IT Service Management Blog

IT Service Management is about more than a service desk. Users in the modern enterprise need quick and easy access to IT services. Read the latest blog posts on ITIL, ITSM, help desks, and service desks.

Learn about IT Service Management at BMC.

Three Ways IT Can Deliver a Consumer-like Experience for Business Users

shutterstock_192409466

Consumer technology has spoiled business users. People now expect IT to deliver the same kind of experiences at work that they enjoy at home. That might not come as good news to some staffers—but it should. The reality is, a consumer-like approach can be just as good for IT as it is for users. Consider the way IT support usually works (or … [Read more...]

What’s Inside That Container? What You Don’t Know Can Hurt You!

Container_Management_Docker_700x400_2

I’ve been working with Vagrant over the past few months, and recently started investigating Docker hands-on in my lab. Both container technologies are impressive and useful and are changing the face of application delivery. But…well, we still have some distance to travel. For this article I consider both Vagrant and Docker to be similar … [Read more...]

Four Best Practices for IT Service Desk Managers

Service-Desk-Capabilities

“The more successful your service desk, the happier and more productive your organization.” Proclaimed in meetings, this type of positive mantra is met with nodding heads – but we all know that a lack of focus and a reluctance to provide a budget to support IT service desk capabilities are common barriers. This blog briefly examines why and … [Read more...]

Five Tenets for High-Performance IT Operations (4 of 5)

Fourth Tenet: Operational Intelligence

In this five-part blog series, members of the BMC OnDemand organization will share their perspectives on the five key tenets that guide the way we run BMC software in the cloud for our customers. Nandu Mahadevan, who leads BMC’s OnDemand organization, provides his views on the fourth tenet: Operational Intelligence. Tenet Four: Operational … [Read more...]

Five Tenets for High-Performance IT Operations (3 of 5)

Third Tenet: Proactive Hygiene

In this five-part blog series, members of the BMC OnDemand organization will share their perspectives on the five key tenets that guide the way we run BMC software in the cloud for our customers. Nandu Mahadevan, who leads BMC’s OnDemand organization, provides his views on the third tenet: Proactive Hygiene. Tenet Three: Proactive … [Read more...]

ITSM or ITIL? That Isn’t the Question

ITSM or ITIL: What's the Difference?

If you’re not sure whether you need ITSM or ITIL®, then I’m pretty sure you’re asking the wrong question. It’s not an “either/or” decision. IT service management (ITSM) is what you do to manage the services you deliver to your customers, even if you don’t actually use that term. ITIL is a best practice framework for ITSM, and you should think about … [Read more...]

Who’s going to HDI 2015? BMC!

HDI_Blog_700x700_New

Where will you be March 24–27? The BMC FootPrints Service Core team will be at the HDI 2015 conference In Las Vegas and we’d love to see you there! HDI is the worldwide professional association and certification body for the technical service and support industry. The four-day program is content rich and comprehensive, covering a vast array of … [Read more...]

Five Tenets for High-Performance IT Operations (2 of 5)

Second Tenet: Automation Culture

In this five-part blog series, members of the BMC OnDemand organization will share their perspectives on the five key tenets that guide the way we run BMC software in the cloud for our customers. Nandu Mahadevan, who leads BMC’s OnDemand organization, provides his views on the second tenet: Automation Culture. Tenet Two: Automation … [Read more...]