By Dick Stark

BMC released two ITSM surveys this past week. The first, published as a Forbes Insights Paper, “Delivering Value to Today’s Digital Enterprise,” surveyed 261 high level senior managers in mostly large enterprises. The second, a survey of BMC’s Remedyforce (Rf) customer base, shows that Rf is alive and well, that customers like the product, that they get good value from it, and that Rf is used at all types and sizes of customers. Both reports are are well worth a quick read. Here are a few highlights.

The Forbes Insights Paper

Effective ITSM is more important now in 2017 than ever before. According to the Forbes Paper, poorly done ITSM hurts competitiveness as a business, while well done ITSM plays a crucial role in key digital initiatives. Two examples spring to mind. The first, a digitalization service catalog project at a large government agency using BMC’s MyIT Service Broker will soon go-live. Remedy 9 in the underpinning ITSM platform, and the agency will soon start to move away from a paper/email based request management system. Additionally, at a local university, RightStar is moving a Remedy 9 on-premise system to Remedy-on-Demand, to meet their objectives of becoming an all cloud-based organization.

Organizations have made excellent progress in improving overall ITSM maturity. Just several years ago, Gartner reported that 92% of IT organizations were operating at a maturity level of less than 3 (proactive/use automation tools). Today, the Forbes survey found that only 10% of organizations are basic or less developed, while 54% are advanced. “Advanced,” means service operations are automated, tied to analytics, and change management is highly collaborative and analytics driven. This is a significant increase in maturity levels and indicates that organizations are making excellent progress and receiving improved value from their ITSM investments.

For example, at another large government agency, RightStar has been involved in an agency wide knowledge project to ensure that employees, not just IT employees have a knowledge system to provide specific support for departmental issues. The objective is to “shift-left” by reducing calls to the service desk and making people more efficient.

Remedyforce Paper

The Rf report was distributed to all BMC Rf customers, with 326 respondents, a very good response. Takeaways are:

• 91% of all respondents likely to renew
• 82% said Rf helped them achieve their goals
• 75% of SMBs implemented in 2 months or less

The real value of the survey was the versatility of Rf. It’s everywhere: large enterprises, SMB’s Telecoms, Finance and Banking, Computer Related, Government, and Healthcare. And although being an existing salesforce customer is important, approximately 50% of respondents do not use salesforce, implying that they chose Rf due to its cloud based nature, ease of implementation, and fast time to value. Even better: both surveys emphasized cost savings as an important ITSM value add. For copies of the surveys email us at sales.rightstar.com.