Modern Service Desk

Collaborative & Social - on both sides of the Service Desk

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Incident submittal and broadcasts via social tools

Shared posts, individual and group chat to collaborate within team and with customers

ITSM

Service Management

Excellence

ModernService Desk

Digital Services

DigitalInnovation

The Digital JourneyMultiple Paths to Successful Digital Services

DIGITAL WORKPLACE

360O CUSTOMER ENGAGEMENT

IoT SCALE AUTOMATION

DIGITAL MARKETPLACE

Digital Service Management Value MapModern Service Desk

Knowledge Management

• Smart IT w/KCS• Knowledge Management

• Reduce Inbound Knowledge Calls• Reduce L3 Incident Volume• Improve Resolution Consistency

Economic Buyer /Stakeholder

Key Products

Outcome-orientedServices

Customer Focus

Capability

• Self-Service Knowledge

Education• Remedy Service Request

Management Training

Request Management

• VP of Support• VIP of Operations

• SRM/MyIT• Smart IT• MyIT Service Broker

• Reduce Call Volume• Reduce Request Notifications• Reduce Time to process requests• Support Multi-Source Fulfillment

• Digital Marketplace• Self Service Request

• VP of Support• VIP of Operations

• Administrating Remedy Service Desk Request Management

• Using Service Request management

• Administrating Remedy Knowledge Management

• Using Remedy Knowledge Management

Formless Requests

Activity Timeline

Approvals

Service Catalog

Notifications

Appointments

How-To Videos

Social Collaboration

Service Request ManagementDesigned for your business.

Configurable User Experience

Consolidate services from from multiple service catalogs

Personalize your homepage experience

Organize services to make them easily discoverable

Reduce Request Call VolumeReduction in the volume of calls handled by Service Desk relating to new Requests. Increased use of Self Service portal and automated integrations to generate requests.

Reduced Request NotificationsReduction in the volume of notification calls processed during request management. Increase use of automated notifications and self service

Reduce Time for FulfilmentReduction in time elapsed between creation of requests and fulfilment being completed. Increased use of automated fulfilment workflow and approval logic.

Reduced Manual EntryReduction in the amount of re-key and manual data entry required to create and process a request. Increased automation and pre-population of required fields.

Support Multi Source FulfilmentReduction in effort necessary to coordinate fulfillment of users across multiple suppliers.

Reduced Time Required to Process Request Reduction in time elapsed between creation of request and fulfillment being completed. Increased use of automated fulfillment workflow and approval logic.

Reduce Time Required for Approval and RoutingReduction in routing and approval during a request. Increased automation.

Request Management Capability Value Roadmap

Reduce Request Call Volume

Reduce Manual Entry

Reduce Request Notification

Reduce Time for Fulfilment

Support Multi Source Fulfilment

Maturity

Metrics• Volume of calls handled by Service Desk

related to new requests• Volume of notifications processed during

request management• Time between creation of request and

completion• Re-keying and manual data entry• Manual routing and approval activity• Effort to fulfill standardized requests

Processes• Request Fulfillment• Service Catalog Management

Roles• Service Catalog Manager• Incident Manager• Service Desk Manager

Technology Enablers

• BMC Remedy Change Management

Reduce Time Required to Process Request

Reduce Time Required for Approval and Routing

Knowledge ManagementBest in class functionality with best in class intelligence

Improve resolution consistency Reduce inbound calls Reduce L3 incident volume

Knowledge Management Capability Value Roadmap

Reduce Inbound Knowledge Calls

Improve Resolution Consistency

Reduce L3 Incident Volume

Maturity

Metrics• Volume of calls received by the Service Desk

in relation to request for Knowledge• Number of incidents passed to L3 Resolver

Groups through improved capture of L3 Knowledge

• Consistency of Incident Resolution through provision of standard Knowledge articles

Processes• Knowledge Management

Roles• Knowledge Manager

Technology Enablers

• BMC Remedy Change Management

Easily assess article quality

Knowledge Management at your fingertips

Create and edit Knowledge Articles

from anywhere

Comment, share, collaborate and

review

Powerful, mobile search

Detailed, technical knowledge available

everywhere

End user empowerment

through Knowledge articles

Any device

Save costs with reduced call

volume

Increase service desk and end user productivity

In-app, self-serve search

Reduce inbound Knowledge CallsReduction in call volume for Knowledge. Increase Knowledge articles written specifically for end users.

Improve Shift Left with BMC Service Value Cases

Slash Level 3 Incident VolumeReduction of incidents passed to L3 Resolvers through capture of Knowledge article creation

Intelligent Knowledge

Improve Resolution ConsistencyImproved consistency of Incident Resolution through intelligent Knowledge

Case Studies for Modern Service DeskEnable success

© copyright 2014 BMC Software, Inc.

