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There has been a running debate for years within the mobile ecosystem on what approach yields the best result for an end user trying to
access complex information resources. Complex information resources can be something familiar to most consumers such as on-line shopping, scheduling a flight, or checking a Facebook status, to something more business-centric such as adding a new application or workflow to the panoply of capabilities we all seem to carry around on our mobile devices.


So assuming the objective is to deliver a compelling user experience that encourages your customers or users to return, then the questions becomes (as noted), to web, or not to web?


Shakespeare.pngTo web: we’re basically talking about a web-centric user experience, and by web I mean a site that is rendered on a mobile device via HTML5. There is nothing for the end user to do but point their browser at a website, and assuming the baseline software on their device is current, they’re good to go. This is easy, convenient, and works well for occasional use where the threshold of sophistication requirements are relatively low. Where it does not work as well is where the process is consistent (that is, routinely transactional), or critical to your day to day (that is, your job depends on it). Vendors that deliver critical services through an html5 interface are doing their customers a disservice, their customers are looking for depth, and they’re not providing it.


Not to web:  in this instance we’re talking mobile apps. When the requirements get complex, when you’re dealing with dense data (e.g. tracking sales KPIs as part of a workflow process), or when you’re dealing within anything in the IT space, such as service management, the app approach is critical to ensuring the compelling event everyone expects. This is where applications like MyIT come into play; navigating complex information resources should not be complex, your users have enough to do without forcing them to deal with the limitations inherent in an HTML5 interface. Treat your customers with the respect they deserve, and give then a mobile app that is specific to their requirements.

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We demoed MyIT to attendees at the ServiceNow's user conference, Knowledge14, in San Francisco. Here's what they thought.

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At his user-conference keynote, ServiceNow CEO Frank Slootman today touted the need for greater business services. For over an hour he worked the stage, guiding the audience through the process of creating a service request definition.


After a few cheap shots at the early struggles of the Affordable Care Act's site, Slootman triumphantly points out how easy it is for employees to find and request a service. What he skips, however, is the sing-and-dance number that goes along with most traditional self-service portals. First, you've to fire up the VPN, log onto the intranet, and sift through a myriad of esoteric terms before finally giving up and calling the help desk.Twitter K14b.png


What's missing is a modern understanding of how people interact today. We don't submit forms, we post comments. We don't call the vendor for support, we search Google for help. We don't follow trends, we're assisted by peer reviews.


By introducing new technology like crowdsourcing, for example, you can reduce routine calls to the help desk, cut IT-related downtime and boost customer satisfaction. To illustrate the value crowdsourced IT brings, here’s a day in the life of Joe, a local sales rep.



Joe, the sales guy, is hosting a customer meeting in the Bahamas conference room. When he shows up, the projector lamp doesn’t work. Sheepishly, Joe quickly shuttles his clients to a nearby but less impressive conference room. Neither IT nor Joe’s colleagues know about the outage; for weeks, staff continue to book the room, only to be disappointed by the broken projector.


When Joe enters the conference room and finds the broken projector, he opens the interactive floor map in MyIT, clicks on the icon representing the Bahamas conference room, and changes the status of the projector to “out of order.”


Instantly, MyIT alerts the service desk about the outage. A trouble ticket automatically opens in Remedyforce and is assigned to a service agent. Additionally, every employee in the building can now see that the projector is down in Bahamas.


Employees following Bahamas in MyIT—staff located on the same floor as the conference room, for example—see an alert posted on their timelines. And thanks to MyIT’s integration with Microsoft Exchange, Bahamas is unavailable when employees try to schedule conference rooms with projectors in the MyIT reservation system.


By empowering employees to help manage IT issues, the IT friction—time lost due to technology-related issues—declines.    The service desk can quickly fix the issues and staff can seamlessly circumvent the problems. Roughly 86 percent of employees around the world lose two days a month on IT-related issues, according to Forrester Research. With MyIT, you can get a day a month back, reducing the monthly loss by 50 percent.

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Any type of service desk needs a powerful technology platform to support their customers.  However, several challenges arise when attempting to choose, deploy and manage a technology platform to support the service desk teams and their businesses. Cost controls, technology complexities, security concerns, automation capabilities, the need to understand and analyze performance, and the capability to communicate with teams and business users in an ever changing collaborative environment, are just a few challenges. Despite these challenges, realizing the vision of a secure, reliable, scalable, automated and collaborative environment has its obvious advantages: operational and cost inconsistencies are managed better; automation enables an enhanced workforce, and business gain appropriate, real-time access to proper analytics and information to run a more efficient business.

