By Dick Stark
BMC’s New York Exchange, was held October 18 near Times Center in New York City. Turnout was excellent with more than 400 customers, partners, and BMC employees in attendance. During the chatbot session, RightStar received praise from George Washington University about their recently completed chatbot project. Here is a short NY Exchange update.
The message heard loud and clear from BMC was that all is going very well. Remedy and Discovery sales are up over last quarter, with SaaS based sales leading the way.
Peter Leav, BMC CEO and President opened by discussing the impact of digital transformation, stating that, “50% of CEO’s expect their industries to be digitally transformed, and 84% see their profit margins going up.” What are the required capabilities for this transformation? According to BMC, it is:
- Automate—run anywhere
- Service—discovery everywhere, and
- Operate—performance monitoring, security and compliance, and cost and capacity optimization
Peter concluded by saying that, “Omnichannel is non-negotiable, as customers want their choice of cloud, and service delivery platform, and BMC has the tools that best enable this transformation.”
Bill Berutti, BMC President, Enterprise Systems, then discussed the following opportunities and BMC’s alignment:
- Cloud, especially multi-cloud
- DevOps, and how legacy tools struggle to keep pace,
- Cognitive, the volume of data is overwhelming, and
- Security, the pace of change is beyond human scale.
Regarding, Cognitive, Chad Haftorson, BMC Director of Product Management, and Donna Hill, Assistant Director, GWU, presented a session on the future of service management. Donna discussed her experiences with implementing BMC Chatbots, powered by IBM Watson. Thanks in part to RightStar, GWU was able to implement Chatbots in just three months and in time for the returning students in August. Donna reported that although this was a trial, the students voted by an overwhelming majority, 88% to make chatbots a permanent service. The bodes well for GWU and helps ensure that the future of service management will indeed include chatbots as a service desk essential.