compliance, and reducing IT vulnerability and financial risk. BMC FootPrints is easy to install, use, and integrate with other systems. BMC Footprints empowers business users to solve common issues through self-service and provides an easy way to initiate service delivery. Administrators can quickly create personalized working experiences that increase productivity by configuring end-to-end business services for IT and beyond.

In support of BMC Footprints Service Desk features and functionalities, the 5-Day BMC FootPrints 20.x: Administering – is now available!

Through this course, you will be able to:

·       Gain an overview of key concepts, licenses, data, and user management.

·       Examine system and language requirements for installation.

·       Configure the system, work schedules, chat, and miscellaneous settings.

·       Create and edit business process templates and workflows.

·       Create, configure, and edit the address books.

·       Create, configure, and edit workspaces.

·       Plan, configure, and edit surveys.

·       Create, configure, and edit service portfolios.

·       Create, configure, and edit service reports for analytics.

·       Configure and integrate Footprints to different platforms.

·       Perform troubleshooting procedures.

To view the abstract and register, go to BMC FootPrints 20.x: Administering - BMC Software

Modules: 14 | Duration: 5 Days

For any further details, post a comment, or contact us at education@bmc.com

We are happy to announce the launch of our updated BMC Helix Business Workflows 21.x course.

In this course, you will learn about the basic concepts of BMC Helix Business Workflows. You will also learn about configuring a line of Business cases, and templates. In addition to this, you will understand how to use BMC Helix Digital Workplace Catalog Service Requests to automatically create cases. You will also learn about questionnaires, dynamic case fields, and implementing business processes.

This course combines classroom instruction with laboratory exercises to guide students through the basic concepts and configurations of BMC Helix Business Workflows.

Modality: Instructor-led Training (ILT)

Length: 3 Days

Applicable Versions: BMC Helix Business Workflows 21.05

Read more about the course here.

We also added the BMC Certified Associate: Helix Business Workflows 21.x for Administrators Online Exam to take the certification related to the skills.

Learning Continues… Learn Anywhere, Anytime!!!

For any further details about this course of any of our courses, post a comment, or contact us at education@bmc.com. We will be happy to help you :)

The BMC Community team is working to improve the website experience.

We want to understand how people use the BMC Community so we are looking for volunteers to have a 1-1 ‘usability test’ call with. Can you help?

We will walk you through a few test scenarios to help us understand how you navigate the BMC Community and how you use it to make your life easier. The session will be a screen share and will be recorded so we can share your experiences with our internal team.

I would like to emphasize that this is not a test of your knowledge or ability, rather we are focusing on the usability of the BMC Community. There are no right or wrong answers for any of the scenarios, we just want to understand your ‘user experience’.

What do we need from you

·      About 30-40 mins of your time for this call. You can book a timeslot convenient for you here.

·      For the call, please choose a room without distractions.

·      We will be recording your screen, please make sure to close any window with personal information.

·      While performing the test cases we will encourage you to think out loud.

·      We will need your explicit consent to record your screen before we hit record. This is strictly for BMC internal reporting purposes only.

Who is eligible?

Anyone! Whether you’re a long-time member of BMC Community or you’re just getting started, you will just need a valid BMC Community login, and we’re keen to hear from you.

Please block your preferred timeslot here.

If you do not find any of the slots convenient, then please mail me – Biswajeeta_rath@bmc.com or just comment here, and I will be in touch with you.