Bottom line: well supported service desks help any company better respond to their customer needs, lower global operational costs, maintain governance and costs, and most importantly improves customer satisfaction levels, both internal and external.

The service management industry has a challenge in developing and maintaining a standardized, automated, workflow based environment that can consolidate information across all user types, departments and functional roles, as well as, manage the ever changing IT environment. Most organizations today are facing environments consisting of too many systems, on premise and cloud applications, dis-jointed processes and poor collaboration capabilities.


Powerful Platform

Choosing a business application designed on a powerful platform enables any customer to receive maximum value through an entirely automation based IT (or otherwise) solution, simplified configuration tools, a social based collaboration system and simplified deployment in secure, reliable and scalable architectures (on-premise or cloud).

Specifically to our IT market, an ITSM solution can transform any service desk, help desk or service management team from reactive service providers to a proactive, strategic business enabler. You can manage costs, service better and achieve rapid implementations by leveraging a powerful platform. Here are items to consider when looking for a powerful platform to support IT and the business.

Fully Automated & Completely Configurable

  • Highly configurable from field & forms to dashboards and processes
  • Automation based on standards, or company specific - dynamic workflows
  • Configurations and business processes that are preserved on upgrade

Broad Integrations & Business Extensions

  • Integration into various IT solutions for end-to-end support
  • Extensible platform to support any service desk need
  • Single, consolidate view of the entire enterprise

Modern Social, Mobile and Collaborative Capabilities

  • Social, multi-channel based communications
  • Mobile platform to support on the go workers and everywhere business users
  • Collaborate across any business channel

Quick & Reliable Implementation via Cloud or On-Premise

  • Modular approach to support growing service desk needs
  • Easy implementation and administration to realize value quickly
  • Secured and scalable to support global businesses


These concepts are all key components to business success. For more reading on these important concepts, and reasons why we've partnered with industry leaders to provide a powerful platform, click here.


Jeff Moloughney

Solutions Marketing


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Kicking off its annual user group meeting in San Francisco, Knowledge14, ServiceNow fires a volley across the bow, unveiling what it’s been working on for years: “closed-loop change management.


Surely there’s something more exciting in ITSM today? So, my colleague, Eric T. Tung, and I headed over to the Moscone Center and talked to attendees about the New IT. It’s not magic, but it does turn IT into what it's meant to be:


  • K14 Pedicab Small.jpg
    Immediately provision great ideas. Innovation can’t wait a week for servers to spin up, and cost should no longer be a problem when testing new ideas.
  • Automatically address security gaps with self-patching systems and self-generating audit reports.
  • Stay productive. IT gives you a “loaner” laptop – personally configured with all your content – while emergency maintenance stops your hard drive from crashing.

Unfortunately, many help-desk software vendors lack the modern technology that excites IT teams, such as formless requests, context-aware services, crowdsourced knowledge sharing.



The IT form is dead. Long live formless IT. Social media is the heartbeat that drives MyIT. In addition to communicating with  help desk experts and colleagues, users can interact with IT in a modern, formless way. If you need, for example, VPN access because you’re traveling, you simply write a post saying exactly that. As you type, MyIT immediately matches your inquiry with knowledge management articles. If you want to address the post to a specific person, group, or asset, simply reference them with an “@” symbol just like you do on Twitter. The magic really begins when you use various symbols to convert simple posts into real ITIL® processes. By adding the words “!Request,” “!Appointment,” or “!Incident” to a post, MyIT automatically converts them into actions for the help desk.


MyIT is the only IT product to provide context-aware knowledge and support. Users can interact with virtual and physical points of interest on a map of their office, store, or factory. You can also book a conference room, find a printer, leave a social recommendation, or report a problem by simply interacting with these points of interest via a mobile device or desktop interface. IT knows your role, equipment and history.


Taking social IT to another level, MyIT introduces crowdsourcing to map and manage the IT environment. Users can add assets to the location-aware maps in MyIT with a few swipes and clicks. MyIT knows where you are, so all you need to do is specify the resource you want to add. IT can control who can add what to the maps and determine the information that needs to be included. In the same manner, users can report outages, providing IT with a real-time flow of asset updates. And by building a repository of crowdsourced problems (with resolutions), IT becomes an information powerhouse, where users can find answers to all their questions with little effort.To give you some context and my own perspective, I put together a few examples of what the new IT is all about for the markets that we play in, and for the folks that we sell to.

