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BMC has developed the industry’s most comprehensive set of best practices through our experience with thousands of client implementations. Companies around the world depend on BMC’s expertise to deliver results quickly and predictably, while also minimizing risk.


From IT strategy to solution design, implementation, and post-production operations, BMC understands that every customer has unique requirements. At the same time, we leverage our extensive experience and industry standards to guide you in deciding when to go with out-of-the-box capabilities and when to adjust the solution to your specific situation.


Join as we talk with David Shimberg, Senior Manager, Solutions Marketing, Global Services at BMC Software, who leads a team of people who are “passionate about closing the gaps BMC customers face in aligning people, process and technology” and how to jumpstart your plans to transform IT.


“The vision of the global services organization is to be a transformation engine. To make sure that the value we expect to mutually get out of this implementation is realized,” says David Shimberg.


Some of the areas we will discuss;

  • How the Global Services  team’s involvement can help jumpstart customer’s plans to implement Business Service Management
  • How BMC Global Services uses a proven and prescriptive approach focused on a practical incremental approach that has quantifiable measurements for  success
  • Some examples of BMC customers that have benefited from working with BMC’s Global Services

David Shimberg is Senior Manager, Solutions Marketing, Global Services at BMCSoftware. He is Responsible for the positioning of BMC's world class Global Services (Consulting Services, Education and Premier Support) and Strategic Partners (Accenture, CISCO, CSC, Dell, NetApps).



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Is your service desk strictlyperformance based? Have you been measuring quality or user satisfaction? BMC is not only a provider of ITSM and Service Desk software, we also are a customer,supporting a global and diverse business. With over $2B in revenue and 6,000 employees, the internal Service desk teams support R&D, HR, Marketing as well as basic IT help desk issues.


Join us for a discussion with Linda Butts about some practical ways to transform your service desk from a strictly performance-based group to one that is based on quality.



"Focus on quality, focus on accuracy,focus on getting it right the first time. … Build the tools, technology andskill sets into your team so they can think. They can work through issues andthey can solve them there, says Linda Butts."  Service_desk_concierge.jpg



  • What do wemean when we say “ 24/7 Global Service Desk?”
  • Being instrumental in terms of transforming the Service Desk at BMC from a performance-based group to a quality-based group. What does that mean for BMC customers?
  • Is this transformation something that can be achieved by a typical BMC customer, or is this sort of limited to really big corporations?
  • If BMC customers who want to make a similar leap, what resources does BMC have to offer?



Linda Butts is Senior IT Manager at BMC software. Linda comes to BMC after spending many years building,reengineering and managing high performing global support organizations. Her focus is on improving quality, customer satisfaction and first level resolution while maintain cost containment through the implementation of best practices and process improvements.


At BMC Linda is responsible for the Global Service Desk which resides in Pune India, The Sales Concierge Deskin Houston, along with the Global ITIL Incident Management process. Recently She added to her portfolio by assuming the Discipline Advocate work for the BMC Request and Support product line.

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It has been said that you can’t manage what you can’t measure, and you must measure what really matters. New service delivery models for IT service management, such as software as a service (SaaS), as well as emerging communications channels for support that include social media, will require some changes to the way you traditionally measure the effectiveness of your services. That’s why you should reexamine your service metrics as you begin to rely more heavily on SaaS, social media, and a more services-oriented approach to IT delivery.


Measurement — A Traditional Perspective

As organizations look to achieve the greatest return for their IT budgets, they are increasing their attention on the service desk applications that help assure quality service delivery. These applications include incident, knowledge, self-service, and problem management, as well as change, service request, and service level agreement (SLA) management.

Service tools have also been more widely integrated with other IT service management tools, including configuration management (CMDB or discovery repository), asset, service catalog, and event management. According to Gartner, “IT organizations of every shape and size continue to struggle with aligning IT service support with the expectations of the business, reducing costs, providing high end-user satisfaction and streamlining processes.”


