BMC Certifies you have paid

Posted on January 30, 2012 by Jose Huerta in Remedy Comments | Leave a comment

The “Author’s comments” of this month is about the BMC’s certifications for professionals. Does it worth the effort and the cost of obtaining those certifications? Is advisable for a company to require these certifications for new employees? In this post I will show you my opinion and give some recommendations to BMC.

Configuring High Availability in BMC Action Request System

Posted on January 28, 2012 by Jose Huerta in Tricks | Leave a comment

When Remedy is considered a critical system in your business, or the number of users demands a set of servers to provide the enough horse-power, the server group option is the most used. In this scheme a set of servers that share the same role are placed in parallel, and a load balancer is accountable of distributing the connections between them. High availability relies on the load balancer, redirecting the connections to the operating servers until the down one backs … →

Comment, comment and comment

Today’s post will be different. Normally I provide you with some information. Today I will ask you something in exchange. Don’t worry, it’s not money I ask you to comment the contents of this blog. I received a lot of comments about the categorization posts, but only two posted the comment on the blog. I received these comments on BMC communities, ARS list or simply by email. I want to know your opinion, or to see some critics or another … →

ITIL or not ITIL, that’s the question

Posted on January 24, 2012 by Jose Huerta in Best practices | Leave a comment

When engineering processes sometimes you can arrive to one decision without a clear solution. In this cases it is normal to listen: “ITIL recommends …”. Depending on the audience, the answer can be to follow the recommendation or that some stakeholder says: “I don’t trust ITIL. It is very beautiful at the paper, but it isn’t the best solution when applied”. In this post I will review the general mood about ITIL, and some recommendation about applying it.

Organizing your support groups in levels

Posted on January 22, 2012 by Jose Huerta in Best practices | Leave a comment

BMC Remedy Service Desk allows us to relate each support group to a support level. This classification comes from an ITIL recommendation. Most Remedy implementations declare the level of the support group but don’t utilize it extensively. It is easy that in a multi-tenancy environment each company uses it’s own classification criteria for support levels. Or worse, each Remedy administrator selects a level when creating the group almost randomly. As in a lot of other configurations, having a consolidated criteria … →