2021年12月吉日

お客様各位

ＢＭＣソフトウェア株式会社

年末年始のサポート体制のご案内

拝啓　

時下ますますご清栄のこととお喜び申し上げます。平素は格別のご高配を賜り、厚く御礼申し上げます。

さて、弊社の年末年始休業中のサポートにつきまして、下記の通りご案内させていただきます。

何卒ご理解のほどお願い申し上げます。

敬具

記

年末年始の営業について ：年末 2021年 12月 28日 (火)まで通常営業

　　　　　　　　　　　　 年始 2022年 01月 05日 (水)から通常営業

サポート体制について ：年末年始 2021年12月29日～2022年01月05日午前9:00 までのサポートは、 通常の営業時間外のサポートと同様に電話のみの受付とさせていただきます。（24 時間受付可能）

サポート受付電話番号          ：0034-800-400-471 （フリーダイヤル）

※  年末年始の休業期間中も、通常通りの休祝日・夜間と同様の営業時間外のサポート体制とさせていただきますが、次の点にご留意ください。

休業期間中は、Priority/Severity 1(*1) の重要障害のみの対応となります。

休業期間中に承りましたそれ以外のメール、サポート・サイトからのお問い合わせにつきましては、2022年01月05日 9時以降、順次対応させていただきます。

休業期間中のサポートにつきまして、ご不明な点やご相談などございましたらカスタマーサポートまでお問い合わせをお願いいたします。

また、当該期間中にシステム変更などの作業予定などがございましたら、予め弊社担当営業までお知らせいただければ幸いです。

(*1) Priority/Severityの内容につきましては、次の URL をご参照いただけますようお願いいたします。

https://www.bmc.com/support/resources/bmc-severity-level-definitions.html

​

以　上

The education industry is starting to recognize that the subscription model is the next logical phase of the

business. BMC started introducing subscriptions to customers over 3 years ago and in the meantime the

majority of BMC customer and partner already leverage BMC Education subscriptions to secure continued

learning and enablement of their resources.

BMC released first Individual Subscriptions with three levels (see also graphic below): Explore, Essentials

and Ultimate. Explore is a free subscription that allows customers to understand the basic features and

functions of BMC products through a series of self-paced training. Essentials provide all necessary

training and certification by role to hit the ground and get started to use the product. Ultimate is BMC´s

highest level of individual subscription that allows customers to access all existing education content

for a specific product also including all updates.

BMC Education has created Individual Subscriptions for all key On-Prem and SaaS product in BMCs

portfolio. BMC Education has matured the Subscription program to the next level, which is attaching

Subscriptions to every deal at purchase, co-terming deals, auto-renewing Subscriptions with each

product, and providing the subscription not only per person but unlimited for all students of a customer.

Subscriptions makes it easy for our customers to access and to consume content that is the foundation

of their successful with BMC solutions, which is a key element to be BMC Education’s business strategy.

Now that we have made the necessary adjustments to our approach through lessons learned, we are

evolving our business model to address everything from new sales to recognizing revenue. We are

ready to take our next bold step - Enterprise Subscriptions (see graphic below).  

Where is the Customer Training and Certification for Software Companies like BMC Software heading?

Covid-19 accelerated changes in the enablement of customers and partners worldwide. CEdMA conducts a business survey every 2 years with a 130 question survey for more than 100 Hi Tech companies. As a CEdMA Board member, Dirk Braune, Area Vice President BMC Education, analyzes and shared the data at the annual conference with 100+ interested attendees. The survey data provide insights how education teams are organized, how they sell and provide education, develop and deliver contents, provide certifications and leverage partner to scale.

You can find more details at https://www.linkedin.com/posts/computer-education-management-association-cedma-_cedmaconference2021-activity-6861374134497099776-rDjG

Product Change Notification October 2021

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

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.

• October release: BMC Community October 2021 Releases and New Groups to Join
• November release: What's new in BMC Community: November 2021 Release Notes

In the meantime, enjoy amazing videos from Customers, Partners and BMCers on BMC Exchange

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...