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By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.


I recorded this short (three minute) video to say thanks, look back at what made 2010 special, and share three reasons why I'm optimistic about the year ahead. We've covered so much ground as a wireless industry in so short a time that almost any predictions about continued growth are bound to be exceeded in months.


Two years ago we predicted smartphone sales would eclipse laptop sales. Check. Last year we predicted more internet connections would be initiated from handhelds than PCs. Check. 2011 will be the year of the mobile enterprise, when new corporate applications will first be used on smartphones and only features not well-suited for mobility will be accessed from PCs. Let's talk in 12 months and see how wildly I under-estimated that one too.


For now, what's most important is in the video: our heartfelt thanks for an amazing 2010! We'd be nowhere without your support!


-Dan and Team Aeroprise




The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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“If we can give them a self service portal that says you can go and request what you want yourself and get it, all of a sudden Shared Services becomes more interesting to people”- Atwell Williams


Today, practically every  CIO is looking for ways to increase the value of his or her IT organization while at the same time, maintaining or reducing IT spend.increasing value.jpg


One avenue that many pursue is the elimination of wasteful redundancies and the adoption of a shared service provisioning model.


Today we talk with Atwell Williams, Solutions Architect for the Office of the CTO, at BMC Software, as we explore and demystify the concept of shared services

  • What do we mean when we say “shared services?”
  • Can we just consolidate some systems and then call it good?
  • What is the best place to start?
  • What do we need to look for in terms of delivery?
  • Can we just use our existing platforms?
  • Now that we’ve got this consolidated, what do we need in place to manage it all?
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The ITSMguy found this very interesting article on a great site The IT Managers Inbox. Makes for a good Friday read.


IT deals with problems large and small each day. How well these problems are handled depends on how well the IT team is prepared to deal with them.

With proper problem management any problem or issue can be dealt with in a timely manner to ensure the continuity of IT services the business depends on.ER.jpg


An emergency room is a good example of a team that deals with large and small problems each day. They often work under extreme pressure since lives are at stake. So let’s look at how an ER handles problems that roll through the door each day and learn how their methods can be applied to the IT world.


How An Emergency Room and IT Can Stay Prepared

Have a Plan

An ER has a plan to deal with nearly every issue that comes up. When the issue comes through the door they know exactly what to do and the team executes the plan. IT has disaster recovery plans, but we should not only plan for disaster.

Small issues can have an impact on IT services and a well laid out plan will allow you to quickly restore them. Many fly by the seat of their pants when dealing with problems. Relying on their experience and expertise to deal with it. You should be proactive in approaching a crisis or problem management.


Read the rest of this great article here at The IT Managers Inbox.

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Well the results are in for 2010 and the award goes to…. Well it’s not quite the Oscars© but we will take it where we can get it.


Seriously, The ITSMguy was humbled, taken back and really at a loss for words (not the norm) when we got the news. The Gartner Magic Quadrant is a very thorough analysis by one of the top industry analyst firms in the world on the very competitive service desk space. 2010 GMQ.png


And this is not something that just happens overnight. The end result is the culmination of a lot of people listening very closely to what our customers are saying they need to be able to better run their business, translating those requirements into software solutions and then spending even more focus on the customer by simplifying pricing, providing the guidance and expertise to get the most out of the solution and truly creating value from bits and bytes.


With such great competition in the marketplace, well, the results speak for themselves and while we pause at the end of the year to rest and be thankful (and yes we do thank you for your business), we are not sitting on our laurels, wreathes or even the chair, we are often and running already to bring new solutions to the market.


If you have not had a chance to preview the latest in our service desk portfolio, I invite you to take a moment and visit our new resource page;   or directly into one of the ITSM sections on our website.

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By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.



In the beginning there was the Nextel i1000. And it was good (Well, actually it sucked. But it had a WAP browser and screaming fast 1G iDEN mobile browsing.). Then there was the BlackBerry 857. And it was good (Well, actually it sucked too but it introduced us to mobile push email at work which was the coolest thing since drip coffee.). Not long after came Treos, Cleos, WiFi, WiMAX, 2G, and 3G. Then one letter changed it all: "i". Overnight, "i" wanted anything that started with a lower case "i" plus any of its evil spawn.