Aligning IT service support with the needs of the business requires an understanding of what metrics are most critical and how those metrics should change in response to new technologies and new business models. If you don’t understand the metrics around a service desk tool, it can be harder to build a business case for its adoption. This makes it more difficult to select the proper service desk platform, whether it’s delivered on-premises or via SaaS. “The ability to quickly and correctly measure key IT service and support metrics, such as mean time to repair (MTTR), first contact resolution (FCR) rate, end-user satisfaction, cost per calls and so forth, should be the most important criteria when choosing a new tool, and having access to that data is essential for the IT service and support organizations to justify further improvements.”

Read the rest of my paper here and let me know what you think.

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With an ever exploding choice of options, requirements, devices and applications,it is sometimes hard to keep up with everything that is going on in the world of mobile. 


And this storm has now fully invaded the IT department; from managing devices and infrastructure to rolling out new applications, every day seems to bring something new.


How do you keep your head above water while at the same time try to catch the next wave?


In this segment of ITSMtoday Live!,  Andrew Harsch, Sr. Manager of Social Media,sits down with Dan Turchin, Sr. Director of Product Management for Mobility, to discuss the latest trends of mobility,the impact to the IT department and where the industry and you should be looking in the future.

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You probably spend around 60% of your budget with suppliers.  But disjointed Supplier / Asset processes lead to higher costs, operational risks, and less than optimal decisions. You need to understand your vendor relationships better.


Your CTO meets with a supplier, they hear a positive, reassuring story about a successful relationship.  But is this the true picture?  Do you know if a supplier is good at invoicing? Or they wasting hours of your procurement team’s time resolving errors?   Are the services supplied working well?  Or is there an unacceptable failure rate?   What opportunities exist to save costs - eliminating redundancy and restructuring contracts?


If Procurement and Asset Management functions work in silos, it is not possible to have a comprehensive view of vendor performance.  Integrating these discipline to support each other’s operations and strategy creates considerable opportunities:

Elimination of risk by understanding, in detail, the role of each supplier.

Imagine you pick up the newspaper one morning and learn that one of your major suppliers has suddenly gone out of business... or perhaps they have been acquired by your major competitor.   It is vital that you can quickly understand the impact on your organization.   What are the assets and services supplied by the vendor, and how do they underpin your obligations?  What services, projects and initiatives are at risk, and what action needs to be taken?


Driving better decision making, by learning from your interactions.

How can your CTO or Head of Procurement know the true picture if feedback from operational activities is ignored?   Surveying the people working with your suppliers provides an accurate and ongoing rating of your dealings with them.   Leveraging Incident and Problem Management data provides a detailed picture of reliability.  When you come to renegotiate existing deals, or set up new ones, there is no substitute for being well informed.


Reduction of unnecessary supplier contract costs.

If you understand the assets underpinned by your vendor contracts, you enable your IT organization to identify gaps, overlaps and redundancies.  There may be opportunities to convert contractual spend to discretionary spend, and to avoid unnecessary spend such as lease penalties and excessive out-of-support costs.  You may be able to achieve considerable saving on your maintenance contract, provided you meet a specific payment date.


The BMC Remedy IT Service Management suite integrates IT Asset Management with Supplier Management, out of the box, to enable the two functions to work together, from day one.

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Are you using all the tools at your disposal?

Are you considering the various avenues your users are using to solve their problems?  measurement.jpg

Join us as we talk with Chris Rixon, Principal SolutionsMarketing Manager at BMC Software, and find out how measuring the impact of your IT services can have a big payoff.

“A service desk team or help desk team these days spends a great deal of time responding to issues and problems and challenges relating to applications they don’t physically own or host. The things you need to measure change,” says Rixon. “If you don’t understand the metrics around a service desk tool, it can be harder to build a business case for its adoption.”


  • How has applications moving to the cloud changed what supportteams measure?


  • How has moving the service desk to the cloud impact an enterprisethat has service desks all over the place?

  • How does customer satisfaction figure into this?

  • How can we gauge the impact of social media on staff and end-user satisfaction?

  • Measuring the satisfaction of IT staff, how does that help the organization in the long run?



More information about SaaS on

For moreinformation about IT service management at

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By Dan Turchin, former Aeroprise CEO. Follow Dan on Twitter.



