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BMC ServiceDesk on Force.com Customer Presentationv
- 1. BMC Service Deskon Force.com Overview Thursday, April 29, 2010 Kyle Hamilton
- 2. Expectations have neverbeen higher Reduce IT Costs How 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 Impact How do you ensure IT investments and operational decisions are aligned with business priorities? Provide Transparency How do you track cost and activities in your organization and share that with stakeholders?
- 3. IT Service ManagementValue Paths IT Service Management Reduce complexity and make IT service support a seamless integrated process Incident Management Process Optimization Inventory Management Visibility Self Service Cost Reduction & Customer Satisfaction
- 4. Incident Management –Summary Enable comprehensive, best practice based incident processes Requirements Progress flow visualization Integrated Inventory Management Embedded best practice content How BMC Helps Reusable templates for common tasks Automated task prioritization Industry best practice common data model
- 5. Inventory Management– SummaryA life-cycle solution that drives through retirement of the asset Requirements View of assets & relationships Base of intelligent IT decisions Reporting How BMC Helps Asset relationship visualization Inventory item reports Configurable queries
- 6. Self Service –Summary Deflect IT Support costs and minimize the flood of incidents and service requests Requirements IT / Business Service Request Catalog Automate fulfillment of requests Relevant content How BMC Helps Configurable and reusable templates Workflow Knowledge search and FAQs
- 7. Key Metrics Reducedcustomer wait time from 5 minutes to 45 seconds Saved 16,000 hours of training time Increased first call resolution rates from 30% to 90% Lowered IT support costs Improved Customer Satisfaction Reduced time to fulfill requests
- 8. Why BMC ServiceDesk Express on Force.com Market Leadership Combination of market leaders in BSM and Enterprise Cloud Services join forces to deliver world class service desk. Predictable TCO The infrastructure is managed for you which results in predictable costs and predictable budgeting. Accelerated ROI Return on investment is significantly accelerated with reduced time to implement and configure with automated setup and no hardware or software installation. High Reliability Automatic platform updates means minimized risks, disruption and failed changes. Customer Satisfaction Personalized portal with tools you need to do your job at your finger tips
- 9. BMC Service DeskExpress on Force.com Announced – November 19 , 2009 BMC Software, Salesforce.com Forge Strategic Alliance to Deliver Cloud-Based IT Service Management on the Force.com Platform “ The alliance between salesforce.com and BMC will accelerate IT management success with cloud computing,” said Benioff. “Customers can now leverage enterprise-class IT management completely in the cloud with Force.com and BMC Software.”
- 10. Industry Analyst ValidationNetwork World: “BMC Thursday positioned itself to lead the market in cloud-based service desk technology when the company announced it had partnered with Salesforce.com to deliver its IT management software the Force.com platform.” Forrester Research: “ The solution is a very powerful one as a license already and for customers who are committed to SaaS for whatever reason in the SMB, this is a great fit," says Evelyn Hubbert… Gartner Research: “ Partnering with salesforce.com will enable BMC to quickly offer its small-to-midsize-business IT service desk tool, Service Desk Express, as a software-as-a-service solution within a fast-growing market segment.”, David Coyle BMC Software was again the overall problem management market revenue leader in 2008, with a 25.7% market share. - IDC Problem Management market share report. – Nov 2009
- 11. With BMC, YouCan Start Now! Benefits / Value Ready to use immediately Easy to configure for your needs Minimal risk and investment How We Do It Pre-configured pre-loaded workflows Getting Started: Service Desk is foundational Integrated inventory management Self service
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- 21. What to Expectin BMC Service Desk Express on Force.com Version 1 Key Benefits SDE on Force.com Help Desk - Incident Management Self Service Inventory / Asset Tracking - CMDB Knowledge Search Automated Set up Configurable Workflow to automate processes Dashboards & Queries Reporting
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Editor's Notes
- #2 Objective of this presentation: To provide an overview of key customer issues and how SDE on Force.com can address those To sell SDE on Force.com
- #3 Slide objective: Confirm your account discovery work. Identify areas of pain/value and get the customer to share which areas are of most importance to them Key ideas: -- IT costs continue to be challenging: Ask the customer what their strategy is to deal with flat or declining budgets, especially for services that are already committed to production. -- At the same time, you need to deliver the most value to the business as you can. How do you know that you are working on the most critical initiatives and that activities within IT are prioritized based on business needs? -- Quality of service remains critical. Ask the customer how they ensure quality requirements for critical business services are being met. -- Managing risk is extremely important, especially when you are asked to make long term commitments/investments. Ask the customer to describe some of their current risks. Note: Faster Time to Value -- Increase Business Impact: Ask how they ensure IT investments and operational decisions are aligned with business priorities . -- Transparency has become more important, both inside and outside the IT organization. Internally, how do you know what you're putting people and money on? What's going on inside the IT organization? Externally, how you make sure you are demonstrating that IT investments are paying off for your stakeholders? The real challenge in IT is not just addressing one of these expectations but the need to address them all at the same time. Sample presentation: Based on hundreds of conversations we have had with our customers, advisory councils, and industry experts, we've seen consistent patterns of problems emerging. First, IT organizations are consistently seeking ways to become more lean. Some of these concepts have been leveraged from manufacturing industries, but are basically focused on how to take costs out of managing services in production (keeping the lights on), and reallocating those costs to their proactive development projects or as contribution towards cost reduction efforts in IT. At the same time, quality of service has remained critical. The cost of downtime has generally