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IT Service Management

41 Posts authored by: BMC Editor
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Today's contribution comes from Eric Blum, chief technology officer, EMEA vice president, BMC Software  
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At this point, there is little argument about the endorsement of social, mobile, analytics, and cloud (SMAC) by the business.

 

Social networking is growing as the way to collaborate at all levels of the extended enterprise. Mobility is the new route to higher productivity for employees. These two disruptive technologies — social and mobile — call for a new type of analytics, supported by big data. In addition, cloud — through fast, elastic provisioning of infrastructure, platform, and software as a service (SaaS) — gives immediate access to ready-made services for the business to consume, without CAPEX investments and with perceived low-entry points for value. SMAC is creating a wave of expectations and opportunities for business units that IT will not be able to stop.


These four innovations are challenging all established IT practices. However, they are doing so with an infrastructure that IT no longer builds, end-user touch points that IT no longer owns, and apps and services that IT no longer develops. Yet IT will remain accountable for four key areas of excellence: quality of service, financial performance, compliance, and security.


Therefore, maintaining the status quo of the governance and operating model is very challenging, unless you follow the principles below.

 

1. Increase Services Flexibility at the back end. 

2. Focus on the Front End by putting the user at the center.

3. Embrace multi-channels, The App Store, and new Devops

4. Move from service support to Customer Care.

 

These principles are based on the Business Service Management (BSM) platform that simplifies and automates IT processes, improves decision-making, and orchestrates workflows across cloud, virtual, distributed, and mainframe resources.

 

 

 

 

For more information

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Happy Valentine's Day.

 

Today's Industry Insights article is from Chris Dancy, Directory, Office of the CTO, BMC Software.

The piece reinforces the value of Social Media and why we need to change our thinking. I found it well worth the read...

 

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A colleague of mine, a marketing professional, recently told me of an experience she had that really drove home the power of social media. She was on Twitter and noticed a complaint from a customer about a software product her company offered. She went to LinkedIn to find out more about the customer, including what company he worked for, as this information wasn’t presented on the user’s Twitter profile. She discovered that he was an administrator of the product at his current and previous employer and had seven years of experience with this product. She also saw that he had graduated from the same college that she attended. She was able to gather this wealth of information in a matter of minutes.

 

She quickly realized that this was not just a complaint voiced for cathartic reasons but rather a legitimate observation by a person with a high level of credibility. She immediately contacted her company’s Tier-2 technical support staff and had them follow up with the customer. She also contacted the customer to let him know that her company was on the case. During the conversation, she mentioned that she had seen, while looking at his LinkedIn profile, that they were both alumni of the same university. It turned out, the customer’s son was a current student at that same university. She received a warm response from the customer thanking her for her swift action. That day, a human connection was made over a technology issue. To this day, she and that customer still exchange messages on Twitter.

 

For quite some time, I have thought about harnessing the power of social media to provide a whole new communication channel for technical support. It makes possible levels of proactivity and interaction that are not feasible with the more traditional forms of communicating with technical support, such as telephone calls and email.

 

Support organizations should embrace social media. It enables innovation that will greatly increase the value of the support organization to the business. Many people prefer to use social media to get help. If IT does not tune in to this channel, then IT will miss out on this important and information-rich loop.

 

Technical support evolves

I remember the first support email I ever received as a support agent back in the 1990s. Continue reading...

 

 

 

For more information about IT Service Management technology that is integrated with social media (such as Twitter and Facebook),

 

 

Comments Welcomed. Any guess to the colleague Chris is referencing?

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Have you read the December, 2012 Forrester Research, Inc. report, Game On: Drive Engagement With Service Management And Automation Simulations?

 

It explains how companies are using gaming and simulations to engage key stakeholders to experience the importance of acceptance and the benefits of service management best practices for themselves — in a risk-free environment.

 

What’s the big deal about this report for BMC?

