This blog is the fourth in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. So-called “tribal knowledge” or information known only to a group, can work against your help desk organization. If only one or two technicians have learned how to resolve a particular issue, … [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.
Everyone talks about IT Service Management (ITSM) and Information Technology Infrastructure Libraries (ITIL), but people aren’t always clear on what these concepts mean. This is even though most IT shops use some form of ITSM strategies and ITIL tools every day, whether they realize it or not. To help clarify what ITSM and ITIL are, here’s a … [Read more...]
Business agility takes many forms. Manufacturers now divert supply chain items at the last minute to maximize factory output. Finance departments track and adjust spend in near real time. Marketing organizations launch competitive promotions within days of their conception. These are just a few examples of how crucial agility has become for success … [Read more...]
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...]
The price of digital business incompetence is real and growing. The Gartner Group predicts a quarter of businesses will lose their competitive ranking by 2017, succumbing to competitive business models and talent drain. Digitally savvy Millennials will comprise three quarters of the workforce in just fifteen years. They demand mobility, constant … [Read more...]
Download Infographic (PDF) › Embed On Your Site: Copy and Paste the Code Below <img src="http://blogs.bmc.com/wp-content/uploads/2016/07/474393_TechValidate_Catalog_Sprawl_Web-2.jpg" width="540"/><br />Facts about IT Catalog Sprawl. An infographic by the <a … [Read more...]
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...]
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...]