ServiceExperienceReimagined

A New Service & Ops Experience
BMC Helix builds on a new generation of ITSM and ITOM innovation-and changes everything. Discover how this everything-as-a-service platform can help you prevent issues, turn unknowns into knowns, and propel growth and innovation for your organization.
Peter Burris
How will you speak with your business leaders about the co-evolution of service management and operations management? https://www.crowdchat.net/s/25w29
https://www.crowdchat.net/s/25w29

Seth Paskin
I think the conversation is pretty simple: data, customers, competition, the market and technology are necessitating this. We can adapt or become extinct.
Monica Brink
As was covered by speakers in the videos, the focus needs to be on how to practically deliver use cases and value.
BMC Helix
Use this TEI calculator to help in your discussions. https://tools.totaleconomicimpact.com/go/bmc/helix...
Rick Bosworth
I've seen research linking agility with profit. Those who execute more swifty and on-target will outpace the competition, entering a virtuous business cycle.
Shyamal Patel
with Helix bringing these products together I will be able to create reports and awareness cross multiple business leaders which is demo in direction of the future of these functions
BMC Helix
With a 354% ROI, (per Forrester TEI) the conversation should be easy https://www.bmc.com/forms/forrester-report-total-e...
https://www.bmc.com/forms/forrester-report-total-economic-impact-of-bmc-helix.html?productInterest=helix%20itsm
https://www.bmc.com/forms/forrester-report-total-economic-impact-of-bmc-helix.html?productInterest=helix itsm
Peter Burris
How will better integration between service and operations management improve your service management? https://www.crowdchat.net/s/75w0a
https://www.crowdchat.net/s/75w0a

Robin Reddick
faster resolution
Shyamal Patel
you can actually streamline outcomes from war room to actual owners who can perform tasks and keep track of the changes !
Seth Paskin
The short answer is that it will improve the user experience which, at the end of the day, is what really matters. Both in terms of speed and accuracy of resolution as well as prevention of poor experience.
Raphael Chauvel
less tribal knowledge, more insight into what really matters
Anthony Bryce
Accuracy of information. Additional context shared between the groups.
AntonioVargas@BMC
the service desk will have better situational awareness of issues occuring within I&O and how their status.
chad_haftorson
MTTR improvements will come from having more data on possible causes/correlations with a future view toward AI/ML predictions of issues before they occur
Rick Bosworth
faster fulfillment, better customer satisfaction, greater agility
Simon Geddes
experience and accuracy
Seth Paskin
...and BTW, more higher order data to improve/automate processes!
Raphael Chauvel
@robinreddick I would even push it to automatic resolution
BMC Helix
It will transform the service experience and better drive the cost, accuracy, and experience delivered
Marie Johnson
the demo presentation was nice and would be a benefit, however I wonder how much work it is to integrate and configure all the pieces shown. That and the maintenance may out-weight the benefits.
Peter Burris
How will technologies like AI, ML, and RPA improve service and operations management in your enterprise? https://www.crowdchat.net/s/95w1r
https://www.crowdchat.net/s/95w1r

BMC Helix
It will make service like a light switch we just flip on
Monica Brink
Tangible use cases like predictive alerting, event noise reduction, probable cause analysis and intelligent ticketing and routing.
Anthony Bryce
Removal of manual, error prone effort.
BMC Helix
Service will become a utility.
Rick Bosworth
from an #infosec perspective, one can easily imagine ML correlating risk patterns to remediation action. that's just 1 of about infinity use case
AntonioVargas@BMC
We can introduce the 3 P's to service and operations management, those are being more predictive, proactive, and preventative.
Shyamal Patel
we just saw how chatbot powered with NLP brought together multiple products for a seamless experience, we will see more of such cross product usecases in future !
Seth Paskin
RPA will enable the automation of rule-based processes across disparate IT and non-IT systems. Automation = scale = consistency = better, faster experience
Simon Geddes
Automation of routine and repetitive tasks and enabling more self service capabilities
Robin Reddick
richer data sets combined with pervasive intelligence leading to better decision making and improved experience
Seth Paskin
And to refer back to the speakers, these are not optional: the massive growth of data makes them sine qua non.
chad_haftorson
Automation and accuracy of repetitive tasks is the key benefit of AI/ML/RPA. #BMCHelix helps you get there by combining data across ITSM and ITOM to help bots and AI/ML routines learn what and how automate.
Peter Burris
How do you think the convergence of ITSM and ITOM with BMC Helix will help enterprises? https://www.crowdchat.net/s/25w14
https://www.crowdchat.net/s/25w14