Then from the morass of wireless this-and-that emerged something bigger than it all: the mystique of mobility. It became cool to be mobile. Not mobile like delivering beer or fixing toilets. Mobile like making things happen wherever you are. Mobile like everyone knows you have the answer whether you're in the airport in Columbus or on a boat in Shanghai.


The dawn of this mystique changed "mobile" from being about how we do our job or what we carry in our pocket to being about our career trajectory and social status. The word itself became less a state of being or a city in Southern Alabama (funny story about that... for another time) and more a state of mind. Less adverb and more adjective. At work, being "mobile" suddenly meant you're valued - present without being present.


tanzania.jpgSuddenly, shaking your phone in public (no sexual innuendo implied) made you sophisticated and intriguing. Introducing newbs to new apps became a geek-cred form of social currency. Know what "BES" stands for? Score some points. Have an iPad? Score even more. Have a custom BlackBerry with a retina scanner? Run for president.


Mobile forever changed the workplace in ways no single consumer electronics product ever could. It made tech rock stars out of schlumps (think Milton Waddams from Office Space). It reinvigorated careers and allowed us all to work harder without working harder.


One of the best indications that it's real is that we now have a social network called the Enterprise Mobility Forum (EMF) that exists purely to help us connect to and learn from the mystiqued throng. It's a community that gathers daily to drink from the digital fountain of youth and wax philosophical on things like how to manage employee-liable smartphones and apps, what's up with LTE, and whether or not RIM can survive. It has been a great resource for me, our team, and customers and I encourage you to join if you haven't already.


Most of all, be proud you're a founding member of this once in a generation movement. Mobility may not impact you like it did fishermen in Tanzania (who earn a third more by owning a cell phone) but I guarantee it's the best way to stay relevant at work for the next decade.



The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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If you use a BlackBerry, iPhone, or other mobile device, you might rely on it for so many functions that you wonder how you ever got along without it.


That’s why it’s no surprise that a growing number of organizations are “mobilizing” their critical business

applications. Managers use mobile devices to access needed information and submit their approvals of critical business functions while they are away from their offices. Support staff members receive tickets and act on them using incident and problem management applications. Field sales representatives use mobile devices to check product pricing and availability and to enter orders.


And these are just a few ways in which mobile devices are being used in today’s devices.jpg


Mobilization is boosting the productivity of field workers significantly, and that has a direct positive impact on revenue and customer satisfaction. In fact, some mobile workers are shifting entirely from desktop and laptop PCs to mobile devices. As a result, for many workers, mobile devices have become just as critical to doing business as desktop and laptop computers. Consequently, it’s important that IT manage and support mobile devices with the same rigorous discipline as with desktop and laptop PCs.


Managing mobile devices presents a major challenge because they introduce an additional layer of complexity to the IT infrastructure.


Read more about how you can tame this every increasing monster.

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For those of you who were not in the audience( yes there were a lot of people there, The ITSMguy even with his VIP status could only get into row 378) or did not see the live streaming event, here is the Keynote presentation with Bob Beauchamp and Marc Benioff with the announcement of the lastest cloud from Salesforce, RemedyForce.Bob and Marc.jpg.png

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We’re hearing more about Service Catalogs as organizations try to develop a service-oriented culture. A Service Catalog is often considered the starting point for any successful ITIL Service Management initiative.  transformation_2.jpg


But, you are already delivering services to your customers without one, so how does a service catalog help and how do you get started?


Today we talk with Anthony Orr, Global Best Practices Director for BMC Services, about Service Catalogs, their value to the organization, how it relates to the success of other ITIL process improvement initiatives, and tips for getting started.  Here as we discuss;


  • What is a Service Catalog?
  • Why is the Service Catalog an important part of organizational transformation?
  • What are examples of Service Catalogs?
  • Can service catalogs help with ITIL process implementation?
  • How do you get started?
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In these tough economic times, how do you address the challenge of reducing costs without diminishing

your ability to deliver more IT services and provide a higher level of service quality?quality.jpg


Fortunately, by improving service support, you can substantially reduce costs related to the service desk, incident management, problem management, change management, configuration management, and asset management. Companies can lower service support costs significantly and meet the growing demand for new and improved services by taking a more holistic approach to service support.


