What is it?

This 60-minute long 1:1 UX session will be conducted remotely through a Teams meeting. During this session,

we will discuss:

-         Pain points and needs. Customers will be asked to if they have any issues with Search in BMC products,

and if so, to describe their top 3 pain points and needs.

-         Feature discussion & feedback. We will share a list of industry standard features and will review them

one by one and ask for their thoughts about the feature and if any, benefits, concerns, and considerations

that we should take note of.

-         Feature prioritization. Customers will be asked to prioritize the list of features based on which is most

important.

The goal of this study is to identify key customer pain points and needs with Search in BMC products, capture

feedback on proposed features (Benefits, Concerns, Considerations), and to capture customer feature

prioritization.

When is it?

Wednesday, August 3rd – Wednesday, August 31st, 2022. Any 60-minutes between 7am – 5pm PDT

(or any time after 4pm CET)

Who Qualifies?

We are looking for:

- Service management architect

- Service management process analyst/manager

- Service Management/Service Desk Agent/Manager

- Network Service Assurance Operator/Manager   

You qualify for this study if you meet any one of the followings:

-         Use a BMC Helix product(s) daily

-         Need to use Search within a BMC Helix product(s)

-         Work across multiple BMC Helix products

-         Be responsible for process improvement with use of BMC Helix products

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: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line:

“UX Research: Enterprise Search”

What is it?

This 60-minute long 1:1 UX session will be conducted remotely through a Teams meeting. During this session, we will discuss:

-         Pain points and needs. Customers will be asked to if they have any issues with Search in BMC products, and if so,

to describe their top 3 pain points and needs.

-         Feature discussion & feedback. We will share a list of industry standard features and will review them one by one and

ask for their thoughts about the feature and if any, benefits, concerns, and considerations that we should take note of.

-         Feature prioritization. Customers will be asked to prioritize the list of features based on which is most important to them.

The goal of this study is to identify key customer pain points and needs with Search in BMC products, capture feedback on proposed features

(Benefits, Concerns, Considerations), and to capture customer feature prioritization.

When is it?

Wednesday, August 3rd – Wednesday, August 31st, 2022. Any 60-minutes between 7am – 5pm PDT (or any time after 4pm CET)

Who Qualifies?

We are looking for:

- Service management architect

- Service management process analyst/manager

- Service Management/Service Desk Agent/Manager

- Network Service Assurance Operator/Manager   

You qualify for this study if you meet any one of the followings:

-         Use a BMC Helix product(s) daily

-         Need to use Search within a BMC Helix product(s)

-         Work across multiple BMC Helix products

-         Be responsible for process improvement with use of BMC Helix products

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: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line:

“UX Research: Enterprise Search”

What is it?

This 60-minute long 1:1 UX session will be conducted remotely through a Zoom meeting. We would like to

walk through new concepts and design solutions, and to ask you to openly communicate your thoughts and

suggestions regarding a new service we are developing, called AIR PAM (Artificial Intelligent Risk - Prediction and Mitigation)

The goal is to:

- Gather users’ feedback on the proposed AIR PAM dashboard concept and design solutions

- Understand users’ preferences and needs related to the AIR PAM/HCO interconnected workflow

- Identify the type of information users want to see and actions they want to take in the proposed dashboard

When is it?

Monday, July 25th – Friday, August 29th, 2022. Any 60-minutes between 7am – 5pm PST

(or any time after 4pm CET)

Who Qualifies?

