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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Five Ways to Overcome Digital Workplace Hurdles

5 Ways to Overcome Digital Workplace Hurdles

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...]

Avoid Buyer’s Remorse With Your ITSM Solution


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 Support Levels: Level 1, Level 2, Level 3, and more explained


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...]

Common Challenges with Big Data Deployments


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...]

The Zoo: Digital Service Management for Partners

The Zoo: Digital Service Management for Partners

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...]

Take the Drudgery Out of Ticket Routing for Service Desks

Take the Drudgery Out of Ticket Routing

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...]

Service in a Digital World


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...]

The Zoo: Who Runs the Digital Workplace? With Monika Fahlbusch from HR

The Zoo: Who Runs the Digital Workplace? With Monika Fahlbusch from HR

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...]