In a closed loop control system -- like service management and automation (SMA) -- the design, development, maintenance, and services that enable IT teams to serve their customers sometimes fail to deliver their full potential for the organization. And while future SMA investments might seem obvious to operations to support IT initiatives, it is often hard to quantify the business productivity improvements that SMA delivers – or could deliver-- from just an IT perspective. Understanding the relationship of people, process and technology to needed business outcomes is key to the practice of successful SMA within organizations. 

 

The “Game On” Forrester report reveals how organizations can use gaming and “real-life” simulations to engage, educate and ultimately invigorate their service management program. The object of the exercise is for everyone to experience and understand the business benefits and value of well implemented SMA (or ITSM) – in a “risk-free” simulation environment.

 

There are several vendors in the marketplace that provide simulation offerings with scenarios ranging from a NASCAR-style race, to functioning casino. Industry analysts, ITSM experts and BMC Software customers participate in BMC’s Airport Simulation exercise as part ofAirport sim 1 (2).jpg regular BMC ITSM consults held each quarter.

 

Forrester offered these key takeaways on simulations:

  1. Simulations can change compliant process behavior to compassionate service behavior
  2. Simulation can take you to the next level on your service management journey
  3. Simulations allow you to apply theory to practice

 

What’s involved in a Simulation Exercise?

A simulation involves between 10-25 people. In BMC’s Airport Simulation, urgency is created around flights not being able to take off and the ramifications of delays on the air strip-- and how to manage the simulation in a scenario parallel to what a help desk model might experience when flooded with requests. It’s up to individual roles and team buy-in to build solutions and prioritize process. Ultimately, the goal is to create an exercise that helps with organizational development, change, adoption, and also in removing silos.

 

 

BMC’s involvement and usage of simulations

As organizations adopt technology, they change processes and shift. Without proper understanding and transitioning, the new system can fail.  A simulation brings all elements and understanding together in an experiential perspective. In fact, a particular BMC customer/ major national insurance organization, runs the airport simulation classes quarterly as mandatory education management training for key ITSM stakeholders.

 

“A simulation such as the BMC Airport Simulation creates understanding via “real-life” scenario which is key for organizational change programs. Simulations help organizations using technology tools to connect with their people and allow awareness of how to modify collaborative projects to address business needs.” Anthony Orr, Director, Office of the CTO for BMC Software.

 

Gaming Simulation is an Education Services program at BMC Software and is just one of the elements offered through SAFE - Solution Adoption Framework for Education. 

 

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BMC’s Solution Adoption Approach

SAFE is a framework that aims to help ensure user acceptance of Business Management solutions throughout the customer lifecycle. This structured framework for customer implementations delivers a huge impact on customer value realization. The framework includes overall development of a roadmap with specific timed deliverables for the service management program or project. The key elements of the roadmap are related to people, process, and technology changes as well as the overall communication plan for organizational adoption. The solution delivered can include BMC’s service offerings, technology implementations, educational offerings such as airport simulation and customer specific initiatives as an overall holistic solution.

 

 

“Education is key for change. Most implementations fail or don’t meet their full potential because behaviors were not changed. At BMC we recognize the need to provide cost effective, insightful and agile training tools with skills assessments that can be consumed, enhanced and measured in new ways,” said Robin Gunn, area vice president of Education Services for BMC Software.

 

 

 

Statistics have shown that three out of four IT projects fail to realize value on their return on investment and that user adoption is the crucial factor to realizing value. The SAFE solution helps prompt customers towards awareness, engagement and execution of team project objectives, critical milestones and expected benefits or wins.

 

ITSM usually is about people and process—not technology. So, simulation of a SMA environment via gaming helps to explain the importance of process and team roles and clearly express the need to change or adjust a situation.

 

To learn more about Education Services at BMC Software: Solution Adoption Framework for Education

 

To watch the video on YouTube...

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Today's Industry Insights contribution comes from Jason Frye, Director, Office of the CTO, BMC Software.

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Like it or not, many of the employees in your company use their smart phones, tablets, and other personally owned devices to do their jobs. That means they are tapping into the corporate network and probably accessing sensitive applications and data from these unmonitored devices.

