bmc engage 2015: smart it, myit and the power of the service platform

© Copyright 05/01/2023 BMC Software, Inc1

Jon HallLead Product Manager, Smart ITSeptember 2015

Smart IT, MyIT and the power of the next generation Service Platform

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc2

Agenda

Expectations have changed

How to succeed at Digital Service Management

YOU have the power to innovate

© Copyright 05/01/2023 BMC Software, Inc3

Expectations have changed

© Copyright 05/01/2023 BMC Software, Inc4

HOW MANY OF YOU DID THIS BEFORE FLYING HERE?

© Copyright 05/01/2023 BMC Software, Inc5

THE OLD WAY OF DOING THINGS…

© Copyright 05/01/2023 BMC Software, Inc6

…NO LONGER MATCHES THE NEW

© Copyright 2015 BMC Software, Inc.

According to 100+ IT managers at Fortune 1000 companies, mobile technologies and the consumerization of IT are having a positive impact on business:

46%positive impact on

customer satisfaction

44%improved ability to

drive innovation within the business

30%increased revenue

© Copyright 05/01/2023 BMC Software, Inc8

“A growing number of companies are finding their service businesses under threat.The culprits are members of a new wave of digital upstarts that capitalize on…

• changes in technology• customer behavior,• and the availability of data

…to create innovative, customer-friendly alternatives to the services incumbents offer”

© Copyright 05/01/2023 BMC Software, Inc9

How to succeed at Digital Service Innovation

© Copyright 05/01/2023 BMC Software, Inc10 BMC San Jose

“Winning approaches will consist of three elements”…

FOCUS ON SERVICE INNOVATION

PERSONALIZE THE CUSTOMER EXPERIENCE

SIMPLIFY THE WAY SERVICES ARE DELIVERED

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc11

Transformational personal service for the consumer

SEARCH KNOWLEDGE

BOOK APPOINTMENTS

VIEW SERVICE HEALTH

REQUEST SERVICES

COMMUNICATE & COLLABORATE

PROVIDE KNOWLEDGE

DYNAMICALLY RESPOND

MAINTAIN SERVICE HEALTH

DELIVER SERVICES

RESPOND & INTERACT

Game changing tools for the service provider

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc12

DEMO:How we do it at BMC

1. Bring the latest in customer support to the enterprise. Tech Lodge.

2. Self-scheduled IT support. Higher productivity.

3. Support bar for walk-ins. Greater customer satisfaction.

© Copyright 05/01/2023 BMC Software, Inc13

Case Study: Major European City Transport System

Station staff use MyIT to proactively monitor key station equipment, search knowledge, and (where necessary) request support via Remedy.

Technical support staff use Smart IT to respond to requests, communicate, and resolve issues.

Transport system status pushed to Station staff to ensure passengers can be kept fully informed, and proactive decisions can be taken.

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc14

YOU have the power to innovate

© Copyright 05/01/2023 BMC Software, Inc15

SERVICE MANAGEMENT PLATFORMS

INTUITIVE USER EXPERIENCE

Incident Problem Change

ASSETS & SERVICES

INTELLIGENT DISCOVERY

Persona Based Content

OPE

N M

AR

KET

PLA

CE

SERVICE BROKER

APIs

ORCHESTRATOR

Bi-Modal IT Remedyforce

Atrium Discovery and Dependency Mapping

Salesforce1

Atrium CMDB

MyITVISUALDEVELOPMENT

TOOLS

CONFIGURATIONMANAGEMENT

SYSTEM

Remedy

Smart IT

INDUSTRIAL IT HIGH SPEED IT

BMC’s comprehensive and compellingDigital Service Management Suite

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc16 BMC San Jose

Key Takeaways

YOUR CUSTOMERS AND STAFF HAVE HIGHER EXPECTATIONS THAN EVER

TECHNOLOGY HAS RAPIDLY INCREASED THE OPTIONS FOR

SERVICE DESIGN AND DELIVERY

BMC GIVES YOU THE POWER TO BECOME A SERVICE INNOVATOR FOR

YOUR ORGANIZATION.

#Remedy9 @BMC_ITSM

© Copyright 05/01/2023 BMC Software, Inc17

Thank You.

Jon Hall

+44 7595 963538jon_hall@bmc.com @JonHall_