It's not magic. But pretty cool.

For the next few days, Eric and I will try to educate the market about the value context-aware, formless and crowdsourced IT bring to their businesses. You can follow us through the show here, here and here.

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The Service & IT Support Show is the largest event for IT service management in the UK.  It attracts IT service management and service desk professionals from across the UK.  SITS14 is co-located with Infosecurity Europe at the Earls Court Centre in London.


BMC is proud to again sponsor SITS, and we have some of the most exciting products to demonstrate for you this year, including new releases for Remedyforce, MyIT, Atrium Discovery and Dependency Mapping and FootPrints. We also have ITSM experts, great giveaways and prizes, and coffee and drinks served in stand.


We hope you'll join us, here are just a few ways how you may:


1. Seminar Programme Session: ITSM Lessons from Consumer Champions

Join us to hear how leading consumer services are transforming customer expectations of ITSM in businesses from Jon Hall of BMC Software. The session will be from 15:40 – 16:20 on Wednesday 30th April in Seminar Theatre 3.


2. MyIT for SITS14

SITS attendees will be able to experience MyIT 2.0, through an environment set-up for SITS14.

People will be able to access the SITS14 floor plan, request 1-2-1 meetings, view the on-stand presentation schedule and more.


Attendees who download the app and check-in at ‘BMC at SITS14’ will be entered into the daily prize draw to win a 3M Mobile Projector. Individuals will be allocated a unique User Name and Password, visit our stand to be set up.


3. On-stand presentations every 30 minutes at our Stand, #709

Join us from 8:00-17:30 on Tuesday, 29 April, and 8:00-17:30 on Wednesday, 30 April for on-stand presentations covering the latest in ITSM and get a T-Shirt.


While at the stand, experience The New IT:

Remedyforce Winter 14 Release: Intuitive and modern ITSM in the cloud

MyIT 2.0: Next-generation self-service

AppZone: Procure, publish, and manage applications


Also see the latest in:

Remedy: ITSM for the most demanding business environments

New Atrium Discovery and Dependency Mapping 10: Visibility into the IT Infrastructure

New FootPrints 12: Full service lifecycle management


4. Set Up a 1-on-1 Meeting with our ITSM Experts

We’ll have some of the top experts in ITSM with decades of experience to share. Stop by the stand to chat or

use the MyIT app to set up an appointment.


Bruce Campbell :

With over 25 years of high-technology sales and marketing experience, Bruce Campbell has been in and around IT Service Management for over 15 years.  He drives outbound marketing and content for the enterprise segment of BMC’s enterprise IT Service Management line of business, specifically for BMC Remedy and BMC Remedy OnDemand.


Chris Rixon

Chris has held a variety of roles in IT Service Management over the last 24 years. His experience extends from operational roles on the IT service desk, through to solutions architecture and management at BMC Software.

Jon Hall

Jon Hall is a Lead Product Manager for BMC Software’s enterprise ITSM solutions.  He is particularly focused on key trends in ITSM, including mobility and consumerisation, and is also BMC’s global product lead for enterprise IT Asset Management.  He has worked in ITSM for 17 years, joining BMC in 2008 after a number of years consulting in a wide range of organisations, from small local enterprises to global blue-chip brands.

5. Nifty Giveaways for Attendees:

We have tablet stands and styli for all attendees that stop by, and will have a daily prize draw raffle for a 3M mobile projector. To enter for the projector, attend on-stand presentation, visit a demo pod at our stand, or download MyIT and check-in at ‘BMC at SITS14’.

3M Projector.jpg


Will you be at SITS14? What are you looking forward to hearing about? Please let us know in the comments below.

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Alf's Zoo -- This week we trek through Asia with Anthony Orr, who in the spirit of Easter shares recent worked he's done with local companies to boost IT performance. (We also bandy about U.S. media misrepresenting  the region's social unrest.) With a quick overview of self-service, change management and CMDB, Anthony explains the value Asia-Pacific companies can reap with a better-tuned ITSM machine. From midsize firms deploying their first service desk to conglomerates evaluating next-generation products, from Hong Kong to Taipei, Anthony found operational and organizational patterns that may explain success and failure. Unfortunately, Simon couldn't make it.

