Mobile Reach Splitware: Mobile BMC Remedy Asset Management Solution

PROVIDING ROAMING TECHNICIANS WITH A MOBILE REMEDY ASSET

MANAGEMENT SOLUTION

A CASE STUDY: MOBILE REACH & eBay

http://www.mobilereach.com

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© 2009 World Wide Remedy Users Group. All Rights Reserved.

Outline

© 2009 World Wide Remedy Users Group. All Rights Reserved.

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Introduce Mobile Reach Discuss mobilizing Remedy Asset Mgmt Describe Mobile Reach solutions for Remedy

Asset Management Introduce eBay

Overview eBay needs and requirements Summarize Mobile Reach solution for eBay Demonstrate the Mobile Reach / eBay

solution Wrap-up and Q&A

Introducing…

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Mobile Reach is a mobility company focused on extending customers’ core business processes to their mobile workforce.

Corporate Headquarters - Research Triangle Park, NC

Product – Mobile Reach Splitware mobility suite• Splitware supports a variety of Enterprise applications• Splitware’s native mobile clients provide a rich, intuitive,

and highly functional user interface Partners with Remedy / BMC since 2001• Product is validated by BMC• Mobile Reach supports BMC Remedy through version 7.5• OOB and Customized environments are fully supported

Mobile Reach Splitware Architecture

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Mobilizing Remedy Asset MgmtMobilization begins by understanding the needs of

the User…

Some standard tasks performed by a mobile Asset technician:

• Receiving assets as they enter the environment: assigning unique

Asset IDs, associating with Purchase Orders, creating asset records in

Remedy

• Moving assets from place to place: installing, replacing, transferring

• Fixing/replacing broken assets

• Updating/modifying deployed assets

• Decommissioning assets that reach End of Life

• Performing spot-check or full Physical Inventory

• Cycle Counting bulk Inventory items

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Mobilizing Remedy Asset Mgmt… And by determining how/where a mobile solution can help.

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Challenge How Mobility can HelpKeeping Asset Information up-to-date between Inventory Runs, especially with a large # of assets

A mobile solution that allows a User to view and update asset records in the field where changes occur gives those Users an easier and more effective way of capturing asset changes.

Accurately capturing asset information, avoiding manual data entry errors

A data capture solution that eliminates or minimizes human error will greatly improve the integrity of the data. Mobile solutions that incorporate barcode scanning or RFID tag reading remove the need to write or type coded information.

Reducing / minimizing cost and effort of tedious asset management activities, such as Physical Inventory

Where possible, completely automated systems remove the need for certain operations. Mobile Solutions that provide efficient User Interface features and automated data entry assistance help to speed up tedious operations.

Tools to Assist the Mobile Asset Mgr

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TOOL PURPOSE BENEFITS PROBLEMS

Paper-based processes

track changes on paper and later update Asset Mgmt DB

“inexpensive”, no infrastructure required, easy to change processes

highly error prone, time-consuming, not scalable, ineffective

Barcode Scanning

use asset tags and scanner to implement tracking processes

simplifies data entry, provides ability to update assets on the spot

wide variety of solutions and options available, still manual

Active RFID

use radio-emitting tags to transmit information to RFID readers

automatic location tracking, can remove need for physical Inventory

can’t always achieve desired granularity, only solves location problem, expensive

Discovery

use discovery software to find assets in the environment

automatic configuration tracking, can capture a variety of information

only works for computers that are active and connected to the network

Mobile Reach Solutions

Provide a direct connection between the Mobile User and the Remedy Asset Management DB

Take full advantage of Barcode Scanners

Can incorporate an RFID solution

Work alongside Discovery tools

Provide customized User Interfaces that match existing or new mobile processes

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© 2009 World Wide Remedy Users Group. All Rights Reserved.

Standard Mobile Reach Asset Mgmt Receive:

• Associate incoming assets with Purchase Orders / Line Items

• Affix and scan in / associate unique Asset ID / tag • Create asset record in Remedy

Lifecycle:• Scan in an asset tag and bring up asset record on

scanner• Review, Verify, Edit, Associate, Modify, Create

Batch:• Duplicate an action across a large number of assets• User interface optimized for speed / efficiency

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Introducing…

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As the largest online marketplace, eBay supports over 89 million active users

eBay manages multiple data centers and tens of thousands of servers to support their business

eBay’s number of server assets has doubled in two years and similar growth is expected to continue

Server outages and downtime reflect directly to eBay’s bottom line, making Server availability absolutely critical to the business

Mobile Reach assists eBay to efficiently and effectively manage critical Server resources

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eBay’s Mobile Needs

eBay was running a standalone barcode scanning tool that was cumbersome, separate, slow, and forced a 24-hour delay to availability of information within Remedy.

eBay Required…• a more accurate and timely method for tracking a growing

number of assets located in 10 distinct locations. • single sign-on credentials between Remedy User and the

barcode scanning solution.• access to 30,000+ asset records offline.• 2 second response time during offline asset searches.• A scalable solution to handle eBay’s continued growth.

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eBay’s Mobile Reach Solution

Asset Inventory: Similar to standard Lifecycle, allows user to scan an asset’s asset tag, serial number, or hostname and review or modify the asset record.• Includes functionality for associating Assets to Power Circuits• Includes better than 2 second response time on a variety of

asset queries• Includes custom fields and data capture• Operates on a 40,000+ cached asset dataset

Mass Receive: Modification of standard Batch, allowing user to quickly receive many assets.

Mass Update: Modification of standard Batch, allowing user to quickly modify many assets.

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Benefits Achieved

Warehouse and Receiving dock technicians are easily able to handle updating 250+ assets per day• An excellent user interface minimizes data entry errors

eBay has been able to double their server assets in two years without an increase in headcount

Increased worker productivity and satisfaction Database integrity has risen to 92% accurate

• Enabling smarter purchase and management decisions• Supporting greater equipment availability for the

business

DEMO

Standard Asset Management Application Suite• Receive• Lifecycle• Batch

Custom eBay Application Suite• Asset Inventory• Mass Receive• Mass Update

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Questions/Discussions15

© 2009 World Wide Remedy Users Group. All Rights Reserved.

Needs of the mobile Asset Mgmt

tech?

Benefits/value to the organization?

eBay solution?

eBay benefits?

Other?

Mobile Reachhttp://[email protected]+1 919-336-2500

Thank You16

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