Here is a mid week update since we only have 8 more business days to get topics submitted before the July 1st deadline. These topics caught my eye as ones from some Heavy Hitters that folks have been asking for:
The following submission has been made by Jubayer Ahmed from Dell. Topic Details Topic: BMC Remedy Upgrade - Experience and Lessons Learned Abstract: Keeping pace with new releases of Remedy can be a difficult task for large enterprises such as Dell, given the multitude of integrations, custom code, impacted users, etc. The objective of this paper is to share learning from the past two ITSM upgrades at Dell including the upgrade to 7.6.04 SP2, and provide advice that can jumpstart activities at other companies who are also contemplating an upgrade. Synopsis: Background/Challenge Environments Experience from 7.5 upgrade Requirements for 7.6.04 Upgrade Upgrade Process and Challenges Project Execution Phases Lessons Learned Technical Skill Level: Intermediate Classification: Case Study Categorization: AR System - Core Specification: Technical The following submission has been made by Colleen Eilbert from Effective Technologies. Topic Details Topic: Small Customizations for BMC Service Request Management to create Big Impact Abstract: In today's world, the BMC applications are sold as full solutions - ready to deploy as-is. Every project starts with a mandate that THERE WILL BE NO CUSTOMIZATIONS. Is this realistic? Is it always worth the pain of holding that line? This presentation will address those questions as they pertain to a BMC Service Request Management deployment. You will learn some general guidelines to follow around customizations of the SRM product and you will receive instruction on some specific customizations that will provide you a large return of customer satisfaction on the investment of implementation and maintenance. Synopsis: Effective Technologies has participated on some level in numerous BMC Service Request Management deployments. Their experience goes from the early days of 2.2 to the bleeding edge of the current release. This presentation is a technical talk. We will provide you with guidance for evaluating customizations to the BMC Service Request Management Solution. This presentation will address the following issues: . When are customizations warranted? . Is the customization worth the cost of maintaining it? . What will I have to do to maintain this customization going forward? . Where are the pain points that your customers are likely to call out if you don't do any customizations? . How can I use overlays to ease the pain of upgrade? In addition to the general rules, we will discuss details about some very particular customizations that we keep in a toolkit to use at customer sites as required. Code will be provided on our web site for at least some of these customizations. They will include: . Auto-populating fulfillment items with request details, without building complex mapping rules. . Making fulfillment details more visible to the Requester (such as pending approvers or service target information on a fulfillment change request.) . Sharing Work Info entries between fulfillment items (including tasks.) . Allowing update to fields such as Expected Date for communication back to the Requester. . And More. This talk is targeted for BMC Remedy Administrators who will be responsible for implementing and supporting customizations, as well as project owners and business analysts who will own the process of getting customer sign on the finished Service Request Catalog. Technical Skill Level: Intermediate Classification: Other Categorization: ITSM Specification: Technical The following submission has been made by Marcelo Silva from Unisys Corporation. Topic Details Topic: The Power of Information Abstract: Good timely reporting and accurate information is key to supporting your business. Every company collect tons of data daily and the biggest challenge faced today is really how they make that data become valuable information to drive the business. We will be talking about how we were able to accomplish that thru the BMC Analytics product. We will discuss what were the challenges that we faced and what actions we took to transform collected data from ITSM (and other sources) into actionable business information. Synopsis: Here are some of the topics we will talk about: . Information at a click of a button with BMC Analytics -The value of accessing real-time accurate business information, to support your decisions, with a couple of clicks . Integrating ITSM data with data from other sources to provide End to End reporting through BMC Analytics . Overcoming challenges of a complex environment that has multiple clients, regions and time zones . How to configure BMC Analytics to support your business and maintain the ability to perform low risk, low cost, upgrades All this and the fun of playing with the known (data) Universe! Technical Skill Level: Intermediate Classification: Other Categorization: Other Specification: Management The following submission has been made by Mark Herring from BMC Software. Topic Details Topic: BMC Remedy ITSM Process Designer Abstract: Following BMC's acquisition of Abydos in April this year, Abydos Designer is now ITSM Process Designer and is part of the latest ITSM Suite. ITSM Process Designer is a process modelling tool which provides a unique way of translating business processes into ITSM applications without the need for extensive customisation or development. Synopsis: BMC Remedy ITSM Process Designer can be used to significantly reduce the effort required to setup and configure Service Request Management (SRM) fulfilment logic. The drag-and-drop interface allows non-technical users to rapidly construct and deploy fulfilment processes for conditional Work Order creation, approval logic or email notifications. If you are planning to implement Service Request Management then you should attend this session to find out more. Technical Skill Level: Intermediate Classification: Product Categorization: ITSM Specification: Technical Phil Bautista, WWRUG12 Advisory Board 512-731-0304 Social - <http://www.facebook.com/phil.bautista> http://www.facebook.com/phil.bautista Business - <http://www.linkedin.com/in/philbautista> http://www.linkedin.com/in/philbautista WWRUG12 - <http://www.wwrug11.com/contact_phil.html> http://www.wwrug12.com/contact_phil.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
