CHALLENGE

Business Analysts and and other administrators need a useful view of the status of application process instances, to be able to see how they’re performing, and be able to “drill down” into the process instances to view diagnostic details that will help them to troubleshoot and fine-tune the processes. 

 

METHODS

Administer user testing designed to: 1.) See how application builders respond to the current designs and 2.) Learn about how they would build and tailor their own Smart Apps using the interface. Participants were shown designs and given tasks to interact with the concept. They were asked to provide feedback about what they like, dislikes/concerns, and missing elements. Usability was observed and captured. Prototypes were refined after a few sessions based on findings, then retested again in a second set of sessions. 

 

RESULTS

Innovation Studio; a designer for modern ITSM "Smart Apps" based on the new BMC design language and capabilities. The experience is based on several user interfaces for designing and configuring these applications. BAs are able to test, evaluate, and refine application processes that they create before those processes go to QA for production readiness testing. This helps ensure process quality as well as streamlines the dev-to-prod migration process. Administrators can view the status of processes running in the production environment, identify problematic process instances, determine what the issues are, suspend the processes, tweak process variables, and restart the processes. This reduces support requests and provides a useful feedback loop back to BAs who design the processes.