T3SMAC - Las Vegas, Nevada - Breakout Sessions

Title (Speaker)
Abstract (Synopsis)
911 - What's Your Emergency?

Lief Zimmerman
Comtech Telecommunications Corp
The relationships between 911 entities are complex. For us, those entities are customers, partners, vendors, manufacturers, service providers, and 'just' interested parties (and sometimes all at the same time). This complexity could make the Company (and Asset) landscape of ITSM overly confusing for Tier 1 and difficult to manage day-to-day. We describe how we have managed to remain flexible and usable while keeping maintenance to a minimum...and it scales too.
A-to-Z of Remedy Single Sign-On

Rahul Vedak
BMC Software
With Remedy Single Sign-On, your users get instant access to various BMC application without getting challenged for credentials whether you use SAML v2, LDAP, Kerberos or Certificates (CAC/PIV) for authentication. Also the new simplified architecture of Remedy Single Sign-On ensures this light weight solution is easy to install, configure, and maintain. Customer are able to deploy Remedy SSO in matter of not months, not weeks but just few days.

Join this session to learn about this easy to configure but yet powerful SSO solution that provides seamless user experience for the users of multiple BMC solution. We will discuss Remedy SSO product architecture, supported authentications, deployment options (including redundancy and multi-tenancy), and integrations with BMC products and so on. Also if you are currently using Atrium SSO, we will share how these SSO solution differs as well some tips & tricks for quick transition to Remedy SSO.
Approvals Using CI People Relationships

Ann Zbylut
CyberTrain, Inc.
The challenge: To load approvers based on the Business Owners and/or Technical Managers of a Service, Application or Computer System. You could create an approver mapping for every single CI in your system, OR you could have it load dynamically as an Inherent Group/Role based on the People Relationship entries in each CI. For instance, if you want the business owners of all services to approve any changes to that service, or the managers of all applications, you can set it up with a single entry in the Approver Mapping. Now you only need to manage the people relationships in CMDB and not in the approver mappings also.
Are you getting the most out of BMC Track-IT!?

Jim Markle
Blue River TI
Why all these types/subtypes/categories? How should they be configured? Why do I really need them? How much information should be included in email notifications? When should I send email notifications? Track-It!, like other applications, provides real benefit only when configured properly…for YOUR requirements. So how do we match YOUR requirements to Track-It!’s features and functions? In this session let’s discuss the best approach to matching your goals with Track-It!
Atrium Integrator and CMDB Lifecycle Data

Ann Zbylut
CyberTrain, Inc.
BMC provides a wizard to import CMDB data using Atrium Integrator, but lifecycle data (e.g. Status, Accounting Code, Installation Date, Invoice Number, etc.) is no longer stored in the CMDB record. How can we get that information into Remedy if that data exists in our source.
Augmented Intelligence: The Real Future of AI in IT

Dan Turchin
Neva
The bots are coming… but not to take your job. Learn how and why AI and machine learning are making humans better and why the future of ITSM will blur the lines between us and thinking machines.

We'll discuss the cultural, regulatory, and economic implications of artificial intelligence in IT and share case studies from enterprises using AI and machine learning today to deliver better service.
Automate Your Testing...It's about time!

Robert Bowen
Partner IT, Inc.
Learn how your IT department can dramatically improve your business' productivity by minimizing testing time, cost, and support. If you haven’t automated your testing then your IT department is spending hours manually regression testing after every patch OR they are not spending any time, resulting in increased support costs resulting from defects introduced. Join Partner IT as we discuss how to mitigate these concerns and improve your regression testing strategy with the push of a button. In this session, we will discuss various testing methods, including leveraging open source tools. We will build and demonstrate a simple test script and then we will walk through a much more advanced test script, and the variations and adjustments needed. Watch as we demonstrate an advanced GUI-friendly application that wraps them all up and allows non-technical users to run test scripts at any time, against any environment and using various browsers. They can run a single script to test one specific new customization or they can run an entire module of scripts and walk away and then view dashboards or just receive a report via email of the success and failures of those scripts with screen shots of errors included.
Basic Concepts of Normalization and Reconciliation

Ann Zbylut
CyberTrain, Inc.
What does it mean to Normalize your CMDB data? What does Reconciliation really do? This session will define and demonstrate these concepts and how it all ties together into your production dataset (and will even discuss what a production dataset is!).
Best Practices for Upgrading to 9xUnderstanding Remedy Users and Usage with Stats

Carin Sinclair
BMC Software
Best Practice guidance on upgrading to 9x from previous version- including performance configurations after upgrade- Archiving policy checks- db/ os recommendations- AR server recommendations
BMC Atrium CMDB: New User Experience - Get Ready!

Stephen Earl
BMC Software
In an upcoming release Atrium CMDB will be updated with a new user experience which in addition to giving the CMDB a new look will also alter how you interact with the tool. In order to enable Configuration Managers and CMDB Administrators to be ready for these changes we present a session to get you ready for adopting the new tool UX.
BMC Atrium CMDB: Things to Think About With Your CMDB Environment

Lenny Warren
RMI Solutions
BMC Atrium CMDB is about managing one's configuration items, attributes and relationships. But there is more to this than just those three things, This session will cover some of the implementation considerations that have taken place over the past couple of years while implementing BMC Atrium CMDB for multiple customers. Come see some of the additional considerations to add to the CMDB process for those who are working with CMDB 8 and later.
BMC Client Management Focus Group

Serena Lambiase
BMC Software
If you want to provide your input in person and hear others' ideas for BMC Client Management future releases, then you will want to come to this session. Please come with your top 3 ideas to discuss how to improve BMC Client Management.
BMC Remedy AR System Server 9.x - How Full Text Search and Indexing (FTS) work

Ashutosh Deshpande
BMC Software
Do you have high volume of service desk tickets / knowledge articles or attachments and it takes days or hours for new entries to become available for search? Do you have huge amount of data in ITSM and searching it takes too long and results are not always very relevant? Do you run into disk space issues or file system corruption due to huge sized FTS indexes? Are you forced to periodically perform global re-index on your AR server due to search or corruption issues, but afraid to do so due to resource constraints or search unavailability?

If answer to any of above questions is a “Yes”, this session is a MUST for you. Full Text Search a.k.a. FTS feature helps in faster response time in searching entries using index-based searches rather than database SQL based searches. BMC Remedy AR Server makes use of FTS to fetch text-based and attachment search results faster.

With Remedy 9.0 release, subsequent service packs and releases, there have been significant enhancements and improvements to how FTS indexing and searching works. This session will talk about it and how best it can be configured and optimized to leverage following business benefit:

Make new entries available for search in less than 3-5 minutes instead of waiting for hours Perform full global re-index in the matter of a couple of hours, if earlier it was taking day(s) Optimizing FTS pending request queue from millions to only what is really required Fast searches even under heavy user load producing results in a couple of seconds without consuming much processing power Much optimized index folders and files contributing to faster searches and resource saving Search service availability in a server group even when one of the servers is busy performing global indexing.
BMC Remedy AR System Server 9.x - Row Level Security and Hierarchical Groups

Ashutosh Deshpande
BMC Software
Security, especially data security, is one of the major concerns while running any application. BMC Remedy platform provides multiple levels of flexible security features that help development of a very secure and robust application.

Are you a service provider managing applications for many of your customers and want to make sure security is well-addressed? Are you a large organization with many departments or organizations and would like to share applications across those with minimum installations without compromising data security? Is data security across your support groups an utmost concern? Do you have a need to implement data level security or hierarchical security in your custom application?

If you are looking for answers to any of these questions, attend this session to get detailed understanding of how BMC Remedy platform provides Row Level Security and Hierarchical Groups feature that can be leveraged for developing and running a very secure application.
BMC Remedy - Zero Downtime Platform Upgrade

Deepak Somaiya
BMC Software
In line with continuing the theme of simplifying Remedy platform upgrades, one key objective is to minimize downtime during the platform upgrade. In case of in-place upgrade approach, downtime can be significant. And in case of staging environment upgrade approach, it needs replica of production and running Delta Data Migration with some downtime to switch over.

Zero Downtime Platform Upgrade has been introduced and recommended by BMC for platform components. The idea leverages concept of AR System Server Group to enable the platform upgrade on a production server group one server at a time, while the other servers continue to function seamlessly and continue to serve the end user requests.

