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Alf's Zoo - The Christmas Show with Anthony Orr and Simon King rolls from test driving Teslas and stuffing yourself with turkey to the Internet of Things and Uber entering our daily lives. We look back on the past year and hear predictions for 2014, including Small Data and Google Glass in the enterprise.


Here’s the trouble with year-end retrospectives: everyone has a different view of what the most important themes and events of the last 12 MicePies.jpgmonths were.  As I write this from my cabin shed on a blustery mountainside in southeast Wales, I am acutely aware that you may have a very different view of what mattered in 2013.


So given this is the season of indulgence, please bear with me as I ponder some of the key things that I saw give shape to ITSM teams, processes and technology in 2013. Now, sit back, relax and enjoy another mince pie (or is that just us?)



All hail the age of the customer


Outside-in thinking, the customer-first approach, customer-centric support, however you choose to describe it, it was hard to escape what many are heralding as ‘the age of the customer’ in ITSM.


Let’s get one thing clear: it’s a mistake to suggest this is the first time IT support teams have decided to put the customer at the heart of everything they do. However, it’s clear that technology, especially mobile technology, now enables you to give customers a massively enhanced service experience.


These days we can tell who customers are, where they are, what they use and what they might need next. That context-rich view of the people you support enables you to remove much of the more laborious form filling associated with self-service. It also allows you to offer much more personal and therefore helpful support (and with a great deal of efficiency too).


So, yes with a little digital help perhaps, the age of the customer came of age in 2013. Too cheesy? hey, it’s Christmas!




Mobile First


The launch of’s Salesforce1 platform and its ‘mobile first’ design philosophy signals a clear and accelerating trend to develop for mobile devices as the primary computing platform. We’re seeing greater and greater demand for mobilization from the providers and consumers of IT support services too.


Many organizations were relatively early adopters of mobile technology in ITSM, especially those with large physical estates or a number of remote sites to support. However, the proliferation of devices and a significant increase in their sophistication is fuelling a real revolution in how and where people access their service management systems. But more of that later…



Things suddenly got cloudier


Ok, it’s not exactly news that ITSM processes and tools lend themselves very well to delivery and consumption via the cloud. However, this year saw a notable uptick (25% growth) in organizations choosing to deploy their ITSM solutions in the cloud.


It’s clear that confidence has increased in Cloud solutions in general and it seems like that confidence extends to the ITSM domain. It’s also true that more and more of the supporting ecosystem of solutions that surround ITSM technology, such as enterprise app stores for example.


But don’t write off the on-premises approach yet, it still accounts for the majority of the ITSM systems being deployed around the world. It will also be interesting to see how this trend develops in 2014 and what effect recent revelations over online privacy have on cloud adoption (if any).



We looked at clouds from both sides (I know, I know)


When you’re supporting a technology environment where someone else owns and manages a large part of the infrastructure i.e. public cloud applications and cloud infrastructure, things change in ITSM…


Many ITIL process definitions and other best practice recommendations assume that you have stewardship of the whole technology stack: from the business service to the hardware. This is clearly not a good working assumption in the case of cloud applications! Increasingly, IT support teams are managing a complex exchange between suppliers and consumers of technology.


For some reason this is often over looked by many pundits. However in 2013 I met several customers who were really getting to grips with what it means to support technology in the cloud era.


SLAs Rule, it’s official. A recurrent theme among those I spoke too about how they’d adapted their working practices was a resurgent interest in SLA automation. Supporting ITIL-recommended SLAs, OLAs, and underpinning contracts may have felt like an unproductive use of your time in the past.


With the clouds on your horizon (see what I did there?), you can no longer avoid service level management (SLM). You need to rely on it. Your services will now depend on several interconnected components, sourced internally and externally.


With an ITSM solution that facilitates effective SLM, you can:


  • Understand the interdependencies
  • Create accountable SLAs with third-party providers and the business
  • Monitor everything to ensure SLAs are being met


So, SLAs are cool again. Who knew?



And in 2014?


Get ready for even more mobile. I mean the mobilization of more job roles, using more devices, consuming a broader range of IT services, from more locations for more of the time.  You can also expect BMC to be leading the charge with some very exciting announcements in this area throughout 2014.