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BMC and Pink join forces on April 17th to review how asset and configuration management can help you drive better business decisions. George Spaulding, Executive VP at Pink Elephant, along with Sharron Sims and I from BMC, will review best practices, benefits of automation and real world examples focused on:

magnification of ADDM.png



  • Automating asset discovery
  • Getting asset data into the hands of those who need it
  • Proactively managing your assets, reducing business and financial risks


Register now for the next installment of our webinar series with PINK Elephant, where we explore the latest trends and best practices in IT Service Management.  Pink Elephant is the world's #1 supplier of ITIL and IT Service Management (ITSM) conferences, education and consulting services.

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Alf's Zoo -- This week, Dom Wellington joins the Zoo from northern Italy, where maggots make cheese irresistible [10:30]. Beyond wine and food, we talk about managing clouds -- public, private and hybrid -- with the right tools and philosophy. The speed of cloud adoption is too fierce for proper planning, so you need to ensure automation, standardization and compliance are in place. Juggling VMware, Amazon and OpenStack, for example, takes disciple. And considering the new-found belief that all IT should be as simple as Facebook, as fast as Twitter and as helpful as Yelp, out-dated methodologies and tools will quickly sink your chances of success.

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Despite swelling social media budgets, more companies are shying away from tracking the financial benefits of social networking.

“They've realized that social media isn't a transactional engine or sales machine,” wrote Business Insider, “so they’re dropping half-baked indicators that gauge secondary effects, such as financial return.”ConfusedIT.png

But while business units turn their attention to softer benefits, such as market awareness, brand loyalty and customer relations, the IT department produces tangible returns on social media investments, including reduced support costs, increased employee productivity and accelerated time to innovation.

Take crowdsourcing. The notion of an omnipotent tech guru who can solve all our IT problems with mystical powers is long gone. When we need assistance today, we usually access a network of trusted peers. At, for example, you’d never buy a product without first reading the reviews. The 150 million opinions at TripAdvisor now dictate what comprises an exotic journey. And it’s Yelp’s rating system that guides us to gastronomic bliss.

To quote Chris Dancy, who Mashable calls the “Most Connected Man” in the world, “There are no such things as thought leaders. People will create an assisted reality. Created on-demand as you need it.”

Crowdsourcing knowledge and experiences helps us in many facets of our daily lives. IT makes sure we use it at work, too.

When my instant messenger stops archiving conversations, I’d normally pick up the phone and call the help desk. But with a social media network of co-workers and IT experts, I can search for help online. A quick query yields either a fix or a person I can chat with about my issue. This isn’t the same as knowledge management, mind you, where impenetrable articles written by engineers for engineers are hidden underneath esoteric terms like regulatory compliance and configuration management.

If employees can socialize technology issues rather than calling the help desk, which costs the company about $15 per engagement, IT saves millions of dollars.

But we can’t rely solely on social collaboration. What if my problem is unique or my request for help is ignored? IT automatically converts my posts into proper service requests and trouble tickets to be processed, prioritized and assigned by the service desk software.

Eliminating the long and complex forms that for too long were the face of corporate self-service, IT found a way to boost worker productivity. We spend about two days a month, according to Forrester Research, identifying issues, looking for solutions, filling out service requests and chasing progress reports. With formless self-service and real-time updates, we can focus on the actual tasks we’re paid to perform at work.

“We’re in the food business, not the manage-IT business,” a service desk manager at one of the nation’s largest food makers recently told me.

Giving back at least one of the two days we waste on so-called IT friction will result in massive man-hour savings across the entire business.

Social media also lets IT work smarter. Currently, IT engagements are on a one-to-one basis. Although my instant messenger problem is fixed, the help desk faces dozens of callers with identical requests. But solving my issue in public will inform the entire company about what’s going on and how employees can solve similar issues without involving the help desk.

This switch to a one-to-many model frees up time and resources CIOs can redeploy to innovation projects, including better support for remote workers, improved online customer service and dynamic DevOps cloud provisioning. For years, we’ve bandied about transforming IT and aligning it with the business.

But it takes something as disruptive as social media to make IT the next competitive business advantage.