 

This phenomenon, known as the consumerization of IT or Bring Your Own Device (BYOD), will only intensify as more digital natives — that is, people who have interacted with digital technology from an early age — enter the workforce. Consumerization has major implications for IT. The use of personally owned devices introduces significant security risks. In addition, it can drive up the load on the service desk as more and more employees bring a widening variety of these devices to the workplace and expect them to be supported.

 

You could establish a policy that prohibits the use of personal devices and back it up with strong security measures. However, employees are amazingly resourceful at finding ways to circumvent many of these barriers. And, let’s face it, this continual game of cat and mouse that pits the IT staff against employees wastes the valuable time of both groups.

 

Instead, it just makes sense to embrace the trend and make it easy for users to bring their personal devices to work. In doing so, however, you need to make sure you aren’t making it easy for critical data to “walk out the door” while balancing accessibility with productivity. That means you need to be able to manage personal devices with the same rigor as any other corporate-owned device. In addition, integrating the management of these devices into your service desk solution enables IT to more easily support the use of personal devices without giving up control or driving up costs.

 

Consider these factors for success:

  • Give users what they want while enforcing security and protecting data
  • Achieving a balance with policy and technology implications
  • Getting employee buy-in
  • Embracing the trend

The consumerization of IT is already here. Attempting to hold it back only pits IT against employees. Everyone loses. Instead, by establishing a well-thought-out BYOD policy and backing it with effective technology, you can embrace the inevitable. And you can do it without putting your organization at risk while allowing your employees to be productive with the device of their choice.

 

I encourage you to read the rest of the article...


For more information about BMC Mobile Device Management

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The Group of Thought leaders convenes for a third time to discuss MyIT’s impact on IT and the IT Marketplace in general.

 

 

This Hangout’s cast includes familiar faces as well as a few additions including:

 

  • Rob Enderly     @Enderle, Lead analyst, The Enderly Group and contributor, Wall Street Journal Radio
  • Mark Stouse     @markstouse,  VP of Communications, BMC Software
  • Jason Frye         @fryfrye, Senior Director, Office of the CTO BMC Software
  • Chris Dancy      @servicesphere, Office of CTO BMC Software
  • Bill Emmett       @billemmett000, Senior Manager, Application Management Strategy & Marketing BMC Software
  • Jennifer Brenner @InnerBrenner, BMC Software Lead Marketing Manager

 

Background: In the past, many company security policies were designed to control and limit IT service. However, since the launch of Apple products, users have been conditioned to a more-friendly “at-home” IT experience that they now demand in the office environment. When IT is unable to deliver, employees will use their own credit cards to purchase solutions and supply their own devices and services to bypass IT. Traditional IT is competing with these devices. Why? It’s based on delays on delivery, antiquated products and service support issues.

 

Organizations have security policies around bringing personal devices into the workplace. Some limit bringing technology of any kind, yet employees (as many as 90% of them) admit to bringing--and using--their own technology during the day.

 

So what is going on

Users are expecting easy, current, service in a timely manner. The customer will find their own solutions, so IT has to conform to what the user is faced with, and the timeline is now.

 

Chris Dancy pushes the discussion with questions including: “What is the solution? How is it navigated, and are we seeing a collapse of organizational structure on the horizon? Have we considered the security aspects around it?”

 

What’s the worst case scenario for organizations ignoring the IT curve?

The learning curve of old school vs. new school IT is happening right now with the collision of age and experience conflicts in the work place.  So, how can we manage the revolution of IT?

 

Tune in to hear the discussion.

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Have you taken the time to register?

To Register... it takes 30 seconds.

Then you will be ready to take the 30 minutes for this new webinar. It's worth the listen.

 

 

Take 30: Steps to reduce the time it takes to manage IT deployments.


Live webcast

 

December 13, 8am PT/ 11am ET/ 4pm GMT


Keeping systems configured with the latest upgrades becomes a time-consuming and often expensive process.

 

Most IT organizations are constantly searching for the most effective way to automate this task across their Windows, Mac, and Linux® environments.

 

Register now for this 30-minute webcast and hear the steps required to reduce the time it takes to manage deployments with minimal impacts made to network performance, user productivity, and IT budget.


