BMC Engage 2015: Smart IT, MyIT and the Power of the Service Platform
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Transcript of BMC Engage 2015: Smart IT, MyIT and the Power of the Service Platform
© Copyright 05/01/2023 BMC Software, Inc1
Jon HallLead Product Manager, Smart ITSeptember 2015
Smart IT, MyIT and the power of the next generation Service Platform
#Remedy9 @BMC_ITSM
© Copyright 05/01/2023 BMC Software, Inc2
Agenda
Expectations have changed
How to succeed at Digital Service Management
YOU have the power to innovate
© Copyright 05/01/2023 BMC Software, Inc3
Expectations have changed
© Copyright 05/01/2023 BMC Software, Inc4
HOW MANY OF YOU DID THIS BEFORE FLYING HERE?
© Copyright 05/01/2023 BMC Software, Inc5
THE OLD WAY OF DOING THINGS…
© Copyright 05/01/2023 BMC Software, Inc6
…NO LONGER MATCHES THE NEW
© Copyright 2015 BMC Software, Inc.
According to 100+ IT managers at Fortune 1000 companies, mobile technologies and the consumerization of IT are having a positive impact on business:
46%positive impact on
customer satisfaction
44%improved ability to
drive innovation within the business
30%increased revenue
© Copyright 05/01/2023 BMC Software, Inc8
“A growing number of companies are finding their service businesses under threat.The culprits are members of a new wave of digital upstarts that capitalize on…
• changes in technology• customer behavior,• and the availability of data
…to create innovative, customer-friendly alternatives to the services incumbents offer”
© Copyright 05/01/2023 BMC Software, Inc9
How to succeed at Digital Service Innovation
© Copyright 05/01/2023 BMC Software, Inc10 BMC San Jose
“Winning approaches will consist of three elements”…
FOCUS ON SERVICE INNOVATION
PERSONALIZE THE CUSTOMER EXPERIENCE
SIMPLIFY THE WAY SERVICES ARE DELIVERED
#Remedy9 @BMC_ITSM
© Copyright 05/01/2023 BMC Software, Inc11
Transformational personal service for the consumer
SEARCH KNOWLEDGE
BOOK APPOINTMENTS
VIEW SERVICE HEALTH
REQUEST SERVICES
COMMUNICATE & COLLABORATE
PROVIDE KNOWLEDGE
DYNAMICALLY RESPOND
MAINTAIN SERVICE HEALTH
DELIVER SERVICES
RESPOND & INTERACT
Game changing tools for the service provider
#Remedy9 @BMC_ITSM
© Copyright 05/01/2023 BMC Software, Inc12
DEMO:How we do it at BMC
1. Bring the latest in customer support to the enterprise. Tech Lodge.
2. Self-scheduled IT support. Higher productivity.
3. Support bar for walk-ins. Greater customer satisfaction.
© Copyright 05/01/2023 BMC Software, Inc13
Case Study: Major European City Transport System
Station staff use MyIT to proactively monitor key station equipment, search knowledge, and (where necessary) request support via Remedy.
Technical support staff use Smart IT to respond to requests, communicate, and resolve issues.
Transport system status pushed to Station staff to ensure passengers can be kept fully informed, and proactive decisions can be taken.
#Remedy9 @BMC_ITSM
© Copyright 05/01/2023 BMC Software, Inc14
YOU have the power to innovate
© Copyright 05/01/2023 BMC Software, Inc15
SERVICE MANAGEMENT PLATFORMS
INTUITIVE USER EXPERIENCE
Incident Problem Change
ASSETS & SERVICES
INTELLIGENT DISCOVERY
Persona Based Content
OPE
N M
AR
KET
PLA
CE
SERVICE BROKER
APIs
ORCHESTRATOR
Bi-Modal IT Remedyforce
Atrium Discovery and Dependency Mapping
Salesforce1
Atrium CMDB
MyITVISUALDEVELOPMENT
TOOLS
CONFIGURATIONMANAGEMENT
SYSTEM
Remedy
Smart IT
INDUSTRIAL IT HIGH SPEED IT
BMC’s comprehensive and compellingDigital Service Management Suite
#Remedy9 @BMC_ITSM
© Copyright 05/01/2023 BMC Software, Inc16 BMC San Jose
Key Takeaways
YOUR CUSTOMERS AND STAFF HAVE HIGHER EXPECTATIONS THAN EVER
TECHNOLOGY HAS RAPIDLY INCREASED THE OPTIONS FOR
SERVICE DESIGN AND DELIVERY
BMC GIVES YOU THE POWER TO BECOME A SERVICE INNOVATOR FOR
YOUR ORGANIZATION.
#Remedy9 @BMC_ITSM