Welcome!

Apache Authors: Liz McMillan, Elizabeth White, Janakiram MSV, Gil Allouche, William Schmarzo

Related Topics: @CloudExpo, Industrial IoT, Microservices Expo, Containers Expo Blog, Agile Computing, Apache

@CloudExpo: Article

Help Desk Solution Empowers Employees

BMC's MyIT puts IT and business services into the hands of employees with app store ease

BMC Software this week launched MyIT, an enterprise IT help desk solution that empowers employees to take more personal control over their IT services and to get the right type of help they need -- anytime, anywhere, from any device.

Frustration with company IT departments is a widely shared experience.  Forrester Research reports that just 35 percent of business decision-makers say IT provides “high quality, timely end user support.” What’s more, employees are increasingly circumventing their IT organizations in search of faster IT support and problem resolution.

Moreover, studies show that the friction between users and IT help capabilities saps as much as 20 percent of productivity away from workers. That's a day a week when things go wrong.

“The IT people and non-IT people sometimes talk two different languages, and it’s hard to cross that barrier. In fact, a lot of times there’s this unfounded fear of IT because the users typically don’t get the information they need, or don’t understand it when it is given to them,” said Robert Stinnett, senior analyst at Carfax.

What's largely been missing is a focus on the complete processes of IT help desk -- from the users' point of view. Too often help comes in the form of a technology fix for a specific product, leaving users in the role of integrator, if they can. Or, when they are able, they find that they manage their personal IT services better using online resources than their IT experiences provide at work. [Disclosure: BMC is a sponsor of BriefingsDirect podcasts.]

To improve on this, MyIT delivers a personalized portfolio of technology and services to each employee, including a content locker, mobile corporate app store, and other location-aware services and solutions. MyIT also integrates with BMC’s Remedy IT Service Management suites and will bring the power of the larger Business Service Management portfolio to workers.

The result is a merging of IT provisioning and access functions with the support information and help functions when things get dicey.  It makes a lot of sense to me that these functions overlap and come through similar, user-friendly interfaces and processes.

"This is a game-changing way of presenting data and services to end-users," said Jason Frye, Director, Office of the CTO, at BMC Software.

Gaining productive value

Today, in a powerful irony, an employee’s personal IT experience is much better than their IT experience at work, yet they’re forced to relinquish the productive value of their personal IT when they go to work,” said Kia Behnia, BMC’s CTO.  Employees want IT organizations that provide a modern 'store front' for IT services and information delivery and a 'genius bar' ability to manage and control the IT services and information they need to do their jobs.  IT organizations must respond to this change, and MyIT is the bridge that connects their industrialized infrastructure with the needs and expectations of their fellow employees.”

Among the features and benefits of MyIT:

  • The combination of self-service, process automation and the right employee-facing UI slash the IT costs associated with resolving trouble tickets – as much as 25 percent in large companies.

    IT organizations must respond to this change, and MyIT is the bridge that connects their industrialized infrastructure with the needs and expectations of their fellow employees.


  • MyIT allows employees to focus on productivity and value creation, rather than fixing IT problems.  Employees can specify and manage their own personalized IT service and information delivery.  Services and information required by individual employees are immediately updated as new information comes online or an employee’s location changes.
  • MyIT takes an employee’s positive experience with IT in their personal lives and extends it into their work life with immediate access to the right services and context-aware content, unhampered by old-line IT processes.Speaking about the new solution, Abraham Galan, CIO at energy giant PEMEX, said: “PEMEX will be among the first companies in the world to deliver BMC Software’s MyIT solution – in our case, that means more than 75,000 IT users. Employees are demanding a much better service experience than many IT organizations have been able to provide. PEMEX has been a leader in this area, and we believe that BMC’s MyIT will reduce our cost of service delivery and enable us to compete more effectively, both for markets and for talent.”

The implications of the service also involve the cloud. MyIT can easily be delivered as an on-premises or as SaaS services. This sets the stage for IT to begin outsourcing more help desk functions that it makes sense to, but deliver them all with a singular front end. The MyIT services will come with web, as well as native mobile apps, when the service goes to beta in January. General availabilty is expected in April.

