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Tom Peters, the famous business guru and frequent public speaker once said “I hate sports analogies. They’re a bunch of male macho …” Sorry Tom it is March Madness and time for taking liberties, use analogies and pursue equal opportunities (the men’s basketball brackets were announced on March 17th and the woman’s announced on March 18th).


Mr. Peters, I can’t resist taking advantage of the season!  I will agree though it might be a stretch comparing the consistent success of a few basketball coaches (Geno Auriemma, Jim Boeheim, Billy Donovan, Tom Izzo, Mike Krzyzewski, Rick Pitino, Bo Ryan, Bill Self, Vivian Stringer, Pat Summit, Tara VanDerveer, Roy Williams) with the effective management of an IT service environment.  Remember it is March Madness and too late to stop me now!


How is it that these coaches manage to find their way to the top?  They have a system that year after year they use with minor adjustments based on changes in talent, changes in the game and new competition.  They hire the best assistant coaches, often from within the ranks of their own program.  They are committed to their team and know each individual’s skills and needs. They recruit talent that has the maximum potential to succeed within the profile of skills needed to support the system. UCLA coach John Wooden (Wooden’s bio), known as the coach of the 20th century, guided his teams to 10 NCAA tournaments in a twelve year period, with seven titles in a row, and a record 88 wins in a row.   Wooden summed up his consistent results with this perspective “Winning takes talent, to repeat takes character.” 


Wooden.jpgIn IT land, the analogy works well when we look at the skills of forward-thinking IT directors tasked with managing IT service management 24*7. What does an IT Service manager have?  They are dependent on a group of talented resources and hopefully the right management skills to reinforce discipline, to adjust to changing business and technology, and processes such as ITIL that are ingrained into the operational model. While having the best business service technology provides a good foundation, how many business users view their service and support as something they can stand up and cheer about?  Balancing the right technology with consistent and effective process, while developing the team’s talent will provide the best odds for success.


The process of constantly re-aligning the IT service management environment with the demands of the business is at the core of success.  Expectations of your business users are that meeting their needs are your life’s mission.  Not much different than the fanatical sports fan who has little tolerance for losing, business users have no tolerance for waiting on a business service. In a DIY (do it yourself) world, it takes a strong team to constantly stay one step ahead of your users and not get distracted by shiny objects.


None of us want to be one time wonders!  When conditions on the outside change, and they will. The IT Service Management environment that is agile, consistent, and operates as team will shine. As Pat Summitt (Summitt’s bio), the most successful coach in NCAA basketball history for either gender said “Teamwork is what makes common people capable of uncommon results.” 


She also said “Don’t take donkeys to the Kentucky Derby.” Only eight teams of the 126 (62 men’s teams and 64 women’s team) make their respective Final Fours and there will only be one men’s and one women’s champion.  There are few donkeys on the remaining list of 124 teams. They will all end their seasons with a loss, and their fans will call their coaches worse things than “you are a jackass.” 


Set your own standards for building a winning IT Service Management team, be consistent and drive toward uncommon results. You may even find there are end users who are willing to stand up and cheer.

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This week, we take a look at Google Glass through the eyes of Christopher M Dancy. The hip wearable tech device is ushering in a new era of personal digital assistance. In our daily lives, Glass predicts our needs, serving up information as needed with minimal interaction. On the road, Glass guides us to the airport gate, alerts us of special offers and order a Black Car on Uber when we arrive. At work, it'll change how we access data in real time. Nurse practitioners, for example, can consult physicians while examining a patient, providing better and faster healthcare services for less. But lurking in the shadows are the issues of privacy and security. Who owns your social footprint? It's not you.

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GroceryCustomer_blog_linkedin_sm_031314.jpgI love food. I enjoy dining out and I generally enjoy cooking. What I don’t enjoy is the grocery store.  For me, hitting the grocery store is like running a race (can I get out in a new record time?) while endeavoring to exercise patience (did that guy really just run over my foot with his cart and not apologize?) As a result, the grocery store experience for me is very transactional. Many grocery stores in my area endeavor to create a great shopping experience (live music, samples of various foods throughout the store), but I’m the customer who buzzes past at lightning speed, shoving stuff in my cart while racing for the exit. My favorite part of the grocery store experience is the checkout, when they give me my receipt, I shove it in my purse, and I’m within steps of the sliding doors that promise freedom.


