Service Management Blog – BMC Blogs BMC Software Wed, 24 Jul 2019 08:17:15 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 What is a CMDB and How to Optimize it for Service Delivery Tue, 23 Jul 2019 00:00:13 +0000 As a consultant I have seen how, in many organizations, the configuration management database (CMDB) is always one of two things – an ideal fantasy, or a real nightmare. From my experience, if you start early and clearly establish the foundation of what to include and a strategy for how to manage it, your CMDB […]]]> Aspect Software Reinvents Customer Service Using Remedyforce Wed, 17 Jul 2019 08:21:05 +0000 In this Run and Reinvent podcast, I chat with Tony Ashby, senior Manager of front office solutions delivery, and Nicole Johnson, senior manager of business solutions analysis, at Aspect Software about how they’re reinventing the company’s IT service management practice. Aspect Software offers a suite of contact center and workforce optimization solutions that help companies […]]]> Cybera’s IT Service Management Transformation Reaps Productivity Gains Wed, 10 Jul 2019 00:00:48 +0000 In this Run and Reinvent podcast we chat with two guests from Cybera, a cloud-based managed network services provider: Brian Katsetos, vice president of operations, and Danny Sorenson, senior operations manager. John Fulton, principal product manager here at BMC, leads the discussion on how Cybera is using BMC Helix Remedyforce to transform its IT service […]]]> ITSM vs ITIL: What’s the Difference? Tue, 02 Jul 2019 00:00:24 +0000 Unsure whether you need ITSM or ITIL? Trick question! When it comes to IT management, it isn’t one or the either. IT service management (ITSM) is what you do to manage the services you deliver to your customers, even if you don’t use that term. ITIL is a best practice framework for ITSM, and adopting […]]]> 10 Goodman Manufacturing Uses Remedyforce to Drive Improved Service Management Wed, 26 Jun 2019 00:00:50 +0000 In this Run and Reinvent podcast, I chat with Andrew Dorsey, IT business analyst for Goodman Manufacturing, a Houston-based manufacturer of heating and cooling systems, about how the company is using BMC Remedyforce in unique ways to meet its IT service management and business needs. Below is a condensed transcript of the conversation. John Fulton: […]]]> 3 Ways Cognitive Technologies Can Improve Employee Experience Wed, 26 Jun 2019 00:00:24 +0000 We live in a multi-device, multi-channel world where consumers move effortlessly from laptop to mobile phone to voice assistant to chat app and more. Make no mistake: Your employees expect the same elegant, consumer-like experiences at work, too. Yet too many companies are stuck using antiquated IT and HR systems that create inconsistent, incomplete, and […]]]> How Midsize Companies Can Begin the Cognitive Journey Wed, 19 Jun 2019 00:00:26 +0000 Midsize businesses are not immune to a common challenge in the digital age: Innovate and adapt, or risk being disrupted. The stakes are high. CIOs in midsize firms “must reimagine themselves, their teams, and their services if they are to remain relevant in the next three to five years,” Gartner reports. But digital transformation can […]]]> Will Artificial Intelligence Get Rid of the ‘Boring’ IT Service Management Tasks? Wed, 12 Jun 2019 00:00:59 +0000 In this Run and Reinvent podcast, I’m joined by Doug Hynes, head of sales engineering for North America for Fusion Global Business Solutions, a BMC partner, to chat about the future of IT Service Management and the role of artificial intelligence in the service management field. Below is a condensed transcript of our conversation. Allison […]]]> Why HR Is a Leader in Digital Transformation Wed, 12 Jun 2019 00:00:04 +0000 A Day in the Life of an HR Leader Human Resources plays a critical role in today’s enterprise. From sourcing top talent, to supporting managers and employees, HR is continuously working to create an environment where the employees are treated as their most important customers. Although we know the role of an HR professional goes […]]]> MTBF vs. MTTF vs. MTTR: Defining failure for IT and data center environments Tue, 04 Jun 2019 00:00:07 +0000 MTBF, MTTF, and MTTR sure look like alphabet soup. Fortunately, though, these abbreviations seem super technical, they’re actually the shorthand version of three easy-to-understand concepts: Mean time between failures Mean time to failure Mean time to repair BMC Helix: Next Generation ITSM In the IT world, these terms often apply to the hardware, big and […]]]>