Robin Reddick
360 view of the business
Rick Bosworth
closed-loop security incident management!
Shyamal Patel
This will create a wealth of data ready for true business aware AIOps
Monica Brink
Faster deployment of AI use cases
BMC Helix
insight across IT infrastructure, configuration items, and apps enable the service desk to improve response time
Seth Paskin
Enable run and reinvent!
Anthony Bryce
A single SAAS platform for both Ops and IT Service Management underpinned by AI/ML will provide powerful new use cases and insights for the enterprise.
Joy Su
With #BMCHelix, you can expect predictive and proactive service, automated processes, faster and accurate resolution, and cost savings through speed and efficiency.

(edited)

Raphael Chauvel
An integrated SaaS platform that allows to focus on your business
AntonioVargas@BMC
Helix will provide a native and collaborative workflow that can provide insight across ITOM and ITSM disciplines.
BMC Helix
@JoyAlegriaSu Here's an article around the topic of what we call Proactive Service Resolution. PSR WP: https://www.bmc.com/forms/bmc-helix-bridge-itsm-it...
Peter Burris
How will better integration between service and operations management improve your operations? https://www.crowdchat.net/s/75w0u
https://www.crowdchat.net/s/75w0u

Raphael Chauvel
Operations will have better business-awareness
Monica Brink

As many companies pursue AIOps strategies, integrated, automated ITOM and ITSM processes can deliver tangible value from the rich insights delivered by machine learning.
Rick Bosworth
managing #cloudsecurity within the context of your business service / application
AntonioVargas@BMC
Reduce noise and provide prioritization of events due to a better understanding of service impact, approved changes, and known issues.
Anthony Bryce
The Ops teams need to understand the business context of the things they are managing. With this context, the business will have better outcomes. (e.g. prioritization of activities)
Joy Su
Operations have better business context and is able to prioritize events as they occur.
Simon Geddes
By keeping everyone on the same page and aware of what the other is doing
Seth Paskin
@chauvelr Yes, definitely bringing IT Ops into more dialogue with the business and understanding better the business impact of Ops. Also, given that the vast majority of outages are associated with changes, improving that process can only create less stress for the NOC, no?
Robin Reddick
using ML to gain insights into customer experience and improve service
AntonioVargas@BMC
Another benefit is through a tight integration with Change management. Operations can perform auto remediation of events while still adhering to best practices.
Peter Burris
Where does the integration between service management and operations management break down in your organization? https://www.crowdchat.net/s/95w01
https://www.crowdchat.net/s/95w01

Raphael Chauvel
security is a typical example where ops and change management don't align
BMC Helix
A successful ITSM-ITOM convergence requires training, skillset mapping, and a vision toward the future workplace.
AntonioVargas@BMC
it breaks down when there isn't context or understanding of what may be impacted, who needs to be aware, and who owns resolution.
Rick Bosworth
change happens quickly in the public cloud, it's important that the CMDB reflect those changes (#audittrail)
Monica Brink
Many companies I talk to struggle with the handoff between ITOM events and ITSM ticketing. Lack of combined processes extends MTTR.
Robin Reddick
having a consistent view of business service across operations and service. back to the unified view.
chad_haftorson
And lack of a combined or at least coordinated process between ITOM events and ITSM makes it more difficult to prevent future events and automate future resolution
Raphael Chauvel
Would it not be awesome to automatically process events and pro-actively assign incidents or root cause analysis to the right SMEs?
Shyamal Patel
in my experience most times when operation management tools cannot take actions on its recommendation without having proper service management approval process integrated. Having different platforms makes it very difficult