Following are the benefits of this approach:

1. Application is always available to the end users.
2. No need for data migration, since this is in-place upgrade.
3. In case of an issue during upgrade, the system recovers itself and continues to work in sustenance. Upgrade can be restarted again on the recovered system in Zero Downtime fashion.

This session will present nitty-gritties of Zero Downtime Platform Upgrade, the process, how it can be used effectively and best practices to ensure successful platform upgrade.
BMC - Troubleshooting Tips and Techniques

Deepak Somaiya
BMC Software
Server is running slowly or even worst has become unresponsive? Requests made by certain users or coming from a certain clients are not working as expected or less perform ant? Are you contemplating turning on logging as it might slow down things further? These are some of areas that an administrator has to troubleshoot and face the challenges that it brings along. This session will cover aspects of troubleshooting tools and techniques that are enhanced and improved in BMC Remedy AR System Platform components. These enhancements allow an administrator to quickly and efficiently identify the root cause and improve performance.
Building and deploying services in BMC Digital Workplace Advanced

Roger Scott
BMC Software
Get hands-on experience developing, publishing and leveraging services created and/or imported in Digital Workplace Advanced. In this lab you will build a service from scratch, import a service from a connector, build and assign workflow, publish to Digital Workplace, create entitlements for your service, add your service to a Digital Workplace category and finally request your service(s).
Change Management: Ten Things to Consider for Change Management

Lenny Warren
RMI Solutions
Change Management is critical to any organization when making changes of any nature to the environment. This includes adding, removing, moving, uninstalling, installing, setup, configure, commission, decommission, new hire, terminations, etc. The list goes on and on. Too many companies do not start off their IT Management with a "strong" Change Management. Many issues arise in the Infrastructure World as changes that were made were not adhered to a strong Implementation/Verification/Documentation process. This session will cover the areas of concern and need that every person should consider when setting up or re-configuring its Change Processes.
Closing the Restful Gap, consuming Restful services with your Remedy service

LJ LongWing
BMC Software
9.x brought Remedy into the restful world, but only from the perspective of Remedy's ability to publish Restful services. There is a plugin available that allows Remedy to consume Restful services provided by external parties, thus closing the gap on restful integrations allowing Remedy to get the information out of their systems as well as push information into them
Configuration Manager User Experience - Test Drive

Wid Spaulding
BMC Software
As a Configuration Manager experience how you will get your work done faster and more efficiently. View and understand your data better, manage the population and quality processes more easily, and bring more value to the business.
Consuming Remedy provided Restful services

LJ LongWing
BMC Software
Integrating with your Remedy has never been easier. With the availability of Rest API, any restful client can quickly and easily integrate into your Remedy server and get the information out, or put the information in that will allow your that system to do what's necessary, from creating incidents to getting the current status of a change
Control-M - Modernizing Workload

Jim Markle
Blue River TI
Germany's largest health insurance company, Techniker Krankenkasse, is in the middle of a digitalization process. As a base for this process, the workload scheduling at TK needs to be modernized and optimized. Solutions and information for customers have to be provided fast and smooth. As part the modernization process, TK has started to take a look into several tools and plugins for Control-M to help the digitalization process. "Application Integrator", "Self Service" and "Workload Change Manager" are being tested to see if they can help to reduce problems with development. These tools should also help to enable faster implementation of new applications. "Managed File Transfer" and "Workload Archiver" were installed to evaluate their usefulness to visualize and ease file transfers and searching through archived job logs. This presentation will show you the current state of the process, and gives an overview of the pros and cons for each tool.
Current and Future of Innovation Suite

Steve Wong
BMC Software

Robert Curlee
BMC Software
In this session, we will review the highlights and awesome new capabilities in Innovation Suite 17.08 that are currently in service on BMC Cloud. We will also discuss some of the exciting possibilities with the ongoing innovation and seamless cloud push updates. More and more cloud delivered functionality and services will be introduced with each update – such as the Integration Service and many more to come.
Customer Spotlight – Customer’s Great Insights from Remedy Smart Reporting

Rahul Vedak
BMC Software
In this session, you will learn how a Remedy ITSM Customer has driven success with Remedy Smart Reporting. Customer to share how they implemented Smart Reporting, the problems they had, how Smart Reporting solved these problems and how they transitioned from Analytics to Smart Reporting. Customer will also share best practices around implementing Smart Reporting and driving internal adoption.
Creating and Configuring Service Request Definitions in Remedyforce

John Fulton
BMC Software
As business processes become complex, cross-team dependencies increase for seeking and fulfilling services. Most service organizations in a business, such as IT, HR, Facilities, Finance, etc. are internally facing. They have goals to deliver services to their customers within the agreed-upon SLAs, to the satisfaction of customers. Most service requests are routine in nature, allowing service organizations to standardize how they are requested, approved, and fulfilled. It is no rocket science that standardization helps improve quality of any service. Remedyforce is an ITSM solution built and delivered on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Service request management in Remedyforce is designed to empower service desk managers/analysts with tools to design a standardized, repeatable process for requesting, approving, and fulfilling service requests. Service requests so deployed can be accessed from Remedyforce Self Service 3.0, the Salesforce1 mobile app, and the Remedyforce Console for service desk agents. Attend this session to understand how to design service request definitions to capture service requirements, have them approved, route them to appropriate teams across your service organization for fulfillment, set up SLAs, and measure service desk effectiveness.
Customer Showcase: BNP Paribas A Successful ITSM Upgrade from 7.6.04 to 9.1 SP3

Florent Perot
BMC Software
In this session, we will explain how we successfully migrated a customer, one of the major French Bank institution, from ITSM 7.6.04 to 9.1 Sp3.

Their environment is quite complex by:
• Its architecture (their Server Group cluster handle 1600 - 2000 concurrent users),
• The number of interfaces / customizations (100+),
• The volume of data: 1 000 000 + CIs, 121 000 incidents tickets a month & 4 300 changes a month.

The goal was to upgrade their ITSM stack from ITSM 7.6.04 to the latest 9.1 available:
• Size the new architecture,
• Identify the customization still relevant in 9.1 via a Gap Analysis and adapt / migrate them,
• Migrate progressively all transactional data from the current production to the new Production along with new Foundation data,
• Run stress and performance tests to ensure good service and user experience,
• Put in place archiving

We will cover:
• The different approaches available and the reason we chose one in particular,
• How this approach was technically applied by the BMC team, in sync with the customer,
• The tools involved in this migration (BPCU and 3 way reconciliation to identify the customization, DDM for the data migration),
• The challenges tackled along the way and how we overcame them with a great teamwork between BMC Professional Services, BMC Support and the customer technical Teams
Design Your Applications like a UX Professional

Angela Sandoval
BMC Software

Kayla Block
BMC Software
Modern workplace expectations have changed and users demand applications that deliver simple and effective experiences that help them succeed in their everyday tasks. Learn the processes and best practices that User Experience Professionals apply to build enterprise applications that are user-centric, intuitive, and delightful.