Every week is big in enterprise mobility. But this is one we’ll remember for a long time. Consider…


We mourned the passing of our icon, spiritual leader, and Zen master. A Steve Jobs story that is personal but worth sharing: my wife Julie got her PhD at Stanford in 2005. A healthy, humble Steve delivered the commencement speech that has forever made life more difficult for commencement speakers. I was mesmerized at the time and still am when I re-read it.


It’s as clichéd as it is true: when he finished speaking, a hushed silence fell over the stadium. We didn’t know whether to cry or applaud or rush the podium for a group hug. Most of us sat in awe and knew we had just become part of a special fraternity.



In other, less consequential news…


Amazon launched the remarkable Kindle Fire and Silk browser. It will do to the tablet market what every consumer tech vendor has failed to do: loosen Cupertino’s iron grip. It is elegant, marries content and distribution like no other device can, and makes innovative use of cloud storage in ways nobody outside Seattle saw coming. And most important, at $199 it’s priced based on reality. Kudos to Bezos.


…And one more thing.


A rare, under-hyped Apple product launched. The 4S is shattering Apple pre-launch sales records – and for good reason. Siri alone, Apple’s “voice assistant”, warrants all the launch euphoria and then some. It will be to human computer interaction what Atari was to video games and iPod was to digital music. There were ways to interact with computers before and there were even natural-language speech interfaces but we’ll look back on Siri as the next Apple technology to disrupt an entire industry that seemed mature and impermeable.


So what will next week bring? Who knows but it too will measure on the Richter scale. Until then…


Stay hungry. Stay foolish.

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As organizations plan for growth, they increasingly scrutinize IT costs and risks. They also expect greater transparency into IT functions and finances. Unfortunately, information regarding IT operations and finances resides in disparate silos, making visibility into overall capital and operational functions and costs nearly impossible. ITBM_dashboard.png


Join as we talk with Dan Trevino, Senior Product Marketing Manager for BMC Software about how BMC’s IT Business Management Suite can provide CIOs and IT leaders with an integrated and modular solution to manage the business of running IT and cover such areas as.


  • How does IT Business Management, or ITBM help transform the IT business?
  • What’s new in the area of ITBM that we should be aware of?
  • If interested in ITBM, where is a good place to start?



Dan Trevino, is a Senior Product Marketing Manager for BMC Software. He  is an expert in regulatory controls and compliance. He is currently driving the IT Governance, Risk, and Compliance (IT GRC) offering at BMC.


Additional Resources


Moreinformation IT Business Management at








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He  He made my CD collection relevant again:  After several years of replacing the album collection (do you remember 8 tracks )and buying many an album just to get the single, Steve unlocked all my songs and did truly allow you to carry them all in your pocket.  I still chuckle when seeing the ads in the in-flight magazine for the wall units to house your entire CD collection.  While I could not and will not dedicate that area to storage, I can safely say that all my CDs are now backed up in the cloud (well actually they are in a bunch of boxes in the attic but that counts right?) and some are making great coasters along with the massive AOL CD collection accumulated over the years.  The album cover art is not going to waste. So I now refer to them as Certificates of Deposit vs Compact Disks.


2)     He made me fall in love again with music:  Due to the above mentioned point, buying CDs had become a hassle. Now I was free to roam not only through the decades to find songs I remember growing up,it allowed me to branch out into new genres I would never have had a chance to explore, especially when the last of the CD stores who let you listen to a CD before you purchased died.  While YouTube may have kept the music alive, I fear that Don Mclean may have been right and it might have been another day the music died without Steve. And I still find myself turning up certain songs on the ipod just to listen to the rifts the guy playing bass is laying down in the background. I never could do that with a CD.steve-jobs.jpeg



3)     Steve made being a middle aged guy with short graying hair and day old beard cool again: Long before Steve adopted it, some of us already did the day old beard (and even before Bret Favre made it part of his repertoire), we had the greying, salt and pepper coloring and had started cutting it real close and with poor eyesight but not brave enough to do lasik. Steve brought the whole look together with the black turtle neck which I find is an enjoyable ensemble on a chilly casual Friday. Really glad he got away from the bowties ‘cause I could just never see wearing one of those except with a tux. Now on those Fridays as I don the levis and tennis shoes, I will try to channel Steve for at least a couple of hours of close scrutiny and creativity on the projects that I am working on and say WWSD?.


