A Tale of Two Surveys

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.

ITSM Benefits from 2017 Survey

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.

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).
This entry was posted in Business Management, Digital Engerprise Management (DEM, FootPrints, ITSM, Remedy, Technology Trends, Uncategorized and tagged , , , , , . Bookmark the permalink.

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