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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Remedy Reviews & Ratings Roundup: Updated for 2018


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...]

The 3 Core Components of BMC Helix, Part 3: Containers


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...]

The 3 Core Components of BMC Helix, Part 2: Everything-as-a-Service and Operating in the Multi-Cloud


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...]

Change Management in AWS Hybrid Environment


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...]

Swarming Support vs Tiered Support: What’s the Difference?


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...]

Customer Service vs Technical Support: What’s the Difference?


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...]

Getting Real Results Today with Artificial Intelligence


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...]