Key Presentation Points:
1. UX is not just for designers.
2. What problem are you trying to solve?
3. Thing from a User’s perspective.
4. Thing Creatively. Think outside the box.
5. User test your concepts, detailed designs and Post Production
Develop Smart Application use Cognitive Service of the Innovation Suite Platform

Anand Vidyasagar
BMC Software
This session is going to discuss developing Smart Cloud Application using different micro services of the Innovation suite platform following a no-code and low-code paradigm. The emphasis for this session will be to demonstrate how to leverage cognitive service in developing flawless automation and human interaction for your application using the backend intelligent algorithms that brings industry leading machine leaning and artificial intelligence while leveraging Chat-bots for extending self-service capability of your application using the contents. This session will highlight Innovation suite platform capability in general, its progress and the possibility it provides for application developers to leverage this platform for developing process based smart cloud applications.
Digital Finance Shared Services in BMC Remedy

Priadi Priadi
PT Mitra Integrasi Informatika
As one of journey to transform your organization to the Digital Transformation is to setting up a Multi-tower Business Services Organization. Digital Finance Shared Services enable you to have organization that focus on Finance Services. BMC Remedy is the solution to record, track and measure the SLA for Finance Shared Services Organization. In this Session, I will present what is the shared services concept, how to build the multi tower business service organization; and implementation of Digital Finance Shared Services on BMC Remedy Platform.
Discover Discovery Everywhere

John Fulton
BMC Software
Is the title confusing? Well, the topic of discovery solutions can be confusing as many tools provide information and capabilities to support a range of different needs. One size may not fit all. Learn about how Remedyforce Agentless Discovery can be the starting point for maturing one’s discovery strategy. This session will discuss the maturity levels and solutions associated with each stage depending on an organization’s focus and maturity.
Discovery Roadmap Session

Antonio Vargas
BMC Software
Join BMC Discovery Lead Product Manager, Antonio Vargas, as he shares his vision for BMC Discovery and where the product is headed for the next release.
Down the Rabbit Hole with Atrium Integrator for your CMDBUnderstanding Remedy Users and Usage with Stats

James Van Sickle
Los Alamos National Laboratory
Atrium Integrator is a powerful integration engine bundled with Atrium CMDB and Remedy’s ITSM Suite. This session is designed be a deep dive into customizing and expanding your Atrium Integrator jobs to get the most out of the system. We will explore how to pull data from third-party sources (AR System, SQL, LDAP, OLAP, JSON, SAP, file systems, etc). We will explore how to format data before it is uploaded into Remedy, pushing data into Atrium CMDB or Remedy ARS, or returning values back to third-party sources for true two-way communication via Atrium Integrator. This session will also examine how to build relationships and maintain them through daily data changes in source systems. Real-life examples of AI jobs created to integrate data from custom discovery applications using SQL and LDAP data sources will be used to demonstrate each discussion point.
Driving Employee Experience Through Analytics: A Fortune 500 Case Study

Patrick Gudat
Numerify
Surveys have always been the go to answer for understanding a consumer’s perspective on service experience.  For one organization, the response to these surveys wasn’t significant and understanding IT service performance from the perspective of an employee was almost non-existent.  Yet the data to support a comprehensive view of an employee’s experience existed across BMC Remedy and other systems, such as internal social networks.  However, this data wasn’t presented in a consolidated and consumable way.  Learn how one Fortune 500 company leveraged analytics to present a 360-degree view of an employee’s interaction with IT and the value it brought to employee and service experience. 
Dynamic Dashboards for Executives to Awesome Admins

Christine Bowen
Partner IT, Inc.
You have created useful and insightful reports. Now, how do you present them and make them more beneficial to various roles within your enterprise? Dashboards can provide a powerful impact when you create a different focus based on roles and responsibilities of the viewer. This workshop will show you many influential dashboards for Executives down to the awesome administrators. Some of these are used for analytical purposes and some are more day to day functional. Beyond showing the dashboards, we will share how to create seamless dashboard displays in a cohesive story. And let’s get the story out, so we will cover how to send out entire dashboards of information.
FastTrack Program to Enablement your BMC Remedy Consultant

Priadi Priadi
PT Mitra Integrasi Informatika
FastTrack Program for BMC Remedy Consultant Enablement is a Program to speed up and standardize the BMC Remedy Consultant in our Company. This program has run since 2 years ago and make our consultant ready to implement BMC Remedy and have knowledge to give a value in Our Customers. The duration is 104 hours to complete the program. So, in 13 work days, you will have a BMC Remedy Consultant with basic knowledge and ready to do the Project Implementation. The Critical Key Success Factor for this Project is commitment for review every phase, material documentation, test environment, and collaboration. From this session, you can build your own Fast Track Program.
FootPrints: A migration Story from 11 to 12

Don Cholish
BMC Software
In this session, here real world examples of customers moving from version 11 to 12 and what to expect when you take the plunge.
FootPrints: Creative Business Process Solutions

Rocky Fly
0'Reilly Auto Parts
FootPrints is primarily used to automate and track ITSM processes, but it is being used by so many organizations for other business processes both inside and outside of IT. Learn how to expand the use of FootPrints and get more out of your investment.
FootPrints: Getting started with version 12

Bill Gleeson
Scapa Technologies Limited
Brand new to FootPrints or considering moving to version 12 sometime soon? Learn the basics of how to get started that can be built-on with more advanced topics.
FootPrints: Process best practices and how to get started with them

Don Cholish
BMC Software
Learn some general ITSM best practices and how to implement them in FootPrints.
FootPrints: Reporting Best Practices

Don Cholish
BMC Software
From basic reporting fundamentals to advanced techniques, improve your service analytics skills with FootPrints.
FootPrints Configuration Management: A Fool with a Tool is Still a Fool.

Greg Gielda
Flycast Partners
When the poet William Carlos Williams said: “Oh Marvelous! What new configuration will come next? I am bewildered with multiplicity!” he wasn’t talking about Configuration Management, but he might as well have been.  His statement sums up the kind of head scratching that can befall us when we try to wrap our arms around the concepts of creating our Service Asset and Configuration Management (SACM) process and system of record.

Join us for a presentation by Flycast Partners Gregory Gielda, as we discuss the concepts, approaches, and pitfalls of the Configuration Management process, and ways to approach it successfully, without being “bewildered with multiplicity”!
Getting More Out Of BMC Client Management

Steve Gibbs
RightStar
The importance of maximizing IT resources by managing your organization’s assets, both software and hardware, is critical to an organization's success. For example, BMC Client Management (BCM) not only identifies what’s on the network, but allows you to make intelligent decisions about the current state of inventory, and seamlessly drives endpoint troubleshooting and management from BMC ITSM solutions such as Remedy, FootPrints or Remedyforce. BCM also automates system provisioning, troubleshooting, compliance and management from those BMC service management solutions.

In this session, we will illustrate how you can use professional services to quickly and easily solve your endpoint management challenges from provisioning to patching and deployment. We will show you how you can set up BCM on premise or hosted to ensure that you are getting maximum value out of your BMC investment. We will also demonstrate how you can implement BMC to reconcile your organization’s software licensing and ensure that you can pass software audits. We’ll show you how to get all your assets under control with the end result: reduced cost, and increased flexibility and improved security.
Getting Started with Footprints Version 12

Gregory Gielda
Flycast Partners
Whether you’re just curious about the latest version of BMC Footprints, or are considering a move to the latest iteration of the solution, our discussion on Footprints Version 12, led by Gregory Gielda of Flycast Partners, will talk about Footprints as a solution, and then dive into its new Administrative capabilities. Join us for an hour as we examine the Footprints V12 Visual Workflow editor, the new Business Rules creator, and other behind the scenes administrative functions of Footprints Version 12.
Hot trends in Knowledge Management

Victoria Schmidt
CyberTrain, Inc.
This session will discuss hot trends in Knowledge Management and how those can be implemented in your environment no matter what Knowledge Management product your use today. It will provide information on things that are important to include in your knowledge projects to make them more effective.
How Advanced Analytics are Improving Service Desk Efficiency

Balaji Palan
BMC Software

Sarah Xu
BMC Software
In today's era of digital transformation, where the number of mission critical applications are growing at a rapid pace and a wide variety of network and infrastructure monitoring tools and user generated service tickets are producing petabytes of data across your enterprise, workflow tools and war rooms alone are no longer sufficient to deliver on the service desk remit.

Advanced analytics techniques like machine learning are proving to be excellent at not only improving the signal to noise ratio for service desks, but are also helping with prioritization of user generated incidents enabling optimized service management approaches. In this session, we will discuss and demonstrate how machine learning can assist in uncovering key insights in your service desk data, help prioritize monitoring events and alerts and drive your Mean Time to Resolution (MTTR) down, thereby allowing you to deliver better service to your end users without adding additional resources and impacting your cost structures.
How BMC Client Management can Protect You From Ransomware

Aaron Sebastian
BMC Software
If you want to learn how BMC Client Management (BCM) can help protect your organization from cyberattacks, then you should attend this session. Ransomeware is one of many emerging attack vectors that become costly both yourself, and your company. Learn enterprise-wide objectives, as well as compliance strategies within BCM to keep pace with threats that continue to evolve in the wild.
How BMC Client Management can Help you to Prepare for an Audit?

