Remedy

 ITSM  and  
Pla2orm  Roadmap  
—  
 
  Hall  
Jon  
Lead  Product  Manager,  ITSM   February  2015
Product  Management

BMC  CONFIDENTIAL  
 Agenda  
1. Service  Support  Vision  and  Strategy  
Vision  

2. Remedy  Customer  Survey  Highlights  

Design  

3. User-­‐centric  Design  Approach  

Smart  IT  

4. Smart  IT  –  The  New  Way  of  Working  

Next  

5. What’s  Next  for  ITSM  and  AR  Pla2orm  

Legal  NoRce  
 The  informaRon  contained  in  this  presentaRon  is  the  confidenRal  informaRon  of  BMC  SoUware,  Inc.  
and  is  being  provided  to  you  with  the  express  understanding  that  without  the  prior  wriXen  consent  
of  BMC,  you  may  not  discuss  or  otherwise  disclose  this  informaRon  to  any  third  party  or  otherwise  
make  use  of  this  informaRon  for  any  purpose  other  than  for  which  BMC  intended.  
 
 All  of  the  future  product  plans  and  releases  described  herein  relate  to  BMC’s  current  product  
development  consideraRons,  which  are  at  the  sole  discreRon  of  BMC  and  are  subject  to  change  and/
or  cancellaRon  at  any  Rme.    BMC  cannot  and  does  not  provide  any  assurance  as  to  whether  these  
plans  will  result  in  any  future  releases  of  the  nature  described.    These  future  product  plans  should  
not  be  viewed  as  commitments  on  BMC’s  part  and  thus  should  not  be  relied  upon  in  customer  
purchase  decisions.  

BMC  CONFIDENTIAL  ©2014  BMC  So6ware;    

Not  for  further  distribuDon    
1930   2015  

SERVICE  DELIVERY  
1957   2015  

USER  EXPERIENCE  
Users  Demand  more  
 
• I  need  it  faster  
• I  need  it  mobile  
• Make  it  more  intuiRve  
• Make  me  more  producRve  
 
The  Business  Demands  
More  
 
• How  can  I  understand  the  
impact  of    IT  on  criRcal  business  
services?  
• How  can  I  get  insights  into  the  
health  of  the  business?  
• How  can  we  improve  the  
customer  experience?  
• How  can  we  save  money?  
 
You  Demand  More  (and  
you  should!)  
 
• How  can  I  meet  the  needs  of  users  
and  the  business?  
• How  can  I  get  the  most  out  of  my  IT  
soluRons?  
• How  can  I  get  to  new  innovaRons  
faster?  
• All  while  protecRng  your  
investment  
 
 Remedy  Customer  Survey  Results  (July  2014,  n=808)  

750+ 570+   70+

Custom   IntegraDons   Unique  Third  Party  
ApplicaDons     With  BMC  and  Third  
Party  soluDons  
ApplicaDons  
Built   Integrated  
24% Project Mgmt.

89% 144
17% Human Resources
16% Security (Access Req.)
Percentage  who   Say  Remedy  Meets  or   Willing  to  Be  a  
would  like  an   Exceeds  ExpectaDons   Reference  
applicaDon  on  the   for  ITIL  Adherence  
AR  plaSorm  
 Our Vision
Re-invent ITSM to Deliver Breakthrough Business Productivity

BUSINESS CONSUMER IT & SERVICE DESK STAFF PLATFORM USER

Service Desk Agent System Admin

Global Business User Service Delivery Manager Business Analyst

Process Owner Developer

By delivering extreme automation via a powerful platform to empower

the digital service revolution
BMC  Confiden*al/Subject  to  Change  
User-­‐Centric  Design  and  Development  

BMC  Confiden*al  –  Subject  to  change  

User  Centric  Design  Approach  

Contextual      Rewarding  
 ProacRve        Connected  
 Insigh2ul        Efficient  
 Flexible        Deligh2ul  

‹#›
BMC  Confiden*al/Subject  to  Change  
 EXISTING  TOOLS:  
Built  around  process  not  people  

Takes  too  long  to  input  data  

Relevant  data  gets  lost  in  the  tool  

Fixing  issues  takes  too  long  

SERVICE  DESK  
Mobile  apps  are  limited  

Tools  are  outdated,  clunky  and  

difficult  to  use  –  too  many  forms,  
too  many  clicks  
Introducing  BMC  Remedy  with  Smart  IT  

Context-­‐aware,  formless  user  

experience  for  Remedy  IT  users  that  
drives  quick,  personalized  service    

Social  plaSorm  for  IT  teamwork  and  

collaboraDve  success  and  learning  
built  around  service  delivery  and  
support  

Responsive,  mobile  toolset  with  

modern  field  support  features  at  no  
addiDonal  license  fee  
 INTELLIGENT  INTERACTIONS  
More  Insight,  Less  Effort  

Find  
Answers  &  
Formless  &   Solve  
Context   Problems  
Aware     Quicker  
More  
ProducRve  
Dynamic   with  BeXer  
SuggesRons  &   Service  
CollaboraRon  
 BEAUTIFUL  EXPERIENCE  
More  FuncDonality,  Fewer  Clicks  

Consumer-­‐ Quick  
Style   Learning  &  
Experience   Shared  
Knowledge  

Fast  User  
Social  Based   AdopRon  &  
InteracRons   More  
SaRsfacRon  
 MOBILE  ACCESS  
Same  Service  Desk,  Any  Device  

Instant  Data  
Access  
LocaRon-­‐
Aware  

BeXer  
Customer  
Service,  
Comprehensive   Everywhere  
&  NaRve  Device  
IntegraRon  
 COLLABORATION  &  INSIGHT  
Real  Dme  sharing  &  issue  resoluDon  through  crowd-­‐sourced  informaDon  

Instant  Data  
Access   Social  Discussion  

Knowledge  
CollaboraRon  
Search  
 The  Smarter  Service  Desk  
Knowledgeable  workforce,  saDsfied  customers  &  producDvity  on  both  sides  of  the  service  desk  

MyIT   Remedy  with  Smart  IT  

Consumerized  
Persona  Based  

Simple  to  Use  

People  Not  
Process  
Thank You.