Every day, millions of people make more than 31 million journeys on London’s transport network. Transport for London (TfL) is responsible for running the network’s day-to-day operations—managing the Underground, buses, above-ground trains, taxis, trams, boats, and other means of travel. Our top priority is making life easier for our customers. … [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.
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Why map? Application maps provide clear visibility into which parts of the IT infrastructure support a business service, from applications in a traditional data center to the various components of your multi-cloud environment. An application map makes it possible to document and monitor business services. It enables IT to assess the impact of … [Read more...]
Monitoring tools and network operation centers (NOCs) continue to improve, but every organization still experiences issues that affect business. Regardless of the size and scope of an incident, the impact is often determined by the speed and effectiveness of an organization’s response. Recent research shows that an hour of downtime often costs up … [Read more...]
2017 is almost over and as expected, has achieved new records in technology adoption, driven by the transformation of traditional businesses into digital enterprises. While several huge security breaches have been in the news this year, the threat level continues to grow, with cybercrime getting more organized, and derailing the power of new … [Read more...]
The shift People. Process. Technology. Those three words are the golden triangle for a successful transformation. The first and the last are undergoing drastic shifts as we speak. Millenials are entering the workforce at a rapid pace. Over 50% of the workforce will be millennials by 20201 and with 3 to 4 generations working together, the new … [Read more...]
Let’s just be honest, life as a service desk or IT professional has never been harder. Database needs are exploding, the cloud poses new challenges, and user needs grow more complex daily. Most IT groups know they need to drastically alter the way they work, but getting there can seem overwhelming. While DevOps, ITIL and even self-service … [Read more...]
ITIL is a set of best practices that help IT teams function efficiently and align with the needs of business. One important piece of the ITIL that contributes to both of these goals is the Known Error Database, often shortened to KEDB. This is a database that tracks and describes all of the known errors within an overall system. In this article, … [Read more...]
IT asset discovery solutions like BMC Discovery add a variety of different benefits to your services and multi-cloud environments - from reducing service outages, to improving security operations, to mitigating shadow IT. But Discovery’s deep well of data can also play a less obvious but just as critical role in your digital enterprise management … [Read more...]
For IT teams, knowing what you have and where it lives used to be a relatively simple proposition. These days, it’s anything but. Your services and infrastructure now reach far beyond the data center into a multi-cloud ecosystem that can encompass private, public, and hybrid clouds – not to mention legacy on-premises applications, technology … [Read more...]
Whether you’re running a Help Desk or a Service Desk, one of the more important IT Support metrics to track is first contact resolution (FCR). First contact resolution is the percentage of incoming service calls that are resolved during the first interaction with the customer, eliminating the need for the customer or IT Support to follow up with a … [Read more...]