Kyle Hamilton
Flycast Partners
If you have ever had to respond to a software audit, or you may have to, you will be interested to hear how BMC Client Management can help you prepare with the information you need.
How BMC uses BMC Client Management

Serena Lambiase
BMC Software
If you want to hear how BMC uses BMC Client Management to patch desktops, image machines, and roll out software, then you will want to attend this session.
How have more effective Training as part of your Project and beyond

Victoria Schmidt
CyberTrain, Inc.
This session will cover how to create, run and follow up an effective upgrade workshop. This session will also cover how to gather the information/data needed during the workshop and how to document the information gathered. Abstract: This session will cover how to create and run an effective workshop. You will learn:
• How to create effective materials
• How to cover the key topics at the right time
• How to run the workshop effectively
• How to gather the information needed during the workshop
• How to document the information gathered during the workshop
• How to follow-up on the workshop to implement the concepts agreed upon during the workshop
How TK Wants to Optimize Its Workload

Lars Mahrendorf
Techniker Krankenkasse
Germany's largest health insurance company, Techniker Krankenkasse, is in the middle of a digitalization process. As a base for this process, the workload scheduling at TK needs to be modernized and optimized. Solutions and information for customers have to be provided fast and smooth. As part the modernization process, TK has started to take a look into several tools and plugins for Control-M to help the digitalization process. "Application Integrator", "Self Service" and "Workload Change Manager" are being tested to see if they can help to reduce problems with development. These tools should also help to enable faster implementation of new applications. "Managed File Transfer" and "Workload Archiver" were installed to evaluate their usefulness to visualize and ease file transfers and searching through archived job logs. This presentation will show you the current state of the process, and gives an overview of the pros and cons for each tool.
How to Flip Your Learning

Phil Schmidt
CyberTrain, Inc.
This session will cover how to flip your learning so that your students get the most out of your training while saving money. This session will explain the concept of flipped learning and how that can be used for your project rollout, upgrades, refresher and new hire training.
How to get the Biggest Bang for your Training Dollars?

Phil Schmidt
CyberTrain, Inc.
This session covers how to have effective courses while getting the best ROI for your training dollars. We'll discuss methods, tools and resources to use to get the biggest "bang for your training buck" and go over some tips and tricks to make your courses more effective. We'll learn the options for training and which have a better ROI than others and see some real ROI numbers. We'll discuss how to obtain or create effective courses on a budget. Effective courses, whether they are instructor-led or eLearning start with solid instructional design and incorporate effective adult learning theories to maximize learning in a business setting.
How to Get the Most out of FootPrints v12 Service Analytics?

Kam Akrami
RightStar
When we talk with our customers about a service desk implementation and the value received, they often state that improvements in reporting is the biggest value-add. Good reporting allows customers to better measure their results. A properly designed analytics system can help drive efficiency, improve service levels and deliver true business value. FootPrints 12's reporting module is known as Service Analytics. Many users are still unfamiliar with creating basic custom reports in FootPrints, or are just scratching the surface and are unsure how to get the most out of their reporting, or when to use the suite of pre-configured report types such as Ticket Management, Service Portfolio, Cross Item, Time Tracking, Watchlists, and Dashboards.

In this session, we will cover these report types and show you how to get the most of your data. RightStar will also demonstrate how to build custom reports and provide tips and tricks to help make building them easier. You will walk away with a better understanding of how to design and build a service analytics data management system.
How to Incorporate Discovery in Multi-Cloud Environment

Antonio Vargas
BMC Software
Abstract: BMC Discovery can now scale across multi-cloud environments to provide public cloud, private cloud, and data center assets and dependencies on a single pane of glass. Come find out how BMC Discovery for Multi-Cloud represents multi-cloud assets and relationships in your environment. We perform this deep discovery in a cloud-friendly manner, leveraging API’s and standard agentless protocols. This allows for a holistic view of your entire environment, including private and public cloud.
How to integrate Remedyforce with Enterprise Apps Using actionHub

Samir Kumar
Cloudaction, LLC
Remedyforce can be the glue to enable collaboration between IT, Customer Service, Engineering, DevOps and many other groups. In this session, we will walk through how to extend your Remedyforce investment with Jira, Service Cloud, BMC Truesight, MTFS, Microsoft SCOM/SOrch, Splunk, SolarWinds and other enterprise solutions. This session will describe in details with live demo on how to use actionHub (Salesforce AppExchange Integration Engine)to integrate Remedyforce into popular cloud or no-cloud based enterprise apps.
How to use BMC Remedyforce for non-IT requests

Olivier Segers
BMC Software
Many organizations allow their clients to submit different types of requests via Self Service. Typically they are more IT oriented type of requests, like password resets, new software, a.o. Within Self Service for Remedyforce their is also a place to submit HR related request like onboarding and off-boarding of employees, which can be automated. Also requests like enhancement requests for internal solutions, new reports, modifications to existing reports, and more can be driven via Self Service for Remedyforce. Self Service for Remedyforce gives customers and employees an intuitive portal where they can resolve their own issues or needs.
Implementing Advanced CMDB – A Step by Step Guide & Remedyforce Story

Nancy Hinch-Gualda
BMC Software
How a BMC Remedyforce customer successfully embarked on implementing advanced configuration management, designed, configured and launched the Remedyforce CMDB. Implementing a CMDB can be a challenge because the program crosses the majority of functions within an organization. Join this informative session to hear how one Remedyforce customer went about CMDB implementation by creating an environment for success. We’ll discuss that framework for success focused on:

· Setting the vision and objectives in the short and long term

· Evoking the best practices to crawl, walk and ultimately run

· Creating the environment for success by securing strategic leadership and direction to direct fostering of adoption and cultural change

· Establishing the framework to allow for realistic timelines to accomplish set goals

· Deploying best practice design methodology

· Adhering to critical success factors

· Planning for and executing on communication, training and enablement

Integrated ITOM: How to Make Your IT Organization More Efficient Through Automation

Peter Adams
BMC Software
Automation continues to be the most effective approach in to reduce manual effort, increase quality and improve agility in the IT Operations domain. If your IT organization is swamped with reactive work, e.g. resolving large amounts of incidents, and does not have the budget to invest heavily in automation, then this session is right for you.

First, you'll learn how to effectively introduce automation in your IT organization through an iterative rollout process, which allows to gain significant improvements without the burden of extra investment beyond the existing budget.

We will then discuss what the key prerequisites are to start with such an automation initiative. And we'll review different automation options, with a focus on ITSM processes like Incident Management, Change Management, or Request Fulfillment.

Last but not least, we'll present the latest product offerings from BMC that support such automation in the IT Operations domain, and we'll discuss future plans of BMC to further improve IT efficiency through automated IT Operations.
Integrations that Add Value to Your BMC Client Management Investment

Kyle Hamilton
Flycast Partners
If you want to learn how you can leverage your investment in BCM by adding integrations with other products, this is the session for you. BCM has several native integrations with other BMC products and can integrate with third party products you may already have.
Intro to CMDB’s Atrium Integrator

James Van Sickle
Los Alamos National Laboratory
Atrium Integrator is one of the most powerful integration tools that does not require direct API coding knowledge, and is bundled with Atrium CMDB inside the ITSM Suite. This session is to explore the basics of how to begin using Atrium Integrator to pull data from third-party SQL databases. This data can be used to populate a CMDB or even pushed into non-CMDB forms within Remedy. We will begin the session with the creation of a standard AI job through Remedy, and explore each component inside the job via the Atrium Integrator client, also known as Pentaho Spoon. Finally, we will discuss options on how the AI job can be modified or enhanced to accommodate a changing implementation.
Introduction to Business Workflows

Jeff DesRoches
BMC Software
BMC is pleased to announce the launch of Business Workflows, the first Digital Service app built on BMC Innovation Suite. Business Workflows extends beyond IT to empower the lines of business like HR, Facilities and other domains. Join this session to learn more about its features, including:

· Modern line of business case management that can define and automate workflows, and manage cases with ease and efficiency

· Self-service options that include creating automated workflows and tailoring the user interface without writing code, a tremendous time-saver

· Business Service Catalog integrated with BMC Digital Workplace, freeing employees to be productive while scaling how service is delivered

· Live Demo on Business Workflows
Introduction to Discovery (Previously known as ADDM)

Phil Bautista
Bull Creek Data
This session will be an introduction for people who are not familiar with the former ADDM product that has been renamed "Discovery" by BMC. It will cover what the product does, the need for it to be implemented, capabilities and methods used in addition to issues typically raised by security about network capabilities.