MyIT in the hands of 150,000 employeesPROBLEMEmployees complained about slow service, while IT struggled with 250,000 tickets a month.

SOLUTIONConsolidate multiple service catalogs and empower workers with a modern self-service app.

RESULTFewer level-one calls, higher staff productivity and greater customer satisfaction.

Business Needs• Service Request Management • Knowledge Management

Reduce Request Notification

Reduce Time for Fulfilment

Reduce Manual Entry

Support Multi Source Fulfilment

Reduce Time Required to Process Requests

Reduce Time Required for Approval and Routing

Reduce Request Call Volume Reduce inbound Knowledge Calls

Reduce L3 Incident Volume

Improve Resolution Consistency

Thank You!

The Pain: End users HATED self-service

The Company: Telecom/Technology Company

Developed a single employee-facing hub for the entire company. Higher productivity

Streamlined requests to make them simple and easy, encouraging the use of Self-Service. Lower costs

Instituted formless requests to provide a Facebook-like experience. Greater customer satisfaction

The Pain: End users were at the mercy of IT’s schedule to get support

The Company: Software Vendor

Created a Tech Lounge for a modern service experience. Improved end user perception of IT

Self-scheduled IT support. Higher productivity.

Support bar that handles walk-ins, as well as appointments. Greater customer satisfaction.

BankThe Pain: Unable to keep up with the demands of millennial IT workers

The Company: Big Box Retailer

Implemented a fresh approach to the Service Desk with Smart IT. Improved IT Agent satisfaction

Automation between monitoring and Service Management. Faster time to resolution

Leveraging built-in mobile capabilities. Millennial IT Agents have a better experience

BankThe Pain: End users were demanding mobile capabilities and more self-service options

The Company: Consumer Packaged Goods

Implemented a modern service desk approach with mobile capabilities for end user support. Reduction in call costs

Crowdsourced knowledge through micro support communities. Improved IT Services

Empowered self-service. Better perception of IT

The Pain: Modern office with unassigned seating created chaos

The Company: Global Bank

Rolling out “Smart Offices” with telemetry and sensors in a new state-of-the-art building. Lower costs.

Employees can find and reserve desks from their phones. Higher productivity.

One-click incident reporting from context-aware floor maps. Less downtime.

Integrated sensors and analytics for better decisions. More efficient use of space.

The Pain: It takes too long to request and receive software

The Customer: Large broadband provider

The Solution:Modern app for employees to get the tools they need. Improved end user satisfaction

Peer-assisted selection to drive adoption. Higher ROI and staff productivity

IT can aggregate, manage and publish business services. Stronger governance

The Pain: Conference room scheduling was a nightmare and support was hard to reach

The Company: Large Auto Insurer

Leverage floor maps to find and schedule conference rooms. Higher productivity

Integrated with Microsoft Exchange to leverage a single calendar. Reduced complexity

Implemented a Concierge Support program. Improved perception of IT

The Digital Imperative for ITSM

Rochester Regional HealthCase Study

It’s SMART, BEAUTIFUL and POWERFULRemedy 9.0 is different.

So you can manage complexity, simply.

REDUCE SUPPORT COSTSHelp desk deflects 33% of level-one calls.

Employees Waste onIT-Related Issues.

ITSM has a critical role to play: Enable and manage digital services

WORK SMART

Insight at your fingertips.Do more, better, faster.

ITIL, reports and KPIs out-of-the-box

Crowd source knowledge

Context & location aware

Be 75% more productive

In-app, self-serve analytics

BEAUTIFULEXPERIENCE

Looks great. Feels amazing.

Embedded social and collaboration

Customizable self-service apps

Persona based user experiences

Fully mobile – iOS, Android and HTML5

POWERFULPLATFORM

Incredible power. Minimal effort.On Premise or On Demand.

Platform for innovation

Enterprise scalability

Smart CMDB

Non-invasive upgrades Integrate with

everything

bm

MODERN SERVICE DESK

An intuitive user experience based on the way people use technology

• Easy to use• Mobile-first design• Configurable & form-free

TRANSFORMATIONAL SELF-SERVICE

INSTANTINSIGHT

Source : Luca Bruno (AP)

2007

Source : Michael Sohn - AP

2015

Remedy with Smart IT

Full service desk experience on any device

Social collaboration

Modern UX increases productivity

ITIL v3 aligned

Request and approve Changes on mobile

SMART.BEAUTIFUL.POWERFUL.

