Whats new in BMC Remedy 7.

Training Global ITSM Migration

Improvements in ITSM 7.6.04

Performance and Stability

Faster System Performance with reduced response times
New implementation architected for better results
Designed for low-downtime releases
Major vendor improvements in speed and stability

New and Improved Features

Best Practice View
Web Reporting
Simple and User friendly Interface and ease of Navigation
Consistent with ITIL V3 best practices

2011 Unisys Corporation. All rights reserved. Page 2

Why move to ITSM 7.6.04

Faster system performance in terms of AR Server and its

applications
Improves efficiency at the Front End
Aligned to ITIL V3 Best Practices
Helps organization achieve next and more mature level of IT
Service Management discipline
Simpler and Enhanced User Interface allows tasks to be
accomplished with lesser mouse clicks
Higher Productivity
Reduces investment(cost) and time in training IT Staff(Service
Desk Agents and Resolvers)

2011 Unisys Corporation. All rights reserved. Page 3

 Best Practice View in ITSM 7.6

Features of Best Practice View

1. Fields most commonly used
are immediately visible
2. Fields are displayed in the
order in which they are filled
out, to support the Process flow
3. Less frequently used fields and
forms can be accessed from
tabbed sections or from the
links the navigation pane
4. The Best Practice views also
leverage common web features
such as tool tips to deflect the
need to open another window
to view additional information,
and type ahead to enable quick
selection of the appropriate
value

2011 Unisys Corporation. All rights reserved. Page 4

 User Interface Enhancements KPI Flashboards

The KPI flashboards use graphs to show how well various business processes are performing against
their key performance indicators (KPIs).

2011 Unisys Corporation. All rights reserved. Page 5

User Interface Enhancements - ToolTip

As the mouse hovers over an entry in the table, the tooltip appears providing details about the
entry.

2011 Unisys Corporation. All rights reserved. Page 6

User Interface Enhancements Other Features

Drag-and-Drop has been added to AR System to enable the movement of data from one
character field to another. The primary usefulness of this will be dragging rows in one table to
another. As mentioned above, this is used in the Reporting Console to drag from the list of
available objects and drop them into the list of the objects you want to see in your report.

Character-based fields now also have an option to be Rich Text Format enabled - allowing
users to perform most of the common formatting actions. This RTF support also enables
images to be embedded in the field.

Application Rebranding in ITSM 7.6.04 enables customers to rebrand applications using a

centralized tool (Skins) instead of manually creating a manual style sheet and apply to every
form in ITSM 7.1
Ability to change people data for one record quickly
Panel resizing based on content
In order to improve overall system performance, most consoles and forms now open inside a
single view area, instead of in individual windows. Use Shift + Mouse Click to open a
console in a new browser instance.

2011 Unisys Corporation. All rights reserved. Page 7

 Personalized Home Page

Links for Home,

Forward and
Backward Navigation

Collapsible
Menu

Previously, In ITSM 7.1 had largely unused space. Also the user had to launch each application
individually to view summary or console information from the application. Live
Content
Panels
New Features in ITSM 7.6
1. New Home Page allows User to control the information that can be displayed on the Home Page.
2. Saves time for User to view the needed information without going into each Console
3. Customizations helps User to personalize the home page
4. Collapsible Menu allows User to access any Console
2011 Unisys Corporation. All rights reserved. Page 8
 Reporting

With ITSM 7.1, to do any reports

other than the default AR System
Report, a customer had to use
Business Objects/Crystal, requiring
licenses for the BO client as well as
a BO server that only runs on
Windows.
With ITSM 7.6.04, Reports can run
without using Business Objects and
Crystal Reports
No license required neither
additional cost to customer for
simple reporting on the web
Consolidated report console for
running and viewing existing
reports & creating new reports
including charting (pie, bar, line)
with access control.
Reports can be exported to other
formats like PDF, MS Word,
PowerPoint and Excel

2011 Unisys Corporation. All rights reserved. Page 9

Reporting

2011 Unisys Corporation. All rights reserved. Page 10

Common Features in IM, PM, CM and WO Console

Links for Home,

Forward and
Backward Navigation

Counts section
shows the number of
incidents, problems
changes and Work
Orders for various
categories for the
combination of Show
and View By fields.

