IT Service Management Blog – BMC Blogs BMC Software Wed, 18 Oct 2017 18:04:44 +0000 en-US hourly 1 IT Service Management Blog – BMC Blogs 32 32 5 Ways Multi-Cloud Discovery Can Enhance IT Security Tue, 17 Oct 2017 01:01:23 +0000 2017 is almost over and as expected, has achieved new records in technology adoption, driven by the transformation of traditional businesses into digital enterprises. While several huge security breaches have been in the news this year, the threat level continues to grow, with cybercrime getting more organized, and derailing the power of new technology. If […]]]> Service Management in an Era of Artificial Intelligence & Machine Learning Thu, 12 Oct 2017 10:30:35 +0000 The shift People. Process. Technology. Those three words are the golden triangle for a successful transformation. The first and the last are undergoing drastic shifts as we speak. Millenials are entering the workforce at a rapid pace. Over 50% of the workforce will be millennials by 20201 and with 3 to 4 generations working together, […]]]> Are you Prepared to Accelerate Your Digital Transformation? Tue, 10 Oct 2017 12:30:54 +0000 Let’s just be honest, life as a service desk or IT professional has never been harder. Database needs are exploding, the cloud poses new challenges, and user needs grow more complex daily. Most IT groups know they need to drastically alter the way they work, but getting there can seem overwhelming. While DevOps, ITIL and […]]]> Known Error Database: An Introduction to KEDBs Fri, 15 Sep 2017 08:30:40 +0000 ITIL is a set of best practices that help IT teams function efficiently and align with the needs of business. One important piece of the ITIL that contributes to both of these goals is the Known Error Database, often shortened to KEDB. This is a database that tracks and describes all of the known errors […]]]> How to Increase Cost Transparency with Asset Discovery and Dependency Mapping Thu, 14 Sep 2017 09:30:20 +0000 IT asset discovery solutions like BMC Discovery add a variety of different benefits to your services and multi-cloud environments – from reducing service outages, to improving security operations, to mitigating shadow IT. But Discovery’s deep well of data can also play a less obvious but just as critical role in your digital enterprise management strategy: […]]]> 4 Critical Capabilities for Deep Visibility and Service Awareness Wed, 13 Sep 2017 08:00:38 +0000 For IT teams, knowing what you have and where it lives used to be a relatively simple proposition. These days, it’s anything but. Your services and infrastructure now reach far beyond the data center into a multi-cloud ecosystem that can encompass private, public, and hybrid clouds – not to mention legacy on-premises applications, technology zombies, […]]]> First Contact Resolution for Improved Customer Satisfaction Tue, 12 Sep 2017 14:30:21 +0000 Whether you’re running a Help Desk or a Service Desk, one of the more important IT Support metrics to track is first contact resolution (FCR). First contact resolution is the percentage of incoming service calls that are resolved during the first interaction with the customer, eliminating the need for the customer or IT Support to […]]]> IT Balanced Scorecard Explained: Using BSC for IT Performance Thu, 07 Sep 2017 14:30:53 +0000 The Balanced Scorecard is a management system that clarifies the strategy and vision of an organization, and then translates them into action that can be tracked. In simple terms, it’s a way of understanding how well the department or entire organization is doing. At first glance the balanced scorecard (BSC) can seem to be only […]]]> Enterprise Service Management vs IT Service Management: What’s The Difference? Wed, 30 Aug 2017 10:10:58 +0000 Often companies need a name for processes – even simple ones – to successfully roll them out. Enterprise service management is one such situation. The term enterprise service management, often shortened to ESM, may be new, but the concept isn’t– and you’ll hear this a lot from ESM adapters and promoters. While there is no […]]]> Incident Management vs Problem Management: What’s The Difference? Mon, 28 Aug 2017 12:00:27 +0000 ITIL (Information Technology Infrastructure Library) is a detailed set of IT service management practices that focuses on providing a framework of best practices for organizations. While ITIL has been around since the 1980s, there is still a lot of confusion about the difference between incident management and problem management, as well as where one stops […]]]>