bmc helix remedyforce€¦ · bmc helix remedyforce winter 20 insights. the information contained...

Remedyforce Product Management Team:John Fulton

Virginia Leandro

Nikhil Deshpande

BMC Helix RemedyforceWinter 20 Insights

The information contained in this presentation is the confidential information of BMCSoftware, Inc. and is being provided to you with the express understanding thatwithout the prior written consent of BMC, you may not discuss or otherwise disclosethis information to any third party or otherwise make use of this information for anypurpose other than for which BMC intended.

All of the future product plans and releases described herein relate to BMC’s currentproduct development considerations, which are at the sole discretion of BMC and aresubject to change and/or cancellation at any time. BMC cannot and does not provideany assurance as to whether these plans will result in any future releases of the naturedescribed. These future product plans should not be viewed as commitments onBMC’s part and thus should not be relied upon in customer purchase decisions.

2© Copyright 2019 BMC Software, Inc.

LEGAL NOTICE

BMC CONFIDENTIAL © 2020 BMC Software;© Copyright 1/31/2020 BMC Software, Inc.


BMC Helix RemedyforceCMDB

Remedyforce Discovery Enhancements

© Copyright 2020 BMC Software, Inc.

Web Console (Remote Control)• Prior to this release, launching the Java

Console required several steps including a file download

• With this enhancement, only one mouse click is required

• All Remote Control entry points through Remedyforce leverage this enhancement

• The option is available to enable or disable this enhancement.

Note: BCM 12.9 Patch 2 onward is required. (Currently scheduled for February 7th, please see Remedyforce release schedule for the latest details)

Learn More: Web Console (Remote

Control)

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/overview-of-the-bmc-remedyforce-integration-with-bmc-client-management-901705879.html#OverviewoftheBMCRemedyforceintegrationwithBMCClientManagement-remote_control



Assigning Primary Client• Prior to this release, there wasn’t an easy way

to automatically assign the primary client to a CI based upon discovered user

• With this enhancement, you can automate the assignment of the Primary Client based upon the logged on user with Remedyforce Discovery

• We’ve added a new field to the user object “Integration User Info” to associate the discovered user (i.e. login name) to the Primary Client.

• We’ve added a configurable option to automate this assignment along with identifying which records to exclude from the auto-assignment.

Learn More: Assigning Primary

Client

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/enabling-and-configuring-agentless-discovery-901706370.html#Enablingandconfiguringagentlessdiscovery-primary_client_mappingsMappingofthePrimaryClientfield



Assigning Primary Client• We’ve added a report named “Missing Client

in Discovered Instances”.

• This report helps the Administrator identify the records where there is a login value, but no match with the values in the “Integration User Info” field.

• This may be a case where the value added/imported is invalid or the user doesn’t yet exist in Remedyforce.

• Ultimately, this report helps the Administrator monitor the primary client assignments and quickly identify any issues.

Note: BCM 12.9 Patch 2 onward is required. (Currently scheduled for February 7th, please seeRemedyforce release schedule for the latest details)

CMDB Class Security


• Prior to this enhancement, there wasn’t an easy way to limit a user’s access to classes.

• Some existing controls were not in one place (ex. CMDB admin and user settings).

• This enhancement simplifies, consolidates and refines the security controls down to the class level.

• We’ve added a new administrative page listing permission sets with the ability to define the user’s rights to that class. The controls include read, create, edit and delete.

• Also limits class access in the Console for searching and selecting CIs. It doesn’t hide existing class records already assigned.

Learn More: CMDB Class Security

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/managing-cmdb-class-permissions-for-permission-sets-901707966.html


Cognitive Service Management

Omni-Channel Bot


• Microsoft Teams

• SMS (Text Messaging)

• Slack

Learn More: Omni-Channel Bots

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/omni-channels-support-in-the-bmc-helix-remedyforce-chatbot-901705917.html?src=search


• IBM Watson Assistant

• BMC Native Classification using Google TensorFlow

Auto Categorization using Helix Cognitive Service© Copyright 2018 BMC Software, Inc.

Learn More: Auto Categorization

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/auto-categorization-of-incidents-901705922.html?src=search


• BMC Helix Platform now provides cognitive summarization service that enables administrators to use the advantages of Natural Language Processing and Machine Learning in your application to summarize text.

• The summarization service generates a summary by using extractive summarization with unsupervised learning to generate a summary where the most relevant sentences from the input text are extracted without rephrasing the text or by adding new words or any human intervention.

