BMC Software delivered major updates to its IT Service Management portfolio that enable organizations to transform their service desk into a flexible, proactive “genius bar” experience.
As a result of BMC’s new approach to IT service delivery, IT organizations can transition quickly from a passive, infrastructure-oriented “support” function to one that delivers proactive, personalized enablement to today’s highly mobile workforce.
BMC offers four major ITSM products to meet every customers unique business need.
The updated portfolio provides both on-premise and on-demand offerings, and includes:
- BMC Remedy IT Service Management Suite 8.0 is a comprehensive solution built to manage the most demanding IT service and operations management challenges. The BMC Remedy IT Service Management Suite is available on premise or provided as Software-as-a-Service (SaaS).
- BMC Remedyforce Service Desk is a SaaS ITSM solution delivered on the industry-leading Saleforce.com platform. It provides organizations with superior time to value through cutting-edge ITSM and integrated asset management capabilities.
- BMC FootPrints 11.5 is the on premise, integrated IT service and asset management solution offering full service lifecycle management, helping organizations gain efficiency and control through a robust, easy-to-use ITSM system.
- BMC Track-It! is the simple and straightforward helpdesk and asset management solution trusted by tens-of-thousands of small businesses.
Each product includes major new social, mobile and cloud capabilities, as well as access to powerful new service analytics. These capabilities help IT organizations deliver a more satisfying experience to employees, while increasing IT productivity and lowering costs.
New capabilities include:
BMC Remedy IT Service Management Suite 8.0
- New integration of the BMC Remedy IT Service Management Suite with Twitter and RSS enable proactive communication of service status to users impacted by service disruptions.
- Virtual Chat for Remedy (VCR) provides a virtual agent that utilizes Artificial Intelligence and integrates with multiple knowledge repositories to provide quick resolution to issues.
- New agent-to-user and agent-to-agent chat capabilities improve user satisfaction while improving service desk staff productivity.
- New Concierge Bar capabilities bring a new level of service to the enterprise user.
- New data management enhancements result in reduced administrator time with faster data loads, simpler upgrades and improved question configuration capabilities in service request management (SRM).
- New BMC Remedy IT Service Management Process Designer provides simplified process definition capabilities with drag-and-drop visual process design for the entire Remedy suite of products.
- New Service Context feature delivers real-time information about a service (or application) to all IT staff from support teams to operations groups.
- New and improved SRM user interface makes finding and requesting the right IT services much easier.
- New mobile applications for incident, change and approvals processes are true applications, not simply mobile browser-based views. This allows service desk staff to continue work, even when not immediately connected to the network.
BMC FootPrints 11.5
- Updated user experience enhancements make navigation more intuitive and suggest solutions improving end user satisfaction and productivity.
- New filtered social media feed now provided on the BMC FootPrints dashboard provides the ability to create incidents from Twitter and Facebook. This not only allows users to report incidents using the method that’s easiest for them, it also gives service desk staff an early-warning radar of user concerns and questions.
- Updates to integrated financial asset data sources drives accurate decision making and improves IT efficiency.
- Increased IT productivity with “cradle-to-grave” automation reducing manual tasks including multi-casting, software patching, automated event management resolution and intelligent agent deployment and management.
- New integrations with BMC FootPrints Asset Core 11.5 intelligently integrate asset data with either on-premise BMC FootPrints Service Core or SaaS-based BMC Remedyforce Service Desk solution.
- Updates support next-generation technology such as Microsoft Windows 8, Windows 2008 Server R2, SQL Server 2012, Ubuntu 12, Redhat 6, and MacOS X Lion.
- New BMC FootPrints Migration Manager updates now expand the reach for migration and desktop transformation projects with support for server-based user profiles, additional profile types, an updated user interface, added application support, and a simplified upgrade process.
BMC Remedyforce Service Desk
- IT service desk technicians can now resolve issues faster with automated tasks like system reboot or software install on a user’s machine through a new integration with BMC FootPrints asset management.
- New release management capabilities help IT organizations better provide visibility and control across multiple change requests and tasks required to update simple or complex enterprise applications.
- Chatter is now available for both IT staff and end users of the service desk, making social communication integral to the entire user and agent experience.
- Self-service users can now approve requests in addition to logging requests, checking status, and searching the knowledge base.
- Over 50 new, customer-suggested enhancements deliver faster time to value and improve overall end-user satisfaction.
BMC Track-It!
- New web and mobility enhancements improve service delivery and IT productivity.
- New administrative features streamline IT processes.
- New features including increased encryption and authentication enhancements strengthen security.
- Support for 3rd party hosted email services enabling customers to embrace cloud hosted email services.
- Automated report distribution streamlines communication and collaboration.
Kia Behnia, BMC’s chief technology officer, said: “Enterprise IT organizations and service providers want to deliver a differentiated, modern service experience. Employees have become far more sophisticated regarding their expectations of IT – they want the ‘genius bar’ service experience everywhere they go, not just in their personal lives. They want immediate access to the IT services they need, across the channels of productivity they prefer, on any device, regardless of their location or the time of day.
“With these new ITSM releases, BMC has harnessed the power of social, mobile, analytics and cloud to leap over the heads of our competitors,” Behnia said. “We are revolutionizing the service desk experience, and there is more to come.”
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