Utilizing BMC Remedy AR System Workflow and Atrium Integrator to Streamline Asset Management
Introduction to the Integration Service on Innovation Suite

Robert Curlee
BMC Software
Are you ready to start building enterprise applications without writing any code? This hands on session will guide you through building your first Digital Service application using Innovation Suite
IT Procurement Management for Remedyforce

Adam Alonso
NimbusNow
If your organization is like most, the critical link between physical assets and purchasing data doesn't exist. Information is dispersed across Excel spreadsheets or in a legacy system. As a result, you must manually reconcile IT asset data with purchase orders to know when contracts expire or plan future purchases. In BMC Remedyforce purchasing data can be easily reconciled with inventoried assets, and everything you need is accessed, tracked, and reported on from a single interface. Through a live Remedyforce demonstration and lecture, learn best practices how to design and implement Remedyforce to streamline and automate a comprehensive procurement management process designed for IT.
ITSM Analytics in Action: Success Stores from the Real World

Erik George
Numerify

Ryan O'Shea
Numerify

Service Management is an integral part of enabling IT to deliver business capabilities. Each day IT resources generate an invaluable set of data on the operations of IT. This data can help an organization identify how to improve business capabilities, but unlocking the insights it contains is a challenging process where analytics can help. If you’re interested in exploring how your organization can use your BMC ITSM data to improve IT Operations, vendor relations, and customer satisfaction, this session is for you. Using real customer case studies, the session will discuss the following Analytics topics:

1. Going Beyond Reporting
2. Overcoming Common Obstacles
3. Use Cases that Work
4. Driving Change & Adoption
5. Creating & Adhering to an Analytics Roadmap
ITSM in a Multi-Cloud World: Automated Ticket Brokering and DevOps Integration with Remedy

Pradeep Kumar
BMC Software
Join Pradeep Kumar from Remedy product management team to learn about cloud based offering for Remedy customers for next generation ticket brokering with external service providers, and with agile development tools like JIRA/Rally etc.

Ever increasing adoption of cloud based services in the enterprise makes it imperative for service desk professionals to collaborate on tickets with their counterparts in the external organization. Much of this interaction is highly manual today with enterprise having little visibility of issues and running the risk of data fragmentation. The next generation of cloud services from BMC allows you to create and synchronize tickets with you vendors in an automated plug and play fashion. You will discover an exciting application built with the state of art integration technologies that allows an extremely agile approach for tailoring for any environment.

The key to success for DevOps is effective collaboration between Dev and Ops. Learn how the cloud based services from BMC allows you to transcends from either of these two worlds to an automated tranquility between them. You will review how the incidents in Remedy becomes a user story in Agile Dev Tool of your choice or create a change in Remedy for one or more user stories from your Dev Tool.
ITSM: Things to Know About BMC ITSM Applications

Lenny Warren
RMI Solutions
BMC ITSM Service Management is broken into two sections - Incident Management and Problem Management. However, there are pieces that are missing from all organizations that the applications can help to support the work efforts of one's operations. Have you set up a customization process to automatically generate a Work Order to replace a hardware device from an Incident Ticket? Do you make the tool easier or difficult for the Technicians to do their work? This session is about bring to light areas of consideration when using BMC Service Management as the documentation process for one's issues and requests.
KCS, Swarming and more: Innovating Service Management with Remedy

Peter Adams
BMC Software
Join this session for a look at some of the pioneering methods being implemented in Service Management by industry thought leaders such as Cisco, Ericsson... and BMC themselves.This session explores emergent methodologies which have been developed by bodies such as the Consortium for Service Innovation, and which are creating new value and success in service organizations in some of the world's most insightful and innovative enterprises. We will explore Knowledge Centered Service, already implemented in Remedy, and will look at how Swarming is proving a highly credible alternative to the traditional tiered support team model. With case studies from BMC customers, and BMC itself, we show how new thinking is enriching service management, delivering great results and better customer satisfaction.
LAB: Create an Application in Innovation Suite – Getting Started (Session 1 of 3)

Dave Sulcer
BMC Software
Build a simple codeless application on your Innovation Suite sandbox from start to finish, using all of the basic constructs including Record, View, Process, and Rule. We will also introduce application modeling and design concepts for more sophisticated applications, that will be used in the following sessions. If you have heard about Innovation Studio but have no experience with it yet, this is the session for you. Bring your laptop, charger, and your working Innovation Suite sandbox from the developer.bmc.com portal. Introductory sessions at T3 about Innovation Suite are recommended (but not required).

PREREQUISITE:
Be sure to come with a laptop (and charger), and to request in advance your own Developer Sandbox from https://developers.bmc.com/site/global/develop/sandbox. This normally only takes a few minutes, but it is good idea to do this early, and if there are any issues please use the BMC Developer Community at https://communities.bmc.com/community/developer.
LAB: Create an Application in Innovation Suite – Getting Powerful Views (Session 2 of 3)

Dave Shapiro
BMC Software

Dave Sulcer
BMC Software
Learn how to enhance an application with sophisticated View-building techniques and try them out on your own Innovation Suite sandbox. Among the techniques you will learn: using associations, defining nested layouts with Containers, popup dialogs, and pushing instant updates. Bring your laptop, charger, and your working Innovation Suite sandbox from the developer.bmc.com portal. You can continue your work from Part 1, or start fresh with this lab. After this session you can continue to build out the application.

PREREQUISITE:
Be sure to come with a laptop (and charger), and to request in advance your own Developer Sandbox from https://developers.bmc.com/site/global/develop/sandbox. This normally only takes a few minutes, but it is good idea to do this early, and if there are any issues please use the BMC Developer Community at https://communities.bmc.com/community/developer.
LAB: Create an Application in Innovation Suite – Deep Dive on Process Designer (Session 3 of 3)

Prasad Mysore
BMC Software

Dave Sulcer
BMC Software
Learn how to create complex business logic using the Process Designer in this hands-on session. Among the techniques you will learn: using Associations in business logic, sending user messages, looping, conditional flows, timers, and exception handling. You are required to have provisioned your sandbox in advance from the developer.bmc.com portal. You can continue your work from Part 1 and/or Part 2 , or start fresh with this lab. After this session you can continue to build out the application.

PREREQUISITE:
Be sure to come with a laptop (and charger), and to request in advance your own Developer Sandbox from https://developers.bmc.com/site/global/develop/sandbox. This normally only takes a few minutes, but it is good idea to do this early, and if there are any issues please use the BMC Developer Community at https://communities.bmc.com/community/developer.
LAB: How to Configure and Manage Knowledge Articles

Victoria Schmidt
CyberTrain, Inc.
Will add abstract later. Basically a lab on creating knowledge articles and publishing them and making them available by running the admin function to index immediately. Also point out things to aware of that can break your server. LAB
LAB: Integrating Remedyforce with Enterprise Apps (Cloud based or/and On-prem)

Collin Parker
Cloudaction, LLC.
In this Hands-on Lab session, we will show-case/build Remedyforce integration using actionHub with some leading Enterprise applications: 1) JIRA 2) Service-Cloud 3) BMC Truesight 4) MTFS 5) Microsoft SCOM/SOrch and more. This Lab-session will be focused on setting-up actionHub integration engine, connecting Remedyforce with enterprise applications and configuring actionHub to enable business use case.
LAB: Introduction to BMC Smart IT

Joon Hahn
BMC Software
An introductory session covering BMC Smart IT on the Remedy platform. In this session, attendees will familiar themselves with working on Incidents, Problems, Changes, Assets, and Releases using the Universal Client (web interface) and Mobile (Android and iOS) devices.
LAB: Introduction to BMC Smart Reporting

Damian Hunt
BMC Software
An introductory session covering BMC Smart Reporting on the Remedy platform. In this session, attendees will build and run reports, dashboards, charts, storyboards, and much more.
LAB: Performing Searches within Remedy Action Request System

Phil Schmidt
CyberTrain, Inc.
This session will cover how to effectively search for and sort data in the Remedy ITSM Mid-Tier applications. There are sometimes overlooked ways to find the information you’re looking for. We’ll show you tips on how to use simple sorting, add filters, and how to perform advanced searches so you can find the information you need and save the searches you create. This will be a hands-on lab.
LAB: Remedy Web Reporting