• This is a Beta release and there are some known limitations. We suggest you refer to the documentation to understand those current limitations.

Activity Feed Summarization (BETA)


• Remedyforce uses the summarization service in the Activity Feed of Remedyforce Console for Notes & Email Actions to summarize information.

• This feature can help staff to quickly understand email messages or action notes by reading the summary vs. The full content.

• Auto Categorization feature must be configured and enabled for Summarization.

• This feature is currently available in Beta.

Activity Feed Summarization (BETA)

Learn More: EnableSummarization

https://docs.bmc.com/docs/remedyforcemaster/latest/en/general-settings-for-remedyforce-914193288.html


Remedyforce Administration Improvements


•August: Identified and marked Packages to be Deprecated

•Plan to remove those packages from BMC Communities late February / early March

•Updated Documentation and references

Pentaho Package Deprecations

Learn More: Pentaho Package

Deprecations

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/importing-data-by-using-pentaho-packages-909625050.html


• Update supported driver location for SCCM

• Update supported Pentaho versions based on package

• Make corrections around scheduling of KITCHEN.bat

• Modified packages so customers can update credentials in one place

• Update MYSQL driver for DELL KACE

• Add descriptions for the Parameters tab of packages

Additional Pentaho Updates

Learn More: Pentaho Package

Deprecations

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/importing-data-by-using-pentaho-packages-909625050.html

Remedyforce Benchmarking


• Measure KPIs of incident management:

• Mean Time to Resolve

• First Call Resolution

• SLA Achievement

• Watch trends of KPIs

• Benchmark with other companies

• Global

• Industry

• License Count

• Drill-down to Insights of each KPI

• Identify avenues of continual service improvement

Learn More: Remedyforce Benchmarking

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/assessing-your-organization-performance-against-benchmarks-901706559.html


Configuration Sets (BETA)

• Promote your Request Definitions from sandbox to production.• Dependent categories, templates, and services too are promoted.• Configuration Set Log captures the details of the operation.• Certain tasks must be performed manually on production:• Fields: • Icon• Impact• Urgency• Status

• Actions:• Fulfillment inputs on custom lookup fields• Entitlement• Create Lookup Filters

• A few attributes of CMDB records must be updated.

Learn More: Configuration Sets

(Beta)

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/importing-configuration-sets-to-a-production-organization-from-a-sandbox-beta-909622950.html


Remedyforce Console Improvements


Staff Auto Assignment on Update

• Previously, automated assignment of incidents and service requests to the members of a queue worked for new records only.

• A common use case is reassignment of a record to a different queue.• Staff Auto Assignment will work for updated records also.

Learn More: Staff Auto Assignment on

Update

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/configuring-automated-assignment-of-records-to-staff-members-901706337.html#Configuringautomatedassignmentofrecordstostaffmembers-Toconfigureautomatedassignmentofrecordstostaffmembers


Self Service 3.0


Two-Column Layout for Service Requests

Learn More: Two-Column Layout

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/configuring-settings-for-service-requests-in-self-service-901706634.html


Impact of New Configuration

"Enable relative ordering of fields" disabled to

add text

"Enable relative ordering of fields" enabled to add

text


Hyperlinks

Rich text in Instructions allows hyperlinks to be embedded.

New field type in SRDs to facilitate hyperlinks in service requests.

Learn More: Hyperlinks

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/creating-input-fields-909625099.html


Salesforce Knowledge Articles

• Knowledge created in Salesforce Knowledge are displayed in Self Service.

• Lightning Knowledge and Classic Knowledge

• Salesforce Knowledge Articles can be viewed in Lightning Experience as well as Classic.

Learn More: Salesforce

Knowledge Articles

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/enabling-salesforce-knowledge-articles-to-be-viewed-in-self-service-901706613.html


• Completed VPAT concerning Self Service 3.0.

• Ensured JAWs (and other screen reader) capabilities.

• Accessibility can be enabled within Self Service Branding.

• Still work to do and will address items in future patches and releases.

• VPAT can now be found as part of Remedyforce documentation.

Voluntary Product Accessibility

Learn More: VPAT & WCAG

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/vpat-and-wcag-accessibility-for-self-service-3-0-909622944.html


Other Enhancements

New Salesforce Mobile App


• New Salesforce mobile app released in the Salesforce Winter '20 release.

• App tested for all Remedyforce capabilities for Self Service and Agents.

About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.

BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.

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