We are looking for:

• Service/Application Owner
  • Site Reliability Engineer
  • Capacity Planner
  • IT Manager

You qualify for this study if you perform at least 3 of these tasks:

• Track service/application health with risk and efficiency indicators 

• Perform reliability modeling and prediction

• Conduct service/application forecasts and trend analysis  

• Balance risk management with resource/cost optimization

• Predict resource requirements based on changing business demands 

• Run “What If” simulations to ensure seamless ”Black Friday” type events  

• Use data from multiple sources to forecast service demand and capacity impact  

• Ensure service/application performance during organic or inorganic growth events  

• Match resource provisioning to service/application demand   

• Manage service/application budget

• Ensure that the service/application accomplishes the specified objective or set of user requirements

  established for that service/application 

 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: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line:

“UX Research: AIR PAM Dashboard”

BMC Customer Support is excited to announce two new website features for self-service:

• “Favorite Products Only” option for Search BMC Support – so logged in users can automatically filter search results to relevant products, as shown below
• Knowledge Article Survey so users can provide feedback on knowledge articles, as shown below

These new features are explained in more detail below.

“Favorite Products Only” option for Search BMC Support

The Search BMC Support interface is the latest feature to incorporate the logged in user’s Favorite Products to provide a more relevant, personalized experience on BMC Websites.

When a logged in user has favorite products configured, Search BMC Support defaults to filter search results to just the ones for those products. This allows users to configure their favorite products once and use those settings every time they Search BMC Support. They can also toggle the “Favorite Products Only” option on or off to see results for all products.

If the logged in user does not have any Favorite Products configured, the “Favorite Products Only” option is not selected and the behavior is the same as for un-authenticated users.

A few notes on the feature:

1. Only the content sources which are mapped to Product Names are impacted. For example, content on the “Support Central” and “Video” pages do not include the option to filter content by Product Name, and hence the “Favorite Products Only” option does not apply to them.
2. After configuring the Favorite Products on Support Central, the Search BMC Support will reflect the changes after a short delay and refreshing the browser or toggling “Favorite Products Only” option off and on.

Knowledge Article Survey

Also introduced is a feature to measure self service effectiveness and capture opportunities for improvement in our knowledge articles. After opening, scrolling, and viewing a knowledge article for a period of time, a survey will be presented asking “Was the article helpful? Yes/No “  If the answer is no, there is an opportunity to enter freeform text for “How can the article be improved?” This applies to knowledge articles displayed on BMC Community or Support Central. 

Our goal is to make it easy as possible to access the knowledge, ask the survey question only after the user has a chance to evaluate its usefulness, and act on the feedback to make improvements. It will also allow us to measure success over time and optimize our knowledge management lifecycle.  The survey will never be displayed a second time for the same article number and logged in user if they have already responded to the survey with either a Yes or No.

We hope these features help you to find relevant solutions initially, and see continual improvement in the knowledge you use via self service. We welcome any feedback, thoughts or questions on these new features.

We are happy to announce the launch of our first BMC AMI Ops course. This BMC AMI Ops Infrastructure course is essential for all those working in technical roles within a z/OS® environment.

The course teaches the basics of BMC AMI Ops architecture, navigation through the TSO/ISPF and MainView Explorer web browser interface. It also covers how to customize the views for BMC AMI Ops and Alarm Management in detail.

•  Modality: Instructor-Led Training (ILT)
• Duration: 3 Days
• Applicable Version:
  • ­  BMC AMI Ops Infrastructure 6.2, 6.3, and 7.0
  • ­  BMC AMI Ops Automation 6.1, 6.2, 6.3, 8.1, 8.2, and 8.3

Abstract and Registration

For any queries, reach out to us at education@bmc.com

We are happy to announce the launch of our first BMC AMI Data for Db2 course. This BMC AMI Command Center for Db2 course is very helpful to Database Administrators who need access to Db2 information and might not know how to use TSO/ISPF to retrieve Db2 catalog information.

In this course, students learn about basic navigation of the application and fundamentals of using BMC AMI Command Center for Db2 allowing users to access the Db2 catalog information.

• Modality: Self-Paced (WBT)
• Duration: 3 Hrs.
• Applicable Version: BMC AMI Command Center for Db2 12.1 and 13.1

Read more about the course here.

For any queries, reach out to us at education@bmc.com