By Dick Stark

Last Thursday, RightStar held its fourth annual Remedy User Group Meeting. Held at the GSA Regional Office Building in DC, bmc discussed new Remedy features like Smart IT as well as the Remedy Roadmap. It was a well-attended event.

bmc began by discussing the digitial imperitive for ITSM. Digitial businesses deploy digital services and Remedy 9 along with Smart IT is “smart, beautiful, and powerful.” This new digitial imperitive also enables personalization, and coincidently that is the cover story of the July/August CIO Magazine. CIO 100 award winner Shankar Arumugavelu, senior vice president and CIO, Verizon Wireless, credits personalizaion to Verizon’s recent success: “Everything we do is putting the customer first. We’re putting a significant premium on personalization.” He continued, “IT has a unique vantage point. The entire customer experience comes together in IT, and we can provide the thought leadership required to bring personalization to life.”

Arumugavelu should be a spokesperson for bmc’s MyIT, which is designed to improve the customer or end-user’s experience with IT. MyIT can help provide faster, more personalized assistance because MyIT knows who and where they are.

Whether IT departments are ready or not, it’s a BYOD world, with mobile devices such as iPhones and iPads proliferating throughout most organizations. iPads are quickly replacing notebooks, and even pen and paper. Additionally, employees expect an excellent customer experience whether from a bank, on-line retailer, or restaurant, and expect the same thing from their IT department. The good news is that unlike Google, MyIT is purpose-built to transform the end-user experience, making them and the service desk much more productive.

bmc then discussed additional reasons why Remedy 9 is a winner:

Persona based user experience. Smart IT version 1.1 is standard with Remedy 9. Smart IT now offers user focused personas for Service Desk, Change, and Knowledge.

Context and location aware. Remedy 9 knows who you are and where you are, and it will present you information that’s relevant, whether you are a business user (MyIT) or IT user (Smart IT).

Smart Reporting. Arguably, the best new feature, Smart Reporting, like reporting inSalesforce, enables users to build custom reports with ease. Even better, users can share, follow, and comment on graphs and charts to get the whole team engaged in making better decisions.

Now, much improved and built 100% on top of Java, Remedy 9 offers the most innovative ITSM solution available. RightStar confirmed this in an “Ask the Expert,” session following bmc. We reported that in a just completed “bakeoff” between ServiceNow and Remedy 9, a large government agency selected Reemdy 9. It wasn’t even close.