Many grocery stores have frequent shopper programs. You scan your card at checkout and get discounts on some of the items you’ve purchased. I’m sure there is a rhyme and reason for how and when they discount; I usually don’t pay attention, as my eyes are firmly secured on the exit, plotting my quick escape.  I’ve never thought much about the grocery store frequent shopper program, but what I know is that I have a little card attached to my key ring that I scan when I check out and voilà!, I get a discount. So, imagine my surprise a few weeks ago (after decades of shopping at the same grocery store) when a business envelope showed up in the mail at my home, addressed to me, and with coupons for the items I actually buy every week. And I’m not talking coupons for 25 cents off—it contained about $50 worth of coupons (the coupons were from $1.00–$6.00 off) for the brands and types of foods I purchase every time I go to the store. For the first time, the grocery store took all that information I’ve freely given them over the years (by scanning my frequent shopper card) and did something to engage me that was worth my time as a customer. I was shocked, delighted (who doesn’t love to save money)… and also slightly curious.  Why, after all these years, did they decide to use that data to engage me now?


We know a lot about our customers. We might not know everything, but we know a lot. Regardless of whether they are internal customers or external customers, more likely than not, you have a lot of data, big data, about them. As we strategize about how to retain our customers (if they have choices in the market) and how to engage our customers to behave in new and different ways (think internal customers adopting self-service, perhaps), I encourage you to consider and discuss the following questions:


  • What matters to your customers today? Has it changed from yesterday or last year? I’ve been a customer of the grocery chain I mentioned for years and if I think about it, my shopping as “evolved” as my tastes and culinary aptitude has evolved.  The coupons sent to me where relevant to my shopping patterns today, not my shopping patterns five years ago.



  • What data do you have about your customers? Take a look (it may be buried under a layer of “virtual” dust); you might be surprised about what you discover. It may take some heavy lifting to make that data actionable, but it’s worth the time and effort.



  • What do you really know about your customers? What does the data you’ve unearthed tell you? It’s not just some hunches you throw up on a whiteboard during a team meeting or a brainstorming session. Does the data shine a light on behavioral patterns?  Are you constantly spending time and resources on something your customers do or don’t value?



  • Why now? Think hard about why you want to engage your customers at this point in time. Sure, the answer may seem obvious, but it may catch your customers off guard if you haven’t engaged them in years. It’s also important for your entire team to be on the same page, to truly understand why this is the time to engage or to rethink your engagement.

Big Data.pngBig data is a hot topic. There are lots of folks with lots of ideas about how to manage your “structured” or “unstructured” data and what you can do with it. But that’s for another blog post. Today, I encourage you, challenge you, implore you to think about your customers and what you know about them—or what you might discover with a little research and investment. By asking yourself and your team a few questions about customer data, you can start to sharpen your vision for engagement that’s valuable for the customer and that benefits your business.


In the case of my grocery store experience, I’ve come to the conclusion that they’ve known lots about me for years but finally engaged me because they’re under pressure from two new competitors in the market. They had been taking my data for granted, just as I’d been taking their discount program for granted, becoming oblivious to the data they had been tracking. But I’m happy to continue shopping at the same store if they’re going to give me better discounts—and that adds up to a win for the store’s efforts. So I ask you, what do you know about your customers and what are you going to do with it?

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Alf's Zoo - This week, we bandy about the pros and cons of cloud-based ITSM. Dick Stark of RightStar Systems joins the Zoo to dispel some of the SaaS myths and explain how on-premise solutions indeed work better for certain companies. Instead of worrying about the delivery mechanism, Dick thinks we should focus on getting the "Ferrari out of the garage" and optimizing the value our the IT management software brings to the business. Because as IT grows more complex, problem solving becomes tantamount to space exploration.

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Pizza Hut, Little Caesars and Domino’s Pizza have a lot to learn from IT.

Take social media, for example. Wouldn't it be nice if you could order pizza on Twitter? Or Facebook, for that matter. You’d tweet your order at the pizza parlor and 30 minutes later it arrives at your door.

