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BMC Receives Highest Scores in Advanced Digital Workplace ITSM and Advanced-Maturity I&O Use Cases in the Gartner Critical Capabilities for IT Service Management Tools

Highest product scores received for Remedy Service Management Suite v.9.1.04 in in 4 of 5 use cases

HOUSTON – August 30, 2018 BMC, a global leader in IT solutions for the digital enterprise, today announced that BMC has received the highest scores in four out of five use cases, including both the Advanced Digital Workplace ITSM and Advanced-Maturity I&O uses cases, in Gartner Inc.’s August 22, 2018, Critical Capabilities for IT Service Management Tools.[1]

A complimentary copy of the full Gartner 2018 Critical Capabilities for IT Service Management Tools report can be accessed at www.bmc.com/criticalcapabilities. In addition, Gartner released its 2018 Magic Quadrant for IT Service Management Tools[2], where BMC is positioned as a Leader for the fifth consecutive year and positioned furthest on the completeness of vision axis in the Leaders quadrant.

“We believe that our position in these Gartner reports demonstrates that BMC is delivering innovative capabilities that enable the digital enterprise,” said Nayaki Nayyar, President, Digital Service Management at BMC. “Our new BMC Helix solutions extend our industry-leading Service Management capabilities with unique cognitive intelligence and a flexible container architecture, which customers can run on their cloud of choice. We will continue to provide innovative ITSM solutions that help customers address their IT transformations.”

The Advanced Digital Workplace ITSM use case “focuses on IT self-service and IT Knowledge Management for advanced-maturity I&O organizations, scoring products’ collaboration features and portals’ appeal to business consumers.” The Advanced-Maturity I&O use case “focuses on mature ITSM capability as well integration with broader ITOM data sources for IT organizations with an ITSIO Maturity Level 3 or higher.”

Cognitive Service Management for the Enterprise

BMC believes that its position in both Gartner reports highlights the company’s continued focus on providing innovative ITSM solutions that evolve rapidly to power today’s digital businesses.

With BMC’s newly introduced BMC Helix Cognitive Service Management (CSM) offering, the company integrates cognitive technologies like artificial intelligence and machine learning into traditional IT service management, transforming every layer of service delivery for end users, agents, and developers.

At the core of the BMC Helix Cognitive Service Management offering are three key attributes:

  • Cloud to Multi-Cloud: Delivers everything as-a-service (Remedy-as-a-Service, Discovery-as-a-Service, and Business Workflows-as-a-Service)
  • Containers: Runs on customer’s choice of multi-cloud, including AWS, Azure, and BMC Cloud.
  • Cognitive: Helps enterprises transform from ITSM to Cognitive Service Management with artificial intelligence, machine learning, bots, and virtual agents.

To learn more about BMC’s solutions for IT Service Management, including its new BMC Helix Cognitive Service Management (CSM) offering, visit http://www.bmc.com/it-solutions/itsm.html

[1]Gartner, “Critical Capabilities for IT Service Management Tools,” by Rich Doheny, Chris Matchett, Kenneth Gonzalez, August 22, 2018.
[2]Gartner, “Magic Quadrant for IT Service Management Tools,” by Kenneth Gonzalez, Rich Doheny, Chris Matchett, August 16, 2018. The report was formerly titled Magic Quadrant for IT Service Support Management Tools.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


About BMC
BMC helps customers run and reinvent their businesses with open, scalable, and modular solutions to complex IT problems. Bringing both unmatched experience in optimization and limitless passion for innovation to technologies from mainframe to mobile to cloud and beyond, BMC helps more than 10,000 customers worldwide reinvent, grow, and build for the future success of their enterprises, including 92 of the Forbes Global 100.

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Francesca DeAnda

Bateman Group for BMC