Search BMC Support results now properly includes all Mainframe messages in the docs.bmc.com Messages Library.

This addresses the second most common cause of searches with no results returned.

The most common cause is over-filtering the search, as described in Knowledge Base Search Tips. 

When that happens, remember to remove filters to expand search scope, including: 

• Click on the X next to the filtered values to remove the filter from the search results

• De-select “Favorite Products Only” to find content not mapped to your products

• Search on the All page, so it includes all content types

• Use fewer search terms

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.

Trying to find an answer: How is Smart IT and PWA related?

Here, we have designed a new course that can help you gain clarity for this question. And what's more, this course gives you a complete picture of administering BMC Helix ITSM: Smart IT.

BMC Helix ITSM: Smart IT provides the next-generation user experience for BMC Helix ITSM. Basic BMC Helix ITSM processes, such as creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information, are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.

This course provides students with the information and hands-on lab exercises for configuring and administering Smart IT.

This three-day instructor-led training is a combination of Lectures and Hands-on Lab Exercises. This training covers:

• Overview of Smart IT and PWA
• Various configuration parameters for Smart IT consoles
• Configuration parameters for Smart Recorder, Global Search
• Configuring Live Chat
• Configuring Smart IT integration with DWP Catalog to raise a service request
• Screen configuration and customization
• Provider Actions
• Common Troubleshooting use cases and Smart IT logs

IMPORTANT: We have also released the certification BMC Certified Associate: Helix ITSM - Smart IT 21.x for Administrators Online Exam.

Like all BMC instructor-led trainings, this course is also available as a Virtual deliverable and soon it will be available as Assisted Self-Paced training.

We have a PWA specific course too: BMC Helix ITSM - Smart IT 21.x: Fundamentals Developing Progressive Web Applications.

Click here for Course Abstract and Registration

Learning Continues… Learn Anywhere, Anytime!!!

Search BMC Community has improved results ranking on:

• Content last modified within 2 years

• BEST FAQ knowledge articles modified in the last 3 months

• Support-recommended knowledge articles modified in the last 3 months

• Events created in the last month

• Blogs with 2+ likes which were created within 2 years

This is in addition to pre-existing ranking on:

• Content most liked 

• Content most clicked by similar queries

• Confirmed Answers 

• Knowledge Articles most attached to cases in last 3 months

• Knowledge Articles most rated as helpful in last 3 months

• Knowledge Articles with videos

• Keyword match, frequency, & proximity

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.

Search BMC Community has a new feature to make it easier to search for a product topic, as shown below.  

This new Search box makes it easier to search within a product topic, without having to click “Show More” several times to find your product area.

This addresses a top concern of users searching from the BMC Community home page.

Note the “Search this Community” feature – when performing the search from within a product topic – automatically facets results with that product area. But the new Search box simplifies the process of selecting additional product topics. 

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.

We are excited to announce the release of a brand new subscription for BMC Helix On-Premises IT Service Management Container Deployment. This subscription contains multiple web-based courses that will help you understand and deploy BMC Helix IT Service Management on-premises using container deployment.

This subscription will enable you to:

» Provide an overview of the BMC Helix IT Service Management on-premises deployment.

» Understand the BMC Helix IT Service Management deployment architecture and details about various requirements of BMC Helix IT Service Management on-premises deployment.

» Set up the Oracle, Microsoft SQL Server, and PostgreSQL databases before installing BMC Helix IT Service Management in the on-premises environment.

» Set up BMC Deployment Engine

» Perform pipeline dry run

» Understand various deployment scenarios and the Jenkins uber pipeline parameters

» Perform the on-premises deployment

» Create and validate incoming and outgoing mailboxes

» Validate CMDB

» Connect with Developer Studio 

Subscription Name: BMC Helix On-Premises IT Service Management Container Deployment: Essential Subscription

Duration: 8.5 hours

Click here for Course Abstract

The subscription also includes BMC Certified Associate: Helix IT Service Management Container Deployment 21.x Online Exam certification. This certification will validate the competencies needed to successfully set up BMC Deployment Engine and deploy BMC Helix IT Service Management on-premises using containers.

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 :)

What is it?

This research study will be conducted remotely via Zoom session of 45-min long. In this UX session, we will ask users

to guide us through their current practices, challenges, needs, and preferences related to the use of Reservations.

Participants will be encouraged to honestly speak their thoughts, providing feedback about their likes, dislikes, needs,

concerns, and wishes related to the product. Sessions will be recorded, when possible, for data collection purposes.

The purpose of this study is to:

- Capture users’ current capacity reservation planning processes, gaps, and needs

- Identify key use cases

- Map out use scenarios and user journeys

- Recommend workflow and design solutions

- Test proposed workflow and design solutions

When is it?

Monday, February 20th – Friday, March 24th, 2023.

Any 45-minutes between 8am – 4pm EST (or any time after 9am CET)

Who Qualifies?

We are looking for Capacity Planners and/or Site Reliability Engineer (SREs)

You qualify for this study if you perform any of the following tasks under these two categories:

 Site Reliability Engineer

- Manage service/application budget -

- 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 

- Match resource provisioning to service/application demand 

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

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

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

established for that service/application  

Capacity Planner

- Run “What-if” simulations and provides simulation evaluations

- Work with Service Owners, SREs, and Developers to provision resources

- Balance infrastructure demand under autoscaling applications 

- Predict resource requirements based on changing business demands

- Provide internal service and actionable intelligence to stakeholders of capacity

 reports, trend analysis and forecasts 

- Match IT investments to current and future business needs; plan for future IT

 service project requirements

- Balance risk management with resource/cost optimization in hybrid environment

 on prem + one or more private and public cloud

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

-Identify risk vs optimization quickly 

What you need for the 1:1 session? 

Time to join a 45-min long Zoom session.

Interested? 

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

“UX Research Study: HCO Reservations”