"After all, IT is only about delivering the company's product. . . . That's the end game of looking at this more holistically and being able to say 'I am more service and company business aware,' " says Doug Mueller.
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Do you want to lower service support costs significantly and still meet the growing demand for new and improved services? Is your IT department siloed and relying on point solutions? Does your IT department know how it really fits into your company's business goals?
Join us as we talk with Doug Mueller, Chief Technology Officer in the Service Management Business Unit of BMC Software. Get insights into ways to incrementally move into taking a holistic approach to ITIL and service support. Hear examples of how a holistic approach benefited various types of businesses, while increasing accuracy, efficiency, and responsiveness. Find out how becoming company business aware can enhance IT's role in delivering the company's product.
Bio
Doug Mueller serves as Chief Technology Officer, Service Management Business Unit of BMC Software. Doug is responsible for helping drive the architecture and direction of the BSM, Service Support, and Atrium initiatives. He joined BMC in 2002 as part of the acquisition of Remedy where he was a co-founder.
Questions
- I've heard you talk about a holistic view as it relates to Service Support. Can you explain what you mean by that? I'd like to know more about that.
- From a pragmatic approach, you know how IT shops are. We're all really very busy. How do I go about implementing this holistic approach while still getting things done?
- Do you have some examples or use cases you can share about service awareness?
Resources
White Paper: Why You Should Take a Holistic Approach to ITIL and Service Support (pdf)
