SOLUTION WHITE PAPER
BMC Software’s ITSM Solutions:
TAbLE Of CONTENTS
IntroductIon . . . 1 BMC Remedy Service Desk – Overview
» 3 BMC Service Desk Express / ITSME - Overview
» 4 ITIL Alignment
» 5 Analyst Views
1
INTROdUCTION
Why does BMC Software have two service desk solutions? There are many reasons, and some of these are outlined in this document What are the two solutions?
BMC Remedy Service Desk is a core component of BMC’s Business Service Management solution strategy Remedy and BSM 1
are targeted at the global 2000 large enterprise market Remedy customers demand extensive customization capabilities, as well as multiple platform support, multilingual support and a CMDB with federation and reconciliation functionality
BMC Service Desk Express (SDE) is a core component of BMC’s IT Systems Management Express solution strategy Service 2
Desk Express and the ITSME strategy are targeted at midsize organizations or departments of larger companies SDE customers want a service desk solution that is easy to install, easy to maintain, easy to use and provides a low total cost of ownership
Together, Remedy and Service Desk Express make BMC the worldwide market leader in Problem Management Without both service desk products, HP would be the market leader It is important to understand customer needs before promoting one solution over the other This document is intended to help you determine which solution is best for the customer
Although they both provide features like incident management, change management, and problem management, there are many differences between Remedy Service Desk and Service Desk Express Here are some of the key data points to consider when choosing between these two industry leading solutions
** Please note that all of these items are simply guidelines and are not strict rules
For example, typically customers whose budget is less than $75,000(55K Euro) are better candidates for SDE, however some
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customers have spent much more on an SDE purchase Generally customers who need an implementation within a few weeks or less will be better suited with SDE
If a customer is very ITIL focused and needs extensive customization capabilities, Remedy may meet their needs better If they
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Service desk Express / ItSM Express BMc remedy ItSM / BSM
commercial
Budget Generally, customer has smaller budget (less than $75K) and shorter sales cycle Generally, customer has a larger budget (over $75K) and longer sales cycle Implementation Implementation time usually needs to be within weeks and around $25K Longer implementation time of months and $150K is typical and acceptable Market Targeted at midmarket and departments of large organizations The target market is large Enterprise Market – global 2000
IT Staff
Tend to be midsize companies with smaller IT staff, or a department within an enterprise that needs a quick ROI and low TCO solution Staff usually wears multiple hats
Target customers tend to be large enterprise companies with larger global IT staff with customization skills
Admin
Best suited for organizations with part-time administrator and little or no development staff or need for
customization and integration
Best suited for organization that has full-time
administrator(s) and development staff for customization and integration
Features
ITIL ITIL v3 compatible in 7 processes (Pink Verify) – see below for more details
ITIL v3 Compatible in 11 processes (PinkVerify) Remedy is the only ITIL certified product in the market
L10N UI only available in English Localization toolkit available for select L1 partners Product UI localized in English, Japanese, French, German, Spanish, Italian, Russian, Korean, and Simplified Chinese
Platform
SDE only installs on a Windows OS Supports SQL Server and Oracle Databases SDE Staff must use MS Internet Explorer SDE end users can use IE, Firefox, Safari
Installs on Windows and Unix OS Supports Oracle, Sybase or Informix, DB2 Supports multiple browser types
Customization
Best fit for customers that require a strong ootb feature set and do not want much customization SDE is easy to configure with little technical knowledge or training, using ootb wizards
Best for customers who want strong ootb features as well as extensive customization capabilities to build the solution based on their organizational needs
CMDB
Best suited for organizations that are satisfied with a basic CMDB with ability to build a service catalog making the connection between assets and business services
Best for organizations that need advanced Atrium CMDB capabilities such as federated databases, reconciliation, and automated relationship mapping
Integration
Best fit for the organizations interested in a few ootb integrations with configuration management (inventory discovery), Event/Performance Management (Network and Infrastructure Monitoring), password Management, and remote support The SDE integration engine can be used to easily create additional integrations
Best for the organizations that want extensive ootb integrations with BSM solutions including Service Impact Management, Topology Discovery, and Capacity Management
SLA Includes basic time-based performance SLA tracking to help meet service levels
Provides a robust time-based, availability, threshold- and event-monitoring Service Level Management, including the ability to assess the cost of service, Follow the sun type examples
Asset
Provides asset inventory and tracking to identify record, control, modify, and, remove IT assets Also supports software license monitoring and reporting
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bMC REMEdy SERvICE dESk – OvERvIEW
bUSINESS CHALLENgE
Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge Yet, in view of today’s highly complex and changing IT infrastructures, you must not only effectively streamline your incident and problem management processes, but you must also reduce costs and expedite service while maintaining quality service levels
bUSINESS NEEd
Eliminate redundant incidents, encourage user self-service to reduce volume of service desk cases
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Reduce resolution times and service outages, avoid missing service level agreements (SLAs)
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Merge geographically or organizationally separate help desks into a single point of control
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Identify business services affected by incidents and problems to prioritize resources accordingly
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Transition from a ‘fire-fighting’ mode to a proactive, service-oriented mode
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OUR SOLUTION
BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number of incidents handled, improve resolution times and prevent future incidents from occurring, while improving IT staff efficiency Part of an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best practices and paves the way for Business Service Management (BSM) attainment
kEy fEATURES & bENEfITS
Single ITSM suite supports all ITIL service support needs (architecture to integration, implementation to support
