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  • BMC Positioned as a Leader for the Fifth Consecutive Year in the Gartner Magic Quadrant for IT Service Management Tools
    All day
    2018.08.21

    HOUSTON – August 21, 2018 – BMC, a global leader in IT solutions for the digital enterprise, today announced that Gartner Inc. has positioned BMC as a Leader for the fifth consecutive year in the August 16, 2018 Magic Quadrant for IT Service Management Tools.[1] BMC is positioned as having the furthest completeness of vision in the Leaders quadrant.

    A complimentary copy of the full Gartner 2018 Magic Quadrant for IT Service Management Tools report can be accessed at www.bmc.com/magicquadrant

    “For the fifth year in a row, BMC has been recognized by Gartner in the Leaders quadrant for our completeness of vision and ability to execute for IT Service Management Tools,” said Nayaki Nayyar, President, Digital Service Management at BMC. “We are continuing to deliver on our promise to help customers support the digital enterprise with mature and innovative capabilities. We believe our newly launched BMC Helix solutions offering extends our already industry-leading Service Management capabilities with unique cognitive intelligence and a flexible container architecture. This allows our customers to run on their choice of cloud.  With BMC Helix, enterprises can address the challenges they face managing and delivering IT and non-IT services across multi-cloud, multi-device, and omni-channel user experience – all delivered with the ease of a cloud service.  We look forward to continuing to provide innovative ITSM solutions that evolve rapidly to power today’s digital businesses.”

    To learn more about BMC’s solutions for IT Service Management, including its new BMC Helix Cognitive Service Management (CSM) offering, visit http://www.bmc.com/it-solutions/it-service-management.html.

    [1]Gartner, “Magic Quadrant for IT Service Management Tools,” by Kenneth Gonzalez, Rich Doheny, Chris Matchett, August 16, 2018. The report was formerly titled Magic Quadrant for IT Service Support Management Tools.

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  • 5 years in a row – ServiceNow named a Gartner IT Service Management Magic Quadrant Leader!
    All day
    2018.08.22

    We are humbled that ServiceNow has again been positioned by Gartner and our customers as a leader in the Gartner Magic Quadrant for IT Service Management, for the fifth year in a row. We believe this long-held position validates the investments we’ve made to help customers transform how employees experience the world of work every day.

    After five years as a leader, you might think that the shine has started to wear off.  But the truth, is that we’ve never been more excited about this market and what our customers are doing with our platform than we are right now.  Why?

    The next revolution of this market is not about service – it’s about experiences.

    Employees have come to expect mediocre experiences at work.  Their expectations have been lowered year after year despite IT’s investment in new approaches and technologies.   ServiceNow is setting a new standard in workplace experiences in 2018, starting with ITSM.

    This is not just about elegant software that’s easy to use, but the end-to-end experience each person has interacting with the ServiceNow platform and solutions.  We are making that experience richer, simpler and more intuitive than ever by integrating machine learning into everyday processes, so businesses can automate intelligently.  We are unchaining people from their desks, so they can be connected to work from anywhere and through any device. And we are infusing product designs that bring greater ease of use for everyone from admins to execs. For example, ServiceNow’s Agent Workspace will provide agents an omni-channel, multi-tab screen layout so agents can process multiple records at the same time with full background on the incident and with plenty of contextual help pulled together into the same view.  This is a better experience because agents process records faster without having to constantly switch in and out of context. This means that employees get to resolution faster and that has a direct bearing on customer satisfaction.  Another example is ServiceNow Virtual Agent – a conversational bot that simulates human conversations and will be available to employees 24×7. Employees can now get support around the clock and agents can focus on strategic priorities and let the bot respond to routine questions from employees. The bot is smart enough to seamlessly hand off to a human agent when needed.

    ServiceNow’s leadership in the Gartner Magic Quadrant is also in part due to our ability to meet customers wherever they may be in their maturity journey.  From small businesses that want a simple helpdesk solution to the 40% of the Global 2000 that want the full ServiceNow portfolio, we are working round the world to meet customers where they are.  We are actively investing across many areas to give businesses the best-in-class IT solution ServiceNow is recognized for. We are bringing easily-configurable graphical workflows that make deployments a breeze. We are infusing intelligence into everyday processes to move work faster. We are building integrations with hundreds of applications including Slack, Microsoft Teams, Facebook etc., so people can stay connected to their work through any channel.  Customers will soon be able to leverage ServiceNow Change Management for DevOps. It is not only the large enterprises with advanced maturity that are able to drive real returns, but smaller businesses moving away from manual or homegrown solutions for the first time.  Organizations on an average saw automation savings of $3 million and reduced 45,000 hours of waste annually from their incident and request process.

