RUG 2003 Highlights

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RUG 2003 Highlights
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RUG 2003 Highlights

• Bob Beauchamp President/CEO, BMC
• RUG Official Victory party for Operation Remedy
  Freedom.
• Jim Grant VP/General Manager, Remedy
• Came over from HP, knows Remedy and BMC well, and
  is respected by both.
• Doug Mueller was skeptical at first, but was won
  over this is NOT Peregrine.

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RUG 2003 Highlights

• Business Direction Whats new?
• Education
• More Web/On-site classes
• Fewer training center days, more on web to lower
  travel costs.
• Support
• Results show lowest satisfaction for timely
  resolution highest for professionalism.

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RUG 2003 Highlights

• Whats new in Remedy Engineering?
• ITSM v5.5 Applications.
• Due out End of May, 2003.
• ITIL Compliance continues.
• Upgrade path will be from 4.0 ? 5.0, and from 5.0
  ? 5.5. No path from 4.0 to 5.5.
• Main console and entry page completely redone and
  simplified.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• All roles are available with full function on the
  web.
• Consistent look/feel of web/client views.
• Usability design work for improved UI.
• Multi-currency support.
• Support for Crystal Reports 9.0 on both Windows
  and Web.

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RUG 2003 Highlights

• New Home Page

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RUG 2003 Highlights

• New Support Console

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Help Desk 5.5
• Enhanced support for Problem mgmt.
• Further support for incident mgmt. (W.O.s)
• Business service categorization like a
  top-level Category for the Service Type.
• Filter bulletin board messages to a targeted
  audience.
• Web Services enabled HD tickets and Work Orders.

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Help Desk 5.5

• New Help Desk Support View

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Change Management 5.5
• Tighter integration to AM HD.
• Work Orders
• Web Service-enabled

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Change Management 5.5

• New Change Management View

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Asset Management 5.5
• Greatly improved Purchasing Module
• Purchase Requisitions
• P.O.s with multiple line items.
• Receiving/RMA functionality.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Asset Management 5.5
• Greatly improved Purchasing Module
• Lots of new Reports
• Web Services-Enabled
• Configuration catalog standard configurations
  for purchase and comparison to present.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Asset Management 5.5
• Financials
• Multi-currency
• Depreciation selectable by Asset type.
• Added Accelerated depreciation methods.
• Cost-based charge-back capabilities.
• Three-level contractual relationships.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Asset Management 5.5
• Desktop license compliance - can track of
  licenses allocated.
• Scheduled maintenance w/notification and
  automatic Task creation.
• Direct Bulk updates of Assets.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• Asset Management 5.5
• Asset availability tracking can see whether an
  Asset is up or down.
• 3 level Parent-child contractual relationships.
• End of life lease notification.

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RUG 2003 Highlights

• New Asset Management Console

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• SLA 5.5
• Complete re-architecture.
• Flashboards integration to allow display of
  real-time compliance, both on client and web.
• Recognizes pauses in work for Tickets placed in
  Pending.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• SLA 5.5
• Cumulative, long-term SLA performance tracking,
  based on customer-set criteria.
• Can even set the time slice in which to measure
  it.

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RUG 2003 Highlights

• Whats new in ITSM 5.5?
• SLA 5.5
• Proactive milestone-based notification(s) can
  fire to allow intervention before SLA is
  violated.
• Pre-built Crystal Reports to display compliance
  data.

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RUG 2003 Highlights

• New SLA Console

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RUG 2003 Highlights

• Whats new in Remedy Engineering?
• Remedy ARS v6.0
• Due out End of 2003.
• New Development and Admin tools
• Five Major Focus Areas of Improvement

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RUG 2003 Highlights

• Development Efficiencies
• Server-side tables
• Dynamic substitution of form, field, and server
  names at run-time to make workflow more global
  like a function.
• Linux is available on ARS 5.1 across the
  platform. Mozilla and Opera will be looked at as
  alternatives to Netscape.

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RUG 2003 Highlights

• Development Efficiencies
• Better ways to create a web view
• Auto layout native views
• Dynamic and automatic generation of fixed web
  views
• Automatic creation of a web view identical to
  native client view.

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RUG 2003 Highlights

• Development Efficiencies
• Better ways to create a web view
• Define different column properties for different
  subsets of fields within the same form.
• Recognition of boundaries and navigational area.

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RUG 2003 Highlights

• Development Efficiencies
• Better ways to create a web view
• Drag-drop of fields to new column property areas
  adopts new property to resize the field(s).
• Can edit the style sheet from within the
  Administrator on the form.

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RUG 2003 Highlights

• Insert Web view here

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RUG 2003 Highlights

• Operational Efficiencies
• Ability to administer DSO, FTS, Approval Server
  in a cluster
• Manage Floating licenses across the cluster from
  a single point.

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RUG 2003 Highlights

• User Efficiencies
• Simplified entry into ITSM applications.
• No more nasty URLs
• Universal Entry Point is remedy/home, which goes
  to the AR System Home page.
• Customizable and dynamic based on permissions and
  user preferences.

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RUG 2003 Highlights

• Management Efficiencies
• Application usage information for forms or
  applications. Track whos using what.
• Web-based Flashboards built-in.
• Visio-like interface in which to make design-flow
  diagrams that could create workflow based on
  those processes.

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RUG 2003 Highlights

• Cool New Tools
• Remedy Application Explorer
• Illustrates relationships between AR System
  objects.
• Graphically shows how an app is constructed.
• Debug mode with execution sequence stepping.

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RUG 2003 Highlights

• Cool New Tools
• Remedy Application Explorer
• Drill-down display can even be recursive like
  graphical ARSDoc.
• Can edit workflow objects from it.