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BMC Announces Cognitive Service Management Solution with AI, Machine Learning, and Predictive Capabilities

New offering built with IBM Watson technology optimizes service management experience in multi-cloud environments for employees, agents, and developers

NEW YORK – BMC EXCHANGE NYC – October 12, 2017 – BMC today announced a partnership to seamlessly integrate AI technologies from IBM Watson, a leading AI platform for business, into BMC’s leading IT Service Management solutions for the digital enterprise. IBM Watson Conversation and Discovery capabilities enable service management teams to deliver a better service experience to employees across multi-cloud environments, using chatbots to simplify and enhance employee self-service. Watson technology also delivers speed and increases the accuracy of ticket classification and resolution, enabling agents to spend less time on repetitive tasks so they are more productive, while also driving down the cost of service delivery.

“Traditional ITSM solutions face immense challenges and heightened expectations when delivering service in today’s multi-cloud environments,” said Nayaki Nayyar, President, Digital Service Management at BMC. “BMC addresses these complexities by combining the power of IBM Watson with our Cognitive Service Management solutions to deliver intelligent, conversational, and predictive service management experiences for the enterprise.”

“The combination of BMC Cognitive Service Management and IBM Watson technology can help enable enterprises to transform their service management capabilities and add value to existing systems,” said Beth Smith, general manager, IBM Watson Platform. “This is yet another example of how organizations are enhancing business processes by infusing them with AI.”

The BMC Cognitive Service Management approach enables IT to better manage today’s multi-cloud, multi-device, and omni-channel realities by:

  • Embedding cognitive capabilities into Remedy Service Management Suite to automate classification, assignment, and routing of incidents, and transform the way services are delivered by agents.
  • Using virtual agents and chatbots to create a self-service experience with BMC Digital Workplace that employees want to consume and engage with, and help enterprises scale beyond traditional channels.
  • Enabling developers and enterprises to embed predictive intelligence into applications during development, leveraging AI and machine learning capabilities from IBM Watson through a cognitive micro-service delivered on BMC Innovation Suite.

Cognitive Service Management is available today on BMC Innovation Suite, with updates planned for BMC Digital Workplace and Remedy Service Management Suite this quarter. To learn more about BMC Cognitive Service Management, visit http://www.bmc.com/cognitive.

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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.

BMC – Bring IT to Life
BMC, BMC Software, the BMC logo, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered or pending registration with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. ©Copyright 2017 BMC Software, Inc.

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