increased over recent years, as increased interconnectivity of systems has created more dependencies on the most critical systems and applications in your organization. Being able to manage to a set of expectations is critical. Third, managing risk has become more critical. This is taken several forms, such as business continuity. Can IT with stand a significant business disruption? Also, risk has come in the form of the ability to meet internal policy requirements as well as compliance requirements established within specific industries, or even spanning industries, such as Sarbanes-Oxley. Increasing business impact or value is the goal of any IT organization. The ability to deliver on new business projects is, therefore, crtitical The question is, how can you allocate the right resources to these projects, and as those projects are ready to be moved into production, how can you quickly and safely moved new services into production so that it can begin returning value to the organization? Finally, transparency requirements are taking on increased importance. IT is under increased scrutiny to demonstrate what it is spending its time and money on. How do you "show back“ the investments made in IT and what IT is delivering to the business with those investments? Making this whole challenge difficult is that these issues cannot be handled one by one. Most organizations have to address all five of these issues simultaneously. As much as people like to rank order these issues, if you don't meet basic thresholds in each of these areas, bad things can happen. Optimizing the mix of how these challenges are addressed can differentiate an IT organization and its leadership
- #4 Slide objective: Discuss ITIL / ITSM and highlight the key project areas where BMC/ITIL can help Key points: -- Adopting BMC SDE-F takes ITIL best practices from “theory” and makes them a reality -- Nearly every IT function or process in SDE-F supports ITIL best practices -- However, there are several key ITIL project areas that we typically see customers focus on: incident management,, configuration(inventory) management, -- Customers like (insert SDE customer ref?) have been able to consolidate from X service desks to X and (insert customer ref) has been able to reduce outages by X% with a X-month payback period. -- BMC solutions are validated for ITIL best practice compatibilty/OGC? V2??
- #5 What does BMC Offer for Service Desk, Incident Management? BMC Service Desk Express on Force.com BMC Service Desk Express on force.com automates incident management processes, enabling service desks to respond quickly and efficiently to conditions that disrupt business services. BMC’s unmatched integration through a unified architecture for all IT services support functions provides direct visibility into business priorities through integration with a single Configuration Management Database (CMDB) and out-of-the-box workflow automation with other service support processes. These out-of-the-box workflows capture and track relationships from user self service requests to incident initiation. Not only can you improve your Service Support processes and practices, with the IT Service Management solution from BMC you can also monitor, measure, and report on key service performance indicators and business oriented metrics. BMC SDE on Force.com helps you: Increase availability of business-critical systems by speeding incident resolution Reduce support call duration and volumes Increase productivity for service desk agents, support staff, and users Identify root causes to eliminate recurring incidents Establish a common solution for heterogeneous global, regional, and local IT support organizations
- #6 BMC SDE on Force.com BMC Software provides a basic Inventory/Configuration Item Management solution. Our solution starts with a common repository, based on our Atrium Configuration Data Model. See relationships between Config Items, users, services, records like incidents…= visibility Maintain and Support Integration with Service Support to view history of incidents associated with the asset? Schedule maintenance? Retire and Harvest Retirement workflows to make sure the disposition and disposal is proper – think about all the issues that are in the news about security issues with disposed hard drives containing sensitive data, or issues about proper environmental disposal. Lots of wasted software licenses that are never reclaimed when a PC goes out of service.
- #7 THE BMC SOLUTION To meet these challenges, IT needs to make it easier for its end users to find information without assistance, as well as to request new services and track the status of their requests. BMC Self Service delivers greater self-help and assisted support options to end users, letting them request services and find information with little or no intervention from the service desk. Self-service solutions (, service request, and knowledge management) directly affect IT service support work volume, request fulfillment time, and service delivery processes through automation and call deflection from the IT service desk. With BMC Self Service, your IT Service Support organization can: Eliminate more than 40 percent of your most repetitive incidents by offering self-service options such as password resets, and requests for access Reduce the number of incidents escalated to problems by up to 30 percent by providing a self-service knowledge base for users and service desk agents Reduce the cost of service desk calls from $40 to $1 by automating repetitive service requests and removing intensive labor oriented service fulfillment processes Provide the services users want, when they want them, by removing latency, reducing the risk of human error, and coordinate processes How do your customers rate your IT services? The value of BMC Self Service can be demonstrated with solid IT critical success factor and key performance indicator (KPI) metrics that span all of the IT service management disciplines: Reduction in IT Costs: First call resolution rate Percentage of escalations to Level 2 support Mean time to service restoration IT Support Labor cost reduction as a % of IT budget No. of calls resolved via self-service requests (call avoidance) First call resolution rate % of automated request fulfillment % reduction in call wait times % reduction in call abandonment rates % of changes that breach business SLAs PART OF A COMPREHENSIVE SOLUTION: Service SUpport & ITSM As part of the BMC Remedy IT Service Management (ITSM) Suite, Self Service reduces the complexity and costs associated with how your customers interact with IT. Customer service & change requests processes are stream-lined through automating end-user management processes. With the ITSM suite, you gain business transparency, visibility, and control across all of service support with one solution.
