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IT Service Management

156 Posts authored by: ITSM Guy
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By Lorena Mendoza, Chief Executive Officer, AIS Sistemas Avanzados de Información


Technologies that automate processes to improve service delivery are providing exciting benefits to enterprises in emerging markets. This is particularly the case with Business Service Management (BSM) solutions. BSM is a unified platform that simplifies and automates processes for many it disciplines. It enables it organizations to save time and money, improve decision making, and align more closely with the business.


As compelling as the benefits of BSM are, however, enterprises in emerging markets have hesitated to implement aggressive BSM strategies. Nearly 10 years ago, when AIS first started talking to clients about BSM, the reaction was often, “We don’t need BSM; we have plenty of people to manage the IT infrastructure.” At the time, IT executives indicated that it would be more cost effective to hire additional people than to implement BSM solutions.


Today, however, many of these same enterprises recognize that manual efforts are no longer viable to support large enterprises with huge IT infrastructures. IT costs are rising, and users are suffering from poor performance, outages, and slow response to issues and problems.


Now is the time for these enterprises to adopt BSM because of the close alignment between process and technology. For example, IT service management processes have matured over time. The value of best-practice processes, such as those outlined in IT Infrastructure Library® (ITIL®) guidelines, has been proven time and again in thousands of businesses around the world. BSM solutions are available that embrace these proven processes. Still, some IT executives may be concerned that implementing BSM is too ambitious, too expensive, and too time consuming.


The good news is that enterprises don’t have to implement all aspects of BSM at once. In fact, the best path to BSM is a phased approach in which IT moves in deliberate increments, gaining significant and demonstrable value with each increment.


There has never been a better time to adopt a BSM strategy. For more insight and real-world success story ...

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It’s interesting what you can glean from a little water cooler talk.

Monday Arm Chair Quarterbacks mouthing off, updates on the new baby… and good, old-fashioned company gossip.


So, today I overheard the rumble… someone spouting off that they see BMC Software as” overloaded with service desk products.”


And given all the acquisitions and launches of new products… it’s no surprise.


But I AM curious… and given the climate in ITSM, what IS BMC Software up to?


Then this memo floated across my desk….


Join the ITSM launch event live!

BMC showcases new releases across the entire family of ITSM solutions and discusses the critical 2013 service management challenges that are driving innovation.

Paul Avenant, President of Enterprise Service Management and BMC experts Simon King, Senior Director of Product Management and Matt Dircks, VP Products will discuss all things ITSM - including:

  • Trends in 2013 – collaboration, mobile and the new service imperative
  • New releases of BMC Remedy, FootPrints and Remedyforce
  • Finding your fit and getting hands-on with our newest technology

Don't miss this opportunity to participate LIVE on Thursday, October 11th at 10:30 a.m. Central Time

(4:30 p.m. UK, 5:30 p.m. CET)

Visit the launch page to add it to your outlook calendar now.



SO, What’s in it for BMC and ITSM?

I know where I will be… listening this THURSDAY to get some answers and insight. Perfect way to spend my working lunch.

How about you?

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I love the idea of multi-tasking. It can be hard at times, but now, I can sort mail and listen to a podcast at the same time - technology is a wonderful thing.


Today I stumbled upon a great podcast that is part of a Global Services Blog by Eric Holman. 


It's an interview with David Cannon, senior director for the IT Service Management consulting group. As a pioneer in the IT Service Management industry, David Cannon brings a wealth of hands-on experience, delivering value to customers across all verticals. As the new Director of BMC’s ITSM Consulting Services Practice, David also has a fresh perspective on the unique value that BMC provides customers.


With organizations in all industries facing a host of new opportunities and challenges including moving to the cloud and the explosion of mobility, the ability to understand, design and measure key capabilities becomes paramount.


What does David see at BMC? Clear Focus. Strenghth of skills and resources withinin the company. And a culture of people willing to get things done right - and who are passionate about what they do.


Tune in to find out what it means   to take a transformative approach to IT Service Management and how doing so can help achieve your top goals.





David Cannon is a Fellow in Service Management and recipient of the itSMF Lifetime Achievement Award, and was the founder of the itSMF South Africa, president of the itSMF USA in 2008, and chairman of the itSMF International Executive Board in 2010.  David co-authored the Service Operation book for ITIL v3, and authored the 2011 edition of the ITIL v3 Service Strategy book.

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There are many vendors today offering SaaS applications for IT management. That makes for a lot of product announcements, market noise, and confusion — and misconceptions.


Here are three common misconceptions and some advice on what to look for as you navigate the many choices.

