We know that there’s lots of choices out there for IT service management (ITSM) solutions and vendors, but we believe Remedy Service Managementshould be your go-to solution. Why? Because Remedy is transforming service management with people-centric user experiences that help you to work even smarter. It’s delivered in the cloud via BMC Helix or … [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.
In this blog series, we’ve covered the core components of the new BMC Helix Cognitive Service Management solution. We call them the 3 Cs: Cognitive, Cloud, and our topic for today, Containers. Containers enable greater freedom and flexibility in today’s complex multi-cloud environments. Many people outside of IT, however, aren’t exactly sure … [Read more...]
BMC Helix, our new end-to-end Cognitive Service Management offering, delivers the future of service management with three core components: Cognitive, Cloud, and Containers. We covered the first “C”, Cognitive, in our initial blog post of this series. BMC Helix embeds cognitive capabilities powered by AI and ML into every step of the service … [Read more...]
We built BMC Helix, our new, cloud-based Cognitive Service Management solution, to address today’s most pressing business requirement: how to rethink tools and processes to enable digital transformation. 60% of CIOs and other executives say that they’re behind in their digital transformations, while one in five CEOs will fail to act on digital … [Read more...]
According to a recent Forrester study, 3 trends – Cloud migration, containerization and evolution of Service Management – will help determine how well IT can meet the needs of the business and customers. By successfully addressing these trends, IT organizations can maximize the potential benefits of the cloud while moving beyond providing IT … [Read more...]
Change management in AWS Hybrid Environment is more than just a checklist item. It’s about harmonizing the apparently conflicting DevOps goals of performing rapid iterations and fast release cycles while maintaining infrastructure availability. In hybrid cloud environments, IT assets become programmable resources and automation toward continuous … [Read more...]
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 … [Read more...]
Introduction Business Dictionary defines customer support as "Range of services provided to assist customers in making cost effective and correct use of a product,"1 while technical support is "User-friendly assistance for individuals having technical problems with electronic devices."2 Customer Service and Technical Support both have their … [Read more...]
A few months ago, we wrote about the Spectre and Meltdown vulnerabilities discovered in Intel processors and how to address them: primarily, by deploying software patches. But recently, the plot thickened. Microsoft’s Meltdown patch actually made the original vulnerability worse, creating the new “Total Meltdown” vulnerability that puts its … [Read more...]
Once the stuff of science fiction stories, artificial intelligence (AI) is moving into the mainstream. Practical applications are rapidly emerging and businesses are exploiting AI apps to deliver significant value. In particular, cognitive computing capabilities are now performing many routine, mundane tasks that humans have been saddled with in … [Read more...]