Personally speaking, I am hoping the UK can avoid the fate that befell her exactly 1000 years ago this Christmas: In 1013 Sweyn Forkbeard, the King of Denmark, installed himself on the throne, placing whole chunks of the country into the ‘Danelaw’.


We can all laugh at his name from the safe distance of 1000 years, but he was a bit of a handful by all accounts – so fingers crossed this Xmas.


Alf's Zoo - This week, ITSM stalwart Bruce Campbell shows up in the Zoo with advise on when to go SaaS and when to stay on the ground. Security, privacy and change processes are some of the key factors when looking to the sky. And sometime a company can learn a lot about its IT processes when evaluating a path to the cloud.


Welcome to our first Remedy and Remedy OnDemand Customer Newsletter!


Each quarter the Remedy Customer Newsletter provides articles and resources to help you get the most out of your Remedy investment. We'll keep it short and sweet because we know you're busy, but we're excited to let you know what's going on in our world as we evolve Remedy to meet your ongoing needs.



BMC Academy Provides a Fresh Learning Experience


BMC Education Services is excited to announce our new learning management system, BMC Academy.  BMC Academy provides a better, easier way to access our learning services.

Users are able to:

  • Easily navigate and interact with content.
  • Launch web-based training (WBT) and instructor-led online (ILO) sessions within BMC Academy.
  • View all purchase transactions.
  • Review learning pass credit (LPC) activity and balance.


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For more information, visit



Have ADDM and CMDB questions? Join our “Atrium Ask the Experts” monthly webinars


Atrium Ask the Experts monthly webinars are designed to help you get more out of your Atrium CMDB and Discovery investment. In these sessions, product developers and architects deliver a technical presentation on a CMDB or Discovery topic, followed by live Q&A to answer your questions directly.


Our webinars occur the second Thursday of each month 10:00-11:30 am CST.    Want to check out some previous sessions?  Please visit this page on BMC Communities:


Interested in joining the “Ask The Experts” group?  Check out this link



New White Paper by Enterprise Management Associates (EMA) Looks at ITSM SaaS and Remedy OnDemand’s Role in Current ITSM Trends


The growth of Software-as-a-Service (SaaS) is clearly redefining enterprise IT systems management and service delivery, and IT Service Management application suites are no exception.  This paper incorporates research, opinions, and perspectives from EMA analysts to address industry confusion and concern about the merits of on demand vs. on premise ITSM solutions.  The analysts also take a deep look at the ITSM SaaS solution from BMC, including a customer interview that further illustrates the increasing advantage for Remedy OnDemand in the marketplace.

Download this free white paper today!              ema paper cover.png



BMC OnDemand Data Centers Expand in Asia Pacific


BMC has expanded its data center footprint in the Asia Pacific region, with hosting facilities in Sydney and Canberra, Australia. The new data centers, operated by Macqurie Telecom, will ensure that customers of innovative services like BMC Remedy OnDemand and MyIT experience ongoing reliable and secure delivery. Macquarie is a recognized leader in Australia, operating the first Tier III - certified data center in the country. Macquarie joins other BMC data center providers delivering world class On Demand solutions worldwide.


With the new locations, BMC OnDemand customers will get faster response times, increased security and reliable disaster recovery options in the APAC region. All BMC OnDemand facilities are manned and monitored around the clock, 365 days a year and have redundant power and cooling systems. Every data center is Tier III - certified, and primary and secondary locations are geographically dispersed.


For more information on BMC OnDemand services, see



BMC Communities – Where great IT minds connect


You’ve been working a lot with BMC products, but did you know you can easily find and connect with users and experts just like yourself?  BMC Communities offers the opportunity to learn from and share your ideas and questions with others.  Whether you are looking for effective ideas for rolling out ITSM, interested in meeting peers at a local user group meeting or seeking advice from product experts, BMC Communities is the place for you!



Alf's Zoo - This week, IT veteran Hal Clark enters the Zoo to talk about how IT management has changed over the years both for tech workers and the end users they support. And although Hal believes IT's relevance hasn't waned much, the role has evolved to that of a service broker. At the same time, the consumerization of IT has made users less patient and more eager to embrace self-service tools. Users are simply expected to do more for themselves today.