The timing is great, given the uptick in BYOD interest and use, too. I can also see where a social environment meshes well with MyIT, so that the "wall" interface and community-based help and knowledge are shared to more benefit of all. And this also takes the load off of IT while building a better knowledge base.

Lastly, the MyIT approach also fosters more of a two-way street, so that usage, problem and remediation data are being delivered back to the CMDB, the IT system of record, to build a continuous and integrated IT lifecycle capability. I can even imagine more automation and data-driven IT support from the IT systems themselves, a IT help cloud provider, or both, in the coming years.

For more information and to see a video of the live demo, go to http://www.bmc.com/products/myit/it-self-service.html.

You may also be interested in:

More Stories By Dana Gardner

At Interarbor Solutions, we create the analysis and in-depth podcasts on enterprise software and cloud trends that help fuel the social media revolution. As a veteran IT analyst, Dana Gardner moderates discussions and interviews get to the meat of the hottest technology topics. We define and forecast the business productivity effects of enterprise infrastructure, SOA and cloud advances. Our social media vehicles become conversational platforms, powerfully distributed via the BriefingsDirect Network of online media partners like ZDNet and IT-Director.com. As founder and principal analyst at Interarbor Solutions, Dana Gardner created BriefingsDirect to give online readers and listeners in-depth and direct access to the brightest thought leaders on IT. Our twice-monthly BriefingsDirect Analyst Insights Edition podcasts examine the latest IT news with a panel of analysts and guests. Our sponsored discussions provide a unique, deep-dive focus on specific industry problems and the latest solutions. This podcast equivalent of an analyst briefing session -- made available as a podcast/transcript/blog to any interested viewer and search engine seeker -- breaks the mold on closed knowledge. These informational podcasts jump-start conversational evangelism, drive traffic to lead generation campaigns, and produce strong SEO returns. Interarbor Solutions provides fresh and creative thinking on IT, SOA, cloud and social media strategies based on the power of thoughtful content, made freely and easily available to proactive seekers of insights and information. As a result, marketers and branding professionals can communicate inexpensively with self-qualifiying readers/listeners in discreet market segments. BriefingsDirect podcasts hosted by Dana Gardner: Full turnkey planning, moderatiing, producing, hosting, and distribution via blogs and IT media partners of essential IT knowledge and understanding.

@ThingsExpo Stories
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Identity is in everything and customers are looking to their providers to ensure the security of their identities, transactions and data. With the increased reliance on cloud-based services, service providers must build security and trust into their offerings, adding value to customers and improving the user experience. Making identity, security and privacy easy for customers provides a unique advantage over the competition.
Is the ongoing quest for agility in the data center forcing you to evaluate how to be a part of infrastructure automation efforts? As organizations evolve toward bimodal IT operations, they are embracing new service delivery models and leveraging virtualization to increase infrastructure agility. Therefore, the network must evolve in parallel to become equally agile. Read this essential piece of Gartner research for recommendations on achieving greater agility.
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Pulzze Systems was happy to participate in such a premier event and thankful to be receiving the winning investment and global network support from G-Startup Worldwide. It is an exciting time for Pulzze to showcase the effectiveness of innovative technologies and enable them to make the world smarter and better. The reputable contest is held to identify promising startups around the globe that are assured to change the world through their innovative products and disruptive technologies. There w...
Akana has announced the availability of version 8 of its API Management solution. The Akana Platform provides an end-to-end API Management solution for designing, implementing, securing, managing, monitoring, and publishing APIs. It is available as a SaaS platform, on-premises, and as a hybrid deployment. Version 8 introduces a lot of new functionality, all aimed at offering customers the richest API Management capabilities in a way that is easier than ever for API and app developers to use.
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
In today's uber-connected, consumer-centric, cloud-enabled, insights-driven, multi-device, global world, the focus of solutions has shifted from the product that is sold to the person who is buying the product or service. Enterprises have rebranded their business around the consumers of their products. The buyer is the person and the focus is not on the offering. The person is connected through multiple devices, wearables, at home, on the road, and in multiple locations, sometimes simultaneously...
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...