BMC Engage 2015: Smart IT, MyIT and the Power of the Service Platform
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The document is a presentation about digital service management given by Jon Hall of BMC Software. Some key points are: - Expectations of customers and employees have changed and the old ways no longer work. - To succeed at digital service innovation, companies need to focus on service innovation, personalize the customer experience, and simplify service delivery. - BMC's suite of digital service management tools gives customers the power to innovate and transform their service through an intuitive user experience, intelligent discovery, open marketplace, and visual development tools.
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BMC Engage 2015: Smart IT, MyIT and the Power of the Service Platform
- 1. © Copyright 9/10/2015 BMC Software, Inc1 Jon Hall Lead Product Manager, Smart IT September 2015 Smart IT, MyIT and the power of the next generation Service Platform #Remedy9 @BMC_ITSM
- 2. © Copyright 9/10/2015 BMC Software, Inc2 Agenda Expectations have changed How to succeed at Digital Service Management YOU have the power to innovate
- 3. © Copyright 9/10/2015 BMC Software, Inc3 Expectations have changed
- 4. © Copyright 9/10/2015 BMC Software, Inc4 HOW MANY OF YOU DID THIS BEFORE FLYING HERE?
- 5. © Copyright 9/10/2015 BMC Software, Inc5 THE OLD WAY OF DOING THINGS…
- 6. © Copyright 9/10/2015 BMC Software, Inc6 …NO LONGER MATCHES THE NEW
- 7. © 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
- 8. © Copyright 9/10/2015 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”
- 9. © Copyright 9/10/2015 BMC Software, Inc9 How to succeed at Digital Service Innovation
- 10. © Copyright 9/10/2015 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
- 11. © Copyright 9/10/2015 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
- 12. © Copyright 9/10/2015 BMC Software, Inc12 DEMO: How we do it at BMC 1. Bring the latest in customer support to the enterprise. Tech Lodge. 1. Self-scheduled IT support. Higher productivity. 1. Support bar for walk-ins. Greater customer satisfaction.
- 13. © Copyright 9/10/2015 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
- 14. © Copyright 9/10/2015 BMC Software, Inc14 YOU have the power to innovate
- 15. © Copyright 9/10/2015 BMC Software, Inc15 SERVICE MANAGEMENT PLATFORMS INTUITIVE USER EXPERIENCE Incident Problem Change ASSETS & SERVICES INTELLIGENT DISCOVERY Persona Based Content OPENMARKETPLACE SERVICE BROKER APIs ORCHESTRATOR Bi-Modal IT Remedyforce Atrium Discovery and Dependency Mapping Salesforce1 Atrium CMDB MyIT VISUAL DEVELOPMENT TOOLS CONFIGURATION MANAGEMENT SYSTEM Remedy Smart IT INDUSTRIAL IT HIGH SPEED IT BMC’s comprehensive and compelling Digital Service Management Suite #Remedy9 @BMC_ITSM
- 16. © Copyright 9/10/2015 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
- 17. © Copyright 9/10/2015 BMC Software, Inc17 Thank You. Jon Hall +44 7595 963538 jon_hall@bmc.com @JonHall_
Editor's Notes
- Photo by Oli Scarff/Getty Images http://observer.com/2015/07/next-weekthis-week-uber-uber-alles/ In the three months ended in June, Uber overtook taxis as the most expensed form of ground transportation, according to expense management system provider Certify. Uber accounted for 55 percent of ground transportation receipts compared with taxis at 43 percent.
- Photo by Oli Scarff/Getty Images http://observer.com/2015/07/next-weekthis-week-uber-uber-alles/ In the three months ended in June, Uber overtook taxis as the most expensed form of ground transportation, according to expense management system provider Certify. Uber accounted for 55 percent of ground transportation receipts compared with taxis at 43 percent.
- Photo by Oli Scarff/Getty Images http://observer.com/2015/07/next-weekthis-week-uber-uber-alles/ In the three months ended in June, Uber overtook taxis as the most expensed form of ground transportation, according to expense management system provider Certify. Uber accounted for 55 percent of ground transportation receipts compared with taxis at 43 percent.
- (left to right) treatment enablement – add animation 1) Visual tools 2) SM 3) CMS BMC has the solution today. (bottom up match) - with re-enforcement Extend these to integrate this with the rest of your world… BMC offers a comprehensive Digital Service Management Suite that unlocks the power of Digital Service Management. It is build on the powerful foundation of Remedy’s Orchestrator, Discovery and Mapping, and CMDB It offers Bi-Modal IT Management, enabling both Industrial IT with heavy enterprise data integration and Fast IT for rapid customer-facing innovation , including SalesForce.com customer data integration It makes a consumerized, intuitive and intelligent user experience available no matter what Digital Service is being offered BMC’s comprehensive suite provides companies ith robust capabilities throughout the stack. Gartner endorsement of our end-to-end ITSM and ITOM excellence as best in the industry High Speed : RF Time to Value in _____ days (Need speed documentation) Enterprise Service Management : over 700 documented custom, another 570 documented integrations with 3rd party tools/applications Business Innovation : MyIT has 3M end users & is growing exponentially