ITSMtoCSM

Future of Service Management
BMC’s new offering to transform service management from being reactive to predictive.
Peter Burris
1. What element of BMC’s Helix announcement did you find most compelling? http://www.via-cc.at...

Alejandro Gallegos
Virtual agents, bots, predictive Service Management
Todd Ward, CASM
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
Dave Vellante
imo the option to run on prem or in any cloud is important - also the infusion of AI/cognitive into the app
Kunjan Sharma
cloud discovery
jameskobielus
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.
Brian Speed
the extension to non it is interesting
Melanie Snayer
I suppose that it can all be packaged up to suit the Cloud of choice.
Todd Ward, CASM
I really would like to see how well the discovery works for PaaS and Containerization in Azure/AWS, will there be more demos availalbe?
jameskobielus
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.
Vivek Krishna
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.
Doug Tedder
the cognitive capabilities of the platform - this is where the ITSM industry is going
Bob Strong
Calling it Cognitive Service Management is genius-
Devan Adams
the AI capabilities and the ability to work in both cloud-born and cloud-ready environments
Peter Burris
2. What service management issues are causing the most pain in your enterprise? http://www.via-cc.at...

Todd Ward, CASM
Lack of ability to automate change management in RemedyForce to allow continious deployment
Melanie Snayer
Defining a really effective service catalogue
Dave Vellante
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...
Kimrick Hymas, ITIL Expert
People, behavior and management buy in
chad_haftorson
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
Shafath Syed
We have a white paper on creating an effective service catalog coming out this month.
Melanie Snayer
@shafath Oh great ... how would I get hold of it?
Peter Burris
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?
Shafath Syed
The catalog white paper will be posted to https://www.bmc.com/...
Kimrick Hymas, ITIL Expert
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
Bob Strong
mapping IT stuff back to business services-
Melanie Snayer
Does BMC have a program to assist Partners to take their customers through this transition?
Todd Ward, CASM
I think that is what they just hinted on, but the real question is $$$$ ;)
Andreas Kunz
BMC and Partners like VIPCON have a Cloud migration strategy ready for existing customers and prospects. Feel free to contact me
Melanie Snayer
@AndreasThKunz It would really be a great help.
Shelderick Bailey
This is indeed very exciting and competes with ServiceNow in that it allows customers to take their existing investments and place them in the cloud and retain control versus the really shared ServiceNow model behind the scenes.
Vidhya Srinivasan
Yes, we provide you the option to run in your cloud of choice as opposed to dictating which cloud you run on.
Howard Huang
is this a new additional module to the Service Management Suite?
Peter Adams
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.
Shelderick Bailey
Will BMC now extend the platform to non IT business and or mission purposes? In the federal customer space - these cognitive capabilities can be solutioned to address "The Art Of The Possible"
Dave Vellante
I heard HR (e.g.) in the presentation - are there others?
chad_haftorson
Yes - check out BMC Helix Business Workflows designed for non-IT business requests
Melanie Snayer
Fast, with accuracy and low cost ... can we hold you to this? :-)
Peter Adams
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.
Jon Hall
You can download the 2017 Gartner Critical Capabilities report absolutely free of charge (regular price $1995!) courtesy of BMC, here: https://www.bmc.com/...
Dave Vellante
http://www.via-cc.at... https://www.bmc.com/...

Dave Vellante
Full Forrester TEI report here: https://www.bmc.com/...
Raymond Alexander
Will this new release require an upgrade to a certain release to make it seamless as possible?
Peter Adams
With BMC Helix, BMC makes it super easy to transition your existing Remedy solution to the cloud.
Peter Adams
You won't have to first upgrade you local environment before the move to BMC Helix.
Todd Ward, CASM
So being able to do CI/CD and infrastructure as code without having to completely rewrite remedy? I'd be interested in how this can work with VSTS and Teams to push automation and collaboration.
chad_haftorson
Yes - that's what it means
Todd Ward, CASM
Should relieve a ton of my headaches now then, I guess I'll find out more in Houston on Thursday.