As your business embraces user self-service, so must your IT department embrace the service catalog. Service catalogs have become the heart of IT management as IT organizations seek to reduce call volume and improve user satisfaction. When embraced by IT and the business, a service catalog provides your customers a comprehensive view of your IT and business service offerings and enables the user to more seamlessly interact with IT and other aspects of the business. BMC Software and Pink Elephant review how adopting ITIL best practices for service catalog management and request fulfillment can help your IT organization

1. BMC IT Service Management
one size does not fit all
Erin Avery, Sr. Product Marketing Manager

2. First – a little about BMC.
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3. The market leader in ITSM solutions
25,000+ customers across 132 countries
Development centers around the world
8th largest publicly-traded ISV
$2.1 billion annual revenue
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4. Our view of IT Service Management.
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5. Different Organizations – different needs
Optimize ITSM ITSM/BSM
Help Desk Process Focus
Capabilities Standardization
Viewpoint Viewpoint Viewpoint
Straightforward needs Standardize processes IT transformation
Cost is key concern Maximize efficiency Prove Business value
Requirements Requirements Requirements
Low cost of entry OOTB ITIL processes Service oriented
Ease of use CMDB capability Manage service cost
Fast time to value Deployment flexibility Cloud Service
Management
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6. Users are Tech-Savvy… Right?
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7. What users expect…
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8. Service Catalog & Request Fulfillment Business Context
Easy to Configuration
Visual and Intuitive
Keyword Search
Role Based Presentation of
Services
Service Descriptions, Categories
& Sub-Categories
Service Costing
Automated Approval Routing
Integrated Request Fulfillment
and Auto-Deployment
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10. Software/ Application Request
Software Deployed Approval Requested
No Burden
on IT Staff
Compliance Route for
Reporting Approval
& Alerting
Seamless
Customer
Experience
Software Licensing
Management Ticket Generated
Flexible Architecture Requires No Programming
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11. BMC FootPrints
Integrated IT Service & Asset
Management Platform
Certified for 10 ITIL Processes
Drag-and-drop Configuration
Service Catalog
Business Intelligence
Software License Management
Cradle to Grave Automated
Asset Management
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12. Learn more at www.bmc.com
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