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SYS-CON MEDIA Authors: Elizabeth White, Liz McMillan, AppDynamics Blog, Ed Featherston, Pat Romanski

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BMC Software Delivers ‘The New IT’ With Three Pioneering Products

BMC Software today introduced an array of product innovations that, for the first time in the history of IT, take full advantage of advancements in user experience and crowdsourcing to give employees complete control of their IT experience via an elegant and intuitive mobile interface.

The new products — BMC MyIT 2.0, BMC AppZone 2.0 and BMC Remedyforce Winter ’14 — showcase the company’s commitment to using mobile, social, and cloud technologies. BMC believes these technologies, along with automated and industrialised IT service delivery, are the defining characteristics of the new IT. As businesses increasingly replace physical products and services with those delivered digitally – such as banks enabling customers to deposit a cheque with a smartphone versus going to a branch – expectations for improved experiences across the technology landscape have skyrocketed, as have the pressures put on IT to deliver them. BMC addresses these challenges in the customer-focused products announced today.

MyIT 2.0 gives employees the power to quickly solve routine technical problems, eliminate frustrating forms, crowdsource answers and information, and visually navigate resources in any organisation. AppZone offers fast and easy central access to approved business apps – whether cloud, mobile, custom or desktop. Remedyforce helps enterprises deliver a range of services, from a simple helpdesk to transformational digital business services using a fresh, Google-like, mobile-user experience.

The new products are purpose-built to manage a wide range of rich, next-generation digital services that give employees the tools they need to maximise performance and creativity. These features also serve to increase job satisfaction and productivity while reducing IT friction.* Technology managers, meanwhile, are freed to be proactive and preemptive, solving high priority problems for people and the organisation while streamlining and automating back-end operations.

“MyIT 2.0 is like a touchscreen kiosk for end users – just swipe, touch, click and help is on the way,” said Robert Stinnett, data centre automation engineer, Carfax. “I can see this having a lot of potential for creating ‘micro assistance centres’ within the organisation. For example, teams rolling out a new project live, or a particular application within the organisation, can quickly and easily set up their own micro assistance site through MyIT. It’s a new era of IT that uses the collective knowledge of the organisation to help find answers and deliver end-user services in near real time.”

“BMC’s second generation solutions announced today will enable IT organisations to create and deploy new services and technologies that will delight end-users and unlock productivity and business competitiveness,” said Kia Behnia, chief technology officer at BMC Software. “Top organisations 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. 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 advanced features of MyIT 2.0 are very impressive,” said Kim Olds, senior user support specialist, Anne Arundel County Public Schools in Maryland. “There are many enhancements that would make us a far more efficient organisation, particularly the facility mapping feature that locates computers targeted for refresh or replacement and the capability to gain real-time access to current system conditions without calling the Help Desk. The possibilities are endless.”

MyIT 2.0

MyIT 2.0 represents a true industry first and a giant leap forward in IT. This next-generation, self-service app features a completely redesigned user interface inspired by the latest social networking tools. It does away with forms and tickets by enabling employees to ask for help, get answers to questions and share information through real-time online messaging, social posts and more. Together with Remedyforce, this more natural workflow cuts support costs and boosts employee and IT satisfaction. It also includes strong notification and system status components that offer real-time awareness of issues and outages. Available with Remedyforce, MyIT 2.0 is currently in beta and will be widely available in April 2014. For a demo or for more information on MyIT 2.0 click here.

AppZone 2.0

AppZone is a universal app store that gives employees easy access to cloud, mobile, custom and desktop applications. To drive adoption, employees can comment, rate and share apps they enjoy, allowing others to on-board applications based on peer selections. For IT, an enterprise app store provides the ability to procure, publish, secure and manage apps across the organisation. Click here for more information on AppZone 2.0.

Remedyforce Winter 14 Release

Remedyforce Winter ‘14 is the latest release of the company’s fast-growing cloud-based system for managing digital services. With this new release, MyIT 2.0 and AppZone 2.0 are now fully integrated with Remedyforce, providing employees with a compelling front-end experience across on-premise, on-demand and cloud/SaaS versions. Click here for more information on Remedyforce Winter 14 Release.

BMC Software. IT innovation drives business transformation.

BMC Software helps leading companies around the world put technology at the forefront of business transformation to improve the management, delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have helped more than 15,000 customers to drive extraordinary business performance—increasing their agility and exceeding anything they previously thought possible.

To learn more, visit bmc.com.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2014 BMC Software, Inc.

* Eighty-six percent of employees lose an average of 18 hours each month due to IT issues, according to a survey of 900 IT professionals and 900 business users conducted by Forrester Research in February 2013, commissioned by BMC Software. That translates to £2,223 annually per impacted employee, totaling £60 billion annually for Fortune 100 companies.

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