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Yesterday I received a call from a number I didn’t recognize, and I let it go to voicemail. The message was from a guy named Nathan who sold us the car I drive to work every day. We bought the car three years ago, anticipating the arrival of our twins. About a month after we got the car, Nathan had emailed me a survey to fill out about the car and our experience with it, and included a coupon to a local business as an incentive. I completed that survey, and I haven’t heard from Nathan until now. Curious, I called him back. He said he was just calling to see how our car had been treating us. It was just a casual conversation with a guy who clearly enjoys his job and believes in what he does—but it got me to thinking about what he might have done with that initial survey, and about the kind of information he might have been able to gain if he had taken a more formal approach to this follow-up call.


In the initial survey, I’d been asked about the sales experience and my first few weeks with the car, all rated on a standard Likert scale. Would I describe the sales experience as positive? Was the car performing as I expected? Rate your level of satisfaction with various features of the car, and so on.


I’m guessing the reason he called yesterday was to see if I might be interested in a trade-in. But even if the motive was purely to get me to come spend some more money at the dealership, that was an opportunity to get some great data about longer-term usability and performance in the car, and about my satisfaction. Given that I’ve driven the car over 10K miles and now have three children, I might have had some very interesting things to tell the manufacturer about ease of use, safety, and basic features of the car that I might not have even thought about in that first month.


It called to mind a problem we encountered at my previous job, where we developed e-learning modules for delivery via the web. We asked clients to submit a satisfaction survey post-implementation, and our work projects typically got great user reviews and great accolades from award organizations. But when it came time to submit a response to an RFP that asked for long-term performance and effectiveness data, we couldn’t do it. We simply lacked that feedback mechanism. Consequently, we may have lost potential work and revenue to competitors who were better prepared to show lasting results from their trainings. Blog_Data_final.jpg


Think about your work. Aside from arguments we could entertain about today’s needs for agility versus maturity, I think we can all agree that there is value in varying windows of time for feedback, whether you’re in ITSM, design, sales, or any other line of work. When you complete a project, release a new version, or close a deal, everyone celebrates. You gather customer and press quotes, obtain user feedback, and compare your work to others in the market—but are you gathering comprehensive performance and satisfaction data to support your product’s benefits and your consumers’ experience? And if so, how are you putting that data to use? Does it inform design and upgrades? Does it launch new application performance management (APM) projects? Does it impact sales strategy? What analytics are you investing in?


Today’s consumers are presented with myriad comparable options for just about everything, from marketplaces themselves, to cars, to appliances, to e-learning, to software, to support. The winners in any vertical will be those who can demonstrate not just immediate benefits, but long-term value. Build, support, or sell things you believe in, get the data to back them up, and find ways to analyze and monetize that data. That’s what puts you ahead of the pack.



Find me at Monika Bustamante - Google+

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Welcome to the our first newsletter for Remedy and Remedy OnDemand customers in 2014!


In this issue, we’ll provide some insight on new releases of products that our customers often integrate with BMC Remedy, share resources you’ll want to bookmark and frequently reference, and share some exciting new programs in support and education.


MyIT 2.0 availability


MyIT 2.0 is a next-generation self-service app that reduces IT friction, cuts support costs and boosts customer satisfaction. Imagine the freedom of social collaboration, productivity of context-aware services and ease of formless IT – and you have MyIT.  MyIT 2.0 has two versions, and the “base” level comes with Remedy OnDemand.  Give it a try!

myit screenshot.jpg


Introducing  a New Video series – The Remedy Moment


Want to know the latest with Remedy and Remedy OnDemand? In this series, Bruce Campbell and his colleagues share updates through a series of short videos.  Click here for an introduction on the series.



In our first installment, Bruce Campbell and Remedy OnDemand product manager Tony Myers share the latest on Remedy OnDemand.  Stay tuned for the latest, greatest Remedy Moments!  Have a Remedy Moment of your own to share? Let us know!


News from BMC Education Services


Did you know that three out of four IT projects fail to realize value on their investment? A recent survey indicates that the most important factor for realizing value is user adoption. BMC Education Services has created a solution adoption framework for education (SAFE) to ensure user acceptance of the BMC solutions being implemented. SAFE's approach is to ensure the right skills are delivered to the right people at the right time.


To complement the SAFE methodology, BMC Education Solution Accelerator (ESA) gives you the ability to plan, execute, and maintain a comprehensive user adoption strategy. ESA lets you easily and rapidly update and maintain documentation, simulations, and training, evolving throughout the implementation lifecycle.  View the video and demo for BMC Education Solution Accelerator. 


ADDM10 now available!