With helpful hashtags like #MyFavorite, #FridaySpecial and #IFeelLucky, customers can get their usual pie, a discounted dish or even a surprise order. Since the pizzerias collect data on my purchasing patterns,they can tweet promotions that fit my taste buds. Additional context factors, such as my geographic location, let them notify when I'm in the vicinity of one of their outlets, even if I am on the other side of the world.

** Register for the March 19 webinar on "New IT" with George Spalding here. **


Beyond greater customer service, the socialization of pizza would most likely drive sales – just writing on the topic is making me hungry.


But the prospect of Twitter commerce, pizza or otherwise, seems remote. Companies want you to visit the old-fashion Web site and experience the brand online. And they worry about back-end processing. But if you registered your Twitter handle with the vendor and included credit card information, delivery address and contact number, does it matter if it's a one-click order or a 140-character post?

When a fellow pizza lover recently asked Pizza Hut about ordering on Twitter, the national chain quipped, “Just go to, find your store and get your order in.”order pizza twitter.png

That's three steps just to get to the order form. What happened to fast food?

Once again, IT is leading the way to a better future. With modern self-service apps, IT lets you order anything you want with a simple post. The information is automatically converted into a real order, or in this case a service request or trouble ticket, for the help desk to process.

This type of formless interaction is how most of us communicate today. And IT departments are the first to realize how backward portals and forms have become. Imagine if you had to complete a form every time you wanted to post a picture on Instagram. Not even Facebook would spend $1 billion on your app.

IT is also taking social media beyond the buy-more-stuff strategy applied by most businesses. The same way American Airlines turned a computer-outage disaster into a customer-service triumph by publicly responding and helping its stranded passengers through Twitter and Facebook, IT can leverage the one-to-many service approach and solve recurring problems for a slew of employees with a single thread. Working together, customers can find the best solution to an issue without even bothering IT.

Borrowing a page from Yelp and Foursquare, IT is introducing context-aware services. By knowing who you are and where you are, it’s cognizant of your needs. As you walk into a building, for example, IT automatically grants you network access. To better control network traffic, it disconnects you when you check out.

Not to be outdone by Apple's Genius Bar, IT now offers concierge-style service appointments. Gone are the days when you were forced to stay at home waiting for the cable guy to arrive “sometime between noon and 4 p.m.” Instead, customers decide where and when they want to see a help-desk agent.


IT can do all this because in the back-office they have amazing systems, which can master complex IT processes with minimal human input. Automating the service delivery operations is rewarding but not as exciting as the gamification of the service desk. With simple game strategies and mechanics, help-desk agents are rewarded for exceeding quota, sharing knowledge and driving innovation.

Changing behavior is easy with a transcendent user experience, something the consumer-technology market keeps illustrate time and time again. BMC Software’s New IT upends the traditional dealings between IT and the business, turning IT into the next business advantage.

To learn more about the New IT, register here for a webinar with Pink Elephant on March 19 at 11:00 a.m. CST.

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I live in Texas, where the idea of a snow day used to be a novel, even welcome event… that is, before I had kids. Don’t get me wrong, the kids are thrilled about the (failed) potential for snow, and they’re happy for an excuse to stay home in their pajamas. But for me – and judging by the tremendous response on social media, countless others – the effort involved in arranging childcare, avoiding roads, and trying to complete work tasks, all for very little snowy reward, added up to a frustrating (if slightly amusing) annoyance, not once, not twice, but three times within a month.


Winter has been hard to predict this year and even harder to handle, as people in the Northeast and Atlanta can tell you. A forecast gives only so much guidance, and those of us who have to schedule our entire day around whether we’ll be sending our kids out the door know all too well what it’s like to repeatedly check our local news tickers and RSS feeds for any info on school closures, waking up terribly early in hopes of good news.



It must be rough to be a meteorologist (let alone a school administrator, responsible for making the call on whether to delay or even cancel classes). No matter how hard you work, ultimately, you can’t control the weather – but that doesn’t stop people from complaining. I think that same frustration affects people working in IT – they often shoulder a lot of responsibility and accountability (not to mention griping) for things they ultimately don’t have authority or ability to manage or change, while their customers wonder why they can’t just get what they need, when they need it.