Remedy 9

Knowledge Authoring on Mobile Devices

Create and edit Knowledge Articles

from anywhere

Comment, share, collaborate and

review

Powerful, mobile search

Detailed, technical knowledge available

everywhere

Actionable AnalyticsBest practice reports and KPIs out-of-the-box

Social and Collaborative

Rich data visualization

Easy to create new reports and dashboards

Improve Resolution ConsistencyImproved consistency of Incidents Resolution through intelligent Knowledge

SOCIAL COLLABORATIONRequest help with a simple post.

Self-service Cloud Provisioning

Synchronize catalog items from BMC Cloud Lifecycle Management (CLM) to MyIT

Request CLM services directly from MyIT

Digitally advanced businesses thrive by unlocking human productivity

26%Profitability

9%Revenue/Asset

12% Valuation

BMC’S modern service desk approach revolutionizes productivity and satisfaction

75% 3x

50% IT Professional productivity % of Employee self

service usage

Improvement in service deskprofessional satisfaction

Employee satisfaction with IT service desk

60 80%

Digital businesses deploy digital services

Mobile-first Intuitive & Intelligent Automated & Data-fueled

Lean-serviced Crowd supported High speed IT

51%OF CIOs

The Gartner CIO Agenda Report 2014 indicated that many CIOs are not prepared for the digital revolution

42%OF CIOs

25%OF IT SPEND

Are concerned that the digital torrent is coming faster than

they can cope

Don’t feel they have the right skills and capabilities in place to

face this future

Is happenning outside of the CIO’s budget

2014: An inflection point for CIOs

89%OF CIOs

The Gartner CIO Agenda Report 2015 highlights the need for CIOs to better manage risk in the new digital world

69%OF CIOs

40%OF CEOs

Agree that the digital world engenders new, vastly different

and higher levels of risk

Feel that the discipline of risk management is not keeping up

Have a senior leader with “digital” in the job title

2015: The digital risk

The third era of enterprise IT:Digitalization

SOURCE: 2015 Gartner CIO Agenda Report

IDEATE

CREATE

ENGAGE

OFFER

MONETIZE

ADAPT

IT CRAFTSMANSHIP IT INDUSTRIALIZATION DIGITALIZATION

IT provides innovations and new capabilties

IT supports efficiency, effectiveness and integrity

Digital provides continual opportunity for growth,

innovation and differentiation

WE ARE HERE

ITSM

ITSMExcellence

ModernService Desk

Enterprise ServiceManagement

DigitalInnovation

Digital Services

DIGITAL WORKPLACE

360O CUSTOMER ENGAGEMENT

IoT SCALE AUTOMATION

DIGITAL MARKETPLACE

Bi-Modal IT

The digital journeyITSM excellence underpins the path to becoming a digital leader

Achieving ITSM Excellence:IT Service Management Unified Framework

SOURCE: Gartner (March 2014)

VALUE

SERVICE

PROCESS

ASSET

1 3 52 4

IT SERVIC

E LEAD

ERSH

IPIT

SER

VIC

E M

AN

AG

EMEN

T

ITSCORELEVEL

SERVICE CATALOG

PROCESS-TO-SERVICE MAP

IT SERVICE VIEW CMDB ITSM PROCESSES

CONFIGURATION REPOSITORY ITSM TOOLS

80% 46%

Of outages impacting mission-critical services will be caused by people and process issues

Of critical service issues take more than 2 hours to resolve

Making a case for ITSM Excellence

40% 29%

Of ITOM staff time is spent resolving incidents(2 days per week)

Of tickets are automatically generated from events

Commissioned study of IT leaders conducted by Forrester Research on behalf of BMC, November

2014

Gartner EMA: Ecosystem Cloud: Managing and Optimizing IT Services Across the Full Cloud Mosaic, 2013

Commissioned study of IT leaders conducted by Forrester Research on behalf of BMC, November

2014

RESTful API for better integrationsCreate-Read-Update-Delete operations for any Remedy application including the CMS

Instant access to custom application data

Rich JSON structures that describe complex application objects

Facilitates Cloud or On-premise Integrations

Self-Service(MyIT)

AssetManagement

Knowledge Management

Change & Release Management

Service Request Management

Service Level Management

Incident Management

Problem Management

Social Virtual Agent

Reporting & Analytics

ITIL v3Mobility

Discovery & Dependency

Configuration Management

APIs & ITOM Integrations

Visual Process Design

Custom App Development

On Demand or On Premise

FUNCTIONALITY:

PRODUCTIVITY:

PLATFORM:

Remedy Service Management

Context-aware FormlessInteraction

Best Practices OOTB

SSO (single sign on)

Secure & Compliant

CMDB