2011 Unisys Corporation. All rights reserved. Page 11

SLM Tab

2011 Unisys Corporation. All rights reserved. Page 12

Simplified and Detailed Work Info

2011 Unisys Corporation. All rights reserved. Page 13

Type Ahead Feature in fields

2011 Unisys Corporation. All rights reserved. Page 14

Create Relationships

2011 Unisys Corporation. All rights reserved. Page 15

System Messages

2011 Unisys Corporation. All rights reserved. Page 16

Application Preference Enhancement

2011 Unisys Corporation. All rights reserved. Page 17

Filter and Defined Searches

2011 Unisys Corporation. All rights reserved. Page 18

New and Improved Icons

2011 Unisys Corporation. All rights reserved. Page 19

Incident Management Console

New Features
BMC Best Practice Views
Incident Console
Incident ticket screen layout
Tight integration with other
modules
Encourages the use of templates
Introduction of business and
technical services linked to CIs
Ability to associate the tickets with
the service
New Work Info structure
Accelerated Incident Closure

2011 Unisys Corporation. All rights reserved. Page 20

 Best Practice View in New Incident Form

Enhanced
Process
Bar
Quick
menu for
Customer
and
Contact
Quick
Template
access
Incident
Type and
Reported
Source
now on
the main
page

2011 Unisys Corporation. All rights reserved. Page 21

Incident Management Console Accelerated Closure

2011 Unisys Corporation. All rights reserved. Page 22

Problem Management Console

2011 Unisys Corporation. All rights reserved. Page 23

Best Practice View in New Problem Investigation

2011 Unisys Corporation. All rights reserved. Page 24

 Change Management Console
Whats New

1. Changes will be IT
related or more closely
aligned to traditional
Change Management
2. Tight integration with
other modules
3. Inherit approval stages
4. Ability to associate
changes with a service
5. Service Impact
Analyzer has been
introduced
6. Release Management
has now been
introduced as new
console
7. New best practice
screens taking
advantage of Best
Practice View

2011 Unisys Corporation. All rights reserved. Page 25

Best Practice View in New Change Request

2011 Unisys Corporation. All rights reserved. Page 26

Asset Management Console

Whats New
Software Asset Management Console
Purchasing Console
Receiving Console

Tight integration with other modules

Ability to associate assets with a service

Service Impact Analyzer

7.6 provides major features to SW license management:
Generate License Certificates for software CIsYou have the ability to generate License
Certificates for software CIs. Previously when you received software and created a software
license, a CI record was created in the CMDB. With this new feature, instead of creating a record
in the CMDB, the system will generate a license certificate.

2011 Unisys Corporation. All rights reserved. Page 27

Asset Management Console

Ability to link existing certificates to a line item.

Relate multiple product versions to a software license certificateYou can now relate multiple
product versions or other product categorizations to a software license certificate. Use this feature
to upgrade software licenses. This feature also supports the downgrade of licenses.
Software usageYou can view software usage to help you identify whether software is either over-
or under-utilized in your organization. This identification enables you to take harvesting action
based on the information that you see.
Viewing software usage also helps you plan future purchases and discontinue unneeded licenses.
This information enables companies to be audit compliant and optimize IT expenses.
Server Based License ModelsThe following Server Based License models have been added:
Per CPU Sum Based
Per CPU Multiplier Based
Per CPU Constant Based
Per Core Sum Based
Per Core Multiplier Based
Per Core Constant Based
Per Server

2011 Unisys Corporation. All rights reserved. Page 28

Asset Management Console

2011 Unisys Corporation. All rights reserved. Page 29

Approval Central

2011 Unisys Corporation. All rights reserved. Page 30

Request Entry Console

2011 Unisys Corporation. All rights reserved. Page 31

Work Order Console

2011 Unisys Corporation. All rights reserved. Page 32

 Review / Questions

2011 Unisys Corporation. All rights reserved. Page 33