    Helping customers be successful will always be at the center of everything we do. ServiceNow is not in the business of simply selling solutions to customers. We are in the business of enabling digital transformation and growth by being a strategic partner with our customers.  We believe our placement on the Gartner Magic Quadrant is a reflection of our customer centricity. Thanks to all our customers for continuing to repose their faith in us.

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  • BMC Receives Highest Scores in Advanced Digital Workplace ITSM and Advanced-Maturity I&O Use Cases in the Gartner Critical Capabilities for IT Service Management Tools
    All day
    2018.08.30

    Highest product scores received for Remedy Service Management Suite v.9.1.04 in in 4 of 5 use cases

    HOUSTON – August 30, 2018 – BMC, a global leader in IT solutions for the digital enterprise, today announced that BMC has received the highest scores in four out of five use cases, including both the Advanced Digital Workplace ITSM and Advanced-Maturity I&O uses cases, in Gartner Inc.’s August 22, 2018, Critical Capabilities for IT Service Management Tools.[1]

    A complimentary copy of the full Gartner 2018 Critical Capabilities for IT Service Management Tools report can be accessed at www.bmc.com/criticalcapabilities. In addition, Gartner released its 2018 Magic Quadrant for IT Service Management Tools[2], where BMC is positioned as a Leader for the fifth consecutive year and positioned furthest on the completeness of vision axis in the Leaders quadrant.

    “We believe that our position in these Gartner reports demonstrates that BMC is delivering innovative capabilities that enable the digital enterprise,” said Nayaki Nayyar, President, Digital Service Management at BMC. “Our new BMC Helix solutions extend our industry-leading Service Management capabilities with unique cognitive intelligence and a flexible container architecture, which customers can run on their cloud of choice. We will continue to provide innovative ITSM solutions that help customers address their IT transformations.”

    The Advanced Digital Workplace ITSM use case “focuses on IT self-service and IT Knowledge Management for advanced-maturity I&O organizations, scoring products’ collaboration features and portals’ appeal to business consumers.” The Advanced-Maturity I&O use case “focuses on mature ITSM capability as well integration with broader ITOM data sources for IT organizations with an ITSIO Maturity Level 3 or higher.”

    Cognitive Service Management for the Enterprise

    BMC believes that its position in both Gartner reports highlights the company’s continued focus on providing innovative ITSM solutions that evolve rapidly to power today’s digital businesses.

    With BMC’s newly introduced BMC Helix Cognitive Service Management (CSM) offering, the company integrates cognitive technologies like artificial intelligence and machine learning into traditional IT service management, transforming every layer of service delivery for end users, agents, and developers.

    At the core of the BMC Helix Cognitive Service Management offering are three key attributes:

    • Cloud to Multi-Cloud: Delivers everything as-a-service (Remedy-as-a-Service, Discovery-as-a-Service, and Business Workflows-as-a-Service)
    • Containers: Runs on customer’s choice of multi-cloud, including AWS, Azure, and BMC Cloud.
    • Cognitive: Helps enterprises transform from ITSM to Cognitive Service Management with artificial intelligence, machine learning, bots, and virtual agents.

    To learn more about BMC’s solutions for IT Service Management, including its new BMC Helix Cognitive Service Management (CSM) offering, visit http://www.bmc.com/it-solutions/it-service-management.html.

    [1]Gartner, “Critical Capabilities for IT Service Management Tools,” by Rich Doheny, Chris Matchett, Kenneth Gonzalez, August 22, 2018.

    [2]Gartner, “Magic Quadrant for IT Service Management Tools,” by Kenneth Gonzalez, Rich Doheny, Chris Matchett, August 16, 2018. The report was formerly titled Magic Quadrant for IT Service Support Management Tools.

    Gartner Disclaimer

    Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

     

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