1. All SaaS applications are created equal.

Not true.

Just as with traditional software, there are important considerations beyond basic capabilities and price. Important considerations include availability (which may be more critical in some industries than others), privacy, and security. Privacy and security may be critically important for businesses that are in regulated industries or that conduct business in Europe, where privacy regulations may require that data be housed in the country in which it is generated. In these two cases, larger, more established SaaS providers may be able to meet these requirements more cost-effectively.

2. SaaS applications are inherently less secure than on-premise solutions.

Again, not true.

Data that resides on an on-premise server may actually be less secure than data stored in a cloud application. Data on a local server can be hacked or can walk out the door on a thumb drive or a mobile phone. Data in SaaS applications typically is housed in off-premise data centers that are protected by high-grade firewalls, secure transport protocols, multitenancy technology, and enterprise-grade security. SaaS providers are in the business of providing service assurance, not just renting software capabilities; thus, they can usually provide better security and privacy than you could for yourself.

3. Moving to SaaS means sacrificing functionality and best practices.

Absolutely not true.

In fact, for many organizations, moving to SaaS may provide functionality and best practices that they could not have acquired cost-effectively any other way. With a good SaaS application for the IT help desk, businesses should not notice any difference in basic functionality. You are still getting the functionality in coded software that’s been developed, programmed, and continually improved over many years. It’s simply a different ownership model.



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By now, you’ve probably heard that BMC is acquiring Numara Software. This is no small thing: Numara is the leading ITSM provider for the mid-market with more than 13,000 customers worldwide. They’ve got advanced technology, loyal customers, and smart employees. We’re happy to welcome them to the BMC family.


As a Remedy user, your question is probably, “So why do I care? What does this mean to me?”


From the day-to-day perspective, probably not a whole lot. Numara’s products allow us to offer ITSM solutions to a broad range of organizations, but since you’ve got Remedy already, you’re probably not evaluating FootPrints and Track-It!. (Feel free to check them out, though, they’re great products.)


What the Numara acquisition does mean, is that BMC is stronger than ever in the ITSM space.

It gives us more resources, more brainpower, and solidifies and extends our leadership.That means that you get more innovation, more support, and more security in your investments. All good stuff.


And what doesn’t it mean?


It certainly doesn’t mean that we’ve forgotten our roots. Our commitment to our Remedy customers remains as strong as ever. ITSM at BMC is built on Remedy. Continued innovation and growth means that we can give you an even better ITSM experience.

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Whether you are buying a new car, a new home, or even IT management software, having choices is valuable. 

And if you are already a customer, isn’t it comforting to know that you also have choices? For instance: your choice to continue what you are already doing;  or the choice to try something else that might be an even better fit; or the option to add something new that you didn’t have before.


The BMC + Numara Bonus:


For example, if you already own Numara’s FootPrints or Track-It!, you can keep using the products that you already love, and simply know that you just inherited a new range of safe, proven directions-- should you ever grow and  need to expand. 


That’s why the combination of BMC Software and Numara is so great for current Numara customers. BMC is committed to maintaining these great products and supporting them just as Numara has done.  BMC recognizes that customers love Numara.  In fact, customers like you helped Numara win the Service Desk Institute Supplier of the Year Award for 2011. We are committed to the roadmap for these products, and inspired by what we can do together as leaders in ITSM. You should expect some good things to come as talented Numara and BMC engineers start working together. (We can’t give specifics just yet!)


A quick tour of some options:


If you want to try something new, like network configuration management, BMC’s Network Automation will help you build on the configuration management that FootPrints provides for client devices and servers.  Same thing applies for BMC Atrium Discovery and Dependency Mapping, which expands the inventory management capabilities of FootPrints to discover over 32,000 applications, software configurations, and devices. Now do you get it? And don’t forget about BMC End User Experience Management, which gives you insight into the critical performance of web-based applications from the REAL end user perspective.  The combination extends the investment you already have in Numara products ...  And each of them is easy to use with quick implementation, which means you get rapid time to value.


And last, but certainly not least:  SaaS:


We all know that SaaS is hotter than a $2 pistol on the Fourth of July right now.  But did you know that BMC has the fastest growing SaaS IT management solution in world?  It’s tailor-made for organizations that typically are between 500 and 5,000 employees in size.  It’s called Remedyforce and it includes the benefits of BMC’s 20 year leadership in IT Service Management and runs on the industry’s leading SaaS platform,  If you are a current Numara customer and interested in exploring what SaaS could mean for your organization, Remedyforce is a yet another great choice to consider.


