Double Whammy: BMC HR Case Management and MyIT Service Broker

By Dick Stark

The RightStar marketing team has been busy. Last Friday we hosted a RightStar Lunch and Learn on Remedy HR Case Management and the previous Wednesday presented MyIT Service Broker to an audience of Webinar attendees. BMC has been busy too. Both products are good examples of how BMC offers digital transformation with innovative new solutions.

Got Catalog Sprawl? That’s BMC’s tagline for MyIT Service Broker (SB), a “single pane of glass,” for organizations with multiple service portals. According to PMG, 71% of companies run up to five service catalogs concurrently and 95% of IT people said a consolidated service app store would make the organization more effective. I know that personally, I’d like to see a service broker for the various portals I access: bank, credit card, paystub, healthcare, to name a few. It’s difficult enough just to try to remember all the passwords for each one.

And catalog sprawl is real. Last week we met with a large insurance company. Before the visit, they emailed, “Our DevOps movement has created a lot of service catalog sprawl. My team supports the enterprise service catalog MyIT/ Remedy. And now the application development teams have also created their own custom built service catalogs. The question we have is how do we stitch all these different tools and processes together?” The answer, of course, MyIT SB.

MyIT SB has a modern iTunes-like app store interface. It combines:

  • On-boarding services and people
  • Managing services and people
  • Delivering services to people
  • Tracking services and people

The good news is that one of our government customers just purchased MyIT SB and MyIT SB is a major reason whythey stuck with Remedy, rather than switch to a competitor. They were hooked by the Amazon like user interface and desperately needed to digitize about 75 paper based service requests from multiple sources.

HR Case Management. In case you missed our Lunch n Learn,we presented BMC’s new HR Case Management (CM) Solution. Based on the Remedy platform, HR CM creates a unified HR experience for employees. Today’s employees expect a digitally savvy workplace and a modern HR service Desk.


What HR CM is not is an HR Information System like PeopleSoft or Workday. Most enterprises have some type of HRIS system already, but most don’t handle the HR approval process very well, using a combination of forms, emails, spreadsheets and phone calls. Often the process doesn’t work, is inefficient, and can be a bad experience for the employee.

HR CM delivers a next-generation service center solution. It transforms HR into the digital era with best-practice templates and workflows and a mobile, digital workplace app that makes the whole workforce more productive. Focused on workflow, it provides the mechanism to standardize and optimise the process by handing to the right staff members at the right time.

The conclusion: MyIT SB and HR CM offer companies a means of digital transformation. Of course, organization should always seek first to understand what the user needs before jumping into the modernization process.

About dick1stark

I am the President and founder of RightStar, Inc, an XTIVIA company. RightStar is a leading ITSM and DevOps consultancy and BMC Software Elite Solution Provider and Atlassian Gold Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. In 2019, BMC selected RightStar as its DSM North American Partner of the Year for its sales and partnership excellence. Finally, in November 2020, RightStar was acquired by XTIVIA, an innovative IT Solutions Provider. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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