Here are some examples of how looking at the big picture has helped companies reap the benefits

of improved service support:


  • A large financial services company decreased the number of calls per user to the help desk by

15 percent and the number of escalations from first- to second-level support by 10 percent.

This resulted in an overall support cost reduction of 15 percent.


  • When consolidation increased the help desk call volume at a worldwide pharmaceutical company

by 25 percent, the company absorbed the increase without hiring additional staff and still maintain edits goal of a 75 percent first-call resolution rate.


  • A large insurance company processes the same volume of incident tickets as in the past — but with 25 percent fewer people, resulting in an annual cost reduction of more than $2,500,000. The organization redeployed those people to more strategic projects, increasing the business value of IT.


How are these organizations able to achieve these results? They have transitioned from a siloed

approach to service support to a more collaborative, unified approach.  Read more on this important subject.


SaaSifying IT Management

Posted by ITSM Guy Dec 9, 2010
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Excerpt from the Think IT Strategies blog by Jeff Kaplan, Managing Director’s announcement of RemedyForce in conjunction with BMC is significant for a number of reasons.


It is the company’s first attempt to provide a solution aimed specifically at the IT organization which is increasingly embracing SaaS-based alternatives to traditional IT management software. I’ve been telling clients and others about that the SaaSification of IT management and why this trend in the Cloud Computing market eliminates another barrier to greater customer adoption.


It is also the first time has teamed with another company to launch one of its product-lines, or “Clouds”. This represents an important endorsement for BMC, as well as a risk for Teaming with an established ISV is an interesting choice for Like every established ISV which has attempted to add a SaaS component to its portfolio, it hasn’t been an easy road for BMC. But, the company has a highly committed CEO and has built a SaaS solution on which is gaining customer acceptance in the market.


The buzz on the show floor yesterday at Dreamforce 10 was actually more than a buzz, it was more like a roar with the BMC booth packed by Salesforce customers, partners and ISVs. The general reaction was positive ( ok we admit, it was darn good and we are horse from talking to so many people non stop). Good thing that blogging does not require the vocal cords as I think we will be out of action most of today with more reports to follow- The ITSMguy live from Dreamforce 10

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Maybe it would have been cool to be “cloud nine” on, but we’re even more excited to yell out "eight is great!" as the newest “Cloud” within the universe. Today BMC and announced the eighth and latest Cloud within the product portfolio, RemedyForce Cloud (the IT management cloud).


Over this past year many customers have told us that they were looking for an easy, powerful, and affordable IT Service Management solution. They said they were looking for more than just a service desk. That they wanted the promise and the advantages that a SaaS based solution would bring, but without the nightmares of dealing with a small startup company. And we’ve heard you describe the ideal platform encompassing the importance of flexibility, having the option to add functionality and to grow, as new business needs surface. yoda and obiwan.jpg


So we put everyone from and BMC in one room, gave them an unlimited supply of Mountain Dew Code Red and Hot Pockets, and emerged with RemedyForce Cloud, the seventh cloud in the “sky.”


For the industry, the impact is immediate; there are several other companies touting what they claim to be cloud-based ITSM Platform as a Service, and RemedyForce Cloud effectively calls them out. More importantly, for you, the impact can be realized whenever you are ready.


Something else in the cloud. Ho-hum, right?

It’s already a no-brainer that many IT services, including the hardware and software that support them, will ultimately move to the cloud. Gartner recently forecasted that data center requirements will shrink by as much as 60% by 2018 as services eventually migrate to external providers. As companies make the inevitable shift, they’ll be reluctant (and rightfully so) to do so without having the right management tools and partners, in place.

It wasn’t that long ago that enterprises were bit squarely in the “budget” (where it counts and hurts most) by server sprawl, and the nightmare of trying to just figure out what hardware they even had, let alone manage it.


More recently, the uptake of virtualization technology took the ability to reach out and touch the servers running in your datacenter out of the equation, further increasing the need for more robust IT management. What changes were made? How do we undo them?.


