BMC Brand Color 2018 | Secondary · Intelligent Experiences By 2019, workers will be interacting with intelligent digital assistants3 30 % Efficiency ... chatbots, virtual agents

BMC Brand Color 2018 | Primary

BMC Brand Color 2018 | 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





BMC Grey R65 G64 B66 #414042






BMC Blue R57 G128 B178 #3980b2






BMC Green R127 G188 B0 #7fbc00 Karim Mawlawi

Principal Solution Engineer

EMEA South & East

BMC Software

The Future of Digital Service Management

© Copyright 2018 BMC Software, Inc.

AI & Machine Learning Influencing Digitization

75%

Intelligent Experiences By 2019, workers will be

interacting with intelligent digital assistants3

30%

Efficiency By 2019, IT service desks will

utilize machine learning to free up support capacity 4

75%

Intelligent Application By 2018, development will

include cognitive functionality in at least one application5

78%

Artificial Intelligence Looking to Artificial Intelligence

to address complexity2

1,2: 2017 BMC Survey of 1000 CIOs & senior IT professionals 3,4: IDC Futurescape: “Worldwide Analytics, Cognitive/AI, and Big Data 2017 Predictions” 5: Gartner “Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace,” C. Fletcher, K. Lord 29 Feb 2016

What Does Digital Transformation Mean Today and Going Forward?

At BMC we’ve been asking,

4

Growth

Digital Maturity

Emp

loye

e E

nga

gem

en

t &

Pro

du

ctiv

ity

Journey to Cognitive Enterprise

Proactive & Predictive Virtual Agents

Chatbots

Cognitive Enterprise

Service Management Excellence

Online Enterprise Digital Enterprise

Multi Cloud Multi Device (IoT)

Multi Channel (Omni-Channel)


CUSTOMERS ARE ASKING US TO ADDRESS THESE CHALLENGES

“ Service Solutions are

OLD & INSECURE

“ Service Resolution is

SLOW & INACCURATE

“ End-users are

TETHERED & UNHAPPY

“ New Services are

TEDIOUS & COSTLY

“ Service Operations are HARD TO MONITOR

COGNITIVE SERVICE MANAGEMENT

APPROACH Omni-Channel Experience

Chatbots Virtual Agents

END-USER

AGENT DEVELOPER

Out-of-the-box Vendor agnostic

Cognitive Service hooks to 3rd-

party AI Platforms

Agent & Operator Efficiency

Auto-classification, assignment,

Suggestion, recommendations

7





BMC Grey R65 G64 B66 #414042






BMC Blue R57 G128 B178 #3980b2






BMC Green R127 G188 B0 #7fbc00

Future of Service Management


Tomorrow Chatbots/Virtual Agents

Expensive Inaccurate Manual Lowest Cost Accuracy Speed

Today Human Driven (L0/L1/L2)

End-User

Omni-Channel Experience

chatbots, virtual agents

Agent & Operator Efficiency

Auto -classification, -assignment, -suggestion,

-recommendations

Agent

Out-of-the-box Vendor agnostic Cognitive Service hooks to

3rd-party AI platforms

Developer

Cognitive Service Management

Making Omni-Channel Engagement possible for the Enterprise

Web

Virtual Agents

Mobile

Social

Chatbots

Today Tomorrow

Remedy Powered By Cognitive

Auto-Classify Incidents to specific product and ops categories for more accurate analytics

Auto-assign the incident based on past assignments

Auto-Route incidents

Prototype image only

Easily incorporate cognitive services into complex custom processes & workflows

Innovation Suite with Cognitive Service


A DAY IN THE LIFE OF A SERVICE DESK AGENT

1 5

End-User calls a Service Desk

L1 Agent creates the ticket

Agent picks the wrong

category for the ticket

Ticket gets routed to the

support group

Ticket gets resolved

X X 2

3

4

TODAY

Happy Customer


A DAY IN THE LIFE OF A SERVICE DESK AGENT

1 5

End-User calls a Service Desk

L1 Agent creates the ticket Ticket gets routed to the

support group

Unhappy Customer

X X 2

3

4

TOMORROW

REPLACED BY CHATBOT | VIRTUAL AGENTS

AUTOMATED THROUGH COGNITIVE SERVICE DESK

Agent picks the appropriate

category for the ticket Ticket gets resolved

Happy Customer

OMNI-CHANNEL EXPERIENCE chatbots, virtual agents

AGENT & OPERATOR EFFICIENCY Auto -classification, -assignment, -suggestion,

-recommendations

Chat-bots

Virtual Support Agents

Social & Collaboration Channels

Mobile

Delight

Intelligent Experience Digital Workplace

Cognitive Service Management

LOB Service Management

ITSM

Multi-Cloud Service Management

Intelligent Processes Service Management

Remedy

Cognitive Micro-Service

IBM Watson

3rd Party AI Platforms

Dev

elo

pe

r Learn

Predict

Intelligent Platform Innovation Suite

End

-Use

r

Age

nt

& O

pe

rato

r

SERVICE MANAGEMENT

BEST

AI PLATFORM

BEST

Powerful Together

18

“The combination of BMC Cognitive Service Management and IBM Watson technology can help enable enterprises to transform their service

management capabilities and add value to existing systems.”

--Beth Smith, General Manager, IBM Watson

BMC & IBM Watson


Customer Value proposition

Service Delivery

REACTIVE PROACTIVE & PREDICTIVE

Service Resolution

SLOW and INACCURATE for end-users FASTER & MORE ACCURATE

Tomorrow Today

Service Desk processes

MANUAL & time consuming Mundane Repetitive Tasks Are AUTOMATED

SLOW RESOLUTION consuming more time & resources

COST SAVINGS through Speed and efficiency Cost Savings

BMC Confidential

Thank You

Documents

BMC Brand Color 2018 | Secondary · Intelligent Experiences By 2019, workers will be interacting with intelligent digital assistants3 30 % Efficiency ... chatbots, virtual agents