BMC had a choice when we decided to expand our business and serve the needs of a wider range of IT management customers.  The choice of Numara was easy – great products and a great team.  As a customer, we believe you deserve the same – choice, and options.  WOW,  now that’s a refreshing idea from a market leader, isn’t it?

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Comprehensive service desk solution enables fast time to value for ITIL®-compliant incident, problem and change management


Tradentrix, LLC,a business specializing in data storage and virtualization, is implementing BMC Software’s  easy-to-learn and use, affordable SaaS-based help desk solution, BMC Remedyforce Service Desk. BMC’s Remedyforce Service Desk solution is a modern, intelligent and comprehensive IT Service Management(ITSM) solution that speeds adoption of IT Infrastructure Library® (ITIL)standard processes for incident, problem, change and asset inventory managementwith embedded best practices. In Remedyforce Service Desk, BMC coupled its twenty years of experience in delivering ITSM solutions with the power and stability of’s proven cloud platform:


Houston-basedTradentrix provides small and medium-sized businesses with enterprise computing solutions, such as virtualization, managed computing, business continuity and disaster recovery planning. The company previously handled customer issues manually through email and phone, but with the recent on-boarding of additional customers and overall business growth, Tradentrix sought to better streamline this process. Additionally, the company needed a way to give customers greater visibility into the progress being made on issues and requests.


“Remedyforce allows usto track incidents for our customers and provide problem resolution in a timely manner,” said Brian Trudeau, vice president of engineering and CTO,Tradentrix. “With BMC, we can very easily monitor SLAs and give customers transparency into their incidents.”


The functionality and scalability of the BMC Remedyforce Service Desk platform enables Tradentrix to greatly enhance responsiveness with its customers and service network. With the BMC Remedyforce Service Desk solution, Tradentrix customers can now track the progress of their own incidents and requests. Furthermore, Tradentrix can provide same-day service with a streamlined process that enables multiple employees to access service issues.


Fast-growing companies like Tradentrix rely on SaaS-based solutions to drive greater efficiency in their service desk and IT operations. Learn how the BMC Remedyforce Service Desk solution helps businesses meet their growing service desk and IT management needs at BMC Remedyforce Service Desk.

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By Dick Stark, President, CEO, and Founder of RightStarSystems


Public sector IT budgets haven’t been hit as hard in recent years as those in the private sector. That’s likely to change quickly, however,due to all the negative publicity around budget shortfalls and concerns over deficit spending and rising debt.


In response, many public sector CIOs are stepping up their cost-cutting efforts. In August 2011, U.S. Navy CIO Terry Halvorsen announced an initiative to cut 25 percent from the Navy’s IT budget over five years.


Cloud computing, data center and application consolidation,investing in thin clients, working on department-wide enterprise technology licenses, and implementing rigorous spending controls will play an important role in achieving this goal.


Cost cutting is an escalating priority within public sector IT organizations — not just at the national level, but also at state (orprovincial) and local levels.


Around the world, governments are concentrating on reducing spending and debt. These efforts are forcing public sector IT organizations to become proactive in improving service quality while bringing down costs.


In our experience with public sector customers, we have observed five key objectives that CIOs are pursuing:

  • Data center consolidation
  • Cloud computing
  • A do-more-with-less strategy
  • IT transformation of the business
  • ITaccountability


Many government agencies are discovering that they can apply IT service management processes and solutions to help them achieve these objectives.


Read the rest of this important paper



Dick Stark is President, CEO, and founder of RightStar. He has more than 25 years of experience in leading, building, and managing technology companies. During his career, he has also led and managed technical , consulting, and finance operations. Stark is a graduate of Stanford University and a Project Management Professional(PMP).

About Rightstar

RightStar is a leading provider of ITIL-based service management solutions for upper-middle market firms and government agencies. As an Elite BMC Software Solution Partner, RightStar develops its own add-on modules and provides consulting, design, and implementation services for BMC Service DeskExpress and BMC Remedy ITSM products. RightStar also conducts on-site ITIL assessments and provides strategic recommendations for delivering services to the business more efficiently. In 2011, RightStar was awarded BMC’s ESM North American Solution Provider: Public Sector distinction.

For more information on RightStar, visit

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Guest Blog By Jack D. Bischof, Accenture



Software as a Service(SaaS) offers several high-potential advantages for organizations thinking of adopting the model:substantial savings in capital outlay for software and environments,reduced operating expenditures for maintenance and support,elimination of software upgrade investments, and so on.


