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BMC Accelerates Service Management Experiences Across Multi-Cloud Environments with Newest Release of Remedy

Gartner ITSM Magic Quadrant leader continues to innovate and invest in Remedy by automating and simplifying the service experience for multi-cloud environments

Newly available cognitive capabilities drive efficiency to the service desk with machine learning

HOUSTON – December 14, 2017 – BMC, a global leader in IT solutions for the digital enterprise, today announced it is expanding the market-leading ITSM capabilities of BMC's Remedy solution to multi-cloud environments, including AWS, Jira, and Microsoft Azure. IT leaders can now broker tickets and manage all incidents both on-premises and across multiple cloud platforms from multiple vendors using the Remedy solution. The new capabilities enable companies to deliver a seamless service experience across complex multi-cloud landscapes.

"BMC has demonstrated a remarkable ability to keep pace with evolving technologies and trends to consistently provide us with the tools we need to take IT service management to the next level," said Chad Jolly, Systems Engineer at Ford Motor Company. "Once again, the latest release of Remedy will prepare us to take advantage of recent infrastructure innovations, such as a multi-cloud environment, while making it faster and easier to respond to evolving employee needs and expectations and driving down overall IT costs."

"Every industry is going through a major transformation where they are under competitive pressure to provide service across multi-cloud environments at the highest efficiency, highest speed, and at the lowest cost," said Nayaki Nayyar, President of Digital Service Management at BMC. "To help our customers achieve these goals, we are extending Remedy to provide multi-cloud service management infused with cognitive capabilities."

Multi-cloud environments are redefining businesses across every industry and require that businesses take a fresh look at how to manage multiple clouds from multiple providers, in addition to on-premises infrastructure and assets. BMC's recent Multi-Cloud Survey of over 1,000 IT leaders revealed that resource optimization, business application and data workflow automation, and having enough people with the right expertise were three of the top four challenges they face with in a new multi-cloud world.

Remedy now provides a clear, single view for brokering incidents, changes, and releases across multiple cloud applications and providers. IT managers can optimize resources and costs through automation, eliminating the need to duplicate incident resolution in each management portal of their various public cloud resources.

BMC's survey also found that 80 percent agree that new management approaches and tools are required for effective multi-cloud management, with 78 percent stating that they are turning to artificial intelligence for help. BMC is leading this trend with new machine learning capabilities, available today, that drive service desk efficiency and enable IT to better manage today's multi-cloud, multi-device, and omni-channel realities.

  • New cognitive capabilities are embedded into the Remedy Service Management Suite solution to automate classification, assignment, and routing of incidents, transforming the way services are delivered by agents with more cost-effective scaling of support across the enterprise.
  • Virtual agents and chatbots create a self-service experience with the BMC Digital Workplace solution that employees want to consume and engage with for simple tasks, helping enterprises scale beyond traditional channels.

Based on direct feedback from customers, an innovative new user experience provides unique insights for normalization, reconciliation, and integration of the Configuration Management Database (CMDB). Smart UX configuration capabilities support more detailed and dynamic views to help agents better understand, manage, and resolve incidents, as well as to manage changes.

The new multi-cloud service management, cognitive, and Smart UX features are available now with the newest release of the Remedy solution. For more information, visit https://www.bmc.com/it-solutions/multi-cloud-management.html.

About BMC 
BMC is a global leader in innovative software solutions that enable businesses to transform into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to make digital business fast, seamless, and optimized from mainframe to mobile to cloud and beyond. BMC digital IT transforms 82 percent of the Fortune 500 and serves more than 10,000 customers worldwide.

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