1 BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER
2 Table of Contents Introduction »» BMC Remedy Service Desk Overview 3»» BMC Service Desk Express / ITSME - Overview 4»» ITIL Alignment 5»» Analyst Views 6
3 Introduction Why does BMC Software have two service desk solutions? There are many reasons, and some of these are outlined in this document. What are the two solutions? 1. BMC Remedy Service Desk is a core component of BMC s Business Service Management solution strategy. Remedy and BSM are targeted at the global 2000 large enterprise market. Remedy customers demand extensive customization capabilities, as well as multiple platform support, multilingual support and a CMDB with federation and reconciliation functionality. 2. BMC Service Desk Express (SDE) is a core component of BMC s IT Systems Management Express solution strategy. Service Desk Express and the ITSME strategy are targeted at midsize organizations or departments of larger companies. SDE customers want a service desk solution that is easy to install, easy to maintain, easy to use and provides a low total cost of ownership. Together, Remedy and Service Desk Express make BMC the worldwide market leader in Problem Management. Without both service desk products, HP would be the market leader. It is important to understand customer needs before promoting one solution over the other. This document is intended to help you determine which solution is best for the customer. Although they both provide features like incident management, change management, and problem management, there are many differences between Remedy Service Desk and Service Desk Express. Here are some of the key data points to consider when choosing between these two industry leading solutions. ** Please note that all of these items are simply guidelines and are not strict rules.»» For example, typically customers whose budget is less than $75,000(55K Euro) are better candidates for SDE, however some customers have spent much more on an SDE purchase. Generally customers who need an implementation within a few weeks or less will be better suited with SDE.»» If a customer is very ITIL focused and needs extensive customization capabilities, Remedy may meet their needs better. If they need a multilingual or localized system, Remedy is generally the better choice. 1
4 Service Desk Express / ITSM Express BMC Remedy ITSM / BSM Budget Implementation Market IT Staff Admin ITIL L10N Platform Customization CMDB Integration SLA Asset Categorization Permissions Incident state Commercial Generally, customer has smaller budget (less than $75K) and shorter sales cycle. Implementation time usually needs to be within weeks and around $25K. Targeted at midmarket and departments of large organizations Tend to be midsize companies with smaller IT staff, or a department within an enterprise that needs a quick ROI and low TCO solution. Staff usually wears multiple hats. Best suited for organizations with part-time administrator and little or no development staff or need for customization and integration Features ITIL v3 compatible in 7 processes (Pink Verify) see below for more details. UI only available in English. Localization toolkit available for select L1 partners. SDE only installs on a Windows OS. Supports SQL Server and Oracle Databases. SDE Staff must use MS Internet Explorer. SDE end users can use IE, Firefox, Safari. Best fit for customers that require a strong ootb feature set and do not want much customization. SDE is easy to configure with little technical knowledge or training, using ootb wizards. Best suited for organizations that are satisfied with a basic CMDB with ability to build a service catalog making the connection between assets and business services. Best fit for the organizations interested in a few ootb integrations with configuration management (inventory discovery), Event/Performance Management (Network and Infrastructure Monitoring), password Management, and remote support. The SDE integration engine can be used to easily create additional integrations. Includes basic time-based performance SLA tracking to help meet service levels Provides asset inventory and tracking to identify record, control, modify, and, remove IT assets. Also supports software license monitoring and reporting. Has basic Incident categorization functionality to meet the organization needs Group based permissions Form and text based view of Incident state and status. Generally, customer has a larger budget (over $75K) and longer sales cycle. Longer implementation time of months and $150K is typical and acceptable The target market is large Enterprise Market global 2000 Target customers tend to be large enterprise companies with larger global IT staff with customization skills Best suited for organization that has full-time administrator(s) and development staff for customization and integration. ITIL v3 Compatible in 11 processes (PinkVerify) Remedy is the only ITIL certified product in the market. Product UI localized in English, Japanese, French, German, Spanish, Italian, Russian, Korean, and Simplified Chinese. Installs on Windows and Unix OS. Supports Oracle, Sybase or Informix, DB2. Supports multiple browser types Best for customers who want strong ootb features as well as extensive customization capabilities to build the solution based on their organizational needs Best for organizations that need advanced Atrium CMDB capabilities such as federated databases, reconciliation, and automated relationship mapping. Best for the organizations that want extensive ootb integrations with BSM solutions including Service Impact Management, Topology Discovery, and Capacity Management Provides a robust time-based, availability, threshold- and event-monitoring Service Level Management, including the ability to assess the cost of service, Follow the sun type examples Provides extensive Asset and Financial Management that supports the full asset lifecycle process and provides detailed asset information in support of other Service Management processes Has a detailed Incident categorization capabilities, such as product and operational, that gives flexibility to accurately classify the incident and helps in producing a detailed reports Role based permissions. Can identify users as VIP and assists in aligning SLO and SLA's accordingly. Has a GUI based indication of the particular stage of Incident, e.g. Incident Detection and Recording, Classification and initial support, Investigation and Diagnosis, Resolution and Recovery, Incident closure 2
