Service Management Blog – BMC Blogs BMC Software Tue, 07 Apr 2020 11:43:57 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 Knowledge Management: Guidelines and Best Practices Tue, 07 Apr 2020 11:43:57 +0000 Knowledge Management is the process of generating, storing, sharing, and managing information. In the age of big data, we know that information can be overwhelming—yet it promises unprecedented business opportunities for those who practice Knowledge Management to perfection. In this article, we will discuss the industry-proven ITIL® Knowledge Management guidelines and best-practices that will help […]]]> The BMC Support Organization Fri, 03 Apr 2020 00:00:49 +0000 This is part 2 of a 3-part series exploring the implementation, refinement, and operation of an L2 service organization at BMC, and how you might find a similar path useful at your organization. As we discussed in part 1, a critical concept to adopt for operational excellence in IT is one of optimized roles for […]]]> Why Do ITSM Implementations Fail? Fri, 03 Apr 2020 00:00:01 +0000 IT service management is often viewed as a technology implementation that governs business processes. However, most ITSM implementations fail to focus on a critical element of the ITSM implementation process: the people change. In this article, we will discuss the top reasons organizations lose focus on their mindset, people, and culture when implementing ITSM—ultimately failing […]]]> Advancing to the Future of Service Management – Part 1: Core Components of Future-Ready Service Management Thu, 02 Apr 2020 11:30:31 +0000 If you do not have a plan for future-ready service management in place, you probably should—it can mean the difference between meeting or beating the competition. To help you get started and learn from our experience, this two-part blog series will describe what it takes for an organization to evolve its service management capabilities toward […]]]> Roles and Responsibilities in Change Management Wed, 01 Apr 2020 00:00:29 +0000 Change enablement, also known as change management, is at the core of ITIL® service transition. The maturity of organization depends on how well it facilitates change requests (CR) in response to end-user, technical, functional or wider business requirements. Careful change management helps reduce the risk exposure and disruption proactively when new changes are instituted within […]]]> Tiered IT Support in the Digital Age Fri, 27 Mar 2020 00:00:30 +0000 BMC Case Study: Increasing IT Efficiency with a Level-2 Support Organization The evolution of the enterprise IT support organization mirrors that of the impact of technology on the world at large—as innovation drives demand, organizations must scale to both meet those requirements and anticipate further disruption. The role of IT service (also referred to as […]]]> Incident Postmortem Template and Tips Fri, 27 Mar 2020 00:00:11 +0000 As the Spanish poet George Santayana eloquently put it, “Those who cannot remember the past are condemned to repeat it.” This sentiment, penned over a century ago, has proven time and again its merit. However, memory is by no means a perfect tool. The trouble with memory lies in the feebleness of the human mind. […]]]> ITSM Assessments: An Introduction and How To Get Started Thu, 26 Mar 2020 00:00:07 +0000 Information Technology Service Management (ITSM) has become a key component for virtually every organization in the modern business world. The digital age is in full swing and the result of this reality is a world full of possibility and complexity in equal measures. The complex nature of ITSM makes it difficult to understand how your […]]]> ISO/IEC 20000-1 vs 20000-2 vs 20000-3: What’s The Difference? Wed, 25 Mar 2020 13:30:06 +0000 The technology sector is in a constant state of flux. Keeping up with all the changes is a difficult but necessary task for IT professionals that want to remain ahead of the curve. This is what makes IT service management equal parts exciting and frustrating. Developments in the IT world can be particularly difficult to […]]]> IT Service Desk Benchmarks Tue, 24 Mar 2020 00:00:45 +0000 IT-enabled business organizations operate in an increasingly dynamic environment as they seek to innovate, improve service quality, and proactively adapt to changing business needs. These changes drive process improvements in terms of delivering IT services and solutions to end users. That’s why companies establish an IT service desk: to ensure the service delivery is managed […]]]>