Register now https://bmc.webex.com/bmc/onstage/g.php?t=a&d=759067582

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technology-the-basic-right-of-all-people-6.jpgCheck out the latest BMC Software Google HangOut now on YouTube.

 

While the first hangout focused on the launch of BMC Software’s MyIT product, this discussion reviews current IT market trends including: business relationship management, and the ongoing consumerization, interaction and love-hate relationship we have with IT.

Grab some coffee and sit for a few… It’s worth the listen.

 

 

Included in the discussion are:

 

·  Jason Frye, @fryfrye, senior director office of CTO, BMC Software

·  Bill Emmett, senior manager, MyIT Marketing for BMC Software

·  Ben Newton @Benoitnewton, senior manager, Application Management Strategy & Marketing BMC  Software

·  Chris Dancy @servicesphere, social strategist, BMC Software

·  Jennifer Brenner @InnerBrenner, BMC Software Lead Marketing Manager

 

Group members Frye, Emmett, Newton, Dancy share with Brenner ( panel moderator), their individual views  and thoughts of the “state of the union” in IT—what it’s like now, and where we are going.

 

Do you go on vacation and take 10 devices for two people—and then forget the chargers at home?  HEY! Aren’t modern IT devices supposed to reduce friction? This sometimes humorous discussion revolves around meaty topics of how we stream lives, reduce friction, and ultimately can use technology to add value and eliminate stresses in our lives.  I encourage you take a look & listen.

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We hear you. And we are looking at solutions to correct end-user attitudes toward IT, including addressing concerns around some of the biggest pain points industry-wide--help desks and IT departments.

 

Your opinion is needed to answer 5 quick questions,  that we hope will ultimately move and impact IT change.

 

So whether IT is your thing, or you just find yourself at the mercy of a help desk daily, your opinion DOES count. 

A diagnosis is coming. Your answers to these 5 short questions will help.

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Event: Learn How BMC Embraces Social Media
Date:  Tuesday, November 27, 2012

Time:  10 am Central Standard Time (Chicago, GMT- 06:00)


Join us for a behind the scenes look at BMC today. Learn how a large organization can stay moving in today’s fast paced social world.

 

We we will explore the communities of employees that spend their days and nights in virtual world of chatter, Jive, twitter, LinkedIn and yes, EVEN instant messenger. How do employees stay connected to each other and our industry? What do key social employees; Chris Dancy, Director of CTO, Debbie Hutchings, Social Media Manager, and Erin Avery, Product Marketing Manager, say about keeping their professional and personal lives seperate?


Hear more from our hosts:

Chris Dancy discuses his experience with social - an extreme and early adopter
Debbie Hutchings explains BMC Software social roll out, training and adoption tips-- plus learnings along the way.

Erin Avery discusses how she has adopted social over the past five years as a knowledge worker and how she uses it to interact with customers

 

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?t=a&d=318915753

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Do you get our podcast feeds via RSS? Do you watch in anticipation each Monday? In case you missed some recent launches, now is the time to check out the first three topics in our 5-part series with Anthony Orr.

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How can you help ensure the success of your ITIL initiatives?

 

How can you reduce the business risk of rolling out new products and services?

 

By understanding the principles behind ITIL processes, you can keep your IT organization focused on delivering business value. 

Join Anthony Orr, Global Best Practices Director for BMC Services at BMC Software, as he breaks down the principles and strategy behind IT operations as it connects with the overall success of the business.

 

When delivered successfully, IT can improve the quality of service for customers and end users — and make the strategic choices that matter in the marketplace.

 

There are still a few more to go, however, now's a great time to get caught up with the first three from our five-part series on ITIL principles.

 

Part 1 - Service Strategy. Connect IT and business

Part 2 - Escape the ITSM Silos

Part 3 - Service Transition. Reduce Business Risk

 

 

 

Anthony-Orr-2.jpgBiography

Anthony Orr is Global Best Practices Director for BMC Services at BMC Software. Anthony has more than 25 years of experience in managerial, consulting, marketing, and technical positions for IT Service Management strategies and implementations. He is certified in ISO 20000, and ITIL Foundation, Practitioner, Service Manager and ITIL V3 Expert levels. Anthony has authored many white papers, books, and Industry Insights.

