Service Management Blog – BMC Blogs BMC Software Mon, 04 Nov 2019 17:40:32 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 Transforming I&O for Digital Business Success with Proactive Service Resolution by BMC Helix Mon, 04 Nov 2019 00:00:53 +0000 The digital economy has no tolerance for uncertainty. When a problem arises, you’ve got to know what’s causing it, who’s best qualified to fix it, and what its impact might be on customers and your business—and every second counts. With competitors just a click away, and employees relying on critical business services to drive productivity […]]]> SPOC: Why a Single Point of Contact is Critical for IT Support Mon, 04 Nov 2019 00:00:26 +0000 IT is a rapidly changing industry, and as support structures change the way we communicate, support issues with clients needs to change. In support centers, today’s end-user calls in and lets us know there is a problem within the product. The end-user spends time explaining what the issue is and either receives a resolution or […]]]> Calculate Your Own Personalized Total Economic Impact of BMC Helix Fri, 01 Nov 2019 00:00:16 +0000 Digital transformation is shaping the way that enterprises get from where they are today to where they need to be tomorrow. The challenges of evolving consumer expectations and increasingly complex business processes are being met with the adoption of automation and everything-as-a-service solutions. IT service management is at the forefront of the changing tides within […]]]> Introduction to the Enterprise Service Desk Thu, 31 Oct 2019 00:00:15 +0000 The enterprise service desk is an important resource impacting businesses today. It garners global support, but what is it? Quite simply, an enterprise service desk is an automated software that applies the principles of IT service management to industries where quality standards must be achieved to assure the needs of external customers are met. Enterprise […]]]> Changes Types: Standard vs Normal vs Emergency Change Wed, 30 Oct 2019 00:00:38 +0000 The business world is somewhat notorious for its tendency to use confusing buzzwords and industry jargon. This is the case when it comes to differentiating between Standard and Normal Change. It’s no surprise that many people ask themselves, “What is the difference between normal and standard change?” This is especially true given the fact that […]]]> Forrester names BMC Helix a leader in enterprise service management (ESM) evaluation Wed, 30 Oct 2019 00:00:01 +0000 Industry leading Enterprise service management (ESM) solutions require cognitive intelligence, business workflows and cloud-native, fully featured core ITSM capabilities—and that’s great news for customers. As organizations seek to provide robust service management throughout the enterprise, vendors are innovating rapidly to gain competitive advantage in the hotly contested ESM market. For I&O leaders to achieve success, […]]]> Pernod Ricard Uses BMC Helix Remedyforce to Transform into a Globally Connected Service Organization Fri, 25 Oct 2019 00:00:26 +0000 In this Run and Reinvent podcast I chat with Erica Dean, IT Governance System Administrator for Pernod Ricard about how her company is leveraging BMC Helix Remedyforce to create a globally connected organization. Pernod Ricard is headquartered in Paris and is a leading premium wine and spirits company with 19,000 employees worldwide. Below is a […]]]> Role of the Project Management Office (PMO) in an IT Organization Thu, 24 Oct 2019 00:00:09 +0000 The modern business world is embracing Agile practices to help them navigate the treacherous waters of our technologically advanced and rapidly changing environment. Lean teams filled with cross-discipline members focused on collaboration and ownership of duties are accomplishing tasks at breakneck speeds and with higher rates of success compared to older methods of development. This […]]]> Introduction to ECAB: Emergency Change Advisory Board Wed, 23 Oct 2019 00:00:43 +0000 Everything changes. The only constant in the universe is change. There’s a reason there are so many turns of phrases that mention the prevalence and importance of change within the world. The simple fact is that change is inescapable and what defines us is how we react to those changes. This is especially true for […]]]> Help Desk vs Service Desk: What’s The Difference? Tue, 22 Oct 2019 01:01:05 +0000 A few years ago, the ITIL® purist in me would have argued that help desks and service desks are two completely different beasts. Now, I am inclined to say that the distinction is probably more semantics than anything else. Still, many out there say that a help desk and a service desk are not the […]]]> 1