“BMC You Later” — BMC Pushes The ITSM Tool Envelope With MyIT

Yesterday BMC announced MyIT, which it describes as a “new enterprise software solution that empowers employees to take personal control over the delivery of the IT services and information they need — anytime, anywhere, from any device.” I was demoed it prior to the announcement, and it definitely does provide employees with greater insight into, and control over, the IT services they consume.

My initial reaction?

Once I had got the initial thoughts of “I don’t like the name” — because it seemed “dated,” and because something like this is about more than IT — out of my mind, the jigsaw pieces that make up my opinion started to fall into place:

  • It is embracing so many of the challenges faced by IT organizations (and their customers), such as increasing customer expectations of IT per se, mobility, personal hardware (corporate and BYOD), customer service and support … and I could go on.
  • It picks up and runs with, not so much social as many would expect, but the consumer-led penchant for self-service (both for service delivery and support).
  • It starts to leverage the capabilities of our “gadgets” that are often neglected in the corporate (software) environment.
  • It makes service catalog more relevant and more accessible — service catalog is really about self-service from the customer interface POV. This could be self-service on steroids.
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More ITSM Tool Bells And Whistles, And Where The Real Focus Of Vendor Attention Should Be

October 2012 has been a busy month for IT service management (ITSM) tool vendor press releases, such as (in chronological order):

  • BMC announced updates to its ITSM portfolio across BMC Remedy IT Service Management Suite 8.0, BMC FootPrints 11.5, BMC Remedyforce, and BMC Track-It! on October 9.
  • Citrix announced GoToAssist Service Desk on October 17 (post Beetil acquisition).
  • HP announced its new software-as-a-service (SaaS) offering – HP Service Anywhere – on October 22.
  • ServiceNow released Q3 earnings and announced 145 new customers on October 24.
  • CA Technologies announced CA Nimsoft Service Desk 7 at the itSMF USA’s Fusion 12 conference (and no doubt there will be other announcements at Fusion that I haven’t been pre-briefed on).
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50 Shards Of ITIL – The Bane And Pain Of ITSM Tool Selection

OK, it really should be the “500 shards of ITIL” but it just didn’t sound as sexy.

“ITIL is sexy?” I hear you cry. Maybe not for most, but IT service management (ITSM) is something many of us are passionate about. Or, to be more precise, the delivery of high-quality, business-centric IT services is something many of us are passionate about – with ITSM purely the means to that end.

Anyway I wander from my point . . . the “500 shards of ITIL” I refer to are the 500 extremely granular, ITIL-espoused capability points that far too many organizations commonly use as the basis for new ITSM tool selection. As I wrote in a recent blog for the ITSM Review: “the current method of creating RFPs (request for proposal documents) and selecting vendors based on a cut-and-paste, ask-for-everything-possible-mentality is so, so flawed.”

In a soon-to-be-released market overview of SaaS ITSM tools I add that “Customers often ask the wrong questions during product evaluations and therefore don’t get the answers they need.” Think about it – multiple choice is far easier to pass than an essay-style exam, and do you really need that infrequently adopted ITIL-espoused capability? If you don’t, why on earth are you asking for it?

Be careful what you ask for because you just might get it.”

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