Jon Hall

Jon Hall

Lead Product Manager in the BMC Remedy ITSM Product Management team at BMC Software, focused particularly on the evolving toolset marketplace and innovative new solutions for service. 18 years in ITSM.

The Importance of Knowledge Management in the Digital Enterprise

Why is Knowledge Management so important to BMC and to our customers, and why has BMC Remedy Service Management Suite’s Knowledge Management earned the highest ratings in 4 out of 5 Use Cases in Gartner’s Critical Capabilities for IT Service Support Management Tools? Digital transformation is rapidly broadening the range of technologies in use … [Read more...]

IT Asset Management Strategies in the Digital Enterprise

IT assets are rapidly evolving, and so must our practices. It is an interesting time for IT asset management (ITAM). The digital revolution in enterprises has had several profound effects on the corporate IT landscape. Rapid changes in technology have brought an increasingly diverse range of new technologies into ITAM’s scope. The increasing … [Read more...]

Service Desk Software: The Key to First Call Resolution

In an ideal world, it might seem like there would be no need for service desk calls at all. Realistically, we know that there will always be good reasons for customers to call. We still want to provide the best possible service. We want to do it effectively and efficiently. The best possible customer experience ends with the issue resolved … [Read more...]

Five Years On: The iPad’s Profound Impact on Software

ipad in a user's hands

On 27th January 2010, Steve Jobs unveiled the iPad. If you have 90 minutes or so to spare, that launch presentation is a fascinating watch. There was mixed reaction to that initial announcement. Some people called it right. Even days before the launch, Deloitte predicted that a new generation "NetTabs", such as Apple's rumoured new product, … [Read more...]

Building the case for IT Asset Management with Benchmarking

This is a long article, but I hope it is an important one. I think the IT Asset Management sector has an image problem, and it's one that we ought to address.   I want to start with a quick story:   Representing BMC software, I recently spoke at the Annual Conference and Exhibition of the International Association of IT Asset Managers … [Read more...]