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Welcome to the New I.T.

Posted by David Manks Feb 18, 2014
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The more things change…

By now you've heard about how the New IT will make your life easier and solve all of your IT problems and issues, right? How it will give you more time back in your day, make you more productive than ever before, and allow you to actually take a lunch break and even leave work early (okay, maybe just on time) to get to your kid’s soccer game?


The better they get.

We have anticipated this revolutionary new world, where digital services not only enhance our lives but actually respond to our specific needs, for years.  The wait is over.  Today, BMC introduced an innovative experience that will truly change the way users interact with IT — a legitimate, authentic, New IT and a more simplified and streamlined process for IT service delivery.


But first…

Why do today’s users demand and deserve a better experience from IT? Because they've seen that a better experience exists—when they visit online marketplaces like Amazon, when they search for, purchase, and download apps to their smartphones and tablets, and when they try out some of the booming consumer-friendly businesses sprouting up around the US and around the world; all designed to meet individual needs, in real time, with reviews to report results.


Businesses like these succeed because they recognize a consistent and particular area of opportunity and rise to meet it. For example, Uber, the successful venture start up that matches drivers and passengers with car service and car shares, saw that resident taxi services in major cities weren't adequately meeting the needs of commuters and other potential passengers. A simple, easy to use app allows more people to get where they need to go, faster and often in their choice of hired car.


Taskrabbit, another popular app, matches pre-screened individual service providers (including home improvement, errands, home office, and more) with customers who are too busy or okay in my case too under-skilled to complete the work themselves. Customers describe their need and set a deadline, and interested “taskrabbits” respond to open jobs. Needs are met quickly, easily, and at a fairly negotiated price, and customers post reviews after jobs are complete.


So what can IT learn about how to respond in this age of consumer-driven innovation?


  • Users don’t want to wait, especially if they know a service can and should be faster.
  • Users know what they want, and they are the best people to describe their needs.
  • Users want to share their experiences, good and bad.
  • IT can learn from users, and can put that knowledge to work to improve services.
  • IT can benefit from reduced friction with users, reduced downtime, increased productivity, and more time directed to other valuable projects.


The era of users passively (or impatiently) waiting for IT to respond to their needs, never sure of where they are in a queue or when they can expect a resolution, is over.



The New IT is:

  • Mobile first.  It must be anytime – anywhere accessible
  • Dynamic. It adapts to preferences for autonomy and insight.
  • Location-aware. Resources are easy to find and services are matched to user parameters.
  • Collaborative and social. Through crowd-sourcing, commenting, and appealing to the “hive mind,” everyone benefits from shared information.
  • Formless. Getting IT needs met is simple, straightforward, and to the point.
  • Personalized. Appointments are made around users’ schedules and preferences.
  • Integrated. A help desk shouldn't be isolated or difficult to find—it should be part of a larger suite of custom, contextually-appropriate offerings.


How can organizations deliver these kinds of best-in-class services? Successful outcomes are the result of a willingness to seek opportunities to better serve your users, to be flexible in meeting their needs, to adopt lean practices and methodologies, to keep pace with changing technology (like cloud delivery and ITOM integration), and to look for efficiencies and innovations at every step. When you embrace the New IT, you embrace the renewed significance of best practice service delivery and process automation in the age of digital business.


Be sure to check out our exciting new product innovations that can help organizations deliver these kinds of best-in-class services:

BMC MyIT 2.0
BMC MyIT 2.0 is a next-generation self-service app that reduces IT friction, cuts support costs and boosts customer satisfaction. MyIT enables greater business user productivity through social collaboration, more freedom via context aware services and ease of use with formless IT.  Now available with both Remedyforce and Remedy, MyIT 2.0 is currently in beta and will be widely available in April of 2014.  Click here to learn more.


Remedyforce Winter 14 Release
Remedyforce Winter ‘14 is the latest release of our fast-growing cloud-based ITSM system built on the platform. With this new release, MyIT 2.0 and AppZone 2.0 are now fully integrated with  Remedyforce.  Check out the new capabilities in Remedyforce Winter 14.


BMC AppZone 2.0
AppZone is a universal app store that gives employees easy access to cloud, mobile, custom and desktop applications. To drive adoption, employees can comment, rate and share apps they enjoy, allowing others to on-board applications based on peer selections. For IT, an enterprise app store provides the ability to procure, publish, secure and manage apps across the organization.  More information on BMC AppZone 2.0.





The New IT

Now that you know what the New IT can be, see how your organization can help define the new standard for service delivery and even join in on the conversation and register to win a Beats Headphones at #itforthewin.   You might just get to leave work early after all.

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It seems that app stores are becoming the favorite gift this holiday season.  App stores are of course well known in the consumer world, and now their popularity is rapidly increasing within enterprise environments.


