Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
If BMC follows suit with what they have done in the past on other products similarly positioned, I fully expect that MyIT becomes part and parcel of the SRM offering. Since it appears they are going to follow the same approach for all the interfaces for Remedy, it would seem silly that they have SRM and then MyIT as two separate offerings when it will be more attractive to a customer to have them combined as one. Just my $.02 Jim Coryat Sr. Software Engineer Micron Technology, Inc. From: Pat Zandi [mailto:remedy...@gmail.com] Sent: Wednesday, October 08, 2014 9:39 AM Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** Nice. That is a good direction ... Sent from my iPhone On Oct 8, 2014, at 7:54 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** My understanding is that the goal is to eventually use that platform as a the primary interface for Remedy, so it is not an extra product. Currently, the scope of Smart IT is limited to Incidents and Work Orders though. By the way, I downloaded it last week when it was available on EPD, but I haven’t had time to install it yet. However, I’ve seen demos and it’s really cool. Forget about the ITSM competitors, I already see how rolling this out is going to make other apps in my company look bad for their lack of intuitiveness and lack of mobility. In fact, I think this will be among the first non-saas tools (maybe even the first beyond email) that has a strong mobile interface used in my organization. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 9:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
The Demo by Wayne Carter and the under the hood with Tom Adrian at Engage impressed all of the attendees. I want to get a copy into the company I work for to experiment. -Original Message- From: Mueller, Doug doug_muel...@bmc.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Oct 7, 2014 3:19 pm Subject: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience,Remedy with Smart IT. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT followthis link. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _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
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
SmartIT looks really cool. I am well impressed of what I have seen and picked up. Looking forward to install and take a close look. Free or not – it would be good to have that clarified (before I am telling too many customers about the new product.) More important expected implementation time. I assume all the small print and juicy details will be available over the next couple of weeks. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Wednesday, October 08, 2014 3:20 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _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
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
Hi, We just had a presentation from BMC regarding Smart IT. from what we understand after the presentation Smart IT is Free but not MyIT. Looks impressive From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: 08 October 2014 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** SmartIT looks really cool. I am well impressed of what I have seen and picked up. Looking forward to install and take a close look. Free or not – it would be good to have that clarified (before I am telling too many customers about the new product.) More important expected implementation time. I assume all the small print and juicy details will be available over the next couple of weeks. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Wednesday, October 08, 2014 3:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
My understanding is that the goal is to eventually use that platform as a the primary interface for Remedy, so it is not an extra product. Currently, the scope of Smart IT is limited to Incidents and Work Orders though. By the way, I downloaded it last week when it was available on EPD, but I haven’t had time to install it yet. However, I’ve seen demos and it’s really cool. Forget about the ITSM competitors, I already see how rolling this out is going to make other apps in my company look bad for their lack of intuitiveness and lack of mobility. In fact, I think this will be among the first non-saas tools (maybe even the first beyond email) that has a strong mobile interface used in my organization. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 9:20 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
I believe Tim is correct but the names that BMC chose may be causing confusion. Feel free to correct me if I am wrong but Smart IT is the new interface released for agents working Incidents and Work Orders (focused on Tier 1 roles for now if I am not mistaken) and is included in the ITSM suite at no additional cost. My IT on the other hand is the end-user facing solution that has been out for quite some time as a sort of SRM front-end and is licensed separately at additional cost. I think that with the names so similar it is too easy for people to get them confused with each other right now (but I am sure that will change rather quickly). -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 7:20 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _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
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
Rick, That is exactly how is was explained to me. And yes, they had to tell me about three times, because I kept getting them confused due the naming. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, October 08, 2014 9:59 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I believe Tim is correct but the names that BMC chose may be causing confusion. Feel free to correct me if I am wrong but Smart IT is the new interface released for agents working Incidents and Work Orders (focused on Tier 1 roles for now if I am not mistaken) and is included in the ITSM suite at no additional cost. My IT on the other hand is the end-user facing solution that has been out for quite some time as a sort of SRM front-end and is licensed separately at additional cost. I think that with the names so similar it is too easy for people to get them confused with each other right now (but I am sure that will change rather quickly). -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 7:20 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT http://www.bmc.com/it-solutions/remedy-smart-it.html . Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0 . The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team http://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