Phil Schmidt
CyberTrain, Inc.
This session will cover how to most effectively create and use the free Remedy Web Reporting module that comes with Remedy ITSM. This is a sometimes overlooked tool that can be used by your organization in addition to other reporting tools like Smart Reporting. This one is good for quick reports or even scheduling reports to be sent out at a later date/time. This will be a hands-on lab.
LAB: Report Writing with Crystal Reports (Session 1 of 2)

Rosemary Lieberman
Microflo Software, LLC
Writing professional reports with Crystal Reports against Track-It! The two labs first give you information on writing professional reports and then takes you through the development of an actual report written for a Track-It! client. You are provided with all the documentation on each piece of Crystal Reports functionality used and the exact steps taken to effect the writing of the report. You will breakdown the writing of this report over two lab sessions and leave with the actual report, documentation of all the formulas, charts, and the steps used to write the report.
LAB: Report Writing with Crystal Reports (Session 2 of 2)

Rosemary Lieberman
Microflo Software, LLC
Writing professional reports with Crystal Reports against Track-It! The two labs first give you information on writing professional reports and then takes you through the development of an actual report written for a Track-It! client. You are provided with all the documentation on each piece of Crystal Reports functionality used and the exact steps taken to effect the writing of the report. You will breakdown the writing of this report over two lab sessions and leave with the actual report, documentation of all the formulas, charts, and the steps used to write the report.
LAB: Tips and Tricks of transitioning to Smart IT

Victoria Schmidt
CyberTrain, Inc.
Will add details later. Basically this is a lab to go through and show some tips and tricks to using Smart IT and where to find things here that you used to find in different places in the "classic" view to make it easier for people with older versions to transition to Smart IT. LAB
Leverage your Platform Investment – easy to integrate and extendUnderstanding Remedy Users and Usage with Stats

Olivier Segers
BMC Software
Walking through the different integrations with other products both on Appexchange and traditional IT system mgmt. tools in combination with Remedyforce. We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other are native integrations which can be configured within the Remedyforce administration interface. There will always be custom builds, since some of the integrations are based on unique requirements. We then offer for example web services for integration.
Making the Shift to Innovation Suite Developer

Dave Sulcer
BMC Software
Innovation Suite provides many capabilities for rapidly building enterprise-ready applications, which can be completely code-less or can be augmented with custom development. Many of the concepts should be familiar to enterprise developers, and others may be new. We will demystify the design process, in an interactive session that starts with "real world" requirements. Together we will parse out the actual needs and discover the relevant Innovation Suite definitions, such as processes, rules, records, associations, and views (note - this talk will not focus on writing custom code extensions for Innovation Suite). We will also briefly compare and contrast the new constructs for code-less development with classic Remedy techniques. Whether you have Innovation Suite experience and are looking for an approach to application modeling, or have heard about it and want a good place to start, this should be an informative session for you.
Managing Your Definitive Media Library (DML) in Remedy Asset Management

Priadi Priadi
PT Mitra Integrasi Informatika
Digital transformation is changing how we do the business nowadays. Rapidly changing and enhancement in IT is usual now. To ensure all software configuration items are securely store you need the Definitive Media Library(DML). DML will enrich and make sure the sustainability for your IT Services. BMC Remedy has provided you the functionality to manage your DML. In this session, I will present the overview of Definitive Media Library, the DML process and how to implement the DML in BMC Remedy Asset Management.
Mobile Application Deployment

Sirjad Acharat
BMC Software
Learn the different options available for mobile deployment, personalizing/branding mobile applications, distribution and management
Mobile Field Workforce Enablement Best Practices

Dan Dillon
Mobile Reach
This engaging panel session features the founders of Mobile Reach, the company behind the best-in-class mobile field workforce enablement, management and integration platform.
Mobile integration with Remedy

Justin Boeckler
Mobile Reach
This session provides an overview of best practices for integrating mobile apps with your BMC Remedy system to address uses cases related to IT asset management, IT service management and field service management in a range of industries.
Navigational SRDs - An Easier Way to Find Help

Julie Rockwood
Los Alamos National Laboratory
Do your users have problems sorting through all your company’s services to find what they need? Would you like to submit requests from mobile devices but don’t own MyIT? I have developed a navigational SRD (Service request Definition) that directs you to the appropriate SRD to fill out and submit. This session will go over the advantages of navigational SRDs, what customizations are needed, and how to develop a navigational SRD.
Optimizing Remedyforce for Service Automation

Leo Garcia
RightStar
BMC’s Remedyforce, built on the salesforce.com platform, is not just for small to medium size companies or departments with simple incident, change, and configuration management requirements. Rather, Remedyforce is a mature fully featured ITSM toolset with built in service automation capabilities that works well for all sized organizations.

In this session, we will discuss how to automate workflows using Pentaho, a workflow engine that is included at no-cost to Remedyforce customers. We will demonstrate simple Pentaho requests, like the creation of users in Active Directory, to more complex, like closed-loop change management. We will also show how to set up an on- or off-boarding application, and how a user can request a move, add, or change, and the workflow required “behind the scenes,” to complete that request and close out the ticket or change request. Attendees will leave with a basic understanding of how Pentaho provides a more fully automated ITSM offering, with the end result-- improvements in service levels and customer satisfaction.
Organizational Change Management, the "Other Change Management"

Chuck Spencer
Flycast Partners
With any tool or process implementation the impact of the change on the organization, it's people, and it's culture are often overlooked. This can be a critical, if not fatal, mistake. Join us in this informative session on Organizational Change Management, the "Other" Change Management and gain insight on how you can avoid this costly error.
Past, Present and Future - tuning new versions of Remedy

Bill Gleeson
Scapa Technologies Limited
We look at benchmarking performance of different versions of Remedy to ensure that systems are properly tuned. Later versions of Remedy, while adding functionality and applicability of the product set, are also wiping clean known optimisation configurations. A benchmarking project comparing different versions of Remedy was completed to evaluate not only difference in performance between different versions but also between the various tuning configurations of the latest product set. This activity then extended into a dialogue with BMC and others to optimise new tuning parameters. We look at the iterative process that tested and validated these tuning parameters and explain how we now review new releases from BMC through our validation steps.
Proactive Service Management Across the Enterprise

Cecelia von Tiesenhausen-Hush
Rockwell Collins
Rockwell Collins provides field services for major airports across the globe, keeping terminals, baggage systems and aircraft running smoothly. To enable their field technicians at more than 150 locations, the company equipped techs with task-based mobile apps that work in any environment.
Product Categorization and Normalization Critical Points

Victoria Schmidt
CyberTrain, Inc.
How you setup Product Categorizations will impact integrations and CMDB normalizations and ability to maintain your categorizations long term. We'll take a look at best practices that will help you setup or re-organize your categorizations to perform in a more efficient manner.
Reduce Remedy and ITSM licensing costs with RRR|License / Speed-up development, troubleshooting and app management with ARSmarts (Sponsor Session)

Misi Mladoniczky and Kais Albassir
RRR and ARSmarts
Add Users instead of Licenses by monitoring and optimizing your Remedy and ITSM license usage. We will demonstrate how the free version of RRR|License can be used to measure your current license efficiency, and give you an exact estimate on how many licenses you will get (free) by optimizing your system. The full version of RRR|License will allow you to realize your savings potential by adding more users without purchasing additional Remedy licenses and/or reduce support costs.

ARSmarts is the Swiss Army knife for the Remedy specialists and ITSM administrators. Find your way in your application's workflow, gain direct access to your data (CMDB, ...), get a graphical overview of interactions between Forms, and much, much more. Whether you manage a large application (custom Remedy app, ITSM, SRM), or you work with workflow objects for development or troubleshooting, your life is not complete if you do not know ARSmarts. ARSmarts saves a lot of your time in day-to-day management activities, generates your technical documentation, finds the guilty Filter, corrects your data. We will show how you can access and modify all your Remedy data with ARSmarts.
Remedy Application and AR System Troubleshooting Tips and Tricks

Ann Zbylut
CyberTrain, Inc.
What happens when there's an error message? Or your CMDB data doesn't look correct? Or the approvers in a Change Request don't seem like they are working correctly. This session will detail one consultant's troubleshooting steps to solve issues in Remedy.
Remedy AR System Advanced Topics

Lenny Warren
RMI Solutions
The Action Request System can provide many opportunities to increase one's OOTB or Custom Application. This includes the building of data driven forms; working with Data Visualization fields; Running SQL Statements; working with the Business Work Day and Holiday Forms; integration opportunities, and more. This session will provide a variety of opportunities that one can incorporate and how/when to incorporate those features.
Remedy Customization: The What, When, Where, How, and WHY!