Luckily, we’re witnessing a revolution in that dynamic. Today’s IT is empowered, and in turn, today’s end-users are empowered, too. Responding to customers’ need for self-service and consumer-friendly interfaces, and IT’s call for better system insight, automation, and predictability, BMC has debuted three fantastic innovations this month: BMC MyIT 2.0, BMC AppZone 2.0, and BMC Remedyforce 2014. This is the New IT, and it’s making everyone’s workday easier, no matter the weather.


BMC MyIT 2.0 has revolutionized the help desk, allowing users to ask for exactly what they need, when they need it, in an easy, contemporary interface. No forms to fill out here – if an ice storm caused a power surge and fried your laptop, just use the MyIT app from your tablet to request a new one. You’ll see the entire request in a timeline/conversation format, and unlike followers of Punxsutawney Phil seeking an end to winter, you’ll know exactly when your new laptop will arrive. With time, energy, and frustration saved, IT reinforces its role as a support to users and the business, and frees itself up for additional innovations.




BMC AppZone 2.0, an integrated feature of MyIT, gives customers web-based access to a familiar app marketplace. Stuck at home thanks to a weather event? No problem – download the latest enterprise-approved messaging app to your mobile phone and let your co-workers know you’re online whenever they need you. IT gets to curate, manage, and secure the apps it provides, maintaining its responsibilities to the business and users alike.

Last but certainly not least, the latest version of BMC Remedyforce bundles it all together, providing impeccable IT service management and end-user apps and tools from the cloud. Dangerous sleet making roads impassable? No need to use a vacation day here. Customers get what they need without service interruption, and IT continues to support services with insight and ease, from anywhere.


I’d like to think that someday, we’ll be able to rely on weather predictions the way we’re now able to rely on the service desk. But until then, keep the innovations coming! With the New IT and a lot of extra coffee, I kept both my manager and my kids happy last month – all from the comfort of my pajamas home office.



Tell us your success story and enter to win a set of Beats Headphones. Between February 18 - March 17, BMC Software will give away five Beats Headphones to BMC followers who share their own #ITforthewin stories

Find me at Monika Bustamante - Google+

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This week, Chris Rixon brings a sober tone to the Zoo as he dissects the cultural and psychological impact of the Internet of Things. Like Dostoevsky and Kierkegaard before him, Rixon’s interest spans our role in a world where science and technology are too pervasive. Without joining the ranks of 19-century Luddites, he asks how our security and privacy, purpose and ambition, and relation to the natural world and each other will change as we build the biggest open system that's ever been architected, with public protocols and limited protection.


Posted by Erin Avery Feb 27, 2014
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new_IT_social_blog_022614.3.jpgIt’s an exciting time to be an employee at BMC Software. Early last week, we made one of the more groundbreaking announcements I’ve had the chance to be a part of during my career in technology: BMC Software Delivers ‘The New IT’ With Three Pioneering Products. Over the past few years, there has been a lot of talk about bringing social technologies to the enterprise. And there are some great examples of social technologies transforming the way companies connect and collaborate with each other and with customers.


While IT organizations are often tasked with supporting social technologies, IT service and support organizations often do not utilize social tools to do their daily job. Service desks have traditionally lacked the social capabilities to help you, as IT professionals, collaborate in new and modern ways. That’s why our announcement about the New IT is so exciting and why we’ve been getting great feedback from the market about our vision for the New IT. We believe social IT is more than just IT. Social IT is a way of thinking, behaving, and interacting. It’s about connecting to each other and connecting to information in a whole new way. Last year I shared my thoughts on what is or isn’t social. And I stand by my opinion – there is no right or wrong way to be social.


There are, however, tools that can help you on your social journey as you and your teams endeavor to connect in a whole new way with each other and your customers. New IT enables this new social journey – we’re providing an approach where IT organizations can connect more seamlessly with each other and with the business. In addition, New IT enables automation so IT can deliver services the business needs in a more efficient, accessible, and industrialized manner. Yes, we believe you can incorporate social technologies and social culture in a way that complements and enhances your existing processes and procedures. It may feel like social doesn’t fit in with something as standardized as an ITIL® process, but in reality, I believe it’s an exciting phase in the evolution of those kinds of processes. After all, your processes should evolve to reflect the inevitable changes in your business.