Our BMC ITSM team has partnered with Aberdeen to gain insight into how global best-in-class organizations manage their IT Service Management productivity and relationship with the businesses they support.

Aberdeen Group, the leading provider of fact-based research, is currently conducting an ITSM study we would like for all our customers to participate in. This survey will be used to identify how Best-in-Class ITSM practitioners and users utilized industry solutions to support business engagements and improve productivity.

To thank you for taking time to answer this survey, Aberdeen Group will provide you with a complimentary copy of the final report when it publishes in December, 2013.


To participate in the survey, click here.

Thanks for your participation and support,

Jeff Moloughney



This week, Bill Emmett gives the Zoo a glimpse of WWRUG, the Remedy user conference in San Jose, Calif., Sept. 1 to Oct. 4. Bill also shares his marketing expertise in ITSM, discussing shifts in purchasing trends, the importance of a great user experience and what the help desk of the future looks like.


In the ITSM world, there are a few industry events that are give attendees a real leg up on emerging trends, new skills, and connecting with luminaries in the service management industry.  ITSM Fusion 13 is one of them.


We would love to connect with you at the event.  And fortunately, finding BMC won't be hard   Not only is our booth one of the largest at the event, it's one of the first ones you'll see as you enter the show floor.  At our booth, we're showing some of our newest technology.  You'll see BMC's focus on providing an amazing user experience, as well as technologies that will help you support your increasingly mobile workforce.  We have some of our most experienced people in the booth, and we'd love to enterain discussions in all things service management.


We also have some sessions during the event that are sure to excite.  On monday, Chris Dancy is going to talk about the role of self-service in empowering people.  On Tuesday, Alf Abuhajleh will be talking about transforming the end user experience of IT.


We really look forward to seeing you there next week!


Recently Gartner published its second annual Magic Quadrant for IT Service Support Management (ITSSM) Tools. Of the 13 vendor solutions evaluated, BMC Software was positioned as one of the highest rated vendors in the Challengers quadrant based on an evaluation of BMC Remedy.


Gartner ITSSM MQ.png


According to the Magic Quadrant, BMC Software is ranked as:


  • The highest rated vendor from a “completeness of vision” perspective
  • The second highest rated vendor from an “ability to execute” perspective
  • The only vendor  that touches the leaders quadrant


BMC has licensed reprint rights to the report, and we invite and encourage you to read it.




Source: Gartner “Magic Quadrant for IT Service Support Management Tools” by Jeffrey M. Brooks and Jarod Greene, 20 August 2013


Gartner Disclaimer:

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.



Alf's Zoo - This week, on-demand expert Tony Myers talks about the Software-as-a-Service business maturing. We no longer obsess over cost, but look for value when investing in SaaS projects. We require both out-of-box and deep customization. We mix and match cloud and on-premise tools. And we want easy-to-read SLAs. It's not easy being a help desk in the cloud.



Alf's Zoo - This week,'s Will Spendlove and BMC's Jeff Moloughney join the Zoo to talk about, a drag-and-drop-like development platform on top of which BMC built its Remedyforce solution. Together they share why beats the competition, how big and small businesses take advantage of it and what's next in mobile and social innovation.


If you are interested in how to improve social activities for the IT service desk please take a quick read of a new blog I posted:


Jeff Moloughney

ITSM Solutions Marketing



Check out guest host Kathryn Craig, who takes over the Zoo with an in-depth discussion on the future of asset management. Jon Hall shares his expertise on the evolution of ITAM from a CFO-controlled cost center to a tool for business units to yield greater returns. And how the cloud has impacted the way we manage hardware, software and gadgets in the coming years.



Jeff Moloughney educates the Zoo on what drives business innovation at small and midsize businesses. While enterprises talk a big game around social, mobile and collaboration, it's often the little guys who are getting the job done. And with limited resources, modern IT tools have far greater impact on SMBs than anywhere else.


If you are interested in understanding what a service desk business can learn from the dog walking community follow this link below to my post in the @Remedyforce community.


Enjoy this blog to see how an #ITSM solution supporting a shared service environment can be the ultimate dog walker!


Jeff Moloughney

ITSM Solutions Marketing


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