Lenny Warren
RMI Solutions
Don't customize your BMC ITSM Applications! Overlays helps but is it safe? Yes of course it is; however, making adjustments to any out of the box applications or to applications not built by you should be taken very seriously and carefully. This session will provide the Top Ten Levels of Customization Risks provided by a Senior Consultant, and show how a variety of customization features were performed for various clients.
Remedy ITSM and AR System Email Processing

Lenny Warren
RMI Solutions
This session brings together three features that would be helpful to understand how notifications are processed within BMC ITSM Applications. First is an overview of the workflow process used to send out notifications to customers and support staff personnel. Second is to review the Rule Based Configuration process to set up email response processing between the responder and the associated request. Finally, overview of setting up email approval processing within Change Management or other approval statements.
Remedy license compliance and assessing license efficiency

Misi Mladoniczky
RR Scandinavia AB
There are common pitfalls regarding license compliance for your Remedy and ITSM installations. We will talk you through these scenarios and demo our free tools RRR|LicenseCompliance that will help you correct any mistake. We will also look at the free version of RRR|License to asses your license efficiency and find out how many Fixed/Named and Floating/Concurrent licenses are optimum in your installation.
Remedy Smart Reporting (Lab)

Ann Zbylut
CyberTrain, Inc.
This session will be a hands-on lab to learn to create, modify and run reports in the Remedy Smart Reporting tool. We'll also discuss dashboards, charts, graphs, and scheduling reports to run at a later date and time.
Remedyforce Administration Essentials

Hugo Gracia
BMC Software
This is an education track for BMC Remedyforce Customers consisting of 3 x 2 hour training sessions spread throughout the conference.
Remedyforce CMDB- Getting the most out of the Remedyforce CMDB for Asset and Change Management

John Fulton
BMC Software
In this session, learn about how the Remedyforce CMDB offers a range of innovative capabilities to simplify and deliver asset and configuration management including dynamic co-existence of both CIs and asset, data reconciliation, normalization and modeling to improve data quality along with graphical views via the CMDB Explorer to see the relationships, just to name a few.
Rocketing to Remedy 9.1

Armen Avedisijan
Scapa Technologies
Approach, planning and execution to avoid surprises. A review of Case Studies in performance validation of system migrations. Generic benchmarking, and of course your own experience, creates a valuable starting point to any migration project, but so called small differences between each implementation often prove to be potentially costly and time-consuming. We examine an approach that, while not adding unnecessary overheads to the project, helps identify and resolve issues that could make a difference between a successful and an unsuccessful migration.
Service Catalog Zen: From Disparity to Consolidation

Simon Geddes
BMC Software
IT service management (ITSM) models and tools designed for an earlier era fall far short of the requirements of today’s digital businesses and their employees. While people enjoy intuitive, direct access to the services they use in their personal lives, at work they must navigate sprawling service catalogs and tedious IT processes that make it hard to get the tools they need, when and how they need them. Join this session to learn tips and tricks for IT to become a service broker to the business, using mobility, self-service, personalization, context awareness, and user engagement to transform every aspect of service consumption.
Service Management in a Hybrid (Devops + Traditional + Cloud) Environment

Tauf Chowdhury
Dow Jones & Company
Cloud. DevOps. CI/CD. ITSM. These are key elements of any mature IT organization today. How these concepts work together and are represented in Service Management is the biggest challenge facing modern companies. Learn how Dow Jones has adapted and implemented an ITSM solution in the cloud and enabled hybrid IT to work without slowing down while still providing proper governance and oversight.
Service Request Management: The Art of Building Service Offerings

Lenny Warren
RMI Solutions
Service Request Management is a Self-Service portal that can be linked to BMC's MyIT and Smart IT, as well as, be used directly by the End Users. It does provide all the opportunities for the End Users to select a service to be submitted to the Fulfillment Team. Once the Services are built, not only should they be used by End Users, but Technicians and Managers should also consider using them as well. This session will cover what goes into building the Service Offerings and what to consider when building them at each stage of the process.
Shining a light on the Known and Unknowns with Remedyforce

Lisa Kraas
BMC Software
A Remedyforce blast from the past and a preview of what’s to come. This session will explore key features from past releases as well as great resources to support the enablement of new features in your Org. The session will conclude with a Roadmap discussion highlighting areas of focus for the product with feedback from our Product Management Team.
Smart IT UI Configurability: Getting the Benefit of a Best-In-Class User Experience for Your Customized Remedy ITSM Solution

Raj Cheruvu
BMC Software
Take a look at the proposed new functionality of the upcoming Smart IT user experience release for Remedy Service Management.

Smart IT has set a new standard for user experience in Service Management tools, improving outcomes and user satisfaction, and gaining widespread praise from customers and analysts alike. To date, however, it has been somewhat less tailorable than the classic Mid-Tier interface. The upcoming release of Smart IT changes this. Join this session for a detailed introduction to the exciting new configuration features of Smart IT, including form and console layout customization, dynamic management of field contents and properties, new workflow capabilities. These changes dramatically increase the configurability of Smart IT, enabling most existing mid-tier customizations to be replicated in Smart IT, and opening up limitless possibility for new customer innovation.
SOMETHING NEW TO SEE: Managing the IoT

Stephen Earl
BMC Software
It's an exciting time in the world of CMDB at BMC Software, come and learn what we have planned and how we are going to be giving you the tools to tackle the task of Configuration Management in the world of IoT.
Synthetic Application Monitoring of Remedy

Derek Roberts
Scapa Technologies
Once a deployment has been completed, and a system is in place, there is a lot that can be done to avoid untimely surprises. One relatively simple approach is to add and carefully monitor a set of synthetic transactions against different application interfaces (server, web services, mid-tier, Smart IT…), keeping an eye on normal system operation and performance, and also to provide data needed for trend analysis and early warning for any degradations over time. It also provides a resource for evaluating and resolving any user perceived deterioration of the system performance by supplying objective system performance metrics from different locations, a different time of the day, different type of users, interfaces or applications. In this session, I will demonstrate the process of implementing synthetic application monitoring of Remedy.
The Digital Workplace with Remedyforce and Salesforce

Lisa Kraas
BMC Software
What connects the numbers 64 and 62? 64% of Remedyforce C-Levels in a January Tech Validate survey reported that the #1 problem they were trying to solve using Remedyforce was a lack of Self Service, Mobility and Collaborative capabilities.

Is this only in relation to IT Service Management? The clear answer was no. That same survey informed us that; 62% of Remedyforce Customers have extended their use of the solution beyond IT into other Service Management functions, most notably into HR, Facilities, Procurement and Travel.

The Digital Workplace is an essential piece of the Digital Transformation roadmap as organizations look to enable new, more effective ways of working while raising Employee Engagement and bringing consumer like experiences to their workforce.

In this session, we’ll explore the ways Remedyforce can support these Digital Workplace initiatives with real world examples to inspire Customers to action.
Tips and Tricks for Troubleshooting Digital Workplace (Formerly MyIT)

Sirjad Acharat
BMC Software
Got questions on how to troubleshoot Digital Workplace Basic & Digital Workplace Advanced? In this session, we’ll provide a deep dive of client and server components and address FAQs
Tips to configuring Digital Workplace (formerly MyIT) (LAB)

Victoria Schmidt
CyberTrain, Inc.

