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.

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...]

What Is ITIL Service Strategy?

ITIL Guide

ITIL® Service Strategy is the first of five stages of ITIL, a set of IT service management (ITSM) practices that focuses on aligning IT services with the needs of business. ITIL Service Strategy helps organizations understand a market-driven approach to managing IT services as well as how to create a practice of service management to manage … [Read more...]

Digital Workplace and the Consumerization of IT


In many organizations, the technology that employees use to get work done has been pre-defined by a centralized IT group. This technology is also typically a generation or two behind the best consumer experiences, and choice is severely limited. Additionally IT not only dictates the type of technology used, but also when and where it can be … [Read more...]

Gartner 2015 Magic Quadrant for ITSSM Tools


The 2015 Gartner Magic Quadrant for IT Service Support Management (ITSSM) Tools is now available and BMC was named a leader for the second year in a row. Critical to managing the delivery of IT services, ITSSM tools enable infrastructure and operations (I&O) managers to better support their production environments and staff. ITSSM tools … [Read more...]

6 Benefits of ITIL

ITIL Guide

There are six high-level benefits of ITIL® that are achieved by aligning process areas with a desired business outcome. ITIL focuses on solving business issues rather than just improving IT capabilities. As a set of practices that imparts practical and strategic guidance for IT service management, the overall goal of ITIL is to improve the … [Read more...]

Who Uses ITIL?

ITIL Guide

ITIL® is used by organizations in all industries and sectors, including: large, medium, and small companies; U.S. federal, state, and local governments; and universities. ITIL can benefit any organization that provides an IT service management (ITSM) product or service. As a set of practices that imparts practical and strategic guidance for … [Read more...]

Getting Things Right on the Front & Back Ends of IT Service Management Architecture


IT’s challenge is to meet user expectations despite the growing number and complexity of the services we deliver, the increasing number and mobility of users, and the diversity of user devices. To meet that challenge, I have found you must pay attention to both the front-end and the back-end architecture of the IT service management (ITSM) … [Read more...]