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Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
 

Service Catalog & Request Fulfillment, the cornerstone of IT Service Management

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As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call ...

As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call volume and improve user satisfaction. When embraced by IT and the business, a service catalog provides your customers a comprehensive view of your IT and business service offerings and enables the user to more seamlessly interact with IT and other aspects of the business. BMC Software and Pink Elephant review how adopting ITIL best practices for service catalog management and request fulfillment can help your IT organization

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    Service Catalog & Request Fulfillment, the cornerstone of IT Service Management Service Catalog & Request Fulfillment, the cornerstone of IT Service Management Presentation Transcript

    • BMC IT Service Management one size does not fit allErin Avery, Sr. Product Marketing Manager
    • First – a little about BMC.2© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 2
    • The market leader in ITSM solutions 25,000+ customers across 132 countries Development centers around the world 8th largest publicly-traded ISV $2.1 billion annual revenue3© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 3
    • Our view of IT Service Management.4© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 4
    • Different Organizations – different needs Optimize ITSM ITSM/BSM Help Desk Process Focus Capabilities StandardizationViewpoint Viewpoint Viewpoint Straightforward needs Standardize processes IT transformation Cost is key concern Maximize efficiency Prove Business valueRequirements Requirements Requirements Low cost of entry OOTB ITIL processes Service oriented Ease of use CMDB capability Manage service cost Fast time to value Deployment flexibility Cloud Service Management 5© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 5
    • Users are Tech-Savvy… Right?6© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 6
    • What users expect…7© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 7
    • Service Catalog & Request Fulfillment Business Context Easy to Configuration Visual and Intuitive Keyword Search Role Based Presentation of Services Service Descriptions, Categories & Sub-Categories Service Costing Automated Approval Routing Integrated Request Fulfillment and Auto-Deployment© Copyright 10/23/2012 BMC Software, Inc 8
    • 9© Copyright 10/23/2012 BMC Software, Inc © Copyright 10/23/2012 BMC Software, Inc 9
    • Software/ Application Request Software Deployed Approval Requested No Burden on IT Staff Compliance Route for Reporting Approval & Alerting Seamless Customer Experience Software Licensing Management Ticket Generated Flexible Architecture Requires No Programming10 Copyright 10/23/2012 BMC Software, Inc © © Copyright 10/23/2012 BMC Software, Inc 10
    • BMC FootPrintsIntegrated IT Service & AssetManagement PlatformCertified for 10 ITIL ProcessesDrag-and-drop ConfigurationService CatalogBusiness IntelligenceSoftware License ManagementCradle to Grave AutomatedAsset Management 11 Copyright 10/23/2012 BMC Software, Inc © © Copyright 10/23/2012 BMC Software, Inc 11
    • Learn more at www.bmc.com© Copyright 10/23/2012 BMC Software, Inc 12