In March, BMC released Atrium Discovery and Dependency Mapping, version 10.  With this new release, ADDM customers will be able to take advantage of Big Discovery – BMC’s new application clustering technology that provides breakthroughs in speed and scale for discovering large environments are also rapidly changing.




Monthly Features and Best Practices webinars


Every month, BMC puts on webinars that help you take advantage of features in Remedy and Atrium products.  Check out these links, which provide a handy index of archived webinars.  Check back often, as we will post news of new webinars on these pages


Engaging Support for your Remedy Migration


If you are looking at the best way to approach a Remedy upgrade, the Assisted MIGration Operation (AMIGO) program is designed to assist customers with the planning of Remedy IT Service Management Suite upgrades. Through a combination of best practices documents and direct engagement with Remedy Support experts, BMC can provide the advice to make sure you upgrade is a success.


Moving to Cloud Computing? Leverage your BMC Remedy ITSM investment!


Enterprises like yours are adopting cloud computing at a rapid rate for the increased business agility and cost savings it delivers.  You know how important ITSM processes like change and incident management and the CMDB are to your IT operations management – those processes are just as important in cloud management. A recent Forrester Consulting Survey showed that 60% of enterprises that had implemented cloud underestimated the need to integrate cloud into existing management systems.


As a BMC Remedy customer,  you can leverage the investment and hard work you’ve already put in to building up world class ITSM best practices as you move to cloud computing. BMC Cloud Lifecycle Management (CLM) is a cloud management platform for automated, self-service provisioning and governance of IT resources across hybrid clouds. CLM has an out of the box integration into your corporate Remedy ITSM environment. With BMC, you can leverage the service catalog, change management and CMDB solutions that you have already deployed, avoiding the need to purchase additional ITSM solutions while delivering  a governed cloud to your business.


To find out more about BMC Cloud Management, go to and stay tuned for an upcoming webinar on how Remedy customers can take their ITSM processes to the cloud with BMC Cloud Lifecycle Management.

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Alf's Zoo -- This week, live from Social Media Marketing World in San Diego, we bandy about the importance of Twitter, Google + and Facebook in the business world. Beyond finding cool recipes, sharing information does impact CIOs' purchasing decisions, according to online connoisseur Eric T. Tung. Big part of social media, however, is the art of listening and learning from what your peers and customers say. Like consumer items on, you'd never buy an enterprise software unless it was highly touted on the networks. Replacing email, social engagements are how we communicate today -- whether we like it or not.

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HDI is the worldwide professional association and certification body for the technical service and support industry. The four day program is content rich and comprehensive, covering a vast array of subjects from all across the ITSM spectrum. 


BMC has participated for seven years, and we welcome you to join us at HDI to Come Together and Rock Out at the Gaylord Palms Orlando from April 1-4.


Here are fourteen was to Rock with BMC over the course of the conference-


1. Ephemeral Knowledge: The Shift to Disposable Culture (Session 202)

Speaker: Christopher M Dancy Data Exhaust Cartographer, ServiceSphereDancy2.jpg

Location: TBD

Date: Wednesday, April 02

Time: 11:30am-12:30pm

Experience Level: Intermediate

Track: Service Management Excellence


For more than thirty years, IT has been struggling with knowledge management. In an information-rich age, this struggle has led us to the Age of the Disposables. From Snapchat and Workshifting and Car2Go to URLs that expire, couch surfing apps, and even APIs that direct you to Meetup for free meals, we live in a temporary world. In this session, we will explore the history of disposable knowledge, ephemeral media, and the techniques for exploiting and using ephemeral media in your organization. (Intermediate)

Dancy Session:


2. Find It, Manage It, Optimize It: How Automatic Discovery Delivers Actionable Insight (Breakfast Briefing 8).

Speaker: Sharron Sims Solutions Marketing Manager, BMC SoftwareSharron.jpg


Date: Thursday, April 03

Time: 07:30am-08:15am

Experience Level: All Experience Levels

Track: Breakfast Briefings


In this session, you’ll see how organizations are transforming service management processes and productivity with an integrated source of data center inventory, configuration, and relationship data. If you want to replace guesswork and reliance on tribal knowledge with an integrated approach to managing your IT ecosystem, this session is for you!


3. Customer Dinner:

Join us at the BMC Software customer dinner. Limited seating available, please contact your BMC contact for current availability.

