ServiceExperienceReimagined

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.

4 Votes Vote

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

https://www.bmc.com/forms/forrester-report-total-economic-impact-of-bmc-helix.html?productInterest=helix itsm

BMC Helix

With a 354% ROI, (per Forrester TEI) the conversation should be easy https://www.bmc.com/forms/forrester-report-total-e...

Peter Burris17

Where does the integration between service management and operations management break down in your organization? https://www.crowdchat.net/s/95w01

0 Votes Vote

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

Raphael Chauvel5

AI/ML leveraged in a smart and governed way to offer better employee experience

5 Votes Vote

Monica Brink2

More on Edge Computing here: https://www.bmc.com/blogs/edge-computing/

Jon Thomas9

What a great way to articulate it, "Innovation must happen at the edge, but governance must happen at the core." Moving away from command and control to freedom with guardrails.

8 Votes Vote

Robin Reddick

agree. governance at center actually gives you the freedom to innovate with success

BMC Helix3

#AI is and must be seen as an augmentation technology. Sanjay Srivastava, Chief Digital Officer Genpact

Dave Vellante6

This guy makes sense to me - have to completely re-think the experience - almost every business has to think about the digital experience #automation #CX #customer #Journey #engagement #DesignThinking

Seth Paskin

Agreed. The challenge is that you not only have to rethink the existing experience, but anticipate and create new experiences around your edge innovations. @BMCHelix

Simon Geddes

Best opportunity for growing your business is the customer experience

Rick Bosworth3

The cloud is the incubator of innovation. Combining service and ops is the way to keep the scrum teams accelerating forward along sensible guardrails that enable agility, not hinder it. @BMCHelix

Peter Burris12

I really like the idea that Helix with RPA can replace "swivel-chair interfaces" to streamline service management and operations management.

chad_haftorson

But wait, there's more: the combo of #BMCHelix and Automation Anywhere gives users a single catalog to request services without having to know how those services are fulfilled on the back end

Dave Vellante

I like the idea of bringing software bots to business processes - you can drive much higher quality very cheaply

AntonioVargas@BMC

its all about speed and efficiency especially in I&O. Anything we can do to reduce and eliminate swivel chair operations has direct effect on MTTR.

4 Votes Vote

Peter Burris

@chad_haftorson Helix + RPA + new community access to innovation is a compelling story.

Robin Reddick7

It's time to eliminate silos with a unified view of service and operations

5 Votes Vote

Seth Paskin

One could argue it's been that time for a while :)

Marie Johnson

silos will always exist and we will always want to break them down. We may rebrand or relabel the silo in the future be they are there and not leaving. Question is will we have people that can see beyond them? BMC Software is making that easier.

Seth Paskin12

The consumerization of user experience now drives expectations for #enterprise touchpoints.

5 Votes Vote

Rick Bosworth

as the demo video showed, right?