BMC Software’s Competitive Thrust Continues
* New BSM solutions deliver unparalleled early warning and problem response capability * Proactive incident and problem management, unified service level management solutions help customers align IT resources with business service metrics
HOUSTON (June 07, 2006) – BMC Software today extended its market leadership in Business Service Management (BSM), delivering new, fully integrated service management solutions that reduce the number, duration, and severity of business disruptions.
New BMC solutions for Proactive Incident and Problem Management merge the strengths of the flagship BMC Remedy Service Desk, BMC Service Impact Manager, BMC Service Level Management, and supporting systems management products to deliver comprehensive intelligent ticketing directly out of the box – another pioneering milestone for IT.
Lockheed Martin, a leading global aerospace and defense systems integrator with about 135,000 employees and annual revenue topping $37 billion, employs the BMC Remedy Service Desk solution on a highly distributed, worldwide scale, including enterprise-wide problem resolution and work control capability. With nearly 1,000 facilities throughout the U.S. and international offices in 56 nations and territories, incident mitigation and elimination is paramount to their IT environment’s bottom line.
“It is essential that a proactive service desk provide precise, finite information to the knowledge worker in the right context, and at the right time,” said Joseph Cleveland, the company’s chief information officer. “Lockheed Martin adheres to a clear and methodical Business Service Management approach that enables us to provide metrics, task priority, geographic identification, and integrated cost information for our company.”
Tom Bishop, BMC’s chief technology officer, said, “The customer can now quickly pinpoint the source of complex system problems before they have wider impact on the business. Equally important, the customer now has the ability to create, monitor, and enforce the service commitments that IT makes to the business. These two major process-oriented service management solutions, and the supporting systems management tools, add significantly to a customer’s ability to implement and execute BSM fundamentals.”
The goal of any incident and problem management program is to mitigate risk, and eliminate or diminish the quantity and severity of incidents. To meet this need, BMC will deliver BMC Service Impact Manager (SIM) 7.0, which can automatically populate a ticket with owner, location, even Service Level Agreement data, providing the critical information that enables rapid, informed decisions. Through a broader range of integrations with more of the IT infrastructure and additional ITIL problem management automation, BMC solutions for proactive incident and problem management more efficiently prioritize, resolve, and prevent incidents based on business priorities or potential impact.
BMC’s proactive incident and problem management solutions also provide unique, ITIL-rich problem management workflow right out of the box, including new capabilities to seamlessly capture and track relationships from the initiation of the incident to problem correlation, through knowledge entry creation and change request verification, and finally, to permanent fix and resolution. The workflow improvements help customers avoid future incidents while improving their resource alignment and best practices.
Building upon root cause information provided by SIM, BMC’s newly acquired Identify problem resolution technology dramatically accelerates problem resolution processes across the application lifecycle by pinpointing the source, then feeding that data to SIM and the service desk.
Another important element of aligning business and IT is the new unified BMC Service Level Management solution. Addressing the adage that “you can’t manage what you don’t measure,” BMC Service Level Management helps customers identify what’s important to the business, deliver against those priorities in a unified way, and measure their results. Several other new and improved BMC systems management tools are now available, including solutions like BMC Performance Manager (formerly BMC PATROL), BMC CONTROL-M, BMC Batch Impact Manager, and BMC Recovery Manager. All are key components of BMC Service Level Management. Also noteworthy is the fact that BMC Performance Manager is now available in both agent-based and agent-less versions, further redefining the way businesses monitor and manage performance.
Source: BMC Software