service catalog & request fulfillment, the cornerstone of it service management
DESCRIPTION
As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call volume and improve user satisfaction. When embraced by IT and the business, a service catalog provides your customers a comprehensive view of your IT and business service offerings and enables the user to more seamlessly interact with IT and other aspects of the business. BMC Software and Pink Elephant review how adopting ITIL best practices for service catalog management and request fulfillment can help your IT organizationTRANSCRIPT
BMC IT Service Managementone size does not fit all
Erin Avery, Sr. Product Marketing Manager
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First – a little about BMC.
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The market leader in ITSM solutions
25,000+ customers across 132 countries
Development centers around the world
8th largest publicly-traded ISV
$2.1 billion annual revenue
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Our view of IT Service Management.
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Different Organizations – different needs
ITSM Process
Standardization
ViewpointStandardize processesMaximize efficiency
RequirementsOOTB ITIL processesCMDB capabilityDeployment flexibility
ITSM/BSM Focus
ViewpointIT transformationProve Business value
RequirementsService orientedManage service costCloud Service Management
Optimize Help Desk
Capabilities
ViewpointStraightforward needsCost is key concern
RequirementsLow cost of entryEase of useFast time to value
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Users are Tech-Savvy… Right?
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What users expect…
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Easy to ConfigurationVisual and IntuitiveKeyword SearchRole Based Presentation of Services Service Descriptions, Categories & Sub-CategoriesService Costing Automated Approval RoutingIntegrated Request Fulfillment and Auto-Deployment
Service Catalog & Request Fulfillment Business Context
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Software/ Application RequestApproval Requested
Software Licensing Management
Flexible Architecture Requires No Programming
Software Deployed
Route for Approval
No Burden on IT Staff
Compliance Reporting & Alerting
Seamless Customer
Experience
Ticket Generated
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Integrated IT Service & Asset Management PlatformCertified for 10 ITIL Processes Drag-and-drop ConfigurationService CatalogBusiness IntelligenceSoftware License ManagementCradle to Grave Automated Asset Management
BMC FootPrints
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Learn more at www.bmc.com