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Copyright 11/1/2010 BMC Software, Inc 1

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The current state of IT Service Management

How we work today!

ASSET MANAGEMENT

RELEASE

MANAGEMENT CONFIGURATIONMANAGEMENT

GOVERNANCE AND

COMPLIANCE

MANAGEMENT

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A Unified Platform for Managing IT

BSM: A Unified Platform for Managing IT

Simplify and automate service management

-

Request, change & support business services

-

Consistently deploy services across applications,

servers, networks, and clients

-

Discover, model, and prioritize services to

improve decisions

-

Federate and orchestrate data and workflow to

improve efficiency

-

Proactively identify and resolve IT issues

Unify service management with IT planning

and governance

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BSM is a unified platform for running IT

Demand & Resource

Management

Application

Automation

Problem

Management

Service Request

Management

Identity

Management

Service Cost

Management

Financial Planning &

Budgeting

Server

Automation

Network

Automation

Client

Automation

IT Controls &

Policy Management

Capacity

Management

Supplier

Management

Performance &

Availability

Management

Application Problem

Resolution

Service

Catalog

Middleware

Management

Data

Management

Storage

Management

Asset

Management

Enterprise Scheduling &

Workload Automation

Change & Release

Management

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Business runs on IT.

IT runs on BMC Software.

100% focused on BSM

-

No competing strategies

Strength

-

Founded in 1980

-

10th largest independent software company

-

16,000 customers in 124 countries

-

Fiscal 2009 revenues of $1.87B

-

Solid balance sheet

Innovation, vision, and execution

-

Pioneered concept of BSM

-

94 software technology patents

-

Continued growth through internal innovation and

acquisition

-

Support for cloud computing, virtual, distributed, and

mainframe environments

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Value driver for IT Service Management

Optimize IT Costs

30% increase in staff efficiency

Reduce support costs by 25%

Assure Quality of Service

Reduce downtime by 75%

70% faster MTTR

Increase Business Value

50% faster delivery of IT services

Demonstrate Transparency

95%+ visibility to IT spend and activity

Manage Risk

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What do I have?

Discovery & Dependency Mapping

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What do I have?

Discovery & Dependency Mapping

Business Process Discovery

Application Dependency Mapping

Asset Inventory Discovery

BMC Atrium Discovery &

Dependency Mapping

(ADDM)

Power, Heat, and Software End of

Support Data Discovery

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What do I have?

Services, Processes, Apps and IT infrastructure

Business Service

Business Process

ERP Applications

ERP System

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What do I have?

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What do I have?

Discover a dynamic environment

VMotion

An automated DRS

VMotion moves the

running VM System

from one cluster to

another

1

VMotion alerts Atrium

Orchestrator of change

2

Atrium Orchestrator

checks with Remedy

Change Management for

valid change request

3

This is an unplanned

change-Atrium Orchestrator opens a

pre-approved change request

to accelerate the action

through the change process

4

Atrium Orchestrator alerts

Discovery to the

relationship change and

triggers an on-demand

scan updating the CMDB

5

Near real-time reconciliation

is completed and the

service model in the CMDB

is dynamically updated to

reflect the new VM - Cluster

relationship

6

IT can now clearly understand

how the VM and cluster map to

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Intelligent Incident

Performance &

Availability

Management

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Upper

Baseline

Lower

Baseline

Normal Behavior

? $

Self-Learning Analytics

Intelligent Incident

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Intelligent Incident

Event / Impact Management

Performance &

Availability

Management

Event & Impact

Management

CMDB / CMS

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Intelligent Incident

Service Level Management

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Intelligent Incident

Remedy Service Desk

Performance &

Availability

Management

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CMDB / CMS

Rapid provisioning of services

From months or weeks to hours

or minutes

Simplified and standardized

interface for common requests

Automated configuration

Repeatable, auditable process

BSM in Action

Cloud Lifecycle Management

Application

Automation

Service Request

Management

Server

Automation

Network

Automation

Change & Release

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BSM in Action

BMC Service Request Management

Service Request

Management

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BSM in Action

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BSM in Action

BMC Remedy Change Management

Service Request

Management

Change & Release

Management

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BSM in Action

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BSM in Action

Change Implementation

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BSM in Action

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Proven customer value

74% first call

resolution rate

$32M in IT

efficiency

savings

36% reduction in

support costs

75% first fix

rate

40,000 weekly

changes

400% increase

in admin

productivity

Avoiding $24M

data center

expansion

5-year compliance

savings of $41M

ITIL and ISO9000

compliance

Reduced incidents by

20% & change approval

from weeks to days

Reduced MTTR by 30% &

outages due to changes

by 30%

Full function

CMDB is “single

source of truth”

Business service

events decreased 40%

74% reduction

in downtime

Single point of control

for 8,000 daily jobs

Handle same workload

as competitors with 3x

to 4x MIPS

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References

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