The Digital Imperative for ITSM

The workplace is changing.

Of workers access documents on the go

81%

75% Of global workforce will be

Millennials by 2030

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

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%

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.

ITSM

ITSM

EXCELLENCE

MODERN

SERVICE DESK

ENTERPRISE SERVICE

MANAGEMENT

DIGITAL

INNOVATION

DIGITAL

SERVICES

The journey to Digital Service Management

© 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

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

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

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

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

New MyIT All-in-one catalog Apps, Services and Hardware – Now with BMC CLM adapter.

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

ITSM

ITSM

EXCELLENCE

MODERN

SERVICE DESK

ENTERPRISE SERVICE

MANAGEMENT

DIGITAL

INNOVATION

DIGITAL

SERVICES

The journey to Digital Service Management

Digital Workplace

IoT Scale Automation

BMC DIGITAL WORKPLACE SOLUTIONS IT Self-Service | HR | Service App Store

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

HR Case Management App

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

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.

MyIT Service Broker

* 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

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?

SMART. BEAUTIFUL. POWERFUL.

Remedy 9

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