Jean-Georges - Consultant BMC Remedy/BMC Helix

ITSM Senior Consultant

Experience 12 of 12 – Effective duration: 1 month
Project Description:
SYENSQO is a company result from SOLVAY Carve Out. SYENSQO needs to integrate his itsm tool
BMC Helix with his network provider itsm tool based on Salesforce (home made application). Both
tools are in cloud mode.
Role & Responsibilities
As a ITSM Senior Consultant, I gathered the requirements for the integration. I delivered an interface
between BMC Helix and Salesforce which allows to send incident, change, work order tickets
information to the network provider.
Technologies and methodologies used in the project
BMC Remedy, BMC Helix, SOAP UI, Salesforce, REST API, Agile

Experience 11 of 12 – Effective duration: 1 month
Project Description:
BMC OOTB reporting tool changed from Smart Reporting (based on Yellowfin) to BMC Dashboards
(based on Grafana). The customer wanted to keep the relevant reports and organized a strategy
where you have all the information necessary to work for a support group.
Role & Responsibilities
As a Grafana administrator and BMC Helix Dashboards certified associate, the customer requested to
analyze the possibility to create a unique kind dashboard as a framework for all his company support
groups.
A part of the reports have been move to the BMC Helix Dashboards.
For Asset management part, assets come from multiple sources: SCCM, manual creation, CSV
import. Issues appear:
- Data created manually in wrong class
- Reconciliation ID missed on CIs
- Duplicate CIs
Reports have been made to track and control data inconsistency.
Technologies and methodologies used in the project
BMC Helix Dashboards 22.4, Agile

ITSM Senior Consultant

European Investment Bank ( Luxembourg )
Experience 10 of 12 – Effective duration: 72 months
Project Description:
Member of the BMC Team, in charge of maintenance and project implementation.
Role & Responsibilities
As a ITSM Senior Consultant,
- From OnPremise to SaaS
o Analyze the gap analysis between the versions for Incident and Problem
management processes
o Present the new functionnnalities to Operational Processes support group
o Identify the customization to move
o Prepare the reports and data migration
- Service Level Agreement Group implementation
o Setup the Service Level Agreement Group for all the support groups of the bank
- CMDB day to day activities
o CIs come from BMC Discovery, SCCM, Bulk CSV import and manual creation.
§ Create Data inconsistency reports (Reconciliation ID missing, Duplicate
CIs, Attributes missing)
§ Create Visibility on CIs reports (Sensitive CIs for IT Security)
§ Create Track and control the CIs updates report (Status, Modified User)
- CMDB Project Update
o After an external CMDB audit, adjustments have been requested
§ Review and redefine Service CI definition – suppress CIs which are not
no necessary
§ Review and redefine the relationship between Service CIs and Support
groups ( Managed by, Owned by) - create/update the relationships
§ Review and redefine the CI visibility
§ Review and redefine the product names
§ Reports to identify data inconsistency and troubleshoot the issues
( Service CIs without support groups, Service CIs non existing)
§ SPOC for Operational Processes support group
- Digital Workplace Catalog migration
o Digital Workplace Catalog is a new BMC portal. It was necessary to move the old
service requets to the new portal and his functionalities – in charge of analyze the
service requests, update the existing workflow
- Reporting for business units
o Create specific reports related to business units' activities (support group activities,
monitoring support group member activities)
- Upgrade version
o Present the Incident and Problem management to Operational Processes Team.
o Implement their requirements
- Maintenance Applicative
o Day to day activities like create support group, service ci, add new operational and
product categorizations, update existing service requests with new customer
requirements
Technologies and methodologies used in the project
BMC Remedy, BMC ITSM Suite, Smart Reporting, BMC Helix Dashboards, Oracle, Windows Server,
Apache Jmeter

ITSM Solution Architect
Experience 8 of 12 – Effective duration: 10 months
Project Description:
Airbus decided to a carve out and create a new company. The new company needed an itsm tool.
Role & Responsibilities
As an ITSM Solution Architect,
- Design all the ITIL processes with ADIM GPP (Airbus process methodology)
- Sent the call for tender to all the editors (Ivanti, BMC, Manage Engine, GLPI, Ecaldima)
- Interview the editors
- Contact and deal with the selected publisher
- Assist to the project and deployment tool
Technologies and methodologies used in the project
BMC Remedy, BMC ITSM Suite, Manage Engine, Ivanti, GLPI, Ecaldima, Prince 2