Gartner predicts that one out of four organizations will have an enterprise app store by 2017.  I mean, what company wouldn’t want their own iTunes or “Amazon-like” Marketplace to market and sell their applications and services.


Well now they can with BMC Marketplace.  Today BMC announced how BMC Marketplace accelerates the Enterprise App revolution.


In the past setting up your own app store to market solutions has been time consuming and very costly to design, develop and deploy.  Onboarding new partners and managing published content also consumes a lot of time.


With BMC Marketplace, organizations can now have their own private branded marketplace to market and sell private-label mobile, cloud, custom and desktop applications -- twice as fast as any custom alternative.  How's that for quick time to value?!  Even Santa would be impressed with how fast you got to market.


BMC Marketplace.pngMarketplace will present your company's personalized branded image to customers.  Administration overhead is also low to onboard new developers or partner solutions.


A few additional gifts from Marketplace include:


  • Social capabilities so that customers can see peer ratings and reviews
  • Automated tools that enable partners to easily publish applications, while you retain control over approval and workflow processes
  • Transaction processing and fulfillment including auto provisioning to streamline delivery
  • Even lead distribution and tracking with your partners so you can work jointly on deals


All of this expertise and rapid results are available today with BMC Marketplace.  You can even request a
personalized demonstration
, and/or interact with the community.


How’s all that for a great holiday gift this holiday season and all year long?


Happy and healthy app selling this holiday season.



MyIT enters the AppZone

Posted by David Manks Oct 7, 2013
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82% of employees now rely on multiple applications in the workplace. After all, the apps that we use in the workplace are the life blood of business today.  Or so said a recent survey we commissioned with Forrester, and I have no reason to doubt it: it seems like almost every organization I meet puts getting better visibility and control of apps, especially mobile apps at the top of their priority list. 


Combine this explosion in business-critical mobile infrastructure, with the increasing pressure for IT to provide a more accessible and consumer like experience, and you get something that looks an awful lot like MyIT 1.5 - released last week at the WW Remedy User Group event.


In addition to now being available across multiple mobile platforms and providing multi-language support, MyIT 1.5 also boasts a seamless integration to our enterprise app store: BMC AppZone.



Having everything on tap


You build it, but will they show up? Like any other self-service initiative, to be really successful an enterprise app store has to be easy to access and very easy to use. MyIT’s purpose is to bring important IT services together in one simple app and make them much easier to consume. This makes it a very natural home for an enterprise app store.


The new integration means people will be able to locate and install apps with just a few taps, from any device and any location. It also opens up the possibility of using apps as an integrated part of the other services MyIT provides. You could embed an app as a response to a search for knowledge in MyIT, or as a response to a service request for example.



Where next?


One thing is for certain: you’ll continue to see MyIT evolve and we’ll continue to add more capability - but how would you extend MyIT? What capabilities or integrations do you think would make the biggest difference to the employees you support? I’d love to know! So drop me a note in the comments below or you can find on Twitter as: @dmanks





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Exploring the Enterprise App Store: Join us live!


Quietly and gradually a revolution has occurred in the way applications are procured and owned within organizations. Like the proverbial frog slowly boiling in a pot, some businesses are coming to understand just how diverse their application population has stealthily become. More concerning is the fact that IT acknowledges how little control and visibility they really have over much of it.


No longer a luxury


It’s no surprise, then, that providing a viable and easy to use enterprise app store as an alternative to the plethora of unmanaged sources is one of the top priorities of many of the organizations I talk to.


I really hope you can join my colleague Warren Lynne and me on August 28th at 11am CDT (GMT -6) as we dig a little deeper into the trends driving many IT organizations to invest in building an enterprise app store.


We’ll show you how you can get better control of the whole app lifecycle from procurement through provisioning. We’ll also look at some of the concerns organizations share over the new risks mobile computing and BYOD bring and what you can do about them.


Keep it simple, keep it in one place


For an enterprise app store to really work and hold the attention of the modern employee, it has to be well laid out and incredibly easy to use. Oh, and by the way, you also have to make sure people can get immediate access anytime, anywhere!  Sure, isn't that easy. 


Well it is with BMC Appzone.  In our webinar, we’ll explore the importance of accessibility and usability in building your app store. You’ll also discover the benefits that come from centrally managing a wide range of applications across multiple platforms in one consolidated system.


See BMC AppZone in action


A demo speaks a thousand words, so we’ll conclude the webinar with a look at BMC AppZone live. So what you waiting for? Register now and I’ll see you on August 28th at 11am CT (GMT -6) !







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Searching for and downloading apps has become second nature to most people who are a part of the mainstream adoption of smart devices. Even my only non-smartphone carrying friend often uses the phrase “ask the wizard” when we are wondering about where something is, what’s on the menu, the score of the Astros game or just about anything you can ask Google or accomplish with a mobile app in seconds. Using technology to make our lives easier is no longer just for geeks. It is so commonplace that we often forget what life was like just a few short years ago.


