Service Management Blog – BMC Software | Blogs Tue, 26 Oct 2021 12:42:27 +0000 en-US hourly 1 Service Management Blog – BMC Software | Blogs 32 32 BMC Helix at the Intersection of Customer Demand and Innovation Wed, 27 Oct 2021 04:00:24 +0000 See BMC Helix ServiceOps Innovations at BMC Exchange 2021 Excellent service is increasingly the primary driver of business success, and in today’s modern digital economy, a customer’s experience of that service is what can make or break a company’s survival. Whether it’s a queue at a coffeeshop, a “Please Wait” circle on an app, a […]]]> 4 Key Success Factors for Establishing a Knowledge Management Initiative Mon, 25 Oct 2021 13:20:29 +0000 Delivering high-quality customer service and support is often a challenge when your products are complex and when there are ongoing changes in the general environment. With BMC Helix Knowledge Management by ComAround, the Customer Care Center at Volvo Car Sweden always has access to the latest, most accurate information and knowledge and has improved customer […]]]> What Is AISM? AI Service Management Explained Mon, 25 Oct 2021 12:48:21 +0000 According to IDC, enterprises will need to deliver more services in the next four years than they have in the previous 40 years.[1] That’s no surprise: digital success today hinges on an organization’s ability to deliver: Rapid innovation Exceptional customer experiences To meet the quality, velocity, and sheer scale of these innovations, enterprises are rethinking […]]]> 2021 Gartner® Magic Quadrant™ for ITSM Tools Tue, 19 Oct 2021 00:00:44 +0000 Download Now: Gartner Magic Quadrant for ITSM › The 2021 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 eighth year in a row! IT service support management tools are vital […]]]> Service Discovery in the Enterprise: A Beginner’s Guide Tue, 12 Oct 2021 15:06:09 +0000 Modern software applications consist of highly dependent IT service components that operate on a complex IT infrastructure. A performance issue or outage facing an individual component can impact a vast global user base. Modern apps are also constantly updated with new features that follow rapid release cycles of a DevOps software development lifecycle (SDLC). Consider […]]]> Building Enterprise Chatbots: Phases & Best Practices Tue, 12 Oct 2021 00:00:00 +0000 Recently, I was using a company’s chatbot to get an answer about their software. It was a complex scenario where I thought direct contact with the company’s support team would be easier than googling a solution. Their chatbot connected within seconds. I asked my question in natural language: that uncertain description of trying to say […]]]> Introduction To Application Portfolio Management Tue, 05 Oct 2021 08:00:02 +0000 Business organizations experience an increasing application portfolio complexity as they invest in long-term technology solutions. Applications designed to solve a particular set of problems in the present technology landscape may no longer be relevant or feasible in the near future. Yet, these organizations are locked into using legacy applications that incur high maintenance costs, bottleneck […]]]> Major American Food Corporation Creates a Future-Ready Foundation with BMC Thu, 23 Sep 2021 12:33:50 +0000 A large US-based global food corporation has been a BMC customer for over 30 years, and as such, the company understands the value of investing for the future. To continue its growth, and meet the demands of a changing world, the organization recently took a big leap forward in its digital transformation. As part of […]]]> IT Ticketing Software: An Introduction Fri, 17 Sep 2021 00:00:55 +0000 How do you handle your office’s need for IT support? Do you have an internal team you email that rushes to your side to help or handles plenty of processes for you? Or does your IT department answer the phone like Roy from The IT Crowd? If you feel like Roy, maybe it’s time for […]]]> Change Management Explained: Change in Service Management, DevOps & More Tue, 14 Sep 2021 07:16:09 +0000 Translating customer requirements into actual products and services is one of the main value streams of service management. And the activities behind the building, testing and deployment of these products and services are usually enabled and controlled by the change management practice. According to VeriSM, change management is normally implemented as a process that: Reviews […]]]>