#ServiceExperienceReimagined - CrowdChat

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.

#serviceexperiencereimagined @myersonmedia @chauvelr @chad_haftorson @plburris @wikibon @antoniovargasb8 @dvellante @ralphfinos @robinreddick @stu @simongeddes @vidsus @rickbosworth8

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How will you speak with your business leaders about the co-evolution of service management and operations management? https://www.crowdchat.net/s/25w29

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I think the conversation is pretty simple: data, customers, competition, the market and technology are necessitating this. We can adapt or become extinct.

As was covered by speakers in the videos, the focus needs to be on how to practically deliver use cases and value.

Use this TEI calculator to help in your discussions. https://tools.totaleconomicimpact.com/go/bmc/helix...

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.

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

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 itsm

How do you think the convergence of ITSM and ITOM with BMC Helix will help enterprises? https://www.crowdchat.net/s/25w14

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360 view of the business

closed-loop security incident management!

This will create a wealth of data ready for true business aware AIOps

Faster deployment of AI use cases

insight across IT infrastructure, configuration items, and apps enable the service desk to improve response time

Enable run and reinvent!

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.

With #BMCHelix, you can expect predictive and proactive service, automated processes, faster and accurate resolution, and cost savings through speed and efficiency.

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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.

@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...

Marie Johnson13

So much of “Service” within the business lines is manual, the alignment of IT to that is manual and rarely known except by a few within the org, etc... I can go on and on. What is proposed to make the manual easier, cognitive, and automated to blend the service with operations?

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Raphael Chauvel

absolutely. An integrated experience relying on a platform that leverages AI/ML

AI/ML will be key to automating around service and operations - combining/correlating the data will be key to training and creating those AI/ML algorithms

Here's a WP that delves into that topic.
Optimize WP: https://www.bmc.com/forms/bmc-helix-optimize-capac...

https://www.bmc.com/forms/bmc-helix-optimize-capacity-cost-management-white-paper.html?productInterest=truesight cloud cost|truesight capacity optimiz...

Automating simple, repetitive tasks frees talent to deliver higher value work, removes bottlenecks, increases quality.

How will better integration between service and operations management improve your operations? https://www.crowdchat.net/s/75w0u

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Raphael Chauvel

Operations will have better business-awareness

As many companies pursue AIOps strategies, integrated, automated ITOM and ITSM processes can deliver tangible value from the rich insights delivered by machine learning.

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.

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)

Operations have better business context and is able to prioritize events as they occur.

By keeping everyone on the same page and aware of what the other is doing

@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?

Raphael Chauvel

Sure thing!

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.

How will better integration between service and operations management improve your service management? https://www.crowdchat.net/s/75w0a

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faster resolution

you can actually streamline outcomes from war room to actual owners who can perform tasks and keep track of the changes !

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

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.

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

faster fulfillment, better customer satisfaction, greater agility

experience and accuracy

...and BTW, more higher order data to improve/automate processes!

Raphael Chauvel

@robinreddick I would even push it to automatic resolution

It will transform the service experience and better drive the cost, accuracy, and experience delivered

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.

"Use Experience as the north star to drive innovation" What a great piece of insight! How will you respond to the changing expectations of your internal customers?

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Great point about the exponential growth of first-order and higher order #data as you move towards autonomous ops, necessitating AI/ML.

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

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Raphael Chauvel

security is a typical example where ops and change management don't align

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.

change happens quickly in the public cloud, it's important that the CMDB reflect those changes (#audittrail)

Many companies I talk to struggle with the handoff between ITOM events and ITSM ticketing. Lack of combined processes extends MTTR.

having a consistent view of business service across operations and service. back to the unified view.

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?

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

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

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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.

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