Extending BMC Performance Manager with Monitoring Studio
Bertrand Martin

FIX Project – Trouble Tickets Processing at Brasil Telecom
Ranério Fernandes da Silva

› Introduction – Brazilian Market Context
› About Brasil Telecom
› Project History
› Project Implementation
› Competitive Differential
› Solution Architecture
› Trouble Ticketing – e-tom Mapping
› Trouble Ticketing Main Functions
› Main Results/Next Steps
› Conclusions

Following the Rules –Using BMC Service Desk Express Client Side Business Rules, Business Rules and Super Business Rules
Jason Earnest

›What are Business Rules?
  •Escalation/Notification
  •Using Quick Views and Business Rules
–What are Client Side Business Rules?
  •How they are different from Business Rules
–What is Dynamic Form Transformation
  •Ever needed more information about a certain category?
–What are Filtered Pick Lists?
  •How and why to use them
–What are Super Business Rules?
–Trouble shooting

From Event to Service Impact Management: the BIG Step Forward
Walt Giroir

Gaining Insight into your Business Services – BMC® IT Systems Management & Monitoring Express Package
Rafael Cortez

› Understand Infrastructure Management Issues and Challenges and how these can affect business services
› Introduce the BMC® Performance Manager solution and how it fits into BMC® IT Systems Management Express (BMC ITSME) and BMC® Service Desk Express
› Provide some examples (Live demonstration) of how this solution can work with your existing service desk to automate key workflows for IT Service and Support

Getting A Handle on Your Web Infrastructure: Web Servers, Middleware, J2EE Platforms
Dennis Powell

› The “Web Infrastructure”
› Critical Management Success Factors
› BMC Software Solutions
› A Look Toward The Future

Getting Control of Service Requests with ITSM
Carol Dirig

› Introducing BMC Remedy Service Request Management
› The SRMS Vision
› Terms to Know
› Architecture Preview
› Functional Review by User
› What’s in it for you?
› When this will happen

Having fun with your CMDB
Jan Resell
Jan Akalla

› About us
› About Configuration Management
› About the project
› About the current situation
› About the future
› About your questions
  – What about our answers?

HCA’s migration to BMC Remedy IT Service Management v7

› Hospital Corporation of America (HCA) and Information Technologyand Services (IT&S) Overview
› People
› Process
› Technology and supporting tools
› Partnership
  – Definition
  – Selection
  – Goals
› Migration path overview
  – Selling the upgrade
 – Understanding requirements
 – Code migration
  – Data migration
› Technology overview
› Plans for the future