BMC ups ante on self-service IT with portfolio refresh
BMC Software, a longtime maker of IT automation solutions that went private last year after more than two decades on the stock market, has kept busy since leaving the public eye. The company this week announced the next generation of its help desk and service management solutions, which have been infused with social functionality and enhanced to better support mobile workers.
“Top organizations have known for a long time that mobile social technologies represent the future of IT. But the solutions they’ve had to work with in order to make that leap were not designed for that task,” noted Kia Behnia, BMC’s chief technology officer. “BMC has changed this equation forever. Our new products enable IT leaders to fundamentally transform the self-service experience by offering end users a powerful yet intuitive solution rooted in expectations created by Facebook and Twitter.”
The first of the new offering, a revamped version of the company’s MyIT help desk app for iOS, replaces traditional incident tickets with an online messaging system that gives users a shortcut in solving frequently occurring problems. The software provides a visual interface for navigating support resources, and lets employees turn to peers for advice on more challenging technical issues they can’t immediately solve.
MyIT 2.0 is complemented by the latest release of the AppZone enterprise app store, which introduces the ability to comment on, rate and share applications. The two services are fully integrated with the newly unveiled Remedyforce Winter ’14 service management solution, which enables IT organizations to deploy new solutions “using a fresh, Google-like, mobile-user experience,” according BMC.
The firm says that the updates are designed to improve user productivity, increase job satisfaction and free up techies’ time for driving innovation. “BMC’s second generation solutions announced today will enable IT organizations to create and deploy new services and technologies that will delight end-users and unlock productivity and business competitiveness,” Behnia said.
photo credit: wili_hybrid via photopin cc
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