4)     UI is Sexy and Easy:  I fully realized what he had accomplished when my three year old woke up at 1:30 am upon my return from Dreamforce,and  asked me upon entering his room ….“Dad,did you bring the ipad back?”  Apparently I am no longer allowed to remove the device from the premise. And during a potting training exercise two weeks later, he requested the ipad to help him relax. Not understanding but being supportive, I obliged, but kept trying to correct him when he would hit the ipod icon vs Thomas the Train.  After several repeats of this I was scolded by him when he said “I want to listen to Michele”.  Unbeknownst to me and without any training, my young lad had not only discovered the ipod functionality and my collection of songs but, had also discovered the wonderful songstress Michele Branch.  So now when he wants to relax, he requests the ipad to fire up his favorite song. No user manual, no tutorial, just a 3 year olds exploration of the UI. 


5)     Smartphones become real: Having handled the marketing for the original Nokia 9000 smartphone and some of the earliest work with cameras in phones (Bob Twitchell, you were both ahead of your time and at the wrong company), it still amazes me to see where the devices are today. Oh, I am old enough that I remember the BellSouth Simon and while at Motorola, we worked on the module to make the Apple Newton wireless.  Seeing what we have today is just amazing compared to what everyone was oozing over just a few years ago when the Razor was the must have to be seen with device. Please.



6)     Disrupting industries:  As previously mentioned, Steve disrupted two major industries long stuck in an age of decline. So what other industry would I like to see or hope Steve left something behind. Well, It would be cool to see what Apple Air would be like as that sorely needs a User Experience makeover, but putting your name on planes, trains and other things as already been done before by Sir Richard without much movement. So, I will add to my wish list that I really hope AppleTV becomes a true experience in the near future.  A lot of the pieces are already in place, which sounds eerily similar to the music and phone scenarios. So maybe in a year or two, at an Apple event, will Tim play a video that Steve recorded in the past to play in the future with one of those openings “If you are watching this I am no longer with you, but I have left you with this”. Wouldn’t it be so cool if he kept announcing products long into the future.




7)     And I want to leave you with just one more thing….enough said.

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Download Podcast (6:02) 


The monkeys compare notes from BMC Software’s user conference, WWRUG. One observation from the tree tops is how mobility’s role in the enterprise, especially in IT, have gone from nice-to-have technology to must-have-capabilities.


Missed an episode?

Mobile Monkeys Podcast - Episode Three

Mobile Monkeys Podcast - Episode Two

Mobile Monkeys Podcast - Episode One

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Remedyforce is the BMC IT Service Management service, built on, the industry's leading platformfor SaaS applications (trusted by more than 92,000 organizations today).

Join us as we talk with Chad Haftorson, Principal Product Manager for Remedyforce at BMC Software to find out what’s new in the latest  release of Remedyforce.



  • For those who aren’t familiar with Remedyforce, give us a brief overview?

  • Why use help desk software in the cloud? Why not just do things the way we’ve been doing them?

  • What is in this  new “Summer Edition” of RemedyForce?

  • What is particularly exciting about this release?

  • What have you been hearing from customers about Remedyforce?


“Customers say they can’t believe how easy it was to get this up and running, and how fast it was to start using Remedyforce” says Chad Haftorson.


Chad also had a chance to sit down with several customers at the recent Dreamforce11 conference.  You can view the video of this lively customer panel where they discuss an overview of what is in the Remedyforce product and how customers Ironbow, Lumen21, US Dept of Health and Human Services and  Pervasive Software.  Remedyforce panel.png


BMC also presented two customer appreciation awards to Lumen21 and Health and Human Services for both their success with the product as well as the involvement they have provided




Chad Haftorson is the Principal Product Manager for the Remedyforce offering at BMC Software.  Prior to BMC, Chad led product management and product marketing at Innotas, a leading provider of on-demand project portfolio management for IT. His background also includes product management, marketing, alliance management,and professional services at Mercury/HP and a variety of other software providers.


Additional Resources

Sign up for a Free Trial orget more information about Remedyforce at



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