Service Management Blog – BMC Blogs BMC Software Wed, 18 Sep 2019 08:45:32 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 What Is IT4IT? Wed, 18 Sep 2019 00:00:43 +0000 For many companies, the IT service pipeline is broken. Siloed technologies, multiple data and architecture models across vendors, and complex integrations prevent organizations from understanding end-to-end IT workflows. Previous standards and practices within the ITSM space, like ITIL® and COBIT, have described how to manage your people, processes, and technologies to address IT management gaps. […]]]> Introduction to Cynefin for ITSM Wed, 18 Sep 2019 00:00:41 +0000 No one can deny the impact technology has had on the modern world. The steady advancement of technology has made the unimaginable a matter of daily life. In the space of 50 years, we went from giant, room-filling computers which took days of cranking and winding to solve a single equation to pocket-sized devices capable […]]]> BMC Helix ITSM Reviews and Ratings Tue, 17 Sep 2019 00:00:43 +0000 When it comes to ITSM solutions, you have plenty of options. But we believe BMC Helix ITSM should be your go-to solution. Formerly known as BMC Remedy and Remedy 9, BMC Helix ITSM is transforming service management with cutting-edge digital and cognitive automation technologies and its people-centric user experiences help you work even smarter. Here […]]]> What is Business-Capability Mapping? Tue, 17 Sep 2019 00:00:27 +0000 Business-capability mapping is a key step in business process management (BPM). BPM is an overarching modality that includes the discovery and mapping of business capabilities as well as drawing insights from the capabilities, allowing for improvement and optimization. Before improvement and optimization can be achieved, businesses must understand what they do best and what they […]]]> Business Service Catalog vs Technical Service Catalog: What’s The Difference? Wed, 11 Sep 2019 13:00:21 +0000 Imagine going to your favorite restaurant with your friend and the waiter gives you different menus. It soon dawns on you that your friend gets something better than you simply because it was in their menu but not yours. (You may then feel shortchanged and not enjoy your time together.) This same principle applies to […]]]> How AIOps Powers ITSM/Service Desk Mon, 09 Sep 2019 00:00:48 +0000 Does this sound familiar? A single disruption to service and your IT staff has to handle hundreds of new tickets. Without the necessary context, however, too many of these tickets are escalated beyond Level 1, but your unintegrated ITSM and ITOM tools means your agents are duplicating their efforts. The result is unsatisfied end users […]]]> Gartner 2019 Magic Quadrant for ITSM Tools Mon, 09 Sep 2019 00:00:44 +0000 The 2019 Gartner Magic Quadrant for IT Service Management (ITSM) Tools is now available. We believe that due to our enhanced solution capabilities and proven ability to execute, BMC was named a Leader for the sixth year in a row! IT service support management tools are vital for infrastructure and operations organizations to manage support […]]]> What is ITIL Service Delivery? Fri, 06 Sep 2019 00:00:11 +0000 ITIL service delivery occurs when an organization performs an IT service for a customer that meets two criteria: First, it should produce an outcome that the customer values. Secondly, the customer shouldn’t have to manage the outcome’s costs and risks. Services are designed, deployed, delivered, improved, and retired by using the ITIL framework. You might […]]]> ITSM and AI: How AI Is Changing IT Service Management Fri, 30 Aug 2019 00:00:56 +0000 Digital transformation is a reality for many enterprises looking to maximize their growth and adaptability to oncoming business needs. The limitations of human-driven ITSM are becoming increasingly pronounced in the face of developments like artificial intelligence (AI), robotic process automation (RPA), internet of things (IoT), and multi-cloud. AI and Service Management Technology Trends According to […]]]> Introduction to ISO/IEC 20000 Tue, 27 Aug 2019 10:16:39 +0000 IT service management, or ITSM, is a concept closely linked with ITIL and ISO, all common enterprise methodologies. The International Organization for Standardization, or ISO, is a globally recognized standard-setting agency. They’ve created a widely adopted best-practices framework, called ISO/IEC 20000. ISO 20000 is an international best practice guide that managers can apply to evaluate […]]]>