Our experience working with Service Desk managers tells us that reporting is essential to operating a smooth Service Desk. Yet, many Service Desk vendors, including BMC Remedy, don’t provide robust reporting features. Or, they do, but they’re so complex most users can’t leverage them. That’s why 5000fish got involved with Service Desk reporting: to provide the business user with an agile tool they can use to gain insights that improve Help Desk performance.
We’ve coupled our industry experience with knowledge we’ve gained through talking with consumers and compiled this list of top dashboard and reporting options for BMC Remedy.
BMC Remedy Service Management is a service management platform that’s available as an on-premise or a cloud-based solution. From basic change tasking and simple Help Desk control to cloud lifecycle management, BMC can help organizations save money, become more productive, and improve customer service.
Remedy’s reporting capabilities are limited, unless you have a lot of internal expertise and resources to work with the tools they offer, such as Crystal Reports or BIRT. Alternatively, you can purchase BMC Dashboards and Analytics- but it’s quite expensive, and under the covers it is really Business Objects Server. Additionally, Remedy’s out of the box reporting tools are not business user-friendly; they all require a developer to leverage them. So, products such as Yurbi have been developed to take the complexity out of service desk reporting and help users get the data and insights they need without intense developer involvement.
When it comes to choosing the best dashboard and reporting solution for BMC Remedy, it’s not one size fits all. You must determine your organization’s technical and financial resources, outline what you’re trying to accomplish, and research each product. To help you get started, we’ve provided an overview of a handful of popular tools, including Yurbi which we feel is one of the most robust not just for BMC but for any data source you need integrated with BMC data.
Founded in 2001 and headquartered in Ottawa, Canada, PureShare is an enterprise software product company that’s focused on metrics management. Its clients include several major organizations, such as Microsoft, Time Warner Cable, and Frito Lay.
PureShare for BMC Remedy automates gathering, consolidation, and publishing of IT performance metrics dashboards and supports real-time connectivity to a variety of systems, including Contact Center ACDs, event management platforms, project/HR management, security management systems and more. PureShare offers user-configurable views for executives, customers, and staff and provides stakeholders a single system to go to for real-time operations performance metrics from all sources.
Xtraction Solutions, Inc. was founded in 2011 and provides out of the box solutions for major service management platforms, including BMC Remedy. Xtraction, its self-service reporting solution, is used by a number of well-known companies including Ace Hardware, McAfee, and GoDaddy.com. The product aims to deliver information quickly and professionally and allows users to access dashboards at anytime using an iPad application. With Xtraction, users can drill down into charts to discover details, share reports by scheduling Xtraction content to email or network folders, and more.
Northcraft specializes in providing business intelligence applications for enterprise IT departments. Headquartered in Marietta, Georgia, Northcraft’s customers include ExxonMobile, Lockheed Martin and General Dynamics. Northcraft for BMC Remedy allows developers to move seamlessly from web-based reports to individual items in BMC Remedy’s system to handle urgent items directly. It also offers executive dashboards and pre-packaged key performance indicators across 10 process areas.
Founded in 1998, Westbury is acknowledged as a veteran provider of operational reporting solutions for IT organizations. Westbury’s SMI BMC Remedy supports all processes in the BMC Remedy ITSM Suite and allows developers to create reports not only looking at individual processes, but also at the crossover between related processes, all in one report. It offers more than 30 fully customizable startup reports, and each report can be copied, or customized.
Yurbi is an agile, user-friendly tool that provides an extensive selection of out of the box report types for BMC Remedy Service Desk. They include
In addition to offering a variety of report types, Yurbi also provides these distinct advantages:
Yurbi is quite affordable. In fact, Yurbi user licenses start at just $495 per year, which gives you all the powerful features of the Yurbi platform. Yurbi also offers flexible types of user licenses, tailored for environments large, small and everything in between.
BMC Remedy has one of the more complex databases in the service desk space. However, Yurbi maps out all the major components of the BMC Remedy ITSM database for you. As a result, you can implement all the additional service-desk customizations you want; no developer skills or SQL coding required.
Yurbi allows you to quickly integrate data from BMC (all the way from version 6 to version 8.1), other databases, and spreadsheet sources into one easy to navigate platform. From there you can leverage a wealth of advanced features including dashboards, ad-hoc queries, and scheduled notifications.
Yurbi is fast, because unlike other solutions which access Remedy data through the Remedy API, Yurbi goes right to the Remedy database. Yurbi also lets you pull any amount of data at once, whereas solutions which use Remedy API limit the amount of data that can be pulled at once to roughly 2,000 rows.
In addition to user created reports and dashboards, with Yurbi, users can also create scheduled notifications. Using Yurbi scheduler, a user can schedule a report to go out at whatever time interval they deem necessary- whether it’s once per quarter, every day, or even every 5 minutes. In essence, this turns the Yurbi scheduler into a notification engine. So, if a user builds a threshold report, (for example “every 10 minutes, show me all priority two tickets that have been open longer than 24 hours”) a notification will only be emailed to the user once that condition is met. BMC does have a powerful service level notification engine- but it’s complicated and can’t be sent to non licensed users.
With tools like BIRT, Crystal Reports, and Business Objects, the developer builds a report, gives it to the user, and that’s the end of the process. There’s no feedback or any way to know if the report is being used, etc. But with Yurbi’s built in auditing and data governance, you can find out a wealth of information about reports, including if they’re being used, how they’re being used, and who is running, exporting and printing report data.
This Yurbi feature gives you insights that help you justify your investment and quantify ROI. Whether you choose Yurbi or not, we strongly recommend that the solution you invest in give you this ability.
Built into Yurbi is role level security that allows you to not only control who sees what data, but also what portion of the data they can see. This gives you the power to extend Remedy data to a larger audience in your environment, which increases Remedy’s ROI. Best yet, Yurbi’s public view reports allow you to let anyone you deem necessary view Remedy data, including those who don’t have BMC users licenses. This unique Yurbi feature can save your organization a substantial amount of money. On the other hand, if you access Remedy via the API, each user has to be a provisioned user and have a user license.
Using Yurbi, you can make a branded dashboard or website and embed Yurbi reports. This gives people like customers or outside vendors live access to Remedy information without having a license or direct access to Remedy. Moreover, Yurbi’s public view reports let anyone you deem necessary view the data.
A Help Desk has a lot of valuable historical information- including information on issues and how they were resolved. If you leave Remedy for another help desk, such as Service Now or Cherwell, you want to take that data with you. Typically, migrating data is a complex, labor intensive and expensive process. Yurbi simplifies the task. That’s because Yurbi talks directly to the database, so you can turn off Remedy altogether and use Yurbi to do all data mining and reporting you want off the old Remedy data source, even when you’re using a new Help Desk platform. In short, with Yurbi, migrating data isn’t necessary.
Yurbi gives executives a lot of power, including the ability to easily compare performance from their old system to their new system to determine if the change was a positive one. That’s because Yurbi can pull data from both systems and provide an overview. For example, using Yurbi an executive can compare system A to system B’s call rates, ticket counts, time to closure, etc.
Bottom Line: Best Dashboard and Reporting Options for BMC Remedy
We feel strongly that Yurbi is the best option available for BMC but we always caution potential customers to review all options. Yurbi packs a lot of power but depending on your specific requirements and your end users’ needs one of the other options listed may be a better fit for your organization. Yurbi provides the best combination of speed, ease of use, and security, however, for example if only ease of use and cost are needed for your team then a thorough review of the other listed companies may provide the right solution for you.