Will provide abstract later. Basically will show how to find the admin console, how to configure My IT and do it as a LAB.
Tips, Tricks, and Best Practices for Remedy Smart Reporting

Rahul Vedak
BMC Software
You chose Remedy Smart Reporting to get deeper insights for your service management practices. Now fully exploit this reporting capability to help your organization deliver superior business results. Join this session to learn tips, tricks, and best practices for maximizing your Smart Reporting success. Partial list of topics that will be covered includes deployment, semantic view customizations, authoring reports & dashboards for optimal performance, using built in social features for reporting governance and so on. You'll walk out with concrete recommendations that you can put to use today!
Top 10 Things One Did Not Know Discovery Can Do

Antonio Vargas
BMC Software
BMC Discovery is known for finding assets and its dependencies from on-prem to the multi-cloud. There are, however, many resourceful ways you can leverage Discovery for meaningful data. Join this session to find out how you can use Discovery to find EOL information, create CMDB sync preview, identify SNMP recognition rules, and many more!
Track-It! Email Policies, Work Order Policies, Event Policies/Business Rules

Cris Coffey
BMC Software
Configuration of Track-It! Email Policies, Work Order Policies, Event Policies/Business Rules
Track-It! Inventory, Discovery, Software Licensing

Cris Coffey
BMC Software
Track-It! Inventory, Discovery, Software Licensing
Track-It! Roadmap and Future Plans

Cris Coffey
BMC Software
Roadmap of Track-It! feature development for the next 6-18 months.
Track-It! Self Service Customization and Usage

Jim Markle
Blue River TI
Track-It! Self Service customization and usage
Track-It! Tips, Tricks, Customer Round Table Discussions

Jim Markle
Blue River TI
TBA
Transition from BMC Analytics to Smart Reporting

Abhijeet Teli
BMC Software
This presentation is broken down into three sections:

1. Approach to follow - We will Speak about the best approach to kick start migration of Contents into Smart Reporting

2. Gap Analysis – We will speak about the major Gaps between two products and how to overcome some of these using workarounds and other techniques

3. Utilize TRUE Power of Smart Reporting – In this section we will emphasize on some of the exclusive key offerings of Smart Reporting which will help with migration and redesign.

A demonstration is scheduled to be done at the conclusion of the third section if time permits.
Understanding Remedy Users and Usage with Stats

James Van Sickle
Los Alamos National Laboratory
Remedy implementations have few tools out-of-box to precisely understand the behavior of their user community when accessing the application. This session will explore the pros and cons on using existing forms, such as Server Statistics, Application Statistics, AR System Current (and Historical) License Usage. We will also explore how this data can be enhanced through custom forms and workflow to better understand how your users interface with Remedy, whether inside custom applications or ITSM Suite. Finally, we will explore how to analyze this data using reports and dashboards in BMC Smart Reporting.
Use Innovation Suite to build a more powerful cloud base application

Anand Vidyasagar
BMC Software
The latest Platform from BMC Software "Innovation Suite" is here to change the way you build applications from ground up. It has a Data Modeller, a Dynamic Drag and Drop UI Builder and Robust Process Orchestration engine built in to take your cloud based applications to a whole new level. The platform provides OOTB components like Foundation, Approval, Assignments, Cognitive aspects and much more which takes away the "reinvent the wheel".

This session includes the ways and means to build a Cloud Based App and shows how it can easily convert any paper trail, swivel chair process into an application that can be quickly rolled out to your teams and bring in Process effectiveness. In this presentation you would be able to see ways and means to how quickly you can build apps from simple to medium to large complexity with ease. Innovation Studio highlights the power of being a Process Centric Organization and demonstrates how Innovation Studio apps hands the power back to the Business Analysts and Business Owners.
User Research Study: Provide Early Feedback for Early Concepts to Emerging ITSM Tool Solutions

Kayla Block
BMC Software
TWO HOUR SESSIONS: Are you interested in Remedy Calendar? This will be a structured brainstorming session about our next generation of calendar. Be prepared to have fun and get your creative juices flowing in this highly interactive session.
Using BMC Discovery SAAM to Model Cloud Applications

Wid Spaulding
BMC Software
TBA
Using mobile for Remedy ITSM (LAB)

Victoria Schmidt
CyberTrain, Inc.
This session will be a hands-on Lab where users will download the Remedy Mobile Apps and learn to use the application to create, update and view tickets as well as learn about approving via mobile and other options with mobile.
Using Remedyforce Self Service 3.0 - More Powerful and Intuitive Than Ever

Olivier Segers
BMC Software
Remedyforce Self Service 3.0 is a modern, fast, intuitive self-service portal that enables your end-users to find solutions to their issues and seek fulfillment of routine service requests. This session will help participants understand how Remedyforce Self Service 3.0 can enable them to increase self-service usage and drive customer satisfaction. The first part of the session will cover administration to enable service desk managers/analysts to configure the self-service portal for meeting their specific needs. This includes setting up branding, service catalog searches, My Activity Feed, service health, and configuring items in the home page display. Common service requests and ticket templates allow admins to prominently display the most commonly used templates on the home page. Knowledge articles allow end-users to resolve their issues by themselves. Service health is a dashboard that allows end-users to view current and upcoming outages. The second part of the session will cover how end-users can leverage the power of Remedyforce to fulfill their service needs. Tips and tricks for leveraging features of Remedyforce also will be covered, to enable service desks to close requests to the complete satisfaction of end-users and meet SLAs. Best practices of leveraging Remedyforce self-service will be shared.
Utilizing BMC Remedy AR System Workflow and Atrium Integrator to Streamline Asset Management

John Bilinski
G2SF Inc.
Large Enterprise IT Organizations face huge challenges when trying to effectively manage their IT Infrastructure Assets throughout their Lifecycle. A major challenge faced by our DoD Customer was centralizing the management of the Asset Refresh activities of ordering, receiving, and deploying assets to hundreds of sites around the world and across their global Enterprise. It was especially difficult to obtain answers to basic questions such as:

1. How many assets are on the Network?
2. What percentage of assets are “end of life” based on their Contract Expiration Date?
3. Who owns, manages, supports and approves IT Assets?
4. How do I Managing the Logistics of ordering, receiving and deploying Refresh Assets to hundreds of sites located around the world.

This presentation will show how G2SF used AR System Workflow and Atrium Integrator to “Enhance” the out-of-box BMC Remedy Asset Management 8.1 & 9.1 module to provide the customer with the capabilities necessary to resolve these challenges. This was accomplished by developing two custom, integrated applications that only required 7 custom fields be added to the Asset Management CI User Interfaces.
Voice of the Customer: Remedy Calendar

Kayla Block
BMC Software
TWO HOUR SESSIONS: Are you interested in Remedy Calendar? This will be a structured brainstorming session about our next generation of calendar. Be prepared to have fun and get your creative juices flowing in this highly interactive session.
What is REST and How do I Use It?

LJ LongWing
BMC Software
This session will introduce the attendee to the concept of Restful services. It will provide an overview of the topic including, how information is exchanged between client and server, methods used, and formats utilized.
What's Coming on the BMC Client Management and FootPrints Roadmaps?

Don Cholish
BMC Software
If you want to find out what we have planned for BMC Client Management and FootPrints, join the product managers to hear about our product roadmaps. We will review how we use your ideas from the product communities as a part of roadmap planning.
What's New and Cool in ITSM?

Victoria Schmidt
CyberTrain, Inc.
Will add from previous one on what's new and cool and what to look out for in the new features of Remedy ITSM.
What's New in BMC Client Management 12.6?

Serena Lambiase
BMC Software
If you want to hear about the new features and enhancements we have added in BMC Client Management 12.6, this is the place to be!
What's New in Remedy IT Service Management and What’s the Future of Remedy

Rahul Vedak
BMC Software
Join the Remedy product management team for an overview of the key new capabilities in the latest release of the Remedy IT Service Management suite, and a roadmap update about the exciting new capabilities that are planned for the future.

Come check out the exciting new features and user experience improvements that enable you to deliver more business value and reduce administrative costs. This includes a new user experience for Release Management, enhanced rich-text editing for mid-tier, Install/upgrade improvements for faster upgrades, predictive analytics for reports and dashboards and remote support for client system with BMC Client Management workflows integrated into Remedy. You’ll gain a better understanding of the features, the prerequisites to use them, and how to configure and use them in real-life scenarios. You’ll also learn how these capabilities improve your ITSM processes and outcomes, and how they enable your Remedy ITSM admin team to work more effectively. We conclude the session with an outlook into the investment areas for Remedy as part of roadmap update.

* Tentative Schedule (subject to change)