And to make matters just a little more confusing, they have a docs page for upgrading MyIT to SmartIT: https://docs.bmc.com/docs/display/public/itsm81/Upgrading+BMC+MyIT+2.0+to+Smart+IT+1.0 They explain it a little better on a different page: BMC Remedy with Smart IT and BMC MyIT are two different entities that are tightly integrated. Smart IT is a new user component of BMC Remedy IT Service Management. It is available to everyone who has a user license for BMC Remedy ITSM Suite or BMC Remedy Service Desk. BMC MyIT is a separately licensed product that is aimed at business users whereas Smart IT is a user experience for support staff. As of BMC MyIT 2.1 and Smart IT 1.0, they share the same installer, social engine, databases, and server. They have separate mobile apps and universal clients that connect to the same server. When you install one, the other is also installed, but you can only use Smart IT and MyIT if you have the appropriate licenses. You can use Smart IT without buying or configuring BMC MyIT. You also do not have to enable or disable Smart IT and MyIT. Also, besides the livestream event coming up, they also have a webinar that looks like its going to focus on the architecture: https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/10/01/connect-with-remedy--smart-it-new-itsm-user-experience-and-technical-review-webinar -Thad On Wed, Oct 8, 2014 at 7:15 AM, Timothy Powell timothy.pow...@pbs-consulting.com wrote: ** Rick, That is exactly how is was explained to me. And yes, they had to tell me about three times, because I kept getting them confused due the naming. Tim *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rick Westbrock *Sent:* Wednesday, October 08, 2014 9:59 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I believe Tim is correct but the names that BMC chose may be causing confusion. Feel free to correct me if I am wrong but Smart IT is the new interface released for agents working Incidents and Work Orders (focused on Tier 1 roles for now if I am not mistaken) and is included in the ITSM suite at no additional cost. My IT on the other hand is the end-user facing solution that has been out for quite some time as a sort of SRM front-end and is licensed separately at additional cost. I think that with the names so similar it is too easy for people to get them confused with each other right now (but I am sure that will change rather quickly). -Rick *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Timothy Powell *Sent:* Tuesday, October 07, 2014 7:20 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Patrick Zandi *Sent:* Tuesday, October 07, 2014 9:10 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT http://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. *Intelligent Interactions:* More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. *Beautiful Experience:* More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. *Mobile First:* Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. *Collaborative Knowledge:* Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0 . The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
Look at it as you have Service Desk licenses and SRM licenses. Both use AR System and common data, but both have different entry points and licenses. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Wednesday, October 08, 2014 10:08 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** And to make matters just a little more confusing, they have a docs page for upgrading MyIT to SmartIT: https://docs.bmc.com/docs/display/public/itsm81/Upgrading+BMC+MyIT+2.0+to+Smart+IT+1.0 They explain it a little better on a different page: BMC Remedy with Smart IT and BMC MyIT are two different entities that are tightly integrated. Smart IT is a new user component of BMC Remedy IT Service Management. It is available to everyone who has a user license for BMC Remedy ITSM Suite or BMC Remedy Service Desk. BMC MyIT is a separately licensed product that is aimed at business users whereas Smart IT is a user experience for support staff. As of BMC MyIT 2.1 and Smart IT 1.0, they share the same installer, social engine, databases, and server. They have separate mobile apps and universal clients that connect to the same server. When you install one, the other is also installed, but you can only use Smart IT and MyIT if you have the appropriate licenses. You can use Smart IT without buying or configuring BMC MyIT. You also do not have to enable or disable Smart IT and MyIT. Also, besides the livestream event coming up, they also have a webinar that looks like its going to focus on the architecture: https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/10/01/connect-with-remedy--smart-it-new-itsm-user-experience-and-technical-review-webinar -Thad On Wed, Oct 8, 2014 at 7:15 AM, Timothy Powell timothy.pow...@pbs-consulting.commailto:timothy.pow...@pbs-consulting.com wrote: ** Rick, That is exactly how is was explained to me. And yes, they had to tell me about three times, because I kept getting them confused due the naming. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, October 08, 2014 9:59 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I believe Tim is correct but the names that BMC chose may be causing confusion. Feel free to correct me if I am wrong but Smart IT is the new interface released for agents working Incidents and Work Orders (focused on Tier 1 roles for now if I am not mistaken) and is included in the ITSM suite at no additional cost. My IT on the other hand is the end-user facing solution that has been out for quite some time as a sort of SRM front-end and is licensed separately at additional cost. I think that with the names so similar it is too easy for people to get them confused with each other right now (but I am sure that will change rather quickly). -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 7:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
Nice. That is a good direction ... Sent from my iPhone On Oct 8, 2014, at 7:54 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** My understanding is that the goal is to eventually use that platform as a the primary interface for Remedy, so it is not an extra product. Currently, the scope of Smart IT is limited to Incidents and Work Orders though. By the way, I downloaded it last week when it was available on EPD, but I haven’t had time to install it yet. However, I’ve seen demos and it’s really cool. Forget about the ITSM competitors, I already see how rolling this out is going to make other apps in my company look bad for their lack of intuitiveness and lack of mobility. In fact, I think this will be among the first non-saas tools (maybe even the first beyond email) that has a strong mobile interface used in my organization. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 9:20 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT http://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. *Intelligent Interactions:* More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. *Beautiful Experience:* More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. *Mobile First:* Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. *Collaborative Knowledge:* Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0 . The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team http://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT http://www.bmc.com/it-solutions/remedy-smart-it.html . Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0 . The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team http://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _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
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
MyIT however, has added costs. Again, that’s what I have been told. Tim From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] Sent: Tuesday, October 07, 2014 10:20 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IT http://www.bmc.com/it-solutions/remedy-smart-it.html . Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this link https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0 . The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team http://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _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
