bmc brand color 2019 | secondary - service desk institute€¦ · bmc brand color 2019 | secondary...

BMC Brand Color 2019 | Primary

BMC Brand Color 2019 | Secondary

BMC Light Grey R167 G169 B172 #a7a9ab

BMC Mid Grey R117 G119 B122 #75777a

BMC Grey R65 G64 B66 #414042

BMC Light Orange R249 G135 B0 #f98700

BMC Mid Orange R248 G110 B0 #f86e00

BMC Orange R254 G80 B0 #fe5000

BMC Light Blue R60 G182 B206 #3cb6ce

BMC Mid Blue R0 G147 B201 #0093c9

BMC Blue R57 G128 B178 #3980b2

BMC Light Teal R119 G221 B211 #77ddd3

BMC Mid Teal R61 G193 B186 #3dc1ba

BMC Teal R0 G167 B157 #00a79d

BMC Light Green R215 G223 B15 #d7df0f

BMC Mid Green R170 G204 B7 #aacc07

BMC Green R127 G188 B0 #7fbc00





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BMC Blue R57 G128 B178 #3980b2






BMC Green R127 G188 B0 #7fbc00 Karim Mawlawi

Principal Solution Engineer

The Future of Digital Service Management

© Copyright 2019 BMC Software, Inc.





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Vision & Strategy

References & Next Steps

Solution Pillars Solution Overview


Today´s Session





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Service Experience

Automation of service desk processes

Discovery across clouds

Support for cloud migration

Digital Workplace delivering channel of choice across web, mobile, SMS, Skype, Chatbots, and virtual agents

Microservices-based architecture

Omnichannel Experience

Discovery Everywhere

Cognitive Service

Choice of Cloud






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Future of Service Management


Tomorrow Chatbots/Virtual Agents

Expensive Inaccurate Manual Lowest Cost Accuracy Speed

Today Human Driven (L0/L1/L2)





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DIGITAL WORKPLACE

OPERATIONS

SERVICE BROKERAGE

CATALOGUE MANAGEMENT

INCIDENTS

ASSET

CASE MANAGEMENT

SHARED SERVICES

VISUAL DESIGNER

MARKET PLACE

MICRO SERVICES

VULNERABILITY MNGT.

REMEDIATION

COMPLIANCE

CAPACITY OPTIMIZATION

PROACTIVE MONITORING

COST CONTROL

BMC Helix PLATFORM

AI & MACHINE LEARNING

USER EXPERIENCE

MULTI-CLOUD

SERVICE LEVELS CMDB

& KNOWLEDGE

AUTOMATION ORCHESTRATION

DATA ANALYTICS

DISCOVERY OPEN APIS & CONNECTORS

PROBLEMS

REQUESTS

CHANGEs

RELEASES

COLLABORATION

WORKLOAD AUTOMATION

SELF-SERVICE

CODELESS

The Future of Digital Service & Operations Management BMC Solution





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POWERED BY: Innovation Suite Platform based on micro-services architecture & integrations through REST APIs

BMC HELIX: Cognitive Service Management 3 Cs for Your Future-Ready Enterprise “Industry First Integrated ITSM + ITOM Platform powered by AI/ML"

Cloud

Everything-as-a-Service (RaaS, DaaS, DWPaaS & BWFaaS) Containers

Run in your choice of multi-cloud (BMC, AWS, Azure) Cognitive Transform from ITSM to CSM by embedding cognitive capabilities


BMC Helix Platform

BMC Helix Digital Workplace

BMC Helix Discovery

BMC Helix ITSM

BMC Helix Business

Workflows

BMC Helix

Monitoring

BMC Helix

Remediate

BMC Helix

Optimize





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Increase End User Productivity

Increase Service Desk Efficiency

Improve ResolutionTime

The Value, powered by BMC

Increase User Satisfactio

Asset Visibility Reduces Risks

Cost Optimization






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• Deliver one-click self-service to the products and services employees need to do their work

• Workflow and automation, multiple out-of-the-box connectors (Remedy, AO, Office365, AWS, Azure, Box, etc)

• Slack, SMS and Chatbot support • Single service catalog across your

organization • Information Technology • Cloud Services

• Human Resources

• Marketing

Digital Workplace Consumer-like | Omni-channel | Brokerage


DISCOVERY DIGITAL WORKPLACE REMEDY ITSM +

Catalog Administration

is really easy

Amazing User Experience





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• Customer/Employee Centric Strategy: 360º view

• Smart Recorder for quick ticket creation • CMDB focused on business services/impact • Advanced Cognitive Services

• Auto-classification

• Auto-assignment

• Knowledge Centered Support

• Smart Reporting, data-driven decisions making

Helix ITSM UI/UX Focus | ITIL | CMDB



Auto-assign the incident

based on past assignments

Customer Centric

360º view





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• Agent-less discovery: plug & play • Flexible deployment options, scalable

architecture • Start Anywhere Application Mapping • Automated discovery for any multi-cloud

asset, including • OnPremise Datacenters Assets

• AWS, Azure, Google Cloud, OpenStack

• Containerr

• Includes End Point Discovery and Management (software deploy, patching, SAM) through BMC Client Management solution

Discovery Discover | Map Dependencies | Remediate



Point, Click, and Get Info

Multi-Cloud Discovery with

Dependency Mapping





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• Modern case management solution that extends services for lines of business, including HR, facilities, and other groups

• Cloud-native, micro-services-based platform that helps companies create, extend, customize and integrate through REST APIs.

• Manage and broker incidents and changes directly between Remedy and leading third-party service providers

• AWS & Salesforce

• Jira Service Desk & Agile Tools

And much more! Business Workflows | Innovation Suite | Multi-Cloud Service Management |



Ticket Brokering

Across Your Organization

Drag & Drop Customization





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Why BMC – Gartner ITSM MQ 2019





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Why BMC – Critical Capabilities Int I&O





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Why BMC – Critical Capabilities Adv I&O





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Why BMC – Critical Capabilities Basic DWP





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Why BMC – Critical Capabilities Adv DWP





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Thanks!





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About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.

BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from

mainframe to mobile to cloud and beyond

BMC solutions power 92 of the Forbes Global 100

http://www.bmc.com/legal/trademarks-third-party-attributions.html

bmc brand color 2019 | secondary - service desk institute€¦ · bmc brand color 2019 | secondary...

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