And now, cloud-based services add yet another dimension to the equation: services can be requested and consumed from anywhere. Data can be stored anywhere. Processing power can be bought at the exact moment it is needed, delivered from a third-party provider, and de-provisioned the instant it is no longer needed.


In short, if you blink, you’ve missed something, or more accurately, millions of something’s, in the datacenter.


Which is what many basic service management solutions do – they miss one (or more) components of true service management. The service desk is a great place to start, but by itself does not comprise the end-game. With such immense complexity, many smart companies are eager to dive head-first into the benefits of true ITSM, without the added time, cost, and learning curve of a lengthy implementation.


With so many choices in the market, what makes RemedyForce cloud attractive?


Accessibility and affordability are the two most immediate advantages. Since it’s hosted in the cloud, RemedyForce Cloud can be turned on instantly, and fully configured and operational in a fraction of the time of an on-premise implementation. And while an ITSM suite of this scale and scope might have previously been out of reach financially for many companies, SaaS delivery levels the playing field and brings enterprise ITSM into the fiscal reach of virtually any company that requires it.


The SaaS model effectively eliminates the costly upgrade cycle that keeps you from accessing the latest features. You’re always on the latest version, and you no longer have to worry about deploying new security patches and maintaining servers. When you can focus on getting the job done, not on why you can’t get the job done, you will be far more productive.


With RemedyForce Cloud, we leave nothing out. Just as revolutionized the CRM business – eventually tackling not only cloud-based sales force automation and contact management, but also customer service, social collaboration, and application development – this announcement will change the ITSM and IT SaaS landscape. BMC has led the ITSM industry for over 20 years with our Remedy IT Service Management suite. With RemedyForce Cloud the next iteration of both companies’ vision is putting in your hands a powerful yet easy-to-use suite of IT SaaS applications including:

  • Change management, to increase the speed and consistency with which you implement changes.
  • Knowledge management, to help service desk agents find solutions to incidents, and enable end-users to resolve their own issues.
  • Problem management, to minimize impact of IT incidents on the business, and prevent their recurrence.
  • A centralized Configuration Management Database (CMDB) that stores data from across IT into a “single source of truth.”


The Force is All Around Us, RemedyForce that is

New ITSM tools learn you must…….. as there is power in this one

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Chances are, your IT organization is becoming increasingly integrated with the business. As a result, it’s more and more critical to manage your infrastructure and IT support functions and processes as effectively and efficiently as possible. best in show.jpg


So, which approach provides the greatest value: best of breed or platform?


Today we talk with Vick Vaishnavi, vice president of BMC Software, and look at both options. Then you can make the call.  In this episode we will look at;

  • Defining what is meant by “Best of Breed” and “Platform.”
  • Multi-vendor costs. What are some of the challenges around having multiple vendors for your infrastructure and hardware?
  • Why is visibility into the infrastructure important?
  • is it possible to achieve interoperability with a best-of-breed approach?
  • How does the cloud fit in with all of this?


To learn more about this subject, check out the BMC Industry Insight titled BSM Platform or Best of Breed? You Make The Call

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Well actually, we want you to get on our cloud but the ITSMguy just can’t get Mick and the Stones out of our head when we think about IT and the cloud, and the best way to get on our cloud is to meet BMC at this year’s DreamForce10 event next week in San computing_2.jpg


Rumor has it that BMC CEO Bob Beauchamp will keynote and there will be multiple BMCers in attendance to talk about the latest release of BMC’s ServiceDesk on which just announced today it’s Winter10 release.


In this release several new capabilities have been added to truly address the needs of Mid Sized Enterprises and beyond (what do I mean about beyond, read below).  With the addition of Change management, Mid-size IT departments now have a full featured, ITIL based ITSM solution to handle all their core IT service support functions. From handling service requests to planning changes, internal team collaboration and reporting capabilities, this baby is loaded and priced to move. OK, we are starting to sound like a salesman here, but we just get giddy when we talk about SaaS.