ITSM Senior Consultant/ITSM Solution Architect

Experience 9 of 12 – Effective duration: 36 months
Project Description:
I realized multiple projects for this customer from the upgrade BMC version, Discovery installation and
integration, ITSM processes implementation, Asset Management ( Contract and License
management ), CMDB (relation between CIs), Audit Compliance reportings, develop from scratch a
banking recommendations application, train the bmc administrator, support
Role & Responsibilities
As an ITSM Senior Consultant and ITSM Solution Architect :
- Migration from 8.1.2 to 9.1
o POC preparation
o New functionalities presentation
- Custom Recommendations Banking application based on BMC Remedy
o Gather the requirements
o Develop the application
- Service Level Agreement Implementation
o Define the Service Target
o Setup the Servive Target
o Setup the Service Agreement
o Create specific reports
- Audit Compliance reports for CMDB
o Data Inconsistency reports
o Data integrity reports
o CI Visibility reports
o Services and CIs with no Reconciliation ID
o CIs Dependency reports
- Implement Release Management
o Present the Release process
o Adapt the processes to the customer
o Deploy the processes in production
o Followup and update the processes
- Drift Management Implementation
o Explain the BMC Drift management
o Present the reports
o Create reports for Audit Compliance meetings
- Asset Management Implementation
o Software Licence management implementation (contracts, contracts links with CIs, CIs
link with Service CI, expired date contract, notification on expired date)
o Reports linked to the Software License management and its relatioonship with CIs
o Software Licence management training session
- CMDB Implementation
o Define the Service CI
o Define the CIs
o Define the relationships between CIs, support groups
o Define the CIs visibility
- Service Catalog Implementation
o Define the access to the service catalog
o Define the service categories
o Create the service requests
o Define service requests visibility
o Defne approval on request (support group, person, group of person)
o Implement the Work Order management
o Training session for administrators
- Work Order Management Implementation
o Define the process
o Process Configuration
o Develop customer specifiics
o Training session for End Users and Adminitrators
- Migration from BMC Remedy 7.5.2 to 8.1.2
o Update the version
- ITSM Processes Implementation (Incident Management, Change Management)
o Define the processes
o Setup
o Specific customer development
o Training session
- Integration with monitoring tool Netcool
o Interface developed from scratch
- BMC Discovery Implementation
o Configure the tool
o Integration the tool with BMC
o Training session
- Migration from BMC Remedy IBM Accelerator version 6.3 to BMC Remedy Original 7.5.2
o Present the version
o Adapt the customer requirements in the tool
o Training session
o Go Live
Technologies and methodologies used in the project
BMC Remedy, BMC ITSM Suite, Windows Server, SQL Server, Apache Tomcat, BMC Discovery,
Agile, Waterfall

Consultant SFR, Paris (France)

BMC Remedy Technical and Functional
Experience 6 of 12 – Effective duration: 10 months
Project Description:
SFR has a customized application based on BMC Remedy (used as workflow engine) to request
access to her sites. SFR wants to extend this application to all the markets operators ( Orange,
Bouygues, Free,...). Project called ODEON
Role & Responsibilities
As a Technical and Functional BMC Remedy Expert, I was in charge to gather the requiremernts
and to develop the application.
Technologies and methodologies used in the project
BMC Remedy, IBM Websphere, Oracle, Agile

and Functional Consultant

Carglass (a belron company), Paris (France)
Experience 7 of 12 – Effective duration: 13 months
Project Description:
Carglass had a custom application based on BMC Remedy (used as workflow engine). It was a
critical application. This application was used by the service desk to record a request for
windshields replacement. For his digital project, Carglass decided to create a website where his
customers will request an appointment to change their windshields. The request will create a ticket
in their bmc customized application.
Role & Responsibilities
As a Technical and Functional BMC Remedy Expert, I was in charge to do reverse engineering to
document the application and integrate its connexion to the web site.
The customer was interested by the BMC web tier part and move his custom applicationt it. I did
the analysis.
Technologies and methodologies used in the project
BMC Remedy, PHP, Mulesoft, Apache, Oracle, Unix, Windows