- #8 With SDE, organizations have: Baycare Clinic : Reduced customer wait time from 5 minutes to 45 seconds (averages) Saved 16,000 hours of training time due to the simplicity of the SDE solution NHS: Increased first call resolution rates from 30% to 90% Roc de Leijgraaf : Improved responsiveness by 30% and productivity by 10% within 3 months Achieved MTTR reductions as high as X% Achieved 75% reduction on time spent per incident Improved incident matching rates from X% to X% speeding incident resolution time dramatically Service Desk Differentiation Benefit from unmatched integration through a unified architecture for all IT service support functions Gain direct visibility into business priorities through integration with a single CMDB Align to ITIL best practices quickly and cost-effectively with expert services, comprehensive training and out-of-the-box ITIL processes Reach across business units, regions and languages with a single, unified solution With BMC Remedy Change and Release Management, organizations have: Realized 55% reduction in cost per change Unified company-wide change process managing 5,000 changes per month and 50,000 configuration items Achieved 60% reduction in unplanned outage time impacting users resulting in $11m savings Improve Key Change and Release Metrics Reduce failed changes by 40% through controlled Release Management process Improve standardization of release management process efficiencies by 35% by adhering to ITIL best practices Lower change to incident ratio by 10% as a result of reducing of failed changes Speed physical & virtual server deployment from days to minutes by automating change approval process and automation of changes Cut cost per change event as much as 55% using better planning, impact analyses and reduced testing time through release management
- #9 With SDE, organizations have: Achieved MTTR reductions as high as X% Achieved 75% reduction on time spent per incident Improved incident matching rates from X% to X% speeding incident resolution time dramatically Service Desk Differentiation Benefit from unmatched integration through a unified architecture for all IT service support functions Gain direct visibility into business priorities through integration with a single CMDB Align to ITIL best practices quickly and cost-effectively with expert services, comprehensive training and out-of-the-box ITIL processes Reach across business units, regions and languages with a single, unified solution With BMC Remedy Change and Release Management, organizations have: Realized 55% reduction in cost per change Unified company-wide change process managing 5,000 changes per month and 50,000 configuration items Achieved 60% reduction in unplanned outage time impacting users resulting in $11m savings Improve Key Change and Release Metrics Reduce failed changes by 40% through controlled Release Management process Improve standardization of release management process efficiencies by 35% by adhering to ITIL best practices Lower change to incident ratio by 10% as a result of reducing of failed changes Speed physical & virtual server deployment from days to minutes by automating change approval process and automation of changes Cut cost per change event as much as 55% using better planning, impact analyses and reduced testing time through release management
- #11 Goal of slide: third party validation that what we are doing is really good WHAT ANALYSTS ARE SAYING (from SaaS business plan): Gartner - “Within the past two years, SaaS, as a delivery and licensing model, has become a potential option for more than 50% of prospective buyers, and we predict that, by 2012, 10% of the IT service desk market will be made up of SaaS solutions” Forrester - The Systems Management SaaS market is a competitive market representing software delivered as a service in the following IDC functional software markets: Performance, Problem, Change & Configuration Management and Event automation. IDC – The Systems Management-SaaS market is also populated by a growing number of small, point solution providers.
- #12 KEY Message: ----BMC On Demand in minutes! AN ITIL Best Practice all Ready loaded & OOTB Pre-configured application Available within 24 hours MENU OPTIONS available as required: Application customization and personalization Company set-up Data migration Customer security set-up Configures service for new company, loads initial data, integrates assets Integration and validation Event Management Correlation (Rules definitions) Asset & Discovery initial load and refresh schedule LDAP integration Non-standard Integration Support Education options Business Service Management and BMC’s Service orientation End-user and self service Application configuration User acceptance Service Reporting Provisioning Service Readiness Review User acceptance and sign-off Additional on-boarding options Separate, pre-packaged services
- #13 Talk about: 1. Future GAME CHANGING New/social media aware /networking features planned – internet, facebook, twitter, chatter, online user community, knowledge search-build, appexchange application catalog of apps – validated seamless integrations 2. reporting/queries