Today, I’m going to dust off my IT Service Management consultant handbook and talk about ITSM solution design—common mistakes and pitfalls leading to costly changes, explosive debates (those ITIL® purists!), and the sudden departure of project sponsors. I hope this hard-won advice will help you avoid regrets, recriminations, and remorse over your … [Read more...]
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.
Being an IT service management provider, customers often ask us what the various flavors of IT Support tiers are and how they can use them in organizing their Help Desks and Service Desks. Support levels and support tiers are phrases used interchangeably within IT organizations. With some variations, a typical IT Support infrastructure is … [Read more...]
With technology that enables the collection, storage, and analysis of an incredible quantity of data, business demand for big data deployments has moved from experimentation to production. At the same time, IT needs to keep integration with existing business systems in mind. For instance, structured data remains the main focus, so IT needs to keep … [Read more...]
Product managers Larry Toube and Simon Geddes explain the latest improvements in MyIT and Service Broker 3.2. From richer user experience to deeper back-end functionality, the modern self-service app and powerful catalog consolidator bring additional value to enterprises that aspire to be digital workplaces. … [Read more...]
Last year’s introduction of Digital Service Management opened up the door for channel partners and resellers to bring new business value to their customers. The more agile, modern and efficient solutions BMC Software launched – including MyIT, Service Broker and Smart IT – aligned with the tools most people use at home, including Nest, Facebook and … [Read more...]
Mid- and large-sized IT support organizations typically have high volumes of tickets. In order to respond to tickets quickly and efficiently, it is extremely important to assign tickets to the right support personnel. This enables the support organization to meet service level agreements and resolve tickets to the satisfaction of … [Read more...]
Mobile technologies have become an integral part of the way we work, play, and interact with the world around us. According to HubSpot’s “50 Amazing Facts about Mobile Marketing,” 91% of adults keep their mobile phones within arm’s reach 24/7 and multiple sources on the internet observe that smartphone users check their phones 150 times a day. The … [Read more...]
In IT service delivery, which is worse? A bunch of notifications and service tickets for an issue with your infrastructure that you’re already addressing or has little impact? Or No notification from your tool suite for a critical issue, yet a business owner is blaming you for poor performance? In both scenarios, your organization … [Read more...]
Employees run the digital workplace, says Chief Employee Experience Officer Monika Fahlbusch. With the help of social, mobile, and gamification, businesses can jack up productivity, boost the bottom line and win the battle for top talent. Our work should be as easy and efficient as shopping on Amazon or posting on Twitter. In the digital workplace, … [Read more...]
Are you a Health Insurer that wants to improve your STAR Rating? Bring On BMC Control-M Hadoop and reduce your Medicare member complaints and grievances, and generate more revenue. Is your Star score improving? Is your score staying the same or declining? Do you want to generate additional revenue? Drive higher quality? Improve your … [Read more...]