Jon Hall – BMC Blogs BMC Software Fri, 14 Dec 2018 15:31:04 +0000 en-US hourly 1 Jon Hall – BMC Blogs 32 32 Swarming Support vs Tiered Support: What’s the Difference? Thu, 17 May 2018 00:00:55 +0000 What is Swarming Support? It’s a reaction to the perceived shortcomings of a ubiquitous ITSM practice: the tiered support model. Perhaps the most well known organisational structure for IT Service Management is the three-tier support hierarchy. In a typical enterprise, we might find a structure which looks something like this: Level 1: A frontline Service […]]]> How BMC Remedy Brings Value to SecOps Wed, 05 Apr 2017 00:00:21 +0000 Every company is a target for malicious actors who are seeking to gain access to valuable data, or to damage critical systems. With the average price of a data breach now standing at $4 million, security is everyone’s responsibility. ITSM has an important role to play, and can bring significant value to the Security Operations […]]]> The Importance of Knowledge Management in the Digital Enterprise Mon, 26 Sep 2016 15:56:58 +0000 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 in the […]]]> Knowledge Centered Support: The Framework For Service Desk Transformation Tue, 09 Feb 2016 09:01:47 +0000 The Digital Revolution is creating huge opportunities for innovation and productivity in the workplace.  However, this brings significant challenges to enterprise support functions. The scope of technical support is widening as technology moves from the back-office to the front-line. As a result, support organizations are expected to provide support for an ever-wider range of technology, […]]]> IT Asset Management Strategies in the Digital Enterprise Mon, 21 Sep 2015 20:35:45 +0000 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 role of […]]]> Knowledge Management Strategies: Exploring the Long Tail Tue, 23 Jun 2015 14:41:10 +0000 In 2007, Chris Anderson, then Editor-in-Chief of Wired, wrote a seminal article entitled The Long Tail, in which he described a unique advantage held by big online retailers, such as Amazon, over traditional physical media outlets. For bricks-and-mortar stores, it has never been economical to stock anything beyond a relatively thin slice of titles. Even large […]]]> First Call Resolution: #1 Service Desk & ITSM Metric Explained Tue, 16 Jun 2015 21:54:36 +0000 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 […]]]> ITAM 2015: The evolving role of the IT Asset Manager Mon, 21 Jan 2013 00:00:00 +0000 In a previous post, we discussed the fact that IT Asset Management is underappreciated by the organizations which depend on it. That article discussed a framework through which we can measure our performance within ITAM, and build a structured and well-argued case for more investment into the function.  I’ve been lucky enough to meet some […]]]> Building the case for IT Asset Management with Benchmarking Sat, 28 Jan 2012 00:00:00 +0000