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Find your fit in six easy moves

 

When your mission is to deliver outstanding service, choosing the IT Service Management solution that fits your business really matters – there’s no room for compromise.

 

Use the product selector to find the BMC solution that's right for your business — no matter your starting point.

 

Answer six simple questions about your environment and what you’re looking to achieve – tapemeasure.jpg

and our new Solution Finder will recommend the right BMC ITSM solution for you to explore.

 

  • Fast, simple and intuitive – find your fit in under a minute

  • A personalized recommendation based on your needs

  • If you like what you find – learn more and get hands-on

Try our new ITSM Solution Finder and get a head start in making the right choice.  Give us one minute - and we’ll help you find an ITSM solution that really fits

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Today, more than ever, organizations are being asked to do more with less--reduce head count and operational costs--yet still improve customer service.

 

Looking at BMC solutions? Consider joining your peers during BMC Days 2012 - Copenhagen, Benelux & UK

What’s your current need?

DenmarkLogo.jpg•   Social IT

•   IT Service Management and SaaS

•   Cloud Computing and Datacenter Automation

•   Application Management and DevOps

 

BMC Days invites valued customers to experience how real business benefits through implementing solutions from BMC Software. This is not a traditional “user-day” but an all-day invitation-only event for IT decision makers who are trying to answer the question “How do I do more with less?”

 

Reasons you should attend:

•   Learn BMC clients best practices and how you can maximize your work and increase efficiency.

•   Gain key insights, from key BMC executives, into future strategy and direction.

•   Visit with key strategic BMC partners.

•   Network with your peers and other BMC guests during a hosted cocktail reception.

 

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The agenda will be focused around these key business benefit areas:

•   Service Management and Mobile Device Management

•   Reducing the cost to service your internal & external customers through the cloud

•   Improving productivity through automation

•   Increasing customer satisfaction through reducing time to market for Applications

•   Improve customer experience by knowing about issues “before your users do”

 

Key Speakers include:

 

Copenhagen

§  BMC Strategy,   Eric Blum, Office of the CTO, BMC Software

§  Consumerization of IT Services,  Jason Frye, Office of the CTO, BMC Software

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Benelux

§  Social ITSM, Chris Dancy, Office of the CTO, BMC Software

§  BMC Strategy: Consumerization of IT Services, Jason Frye, Office of the CTO, BMC Software

 

London

§  MyIT: BMC Introduces Innovation to IT Management, Kia Behnia, CTO, BMC Software

  BMC Strategy, Eric Blum, Office of the CTO, BMC Software

 

Be sure to register in advance for these events:

13 November – Copenhagen BMC Day      (follow on Twitter #BMCday )

 

15 November – Brussels - BMC Day Benelux    (follow on Twitter #BMCday )

 

15 November– London  BMC Day UK  (follow on Twitter #BMCdayUK)

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Guest blog authored by Ben Kepes

 

Bio - Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users. Ben can be followed on twitter here – more him here.


I spend most of my time talking to technology vendors, IT folks and business people all in an effort to drive organizational benefits through the use of technology. Over years of doing this, I’ve noticed a stark divide that exists within an organization between IT and business units. It’s a topic I’ve opined upon before – but it’s worth repeating the rift that exists here:


On one side, IT is saying that it has to retain control to ensure security and compliance and that with unfettered access to technology, staff would introduce lots of dangerous avenues for security breaches into the organization. On the other side, you have the business itself which has long been frustrated by the fact that seemingly every request to IT is either stonewalled or slowed significantly.


Given this rift then, I’m always interested to see examples of technologies which help bridge this divide – technology that meets the underlying need of IT, while still delivering the agility that the business demands. A good case in point is the recently released MyIT product from BMC (disclosure – I’ve been consulting to BMC on the MyIT product and launch). It’s a good example of a product that bridges the gap between business units who are striving for agility and the IT group who wants to deliver that agility, but is understandably concerned about the risks involved in losing control of an organizations’ technology.


