June 11 Helix User Group Meeting

By Dick Stark

On June 11, RightStar and BMC sponsored a Helix user group meeting in Washington DC. Traditionally, this is an annual event that RightStar manages going back to 2006 when RightStar launched the first annual Potomac cruise onboard the Odyssey. This year’s event was held on land at the Loft at 600F, as a full day Helix immersion covering product updates including Cognitive Service Management (CSM), solution demos, a GW University Chatbot presentation by RightStar and afternoon solution labs.

BMC Helix Updates. Joel Jacks, BMC Cognitive Service Management Evangelist opened with an overview of BMC Helix and a product road map.  He looked at the following technology trends:

  • Cognitive: 80% rate cognitive important to digital transformation success
  • Containers: 71% have already implemented containers within their environment
  • Multi-cloud: 86% rate cloud as highly important

BMC Helix is out ahead of these trends with a solution focusing on Cloud, Containers, Cognitive and Omni-channels. For example, Joel discussed how before containers, a high availability server provisioning to install and configure could take as long as four to six weeks. With containers and server automation tools, a similar setup takes only two to ten minutes.

Next, Joel discussed:

  • MyIT: not just IT services, but bundles,
  • Helix integration services: such as cloud to cloud and Helix to Jira,
  • Hybrid deployments: with on-premise Remedy and Discovery solutions, and
  • Cognitive services: such as AI and machine learning.

Joel also pointed out that Helix will be offered in the AWS GovCloud for FedRAMP High by the end of 2019.

RightStar then presented the GW chatbot case study where we worked with BMC and GW to deploy a prototype system for students as they returned to campus last August. Phase 3 which should go live this Fall, will include additional university groups and more automated request fulfillments. Current GW use cases include:

  • Device registration, including mobile phones,
  • Knowledge lookup, such as student network IDs and how to get help, and
  • How to create, submit and track service requests.

Helix Lab. After lunch, BMC’s Tom Luebbe led a Helix Lab for those Remedy administrators and developers looking for a deep product dive. Tom set up separate VMs for each student with lessons covering: Multi-Cloud service management, how to integrate with Jira; how to configure and use the BMC Chatbot; and how to configure key performance indicators and use the CMDB explorer.

About dick1stark

I am the President, CEO, and founder of RightStar Systems, a leading ITSM and DevOps consultancy and BMC Software Gold Solution Provider and Atlassian Platinum 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. Finally, in 2019, BMC selected RightStar as its DSM North American Partner of the Year for its sales and partnership excellence. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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