Remedy ITSM 9.0 release is certainly a bit more platform centric, if we leave Smart IT/MyIT out of the discussion for a second. The platform modernization is a huge investment into the future of Remedy.
But there are a number of enhancements that are very relevant for the Service Desk for customers that use the mid-tier based UI. For example: · Smart Reporting – the amazing new in-app reporting and dashboard technology that of course applies also to incident management (incl. many ootb reports). · New application-level archiving allows customers to implement continuous archiving based on business policy, thus reducing e.g. the number of active incidents in the system. This will improve performance, search results, etc. – aside from being more compliant with data retention policies. · FTS enhancements have significantly improved search performance, incl. when searching incidents and knowledge (more than 10 times in some cases). New FTS architecture also improves high-availability. · RESTful API for Remedy that allows to more easily access the incident management data. So, those enhancements were not necessarily in the core Incident Management form/process, but very relevant to Service Desk personas and to the way how they work. And all of this available to Remedy ITSM users without any additional license fees. What enhancements you’d like to see for the incident management form/process? The Modern Service Desk is certainly something that BMC cares about very much, and I Of course you can also post any suggestions for enhancements as Ideas in the BMC Remedy ITSM community<https://communities.bmc.com/community/bmcdn/bmc_it_service_support/incident_and_problem_process_management/content?filterID=contentstatus%5bpublished%5d~objecttype~objecttype%5bidea%5d>. Peter From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Saji Philip Sent: Wednesday, May 20, 2015 4:16 AM To: [email protected] Subject: Re: Remedy 9 ** Yeah, doing further research and trying out their trial on BMC.con, it seems it heavy on the Smart IT front. Not much changes, I can see, from the classic Remedy IM. We are going to upgrade a 'play' environment at our company. Will let you know how it goes.. On May 20, 2015 5:29 AM, "Jarl Grøneng" <[email protected]<mailto:[email protected]>> wrote: ** Hi Smart Reporting is a huge update. Not much updates to Incident. They have removed the classic views. -- J 2015-05-20 10:57 GMT+02:00 Jeff Lockemy <[email protected]<mailto:[email protected]>>: ** Has anyone actually installed (or seen) Incident Management/Service Desk 9? If so, aside from some AR System enhancements they added are there any notable updates? They are marketing Remedy 9 with SmartIT, but frankly all I see is SmartIT and no Remedy. Jeff From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Rick Westbrock Sent: Tuesday, May 19, 2015 3:14 PM To: [email protected]<mailto:[email protected]> Subject: Re: Remedy 9 ** SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 was released. Consider SmartIT an alternative interface to ITSM as compared to the standard mid-tier interface if you will. I believe a new version of SmartIT was released along with the latest release of ITSM 9 but I am not positive on that. SmartIT only works with the ITSM suite so it won’t help if you are just running AR System custom applications (no matter what version). -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Saji Philip Sent: Tuesday, May 19, 2015 12:06 PM To: [email protected]<mailto:[email protected]> Subject: Remedy 9 ** Not sure if anyone knows. But I noticed Remedy9 being more mobile based and a friendly customer oriented GUI. In saying that. Is this Smart IT? Or is Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT? Or is Remedy9 totally different? _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