…Unless, of course, we are talking about at work, where the majority of companies have not kept up with the times. Business professionals know they can accomplish their work more efficiently using various tools and applications that are available for download.  On the surface, it sounds like a win-win situation – right?  Employees are happy helping themselves to the tools they desire and need to do their jobs, and companies get a more productive workforce to boot.


Unfortunately, in most cases, gaining access to these applications and going through the significant number of company approval channels required to gain access to them can take days, when the solution is usually needed right now.

Old New.jpg
Once again, IT departments are forced to be the wet blanket in this exciting world of endless possibilities. It’s no different than 10 years ago when IT departments had to regulate and monitor what software employees loaded onto their company desktops. Security must be maintained, compliance regulations must be met and company assets need to be protected. There is an inherent conflict between the evolution of how consumers now find solutions to help themselves and how employers traditionally administer tools for business needs.


Today, BMC Software announced the continued focus on helping to ease this IT friction with the introduction of a new enterprise app store based on an acquisition of leading enterprise application store and marketplace provider, Partnerpedia. Only months after the successful introduction of MyIT, this announcement signifies another milestone validating the BMC commitment to streamlining the personal and professional experience for end-users.


BMC is making it easier for users to access applications centrally by offering an enterprise app store that provides employees secure, autonomous access to the cloud, mobile, custom and desktop apps they need to do their jobs anytime, anywhere from any device. Designed for smartphones, tablets and desktops, BMC AppZone ensures corporate policies and procedures are met while giving employees the user friendly experience found in consumer-style application stores.

With the rate at which people tend to upgrade, change or add new devices to their collection, eliminating device level monitoring complications is a huge breath of fresh air for both IT departments and users.




IT professionals don’t want to be the Kevin Bacon role in Animal House. Remember him?  He was the one standing in front of the enraged mob saying “remain calm – all is well”. 

IT wants to provide a simple way to give users what they want within the rules and regulations that they are bound by.




I am excited and encouraged to see businesses seeking and adopting ways to bridge the gap and am eager to see IT become a no brainer on the party guest list.

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I.T. Friction and Social Media


What are People Saying About Their I.T. Experiences Online?


If you’ve ever had your work stopped or hindered by an I.T. issue, or if you’re an I.T. person frustrated by the fact that all of your calls seem to be for the same issue, you’ve experienced I.T. friction.  I.T. friction is not only the loss of productivity that those issues cause, but also the difference of perception between the I.T. person and the end user. Thanks to a first-of-its-kind Forrester Research report titled “Exploring Business and I.T. Friction: Myths and Realities,” we are finally getting a real picture of those productivity loss costs, and the numbers are eye-opening!


An astonishing 86% of the end-users the report studied lost an average of 18 work hours a month (that’s 5 full weeks a year) because of I.T. issues, to the tune of over $100 billion in lossesNow do I have your attention?


To follow up on Forrester Research’s report, we’ve been doing some of our own digging to find out how I.T. friction plays out on Twitter. We wanted to learn what specific I.T. issues end users typically have; what concerns do end users have about I.T. support experience; and what drives end-users to talk about these experiences online? To that end, we studied almost 200,000 I.T. support experience-related mentions from April 1, 2012 –April 1, 2013.


Our first finding is that a vast majority of the sentiment we’ve seen online around I.T. conversations is overwhelmingly negative. In fact, 63% of what we saw online falls under this category, with the remaining 32% being labeled “neutral”, which leaves a mere 5% for positive experiences with I.T.


Let’s have a look at some representative tweets:


Believe it or not, Trinderella, the purpose of the I.T. help desk at your work IS to help people. As any I.T. veteran can tell you, there are a lot of factors that can chip away at your I.T. department’s ability to do their jobs effectively, and a breakdown of communication between I.T. and the end-user is often at the top of that list.

TJ Jablonski.png

Well, I can certainly understand your frustration with I.T., TJ, but maybe they just have a cold.


Clearly, I.T. friction exists, and it is a problem we hope to solve with MyIT.  However, one person offered up an interesting solution:

Katie Parch.png


“I.T. puppies”?  Well, that’s something we hadn’t thought of.  Not sure if HR would approve, but we certainly think it would ease some stress levels.

IT Puppies.png

“You’re not helping, I.T. Puppy!” (Image by K. Kuszpit obtained through Creative Commons)


Stay tuned for more results from our social listening around I.T. friction. We’ll be taking a closer look at why end-users decide to make their complaints so public on social media, the breakdown on what they are specifically tweeting about, and what is to be done about all this.


In the meantime, let us know your thoughts on our findings so far and your experiences.. Why is so much sentiment online only negative? Is it just a case of no one noticing when I.T. does their jobs well?


Let us know in the comments below or tweet me David Manks!