Request for Post


Do you want a post about something in particular? Do you want a deeper development of one post, or a second part of it? Do you want me to analyze a product? If the answer to the above questions is yes, please add a comment ... Read the complete post

Estimating the required number of licenses


Sometimes when starting a new BMC Remedy implementation project, the customer, or your boss, demands an estimation cost of licenses and maintenance. If you have a reduced number of users, you can figure the number of required licenses. But if your case is more ... Read the complete post

What is new in BMC Remedy ITSM 8.0


WWRUG12 is just about closing the paper submission, and today has arrived a very big one: What's new in BMC Remedy ITSM 8.0. So Now it's completely official, the new version will be presented to public during the WWRUG12. In this post I will review the submitted ... Read the complete post

Adding custom permission groups to ITSM foundation


When starting to customize ITSM applications is easy to arrive at one point where it is important to differentiate between users, for privileges or different workflow behavior. Two main approaches appear: to use support groups or ARS permission groups. The first solution is easy ... Read the complete post

Understanding the Request Id field in BMC Remedy


ARS identifies fields by a number id. Some id's are retated to special functions. Maybe the most important of all is the field id '1', often called the Request Id or Entry Id. Understanding how this special field works is very important for any ... Read the complete post

Functions in BMC Remedy ARS


We all know that Remedy's developing paradigm is very different from traditional programming. We have no code, no loops, no functions nor any other classical element. But, classical programming has a long way and a lot of minds thinking about it. So there are ... Read the complete post

Operational Categorization for BMC Remedy


In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. The operational category is maybe the most important of all. In this post I will review the most important facts that an operational categorization must accomplish and ... Read the complete post

Naming convention for BMC Remedy Action Request System


Let's talk seriously, Remedy has one of the worsts code organization systems in the world. Also, BMC has not published any best practice guide for developing (apart of the best practice customization mode). So, any developing company must establish a set of best practices ... Read the complete post

BMC Remedy Incident Management Categories


One of the main best practices to focus when implementing the BMC Remedy Service Desk is the correct use of categorization tools. Each element can be categorized in order to obtain the next main advantages:In this line, the difference between a correct and wrong ... Read the complete post

Case Insensitive mid-tier login


In a previous post, I explained how to switch your complete ARS instance to case insensitive. But, is it really complete? No. Definitely not. There are some hidden functionalities that remain case sensitive, like the login system. To turn the Remedy login system to case insensitive is something impossible ... Read the complete post

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» Certification

Is Independent Remedy Development Dead?

Posted on September 6, 2012 by Jose Huerta in Remedy Comments | Leave a comment

Latest moves from BMC about training certifications and Action Request Systems show every sign of  moving his highly customisable product to a highly configurable. In this new paradigm, the Remedy Developer is useless, or at least it seems that bad times are coming.

Dale Hurt, at his blog “ITSM Tools Review“, has published a very intersenting article about this topic. … Read the complete post

ITIL Masters of the Universe

Posted on February 1, 2012 by Jose Huerta in ITSM | Leave a comment

Since the revision of the ITIL documentation to the third version, a new certification scheme appeared. Before it, there were two main levels, the Foundation and the Service Manager levels. Now the Service Manager concept has been re-branded to Service Expert, and a new super level enters the scene: The ITIL Master (of the universe :) ).

In this post I will review the v3 certification scheme and make some considerations about those levels (including the master). … Read the complete post

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. … Read the complete post