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Hundreds of successful implementations ensure proven, successful, ‘best practices” approach
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Service Desk Consolidation capabilities Scalable solution supports multi-tenancy and multi-lingual implementations
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Single, central, shared data model Unified service view across all functions and processes (through the BMC Atrium CMDB),
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unified architecture (BMC Remedy AR System) eliminates point-to-point integrations to maintain
Full automation and seamless integration BMC reduces calls to the service desk through full automation of service requests
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and integration to the same workflow engines that make the BMC Remedy Service Desk a market leader
BMC Atrium CMDB provides analysts with holistic views of the IT infrastructure supporting critical business services
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Best practice Incident Management processes manages entire incident resolution process driving faster MTTR
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Best practice Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and
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stabilize the environment
Integrated Knowledge Base: Access to common solutions, known errors, workarounds , for incident resolution
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Self-Service lets users search FAQs, known solutions, and workarounds to common issues to encourage user
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sufficiency and reduce call volumes
Ability to prioritize incidents according to business impact, allowing IT staff to focus efforts where it matters most
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BMC Atrium CMDB as the physical asset repository: eliminates separate investments (and integrations)
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Natively – Built for Purpose - IT asset management with a full suite of service support applications
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Flexible architecture to quickly extend and adapt out-of-the-box workflows and data model without programming
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Provides visibility, transparency, and control across your IT organization Tie together the process, implementation, and
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verification components of deploying IT changes through cross-silo integration based on a factory-architected, ITIL-based CMDB
Acknowledged industry leader in ITSM, process automation and in CMDB implementations
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Fast-tracks ITIL initiatives Accelerates implementations up to 50% (visual, process guide to implement and perform ITIL
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bMC SERvICE dESk ExPRESS / ITSME - OvERvIEW
bUSINESS CHALLENgE
It is important that IT solutions add value by activating business and impacting the bottom line Selecting the right service desk or help desk for managing operations can help accomplish this goal Midsized businesses need to move from home-grown and legacy help desk tracking software to more fully integrated service desk solutions that support ITIL® best practice methodologies The right ITIL service desk software can deliver improved financial performance, increased manageability, and organizational alignment
bUSINESS NEEd
Align people, processes and technology to improve operational efficiency and become more proactive
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Improve accountability and visibility of IT service and support
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Automate the help desk process utilizing browser-based ITIL service desk software
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Reduce costs and incident call volume by implementing service management software
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Decrease help desk response and resolution times and improve customer satisfaction
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OUR SOLUTION
BMC ITSM Express is a modular solution that integrates industry-leading products to meet the demands of service,
performance, and compliance through IT Infrastructure Library (ITIL) best practices This unique offering gives you the flexibility to buy what you need and when you need it It offers out-of-the-box integration between BMC Service Desk Express Suite and other BMC ITSM Express products to deliver proactive service management through the resulting synergy
kEy fEATURES & bENEfITS
Connects requests to people, places, and assets efficiently through browsers and e-mail using a fully integrated help desk
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system
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Native integrations to configuration management, password management, remote support and performance management
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tools automate manual tasks to improve productivity
ITIL ALIgNMENT
bMC ANd ITIL
BMC Software provides software and services to help your organization put ITIL into practice Both SDE and Remedy ITSM have PinkVerify validation for ITILv2 and v3 BMC was the first vendor worldwide to be given ITILV2 accreditation and ITILv3 accreditation
Both solutions utilize the Service Management Process model or “Align Ability” Process model to aid implementation, training and ongoing use of the solutions When the Align Ability Process Model is applied to SDE, it also attains ITIL Release Management compatibility, based on the self assessment
ANALyST vIEWS
SDE has limited analyst coverage, as most analysts focus on the large enterprise market, which will purchase these reports and pay for consulting with them Gartner now only covers enterprise products, for example They used to report on SDE and smaller competitors before SDE was acquired by BMC Remedy is covered by several analysts such as Gartner, IDC, Forrester and Yphise Below are some details from recent analyst reports
THE fORRESTER WAvE: SERvICE dESk MANAgEMENT TOOLS, Q1 2008
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gARTNER MAgIC QUAdRANT fOR IT SERvICE dESk (NOv2008)
BMC Remedy is positioned as a visionary leader http://mediaproducts gartner com/reprints/bmc/article21/article21 html
yPHISE RANkS bMC NUMbER 1 fOR SOfTWARE ASSET MANAgEMENT
An excerpt from the Yphise report:
yPHASE RANkEd bMC ATRIUM NUMbER ONE fOR CMS
Independent Researcher Yphise ranks BMC Atrium CMDB as the best among the competition Yphise certifies BMC Atrium CMDB as the best-ranked software solution for the CMS business case Here’s an excerpt from the Yphise report:
An excerpt from the Yphise report:
bUSINESS RUNS ON IT. IT RUNS ON bMC SOfTWARE.
Business thrives when IT runs smarter, faster, and stronger That’s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk, and drive business profit For the four fiscal quarters ended June 30, 2009, BMC revenue was approximately $1 88 billion Visit www bmc com for more information