SaaS also enables simplementation of services and capabilities at a speed that has never before been possible and,as a result,creates the potential for rapid and continual innovation.


However, along with these benefits comes the need for IT to build and manage a hybrid operating environment that combines internal IT services with those provided by outside sources. To ensure that the new environment delivers maximum value to the enterprise, follow the five strategies outlined here;


1.      Focus on Innovation

2.      Establish Controls

3.      Ensure You Have the Right Management Solutionsand Tools

4.      Foster Evolution in the IT Organization andOperating Model

5.      Carefully Identify Services Appropriate for SaaS


Read the entire paper to learn the details

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The service desk and ITSM markets continue to change and you need to change with them.  How are plans for SaaS, cloud and the service catalog impacting your decisions for 2012?


Join us for a discussion with Simon King, Sr Director of Product Management for BMC’s ITSM portfolio on the latest trends in ITSM and how BMC is assisting customers to prepare for the future.



Get Cooking with SaaS

Posted by ITSM Guy Jan 9, 2012
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By Anthony Orr, Director,Service Management in CTO Office, BMC Software



A well-known American idiom says,“Now we’re cooking with gas!” Its origins lie in the 19th century, with the advent of gas stoves. Stove manufacturers used the line in advertisements to suggest that cooking with gas was more efficient and effective than previously dominant wood-burning stoves. Even today gas is still preferred by many skilled cooks. Unlike on electric stoves, the burners on a gas stove take no time to heat up, and the heat level can be fine-tuned to the cook’s liking.  Cooking with gas is still more effective, efficient, and convenient than most other cooking methods.


Software as a Service(SaaS) is the IT version of “cooking with gas.” SaaS can help you deliver applications to your users — and manage those applications — more effectively, efficiently,and conveniently than traditional models. BMC, for example, has adopted a “SaaS-First” approach to application adoption within its own IT organization,implementing at least one new SaaS application per quarter.


There are numerous obvious benefits with SaaS. Since the SaaS vendor takes care of building and hosting the product as well as maintaining and operating it, the in-house IT departmentis no longer responsible for these duties. IT is also “off the hook” for hardware procurement and installation, as well as for availability and disaster recovery management. Shifting these responsibilities to an outside vendor can result in significant savings in hardware and related costs, electricity costs, and operator support.


Adoption of SaaS tools allows IT to offer new capabilities more rapidly while also improving ROI for software investments. In terms of ROI, of course you should consider the initial purchase costs, depreciation, and maintenance of traditional software. You should also look at the costs of external consultants, internal labor, and other factors when you are trying to figure out the cost.


Pay special attention to the issues of maintenance and upgrades. Do you heavily customize certain licensed software? With SaaS, enhancements tend to be delivered incrementally over shorter intervals. Such piecemeal upgrades are more likely to be adopted quickly. End users can realize the benefits of enhancements much more quicklyand frequently, while avoiding costly maintenance fees.


SaaS can help you to reduce costs while also improving IT’s ability to offer new capabilities. Yes, taking a SaaS-First approach does come with its own challenges, but those are outweighed by the potential benefits. With the right management tools and prescriptive guidance,you can take advantage of these benefits. Time to get cooking!



About the Author

Anthony Orr is director of Service Management in the Office of the CTO at BMC Software. He has more than 30 years ofexperience in managerial, consulting, marketing, and technical positions for IT service management strategies and implementations. He is currently working on the ITIL v3 publication update project as an author. He is also a senior examiner for APMG with responsibilities for the ITIL v3 exams and scheme. Orr is a frequent speaker on best practices at industry events and BMC customer forums.

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Once an enterprise has invested in a software solution, itsnext major concern becomes realizing value from its investment. For example,during the initial implementation and rollout of a solution, customers may lackaccess to the latest vendor best practices and technical guidance needed to besuccessful.


To minimize project delays and risks to user adoption,product and support issues and questions need to be resolved quickly. What’smore, after the implementation “go live”, there is often a need for a trustedadvisor  who can ensure the initial andongoing realization of value, as well as the alignment between your business  objectives (and future implementation plans)and your vendor’s product roadmaps and release schedules.


BMC Premier Advanced Support is the highest level of supportavailable to BMC customers. Designed for customers who want a premium,proactive service that provides greater interaction and relationship withhighly skilled BMC support and services resources, BMC Premier Advanced Supportincludes designated points of contact within BMC who understand your uniqueenvironment and business needs. This knowledge is used to ensure efficient andeffective resolution to support issues and to provide contextualrecommendations for achieving maximum value realization from your BMCinvestments.