So what do we mean by “mid-sized enterprise and beyond”?  The ServiceDesk on solution is perfect for mid-sized enterprises in that is gives you a full featured solution and can be consumed as a service, so you can spend more time “managing services not servers”, but it is powerful enough, scales and has some great interactive features such as Chatter team collaboration, so that an internal department or division of a larger enterprise may be interested in deploying this to better support their customers.


We are seeing more and more pockets within very large companies that need to better manage their support operations and their existing legacy tool cannot give them the capabilities split off from their older solution. Now with ServiceDesk on, they can quickly deploy a full featured service desk with request management, track and manage IT assets and manage the operation through dashboards and reports.  With the SaaS aspect, they can quickly deploy without needing to set up servers, just log in and start setting up your data (we have a great jump start service too to assist here, yes another commercial plug but we gotta pay the bills somehow).


If you don’t get a chance to pop into San Fran, check on the demos or give us a call and we will set up a personal preview.

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By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.



A new report out today from industry analyst IDC forecasts mobile app downloads will exceed 25 billion next year. That's up from about 10 billion in 2010 and, well, about zero in 2008. The report goes on to say "we'll see the IT industry revolving more and more around the build-out  and adoption of  mobility and cloud-baselocomotive.gifd applications."


Mobility is coming at IT like a freight train. Large enterprises are getting segmented into two categories: those leveraging mobile apps to get more done and those that aren't (in industry parlance, "roadkill"). To be relevant in 2011 and beyond, IT must reinvent itself and think first about making critical business systems accessible on smartphones and tablets. Then whatever can't be done on a handheld should be extended to a PC.


The good news? It's easier than ever. Apps for everything from employee self service to change approvals and IT configuration automation are readily available and so are tools for deploying, securing, and managing them. The only risk posed is inertia. Smart CIOs have their best resources actively engaging business and IT users to understand mobile requirements. Smart CIOs see the headlines you and I see (like this one about iPads for bankers at JP Morgan) and realize we're at an inflection point in IT like nothing we've seen since the PC revolution in the '80s.


I was talking to the CIO of a consumer electronics retailer last week who has all the IT scar tissue of a purple heart combat vet. He summed up the state of IT this way: "I've spent most of my professional life getting information to people through big boxes and cables. Now I spend most of my time unwiring those same people and replacing big boxes with smartphones and data in the cloud. And you know what, my job's fun again!"



The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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Forrester creates a self-assessment tool for IT organizations adopting IT service management- as seen on Networkworld


The drive to reduce costs, improve service delivery and enhance business competitiveness has become ingrained in the IT psyche. And this, in turn, means change within enterprise IT infrastructure and operations environments.guiding hand.jpg


"Infrastructure and operations organizations are in a state of flux, either considering or actively moving to new organizational models," says Forrester Research in a new report on IT service management (ITSM) maturity. "With continued pressure to do more with less, I&O professionals are increasingly accountable for improving service-level performance," it explains.


IT process models, typically based on ITIL, are the most popular new organizational models, Forrester research shows. In a recent survey of 135 IT professionals at enterprises and small and medium-sized companies worldwide, 38% of all respondents indicated they have or are adopting IT process models as part of new organizational structure.


The drive to reduce costs, improve service delivery and enhance business competitiveness has become ingrained in the IT psyche. And this, in turn, means change within enterprise IT infrastructure and operations environments.


BMC has always been a big proponent of the value that ITIL brings to an organization and you can find additional ITIL resources here at  But beyond just talking a out ITIL and best practices in an academic or theoretic manner, the rubber hits the road when you actually put it into practice and one of the easiest ways to have your organization adopting and thinking about best practices is for your IT service desk solution to do some of the heavy lifting.


BMC Remedy ITSM has embedded best practices and workflows as an integrated part of the product, so as you do your work, the solution guides you along following the learnings and guidelines of both ITIL and hundreds and thousands of actual customer deployments. You can see this in the user interface and if you need more information, the Service Management Process Model is there to give you a multi-level view with even more information and guidance.


For those organizations who have not implemented ITIL but want to, talking to BMC about the various services offerings where have may be the solution you are looking for.  Still learning and thinking about ITIL and what it can do for your company, take a look at this short video to give you a glimpse of what ITIL can do for you and your organization.

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