Before looking at what MyIT can do, and why I consider it an important IT/business bridge, let’s look at some research statistics for context;

  • Only 35% of business leaders believe that IT provides high quality, timely support (per Forrester, May 2012)
  • 56% of Gartner DC attendees classify the relationship between developers and IT Ops as “un-collaborative”
  • Between 2007 and 2011 infrastructure and operations costs have remained steady at 66% of IT budget (per Gartner)
  • 34% of approved IT projects are “in queue” but not resourced (Gartner again)

 

Clearly something is broken here – the relationship between IT and the business is fraught; developers and operations are often at loggerheads; IT budgets are primarily being spent on “keeping the lights on” and worthy projects can’t get the resources necessary to be progressed.


What is needed is a circuit breaker on the IT process – something that consumerizes the front-end experience for business users, while continuing a robust and well-governed IT back end. Something that delivers individual users timely and contextual service and support and replicates the experience they’ve grown accustomed to in their consumer lives. MyIT goes a long way to delivering this – it is a cross platform, cross device service that delivers all the users across an organization a personalized portfolio of products alongside support offerings. It’s the way an enterprise can give its users an app store, with the requisite checks, controls and auditing that IT demands.


The benefits of a self-service portal such as this are broad:

  • Service costs can be reduced as more staff self-serve and more processes are automated
  • Productivity increases as employees can quickly acquire the products they need, and obtain timely support
  • Employees feel the joy of, at last, not having to fight IT for resources
  • IT is happy – since the products employees are using have already been vetted and the entire environment meets their requirements

 

Of course there is still work to be done – IT needs to be quicker still to certify new applications. Employees and business units need to be empowered to acquire resources and deploy applications freely (whether on public or private infrastructure or on their platform of choice). IT needs a central management view of software, infrastructure and platforms. That said, MyIT is a good start and once it is release generally next year, will solve some real pain points for organizations.


Over the next few weeks I’m going to be writing some more about the underlying issues that need to be solved between IT and the business. I’m looking forward to the conversations that will ensue, and taking this topic beyond the regular band of commentators and to a wider IT and business audience.

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robot.pngIf you plan to be in Denver - Check this out!

 

 

WHAT :   EducauSe 2012 Conference and Expo              

 

WHY:      BMC Software showcasing new FootPrints 11.5,

               together with Remedy, RF, TI & Mobile Device Management

 

WHEN:    November 7th & 8th

 

TIMES:    9.30am - 6.30pm November 7

               9.30 am - 4.30 pm November 8

 

WHERE:  Grand Hyatt Denver, 1750 Welton St, Denver CO80202

 

 

 

Speaker:  Leslie Chambers for BMC will speak on the subject of Solving IT challenges in the 21st century 

 

BONUS:

- Indiana University (a FootPrints customer) is presenting during Educause with an online conference (which runs in parallel to the live event for people who cannot attend the live event.)  You can find the details of her session here  and follow her session specific hashtag #E122_OL18. 

 

- PLUS....GET YOUR OWN FREE DANCING ROBOTS - BOOTH 855.

 

See you at the show

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We released a podcast a few weeks ago that has been tracking very well. It's a  fast-moving conversation with Chris Dancy, a social media influencer and new member of the Office of the CTO at BMC Software, and Anthony Orr, director of Service Management for the CTO Office at BMC.

 

If you haven't taken a chance to listen, TRUST ME, you should.

 

From Twitter to LinkedIn to Facebook, consumers are using social media to stay connected in their everyday lives. So, how will this impact the world of IT services?

 

Learn how social media enables hyper-niche communities to thrive within today’s companies — empowering people to easily collaborate and quickly get the information they need to help the business grow.  Can social media be a “force for good” and help drive continual service improvement? What do the experts think? ...

 

 

All this and more when you listen in.... or revisit for a second time.

TAKE A LISTEN:

More BMC podcasts: bmc.com/podcasts

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