Eduardo Don Jr., CEO, Lumen 21Chad Haftorson, Principal Product Manager, BMC

Boosting Your IT Help Desk Productivity and Customer Satisfaction

© Copyright 04/12/2023 BMC Software, Inc 2

Reduce IT CostsHow do you get the most out of every person, asset, project, and activity?

Improve Quality of Service How do you meet the performance expectations of your organization?

Manage Risk How do you define and control risk?

Increase Business ImpactHow do you ensure IT investments and operational decisions are aligned with business priorities?

Demonstrate Transparency How do you track cost and activities in your organization and share that with stakeholders?

Expectations have never been higher

© Copyright 04/12/2023 BMC Software, Inc 3

ServiceDesk on Force.comSelf Service

Knowledge MgmtBest Practice ProcessProblem MgmtChange Mgmt

Asset / Inventory

Low Price Point & Activation → Start with minimal investment

Easy to use Service Desk → Speeds response time & improves productivity

Change and Problem Management → Minimize downtime

Personalized Self Service → Improves user experience

Inventory Management → Increases asset visibility & reduces cost

Built-In Best Practices → Complete Implementations in days

Industry leading Service Desk and Platform → Low Risk

Incident Mgmt

Mobility

What is BMC ServiceDesk-on-Force.com

© Copyright 04/12/2023 BMC Software, Inc 4

BMC ServiceDesk on Force.comBest in class functionality and design

Built on Force.com platform• World class availability, scalability, and

performance• Robust common services• Proactive collaboration through Chatter

Simple UI, Navigation, and Personalization• Display key items on dashboard• Create Quick Views for personalized

queries

End User Self Service• Broadcasts• Global Search• Personalize

Incident Managemento Save time with templateso Inform with broadcasts

Inventory Managemento Gain visibility into assetso Map relationships

Includes Alignability Process Modelo Minimize trainingo Start out of the box

© Copyright 04/12/2023 BMC Software, Inc 5

BMC ServiceDesk on Force.comUp and running in days

Incident Managemento Save time with templateso Inform with broadcasts

Inventory Managemento Gain visibility into assetso Map relationships

Change Managemento Minimize impact to businesso Automated and planned process

Collaboration and Reportingo Reduce resolution timeso Manage the business

© Copyright 04/12/2023 BMC Software, Inc 6

From IT design, development, and deployment to ongoing IT management, Lumen21 is the IT expert companies trust to make IT work for their businesses and drive results.

Lumen21 Solutions

© Copyright 04/12/2023 BMC Software, Inc 7

About Lumen21, Inc.

What do we offer? Infrastructure Solutions Application Solutions Managed Solutions

Lunmen21 Methodology: Based on our experience and expertise

Mitigates risk Focuses on growth.

Where are we? Based in Santa Ana, California Onshore and Offshore Network Operations

Centers Onshore and Near-shore Application

Development Centers

Certified as a Minority Owned Business Entity

© Copyright 04/12/2023 BMC Software, Inc 8

Lumen21’s Challenge

Lumen21 is not the traditional Managed Service Provider (MSP)

- All services delivered via remote system administration

- Clients range from hundreds of devices to just a few

- Every device or process is managed and monitored 24x7 remotely

© Copyright 04/12/2023 BMC Software, Inc 9

Service Desk Requirements

Support multiple clients in multiple locations

End user oriented

Simplified support

Branding

Service desk linkage to existing processes

Reporting

© Copyright 04/12/2023 BMC Software, Inc 10

Why Service Desk in the Cloud?

Availability and performance of the application

Remote access from anywhere for support personnel and end user clients

Minimize maintenance and capital costs

“Eat our own dog-food” – we sell services in the Cloud- Also host Exchange and SharePoint services for client-facing applications

© Copyright 04/12/2023 BMC Software, Inc 11

Why BMC ServiceDesk on Force.com

Previous experience with BMC applications

Cost and ease of integration

Ability to match our requirements

Responsiveness of BMC team

On-boarding program

Built in best practices

Proven cloud platform in force.com

© Copyright 04/12/2023 BMC Software, Inc 12

Other Solutions We Considered

Altiris- Existing, in premise solution- Maintenance and configuration was getting too expensive

Autotask, Kaseya- Much more focused on simple ticketing- No ties to configuration items- Weak on self service

Service-now.com- Overwhelming User Interface- Significant customization required

especially to support end user clients

© Copyright 04/12/2023 BMC Software, Inc 13

Our Business Has Improved

Customer satisfaction is 20% higher- Self service portal for end users- Communication of client issues

Support team is 30% more productive- Auto Ticket Generation- Auto Assignment of Ticket Number- Auto Response back to client about the ticket- Regular updates on the status of the tickets- Auto customer satisfaction survey

Mean Time to Resolution has improved 30%

Working with BMC- On-boarding - up and running in a little over a week- Enhancements already delivered in the product

– we signed in May 2010

© Copyright 04/12/2023 BMC Software, Inc 14

Questions

And the winner is…..

For more information- http://www.bmc.com/force

- Visit our booth in the Expo