Report from SMAC 2018

By Dick Stark

Ezra and David at SMAC 2018Last week, RightStar attended and helped sponsor, the Service Management and Automation Conference (SMAC) in Las Vegas. (When BMC moved from its Engage annual user group conference, to regional Exchange one-day conferences, this created an opportunity for a BMC training partner, CyberTrain, to organize and host their own annual conference.) This year’s show was slightly smaller than last year’s because the show’s focus was Remedy only.

Key show takeaways:

Chatbots, aka, Helix Bots, are getting hot. With about eight different Chatbot presentations, (including RightStar’s), that message was heard loud and clear. BMC mentioned the RightStar GWU success in their Keynote, and we had several BMC customers express interest.

Zero Downtime Upgrades. Administrators can now roll out everything—Windows and Unix executables, etc. And everything can be rolled back later, with no loss of data, if any snag is hit along the way.

Simplification/Auto Deployment of Packages. The install process is moving from installers to deployable packages for automated deployment and synchronization of server groups. BMC reported that a cloud-based Helix software installation now takes about five minutes vs four weeks, prior to containers. Doug Mueller, Remedy inventor, described a situation where a customer moved from 76 servers to 18, stating, “you no longer need to put all the apps on different servers.”

UVA Health. Our UVA Health customer, gave a presentation entitled, “Managing an EMR Go Live using Digital Workplace.” UVA developed a form that is embedded into the Epic application that allows users to submit an Epic ticket. In approximately one year, this form was submitted 16,673 times. UVA estimated, time saved as a result of DWP, rather than a phone call was 1346 hours or more than half of an FTE, a huge success.

Remedyforce, Beyond IT. RightStar presented a customer case study on the use of Remedyforce, in non-IT applications like HR, Facilities, Benefits, Payroll, and Security. This was taken from a large county government project which is nearing completion.

Astound is a new AI Silicon Valley start-up with an AI enterprise platform for service management with integrations to Remedy, ServiceNow and Jira. Interestingly, because Astound is purpose built for ITSM, it is an alternative to IBM Watson in BMC’s Chatbot offering.

About dick1stark

I am the President and founder of RightStar, Inc, an XTIVIA company. RightStar is a leading ITSM and DevOps consultancy and BMC Software Elite Solution Provider and Atlassian Gold Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. In 2019, BMC selected RightStar as its DSM North American Partner of the Year for its sales and partnership excellence. Finally, in November 2020, RightStar was acquired by XTIVIA, an innovative IT Solutions Provider. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
This entry was posted in BMC, Business Management, Digital Engerprise Management (DEM, Remedy, RightStar, Uncategorized and tagged , , , , , , , . Bookmark the permalink.

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