BMC Premier Advanced Support creates a strategic partnershipbetween BMC and our customers, enabling us to work together as a team to ensurea solid return on investment. It helps you shift your focus from reactivesystems operations and support to proactive Business Service Management (BSM),a unified platform that simplifies and automates IT processes, improves decision-making,and orchestrates workflow across cloud, virtual, distributed, and mainframeresources.


The key objective of BMC’s Premier offerings is to provide a higherlevel of support to customers who have made a significant investment in BMC Softwareand have higher support expectations or require a higher level of understandingof their environment from BMC. The typical customer views its BMC systems asmission critical and/or has large or complex installations, often withcustomizations and multiple integrations.


Once an enterprise has invested in a software solution, itsnext major concern becomes realizing value from its investment. For example,during the initial implementation and rollout of a solution, customers may lackaccess to the latest vendor best practices and technical guidance needed to besuccessful.

To minimize project delays and risks to user adoption,product and support issues and questions need to be resolved quickly. What’smore, after the implementation “go live”, there is often a need for a trustedadvisor  who can ensure the initial andongoing realization of value, as well as the alignment between your business  objectives (and future implementation plans)and your vendor’s product roadmaps and release schedules.


BMC Premier Advanced Support is the highest level of supportavailable to BMC customers. Designed for customers who want a premium,proactive service that provides greater interaction and relationship withhighly skilled BMC support and services resources.


Join us for a discussion with Mary Morgan, Sr.Director of BMC's Premiere Support Group.







Learn more about BMC's Premiere support offerings


Do you need an MBA to run IT?

Posted by ITSM Guy Dec 19, 2011
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IT leaders are faced every day with requests for more services along side the need to balance their budgets and justify their existence. In the constantly changing world of IT.


Are you ready to execute on the opportunities that arise? Do you know whether you are doing a good job of costing your services? Do you feel like you need an MBA to run IT as a business?


“What IT leaders need is a platform that allows them to accomplish transparency, based on a services orientation, to be able to align with business demand and priorities and to do some supply chain management,” says Dan Trevino.


  • Every IT executive is acquainted with the concept of running IT as a business, rather than just a service... But what are we missing here?
  • Where is a good place to start with this transformation?
  • How does a service catalog come into play?
  • Do you need an MBA to run IT as a business?


Join us as we talk with Dan Trevino to hear some straight talk about running IT as a business.





Dan Trevino is a Senior Product Marketing Manager supporting the IT Business Management initiative at BMC Software. Trevino focuses on the go to market strategy of IT Business Management solutions, including their integration across all aspects of BMC Software. Other responsibilities include marketing plan development, event execution and field enablement for those solutions.


His previous roles at BMC include providing marketing support for the BMC Cloud initiative and helping to lead the research and design of the IT Governance, Risk, and Compliance (ITGRC) solutions built upon BSM capabilities. Dan’s IT career spans five decades and his knowledge of IT solution design and process engineering are key factors in his role providing marketing and sales support.

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BMC recently announced that momentum for SaaS based IT Service Management and Service Desk solutions continues to pick up steam. 



We had a chance to catch up again with Chris Rixon, Sr Principle of Product Marketing for BMC's SaaS Solutions and talk about the recent announcement, the global momentum that is Remedyforce and some new features.




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As an IT support leader, you require a help desk solution that improves customer satisfaction and availability, while also reducing costs. However, managing a support infrastructure requires an investment insystems, and more importantly, in hiring, training, and retainingadministrators — taking away dollars that could be used elsewhere. As a result,you may be considering ways to offload the cost of management, administration,and maintenance of your help desk and service management solutions to a SaaS provider.


The world of SaaS and ITSM continues to take off. The Recent GartnerDC gathering confirmed this.


Join us today as we discuss via satellite( remember those days folks, now it is via Skype) with Chris Rixon, Sr Principle Product Marketing with BMC's ITSM SaaS solutions to get the latest updates on BMC's Remedyforce solution as well as an update on the IT SaaS market.




Simplify and AutomateService Management

Take control of your IT service management practice and increase your productivity with pre-configured, ITIL®-based incident, problem,self service, change, and inventory management processes — all from the ITservice desk leader.


With BMC Remedyforce Service Desk, you will:

» Enable your help desk to get users back to work quickly with an easy-to-use self-service portal

» Personalize your management portal with the informationand views you need to do your job

» Control IT asset costs with inventory management

» Reduce training and accelerate productivity throughsimplified, best-practice user experience

» Allow users to communicate their requests in multiple ways— through the web, mobile devices, and email

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