Well, now that you all mention it.... BMC's Desktop Capture allows customers to run essentially a recorder on their PC while recreating their problem. The advantage to the support people is they send the customer a link; the customer runs the link at their convenience; and the recording is automatically attached to the Incident Ticket. The support person and customer don't have to link up via phone or some kind of desktop sharing program. The recorder captures a lot of information, including performance and system information. So this is more than just doing a Webex recording. The end user has the comfort of running at their own time and without having an IT Technician accessing their desktop. The support person spends less time on the phone. And, if you have BMC's Application Problem Resolution product (formerly Identify), the data from the Desktop Capture can be fed in to that. If you go to bmcwebinars.webex.com and search for "Desktop Capture", you'll see two upcoming webexes, one on March 3rd, one on March 18th, that you can register for Not sure where the Feb. 26th sign up is. Or of course you can always contact your account rep who will be happy to set up a web demo for you! Thanks, Anne Brock Principal SC BMC Software *** note my opinions are not necessarily those of BMC Software ***
________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Bob Rowe Sent: Friday, February 20, 2009 10:39 AM To: [email protected] Subject: Re: BMC's Desktop Capture product ** That I don't know. BMC will have a webinar on Feb 26. How would such a capture be of use to the Tier 1 or Tier 2 folks? On Fri, Feb 20, 2009 at 1:26 PM, Lammey, Peter A. <[email protected]> wrote: ** Does it capture performance as well (how long it took a user to go from screen to screen or how long it took to go to a submit to modify window on a ticket, etc)? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Bob Rowe Sent: Friday, February 20, 2009 1:21 PM To: [email protected] Subject: BMC's Desktop Capture product ** Has anyone on the list used BMC's Desktop Capture, BDC? BMC is billing it as a Flight Recorder that will capture everything the user is doing in Remedy up until he or she encounters an error in the ITSM app he or she is using. Then the user forwards that capture to the Tier 2 folks who are saved "lots of time, etc." by the recording. It sounds like a loop recorder of, for instance, a minute or so of desktop activity that stops recording on an error. Actually, it sounds pretty interesting. -- Bob Rowe, Remedy Action Request System Development and Administration [email protected] "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ -- Bob Rowe, Remedy Action Request System Development and Administration [email protected] "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
