Service Management Blog – BMC Blogs BMC Software Wed, 21 Nov 2018 14:45:56 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 Will ITIL® Die or Be Reborn in the DevOps Era? – Part1 Wed, 21 Nov 2018 00:00:26 +0000 You may have heard at various times over the past several years, as digital transformed the service era from on-premises-based software solutions to modular, user-friendly, often cloud-based ITSM solutions, that ITIL was poised to perish. With its taut regulations and process steps that complement the rigorous but often slow, methodical nature of traditional software development, […]]]> Will ITIL® Die or Be Reborn in the DevOps Era?- Part 2 Wed, 21 Nov 2018 00:00:16 +0000 In the first half of this blog post, we covered some of the inherent benefits and problems with ITIL—and with DevOps. It would be a mistake to consider DevOps a replacement for ITIL, as they are distinct methodologies, each with their own advantages and potential drawbacks. And while DevOps may rule at the moment, with […]]]> What the Heck Is that IP Address? Thu, 15 Nov 2018 00:00:07 +0000 U.S organizations alone had 1,579 publicly disclosed data breaches in 2017, and external hackers were to blame in nearly 60 percent of those cases. A separate study found that the average cost of a data breach in 2017 reached $3.62 million. Another report projects that global cybercrime will cost the world $6 trillion in 2021, […]]]> Best practices for enterprise chatbots Thu, 15 Nov 2018 00:00:00 +0000 Enterprise chatbots can help you deliver the intuitive, seamless, omni-channel experiences today’s employees expect while improving IT speed, efficiency, and productivity. By making ITSM more proactive, predictive, automated, and accurate, chatbots reduce cost, improve satisfaction, and free resources for higher priorities like multi-cloud management—helping the organization adapt to the dynamic demands of digital business. In […]]]> ITIL Certification Cost & Benefit Analysis Mon, 12 Nov 2018 00:00:37 +0000 If you work in IT, you’ve likely heard of or worked with ITIL. Perhaps you’ve even considered pursuing ITIL certifications. But is the investment worth the return? We’re taking a look at the cost of ITIL certifications at various levels and the benefits you can expect, so you can decide whether it’s an appropriate investment […]]]> Discovery and Dependency Mapping in the Information Age Thu, 08 Nov 2018 00:00:55 +0000 Technology is constantly updating and evolving, so much so that we don’t necessarily notice. We simply expect it to happen. That’s a reflection of the connected world we live and work in. We’ve become accustomed to not only regular updates, but also automatic updates. From the apps on our devices to the operating systems that […]]]> Design Best Practices for Upgrading Your Service Desk Wed, 26 Sep 2018 00:00:34 +0000 With the rapid growth of cloud technologies, the Internet of Things and modern concepts like bring your own device, the role and purpose of the service desk has evolved. In previous generations, many organizations might consider mature IT service management tools and processes as ‘nice to haves’, often at the expense of higher profile and […]]]> ITIL V4: Intro to the 2019 ITIL Update Tue, 18 Sep 2018 00:00:35 +0000 ITIL V4, the latest version of the world’s most popular ITSM framework, is scheduled to be released in Q1 of 2019. Announced nearly two years ago at the itSMF USA Fusion 2017 conference, the new ITIL update will focus on integrating ITIL guidance with best practices from the worlds of DevOps, Agile, and Lean. ITIL […]]]> Gartner 2018 Magic Quadrant for ITSM Tools Tue, 21 Aug 2018 15:47:44 +0000 The 2018 Gartner Magic Quadrant for IT Service Management (ITSM) Tools is now available. BMC was named a leader for the fifth year in a row. We believe this is due to our enhanced solutions capabilities and our proven ability to execute. IT service support management tools are vital for infrastructure and operations organizations to […]]]> How Customer Experience Strategy is driven by IT Wed, 01 Aug 2018 00:00:39 +0000 Your business success depends on keeping your customers happy; IT Service Management (ITSM) gives you the technology and systems to achieve that goal. Delighting your customers means getting service management right. In this article, you’ll learn why ITSM is critical to enhancing the customer experience and growing your business. How IT Service Management Practices Can […]]]>