ITSMtoCSM

Virtual agents, bots, predictive Service Management

the possiblity of being able to intergrate my other automation tools to our ITSM platform, having to currently mak hacks to get automation to work between TeamCities, VSTS, Teams, Azure in RemedyForce is a giant PITA

imo the option to run on prem or in any cloud is important - also the infusion of AI/cognitive into the app

cloud discovery

The omni-channel conversational experiences that allow technology issues to be addressed proactively in a user-friendly manner. Choice of web, Slackbot, Chatbot, SMS, and Skype.

the extension to non it is interesting

I suppose that it can all be packaged up to suit the Cloud of choice.

I really would like to see how well the discovery works for PaaS and Containerization in Azure/AWS, will there be more demos availalbe?

The conversational UI addresses the fact that service management often relies on expert humans to work out responses on the fly. All the AI-powered predictive service management (auto-classification, routing, etc) are important, but with humans in the loop.

Introduction and customer experience about BMC Helix and how successfully DSM has implemented USD across IT, Finance, HR and Procurement with a single employee portal delivering omni-channel end-user experience. Really great to know.

the cognitive capabilities of the platform - this is where the ITSM industry is going

Calling it Cognitive Service Management is genius-

the AI capabilities and the ability to work in both cloud-born and cloud-ready environments

Lack of ability to automate change management in RemedyForce to allow continious deployment

Defining a really effective service catalogue

in my experience it's a spectrum...from a challenge doing the basics well (change mgt, problem management, etc.) to a lack of automation to a slow uptake of quality service management practices for the LoB...

People, behavior and management buy in

Let's follow-up offline on this one. Based on earlier post, it sounds like we may already have some time setup on Thursday to talk Remedyforce

We have a white paper on creating an effective service catalog coming out this month.

@shafath Oh great ... how would I get hold of it?

Kimrick Hymas, regarding cognitive service management, sounds like it's mainly a people process. How should folks catalyze the right behaviors from the right people? Cost metrics? Business outcomes? Make life simpler?

The catalog white paper will be posted to https://www.bmc.com/...

I think anything that makes the work simpler, quicker and more efficient is a plus for both management and IT User. There is a balance though. Simpler and quicker at the expense of accuracy, completeness and process requirements is a no go for me

mapping IT stuff back to business services-

I think that is what they just hinted on, but the real question is $$$$ ;)

BMC and Partners like VIPCON have a Cloud migration strategy ready for existing customers and prospects. Feel free to contact me

@AndreasThKunz It would really be a great help.

Yes, we provide you the option to run in your cloud of choice as opposed to dictating which cloud you run on.

Think of this more as delivering the leading Remedy Service Management Suite as a SaaS service, with additional cognitive capabilities, and with your choice of cloud. But BMC Helix is more than just Remedy Service Management - lots of other great solutions.

I heard HR (e.g.) in the presentation - are there others?

Yes - check out BMC Helix Business Workflows designed for non-IT business requests

Here's a link to that: https://www.bmc.com/...

Yes. With BMC Helix we have capabilities, service levels and a commercial offering that compare favorably to any other vendor in the market. And it's not just us saying it. Feel free to review the 2017 Gartner ITSM Critical Capabilities report.

You can download the 2017 Gartner Critical Capabilities report absolutely free of charge (regular price $1995!) courtesy of BMC, here: https://www.bmc.com/...

Full Forrester TEI report here: https://www.bmc.com/...

With BMC Helix, BMC makes it super easy to transition your existing Remedy solution to the cloud.

You won't have to first upgrade you local environment before the move to BMC Helix.

Yes - that's what it means

Should relieve a ton of my headaches now then, I guess I'll find out more in Houston on Thursday.