Date: Tuesday, April 1, 2014

Time: 7:30 – 10:00


4. Great Conversations in the Exhibit Hall at Booth 602

Tuesday, April 1, 5-7 PM

Wednesday, April 2, 12-3:30 PM, 5-7 PM

Thursday, April 3, 12-3 PM



5. Remedyforce: Intuitive IT Service Manage in the Cloud

Built on the reliable, secure, and scalable cloud platform, Remedyforce provides robust

ITSM functionality with social, mobile, and collaborative capabilities your modern business expects. Learn how customers have cut service desk wait times from five minutes to 45 seconds and improved first-call resolution up to 90% at HDI booth 602


6. Atrium Discovery and Dependency Mapping: Automate Asset Discovery and Application Dependency Mapping

You can’t manage what you don’t know. Having a clear picture of the assets in your data center—and how they’re connected—is essential. With BMC Atrium Discovery and Dependency Mapping, you'll understand how applications and infrastructure work together to deliver the services your business depends on. Find out how you can improve IT efficiency, reduce costs and create application maps fast with the newest ADDM at HDI booth 602.


7. FootPrints Asset Core: Do more with IT Asset Management, On-Premises or in The Cloud BMC_FootPrints.png

BMC FootPrints Asset Core is comprehensive client management software that automates IT asset management to help organizations control costs, maintain compliance, and reduce financial risks. Gain control of the assets accessing your IT network, ensure compliance with accurate software license management and simplify and automate routine tasks at HDI booth 602, or get a free FootPrints Trial.


8. FootPrints Service Core: A powerful, On-Premises Platform for ITSM That Grows With You


BMC FootPrints offers a single solution for full service lifecycle management, helping mid-sized

organizations gain efficiency and control through a robust ITSM solution. Learn how you can easily initiate, route, track, and manage incidents driving process adherence at HDI booth 602, or get a free FootPrints Trial.


9. Remedy On-Demand: The Same Powerful Functionality as Remedy Plus SaaS Delivery bmc_remedy_on_demand_box.jpg

Easier to use, faster to deploy and packed with the latest innovations in service management, Remedy is the most complete and capable IT Service Management solution available. Built on more than 20 years of leadership and experience, it's robust enough to manage the most advanced technology environments in the world. Find out how you can get lower, more predictable operating costs and less to think about when it comes to maintenance and upgrades at HDI booth 602.



10. MyIT 2.0: Next-Generation Self-Service

Imagine the ease of formless IT, the productivity of social collaboration, and the freedom of context-aware services—and you have MyIT. With MyIT business users get fast, easy access to IT services. IT saves time and money. And Management sees progress on the strategic projects that leverage IT's potential to transform the business. No matter where you sit, you'll see tangible business benefits. Experience the value of MyIT at HDI booth 602.


11. Appzone 2.0: Procure, Publish, Manage, and Secure Apps for Your Enterpriseaz_logo-bmc-dark-blue1.png

BMC AppZone allows corporate IT to effectively manage the publishing and distribution of mobile, web, and desktop applications to enterprise business users. This universal, enterprise app store ensures that corporate policies and procedures are met while giving employees the familiar, user-choice experience found in the consumer world. Learn how to give your employees a choice in apps that work for your enterprise at HDI booth 602.

12. #ITForTheWin Giveaways:

We love IT, and we know that IT drives the business. We’re celebrating this at HDI with #ITForTheWin buttons, stickers and T-Shirts for all attendees! Just stop by our booth and show off your IT pride.



13. HDI Passport giveaway Prize: Beats By Dr. Dre headphones:

Complete your HDI Passport and get entered to win BMC’s prize, Beats by Dr. Dre Headphones!



14. Main BMC Booth Prize: XBOX ONE

IT isn’t a game, but XBOX ONE is. So stop by our booth for a little bit of both! See a demo, get scanned, and get entered for a new XBOX ONE.



Join us on our Facebook Event Page for HDI and our Google+ Event Page for HDI to keep on top of what we're up to, Come Together, and Rock On!


How many times have you been to HDI? What are you hoping to hear or learn? Let us know in the comments below.

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This week, The Twin Cities Geekette of the Month, Katie Carty Tierney graces the Zoo to talk about the latest technology trends among IT departments. Social, mobile, big data and cloud are still at the forefront, but the increased focus on customer support and staff productivity is ushering in more context-aware devices that know who you are, where you are and what you are doing. We also bandy about the impact of quantification and wearable technology, such as the Fitbit on Katie's wrist. Is it a leash or a productivity booster?

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