IT Service Management Blog – BMC Blogs BMC Software Tue, 22 May 2018 07:47:14 +0000 en-US hourly 1 IT Service Management Blog – BMC Blogs 32 32 Swarming Support vs Tiered Support: What’s the Difference? Thu, 17 May 2018 00:00:55 +0000 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 frontline Service […]]]> Customer Service vs Technical Support: What’s the Difference? Thu, 03 May 2018 00:00:03 +0000 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 roles in organizations. However, there are significant differences between […]]]> To Patch or Not to Patch: The Latest on Fighting the Spectre and Meltdown Vulnerabilities Thu, 12 Apr 2018 00:00:49 +0000 A few months ago, we wrote about the Spectre and Meltdown vulnerabilities discovered in Intel processors and how to address them: primarily, by deploying software patches. But recently, the plot thickened. Microsoft’s Meltdown patch actually made the original vulnerability worse, creating the new “Total Meltdown” vulnerability that puts its predecessor to shame. While the original […]]]> Getting Real Results Today with Artificial Intelligence Tue, 03 Apr 2018 00:00:21 +0000 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 the past. The real payoff is […]]]> Delight Users and Simplify IT with Enterprise Chatbots Tue, 03 Apr 2018 00:00:07 +0000 Today’s consumer digital experiences are better than ever—seamless, convenient, and intelligent. Why should the workplace be any different? In fact, leading IT organizations are already delivering digital workplace experiences that rival the consumer services people love. They’re not just being nice; a modern, personalized experience drives employee engagement and productivity for the benefit of users […]]]> What’s Next in Government IT Service Management: 6 Expert Insights Mon, 02 Apr 2018 00:00:01 +0000 Throughout government agencies, public servants use integrated service management tools for streamlined reporting, optimized ticket management and organized service catalogs in IT and business operations. However, these end users often only utilize about ten percent of the tool’s capabilities. If they can increase the utilization of the tools, IT leaders are then able to turn […]]]> Unleashing the Power of Remedyforce with the CMDB Mon, 26 Mar 2018 00:00:22 +0000 The philosophy behind the US Oncology Network, a business unit within McKesson Specialty Health, is that local care for cancer patients is better care. Our network of more than 1,400 independent physicians delivers value-based, integrated care to patients close to their homes. Our clinical and business support capabilities, expertise, and industry-leading technologies help keep our […]]]> Introducing ITSM + Multi-Cloud Discovery for the Mid-Market Wed, 21 Mar 2018 00:00:06 +0000 You already know how valuable your multi-cloud environment is for enabling innovation and agility while reducing cost and risk. Now you can get even more out of your hybrid infrastructure—higher service levels, fewer outages, better security—while simplifying and automating a broad range of IT service management (ITSM) and IT operations management (ITOM) processes. Remedyforce, our […]]]> What is Consumerization of IT? The State of Consumerization of IT in 2018 Fri, 16 Mar 2018 00:00:54 +0000 In 2005, Gartner pronounced consumerization “the most significant trend affecting IT in the next 10 years.” Here we are over 10 years later, and while the buzz about the consumerization of IT may have since died down, the effects of it have not. Although the concept of consumerization may not be discussed everyday, it is […]]]> How to Unify IT Service Management with Business Objectives — and Save $715,000 in a Single Year Wed, 14 Mar 2018 00:00:20 +0000 The value of cloud IT service management can extend well beyond enhancing and accelerating IT processes and initiatives. By integrating ITSM workflows with business processes and services, companies can improve efficiency throughout the organization while enabling more seamless, convenient, and effective experiences for employees. Enterprise Management Associates (EMA) recently interviewed a major retail services provider […]]]>