Our vision for the New IT is to help your IT service and support organization employ the industrialized practices you’ve developed and embraced while providing social collaboration capabilities that enable you to connect with each other and your business in a way that excites, empowers, and transforms. Social IT is just one of the many components of our vision for the New IT, but a very important aspect. After all, I believe social IT is the key to unlocking our potential.

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Often times we find IT in the context of the old chicken and egg conundrum.


Which came first…? IT or the business? Did IT come first, or did business users come first? If a tree falls in the forest, does IT hear it first, or does the business hear it first? Who cares?


The two are mutually dependent. As a software provider, we at BMC recognize this. It’s our charter and responsibility for providing tools that support both. Tools that help both succeed, achieve, and innovate. Neither is more important than the other, either. The business relies on IT expertise to perform their jobs at optimal levels, and IT benefits from the resulting creativity and productivity of the business.


The two are co-dependent. It’s a holistic IT approach, not solely focused on IT or the business.


At BMC, our answer to this holistic IT approach is called New IT.


New IT is about arming IT with better-integrated tools and automated processes, and arming the business with consumer-style tools focused on providing a better experience. BMC’s modern trifecta of BMC Remedyforce, BMC MyIT and BMC AppZone supports this holistic IT approach.


Remedyforce provides comprehensive cloud-based IT service management. Automation and integration are major components of the solution because business requests and issues across any line of business need to be seamlessly reviewed and managed. Extensive functionality helps IT manage every service task from inception to delivery, while configuration capabilities provide the agility IT needs to adapt to a constantly changing business environment.


Fully integrated with Remedyforce and AppZone, MyIT is a next-generation self-service app that enables IT to offer personalized service options for business users on any device, anytime, anywhere. IT can reduce communication problems with users (known as IT friction), cut support costs, and boost customer satisfaction. Business users gain the freedom of social collaboration, the productivity of context-aware services, and the ease of formless (no lengthy service request to fill out) IT.


AppZone completes the experience by letting IT curate, manage, and secure the back-end of an app store that offers business users a look and feel they are familiar with based on their everyday consumer app experience. AppZone lets IT publish a pre-approved catalog of mobile, cloud, and desktop apps while simplifying license management and policy enforcement.


Why is this holistic IT approach important?


Simply put: business success. In order for any business to perform well in the market, it is reliant upon technologies that enable peak performance. Performing at optimal levels means leverage against your competitors, as well as efficiency, cost-savings, and happier customers and end-users.




By taking a holistic IT approach, value comes in multiple forms.

  • Easy collaboration, knowledge transfer, and visibility across teams (IT or business)
  • Operational efficiency via automated solutions
  • Integration across the entire IT ecosystem for streamlined services
  • Time saving self-service for the business and call deflection for IT




Amaze your business with a winning IT experience that’s mobilized, modernized, and benefits both IT and the business.


Tell us your success story and enter to win a set of Beats Headphones. Between February 18 - March 17, BMC Software will give away five Beats Headphones each to BMC followers who share their own #ITforthewin stories

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BMC is thrilled to be a Platinum Sponsor of Pink14 in Las Vegas, February 16-19 at the Bellagio. Now in its eighteenth year, Pink is globally recognized as the world’s premier IT service management conference.


We've got a great event planned for you - here are just a few ways you can get the most from BMC at Pink:


1. A MUST SEE Keynote on Tuesday, February 18 by Kia Behnia, senior vice president in the CTO office at BMC Software. Kia is always engaging and amazingly insightful about the challenges IT departments face, and how they can be addressed. It'll be a presentation you won't want to miss!

2. Tuesday night reception/concert sponsored by BMC Software. Everyone comes to Las Vegas to have a little fun. Join us and order the BMC Remedy, a one-time special drink created just for our guests at Pink14!

facebook_xbox_020414.jpg3. Stop by our booth #210 to take a tour of our Pink verified solutions: BMC Remedy, BMC Remedy OnDemand, BMC FootPrints, and BMC Remedyforce. While there, you can also demo the latest version of MyIT, the industry-leading self-service IT services portal, Pink Innovation of the Year 2012 winner and see how it can transform your experience.  Meet with our product experts to see how BMC solutions are right for you. Plus, get entered to win a new XBOX1.


