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The Digital Imperative for ITSM
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The workplace is changing.
Of workers access documents on the go
81%
75% Of global workforce will be
Millennials by 2030
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Business is moving at the speed of 850 ADPS (Apps Downloaded Per Second).
5x Faster growth in demand
for mobile app development than IT’s
capacity to deliver them by end of 2017
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Above average productivity in highly engaged employees
38%
Human productivity is new currency for business success.
$2.4K Increase in profits per
employee for increasing employee engagement
investment by 10%
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Welcome to the future of Services An app-driven, mobile-centric Digital Workplace where employees’ access to the right info at the right time can yield huge returns on a company’s execution, retention and performance.
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ITSM
ITSM
EXCELLENCE
MODERN
SERVICE DESK
ENTERPRISE SERVICE
MANAGEMENT
DIGITAL
INNOVATION
DIGITAL
SERVICES
The journey to Digital Service Management
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© Copyright 2014 BMC Software, Inc. 7
75% 3x
50%
IT Professional productivity
% of Employee self service usage
Improvement in service desk professional satisfaction
Employee satisfaction with IT service desk
60 80%
BMC’S modern service desk approach Revolutionizes productivity AND satisfaction
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Gartner, Magic Quadrant for IT Service Support Management Tools,
Chris Matchett, Katherine Lord, Tapati Bandopadhyay, 25 August 2015
* This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC.
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.
Gartner, Critical Capabilities for IT Service Support Management Tools, Chris Matchett, Katherine Lord, Tapati Bandopadhyay, August 25, 2015
A Gartner Magic Quadrant leader
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Re-Inventing BMC’S ITSM Suite for Digital Service Management
Visual Development
Tools
Service Management
Platforms
Configuration Management
System
Intuitive User Experience
Industrial IT High Speed IT
Incident Problem Change
Assets & Services
Intelligent Discovery
Persona Based Content
Op
en M
arke
tpla
ce
Service Broker
APIs
Orchestrator
Bi-Modal IT
Smart IT
Remedy Remedyforce
Atrium Discovery and Dependency Mapping
Salesforce1
Atrium CMDB
MyIT
BMC Innovations in the last 12 Months
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Remedy 9 Platform
Standard ITIL reports and KPIs out-of-the-box
Easy to Customize
& Share
Automated Upgrade
Fast Search For Intelligent User
Experience
New Java Plaform & Rest APIs
Work smart with insights at your fingertips & end-to-end ITSM automation
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Remedy with SmartIT
Knowledge Author
Change Specialist, Coordinator, and Manager
Service Desk Manager
1st-line Service Desk Agent
Field Support Technician
2nd-line/3rd-line SD agent
Problem Coordinator
Now with Personas for ITSM Excellence
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New MyIT All-in-one catalog Apps, Services and Hardware – Now with BMC CLM adapter.
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ADDM Benefits Span Across All IT Processes
Coming Soon: “Start Anywhere” Application Mapping
28% of IT budget spent on
hardware and software
ITAM
ADDM found 10,000 unmanaged servers
ITSM
40% of outages caused by
change issues
ADDM helped assess and prioritize Shellshock
remediation in 2 days
ITOM
40% of ITOM staff time spent on incident
resolution
First call problem resolution increased 20%
in the 1st 6 months
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ITSM
ITSM
EXCELLENCE
MODERN
SERVICE DESK
ENTERPRISE SERVICE
MANAGEMENT
DIGITAL
INNOVATION
DIGITAL
SERVICES
The journey to Digital Service Management
Digital Workplace
IoT Scale Automation
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BMC DIGITAL WORKPLACE SOLUTIONS IT Self-Service | HR | Service App Store
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HR CASE MANAGEMENT
Global delivery. Personal service.
For the Digital Workplace.
Tiered shared services
delivery model
350+ HR best practice
templates
SLA management
HIPPAA & Safe Harbor certified
Security & visibility model
Workflow automation
60+ eForms
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HR Case Management App
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MYIT SERVICE BROKER Service app store for the Digital Workplace
BMC Software
Dell
salesforce.com
American Express
Microsoft Appointment
Request Service
Get Help
Reservations
Approvals
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Outsourced Services
Got Catalog Sprawl?
Internal IT Services
Internal Business Services
Hardware Vendors
Software Vendors
95% of IT people said a consolidated service app store would make the organization more effective.
71% of companies have up to five catalogs running concurrently.
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MyIT Service Broker
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* This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC.
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.
• “The digital workplace is an ongoing, deliberate
approach to delivering a more consumerlike
computing environment to business users.”
Gartner, Critical Capabilities for IT Service Support Management Tools, Chris Matchett, Katherine Lord, Tapati Bandopadhyay, August 25, 2015
Gartner, Critical Capabilities for IT Service Support Management Tools, Chris Matchett, Katherine Lord, Tapati Bandopadhyay, August 25, 2015
A Digital Workplace leader
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Go digital or go extinct.
75% Of S&P 500 will be replaced
by 2027
Who will you trust to take IT into the
digital services age?
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SMART. BEAUTIFUL. POWERFUL.
Remedy 9
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Systems & Data Architecture
3rd Party Mgmt Services
Cloud Services Service Providers
Intuitive Experience
Security & Risk Mitigation
Open Integration
DIGITAL SERVICE MANAGEMENT
DIGITAL INFRASTRUCTURE OPTIMIZATION
DIGITAL SERVICE ASSURANCE
DIGITAL ENTERPRISE AUTOMATION
ANALYTICS POLICY
ORCHESTRATION
BMC’s big picture: Digital Enterprise Management