Booth Hours:

Sunday, February 16: 5:00 pm – 7:00 pm

Monday, February 17: 11:30 pm – 3:35 pm and 4:45 pm – 6:30 pm

Tuesday, February 18: 11:30 pm – 3:35 pm


4. Four breakout sessions and a breakfast briefing (details). We've got a full slate of breakout sessions sharing best practices in ITSM. From the rules of support to self-service, creating your service catalog, reforming end-user experience and including social and mobile, our sessions are at the forefront of ITSM. We hope you'll join us.


i. The consumer imperative: introducing the new rules of IT support

Monday, February 17, 10:30 – 11:30 AM, Speaker: Chris Rixon



ii. It's not self-service if it actually empowers people

Tuesday, February 18, 7:15 – 8:15 AM, Speaker: Chris Dancy

iii. Plan, design and operate your service catalog

Tuesday, February 18, 10:30 – 11:30 AM, Speaker: Anthony Orr

iv. Power to your people: Transforming the end user experience of IT

Wednesday, February 19, 10:30 – 11:30 AM, Speaker: Alf Abuhajleh


v. Harnessing the social, mobile and collaborative technology revolution for IT Service Management
Wednesday, February 19, 10:30 – 11:30 AM, Speaker
Jeff Moloughney


I’ve been told that In Vegas, you should always bet on black.  I say to always bet on BMC at Pink!


Pink-BMC Banner.png

What are you most excited to see at Pink? Share in the comments below!

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Alf’s Zoo – This week, we’ll kick off a series on the Internet of Things. IT experts and regular folks will join the Zoo to explain what IoT really is? How it will affect our lives at home and work. Its impact on our privacy and security. And how we are going to manage all those billions of things? First out is Bill Emmett, who provides a quick overview and helps me connect IoT to first-class powder skiing.

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Just placed a new blog in the Remedyforce page on How #SFBatKid and Arnold Schwarzenegger Can Save Your Service Desk | BMC Remedyforce Blog


It's a fun and lighthearted read on how you could harness this social collaboration and mobile impact for your own IT-focused social outreach.




Jeff Moloughney


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If you are in the Houston Area and a fan of Service Management best practices supported by HDI or ITSMf this is the conference for you. Just you and your 300 closest Service Management friends will be in attendance to listen to Key Note speaker Kurt Weisler and other local influential members of Houston's IT leadership.


This great event will be held at the BP Helios Plaza Conference Center on February 12, 2013.


Information & Registration


We look forward to seeing you there.

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Discover the New IT with BMC this February in Las Vegas at the Pink Elephant Conference & Exhibition.


Excited to support this conference by featuring our innovative Service Management Technologies.


Remedyforce IS modern IT Service Management – a mobile, social, collaborative app in the cloud, built to empower the needs of our customers today, AND in the future. This Service Management solution combines the best of the platform and Service Management automation expertise from BMC. Come see a demonstration of how social media techniques can be used to create, update and deliver an exceptional customer experience when they are experiencing challenges with technology.


Many organization face the daunting challenge of understanding their multi-sourced technology environment, the relationship of their technology to Business Services and maintaining a Configuration Management System. It is amazing the increased value that a current CMS can add to the other process areas of Service Management. We will be showing how our discovery solutions can discover your enterprise and assist you in building the relationships necessary to relate these components directly with Business Services.


BMC automates and industrializes IT with our ITSM product family offered via On Demand as well as On Premise. In the booth you can see innovative Change calendars and efficient ways to improve your processes with the process designer, just to name a few.


Come by and see how you can improve organizational inefficiencies / productivity and help users become more interactive and in control, improving user satisfaction, and increasing business agility. Get your personalized experience at the BMC Booth.


Increasingly people want their self-service IT solutions at work to feel and act like services they access and use personally. AppZone provide users with an easy one-stop shop access to any applications from any device and enable users to be more mobile.


Come by the BMC booth and see how we can help you amaze and delight your users with a consumerized front end and industrialized back end.


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Alf's Zoo - This week, Criss Scruggs touts the value of proper asset management in SMBs. While small, many companies still need more than spreadsheets to manage risk, compliance and the consumerization onslaught. With the bring-your-own-IT trend in full swing, and the mobilization of the workforce, asset management helps you locate and control company property and data anywhere, anytime. Plus, you need to empower people to get what they want through self-service - just like iTunes and satisfy our craving for instant satisfaction.

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