5 BMC Remedy Service Desk Overview Business Challenge Your service desk is essential to keeping your business running smoothly and maintaining a competitive edge. Yet, in view of today s highly complex and changing IT infrastructures, you must not only effectively streamline your incident and problem management processes, but you must also reduce costs and expedite service while maintaining quality service levels. Business Need»» Eliminate redundant incidents, encourage user self-service to reduce volume of service desk cases»» Reduce resolution times and service outages, avoid missing service level agreements (SLAs)»» Merge geographically or organizationally separate help desks into a single point of control»» Identify business services affected by incidents and problems to prioritize resources accordingly»» Transition from a fire-fighting mode to a proactive, service-oriented mode Our Solution BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number of incidents handled, improve resolution times and prevent future incidents from occurring, while improving IT staff efficiency. Part of an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best practices and paves the way for Business Service Management (BSM) attainment. Key Features & Benefits»» Single ITSM suite supports all ITIL service support needs (architecture to integration, implementation to support.»» Hundreds of successful implementations ensure proven, successful, best practices approach.»» Service Desk Consolidation capabilities. Scalable solution supports multi-tenancy and multi-lingual implementations.»» Single, central, shared data model. Unified service view across all functions and processes (through the BMC Atrium CMDB), unified architecture (BMC Remedy AR System) eliminates point-to-point integrations to maintain.»» Full automation and seamless integration. BMC reduces calls to the service desk through full automation of service requests and integration to the same workflow engines that make the BMC Remedy Service Desk a market leader»» BMC Atrium CMDB provides analysts with holistic views of the IT infrastructure supporting critical business services»» Best practice Incident Management processes manages entire incident resolution process driving faster MTTR»» Best practice Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment»» Integrated Knowledge Base: Access to common solutions, known errors, workarounds, for incident resolution»» Self-Service lets users search FAQs, known solutions, and workarounds to common issues to encourage user selfsufficiency and reduce call volumes»» Ability to prioritize incidents according to business impact, allowing IT staff to focus efforts where it matters most»» BMC Atrium CMDB as the physical asset repository: eliminates separate investments (and integrations)»» Natively Built for Purpose - IT asset management with a full suite of service support applications»» Flexible architecture to quickly extend and adapt out-of-the-box workflows and data model without programming»» Provides visibility, transparency, and control across your IT organization. Tie together the process, implementation, and verification components of deploying IT changes through cross-silo integration based on a factory-architected, ITIL-based CMDB»» Acknowledged industry leader in ITSM, process automation and in CMDB implementations»» Fast-tracks ITIL initiatives. Accelerates implementations up to 50% (visual, process guide to implement and perform ITIL service support best practices 3
6 BMC Service Desk Express / ITSME - Overview Business Challenge It is important that IT solutions add value by activating business and impacting the bottom line. Selecting the right service desk or help desk for managing operations can help accomplish this goal. Midsized businesses need to move from homegrown and legacy help desk tracking software to more fully integrated service desk solutions that support ITIL best practice methodologies. The right ITIL service desk software can deliver improved financial performance, increased manageability, and organizational alignment. Business Need»» Align people, processes and technology to improve operational efficiency and become more proactive»» Improve accountability and visibility of IT service and support»» Automate the help desk process utilizing browser-based ITIL service desk software»» Reduce costs and incident call volume by implementing service management software»» Decrease help desk response and resolution times and improve customer satisfaction Our Solution BMC ITSM Express is a modular solution that integrates industry-leading products to meet the demands of service, performance, and compliance through IT Infrastructure Library (ITIL) best practices. This unique offering gives you the flexibility to buy what you need and when you need it. It offers out-of-the-box integration between BMC Service Desk Express Suite and other BMC ITSM Express products to deliver proactive service management through the resulting synergy. Key Features & Benefits»» Connects requests to people, places, and assets efficiently through browsers and using a fully integrated help desk system»» ITIL service desk software automates service and request processes and supports core ITIL best practices»» Adapts easily to changes in your business with point-and-click customization and can be used wherever service or request management is required»» Saves you time and money on implementation and administration, reduces your overall cost of support, and is easy and quick to implement»» Provides 24x7 access to technicians and end users through a flexible browser-based help desk solution»» Reduces call volumes and increases satisfaction with Self-Service Help Desk included at no extra charge»» Keeps you informed about your service management business with reports on service response times and average response rates»» Move from reactive to proactive service management by having an integrated solution»» Gain control of IT assets and infrastructure to reduce costs while improving service quality»» Manage IT changes more effectively to minimize business disruptions 4
7 »» Native integrations to configuration management, password management, remote support and performance management tools automate manual tasks to improve productivity ITIL Alignment BMC and ITIL BMC Software provides software and services to help your organization put ITIL into practice. Both SDE and Remedy ITSM have PinkVerify validation for ITILv2 and v3. BMC was the first vendor worldwide to be given ITILV2 accreditation and ITILv3 accreditation. The detail below shows the PinkVerify table for SDE and Remedy ITSM. SDE is compatible with 7 ITIL processes and Remedy ITSM is compatible with 11 processes. Customers who require advanced ITIL compatibility such as Event Management and Availability Management will more likely prefer Remedy. 5
8 Both solutions utilize the Service Management Process model or Align Ability Process model to aid implementation, training and ongoing use of the solutions. When the Align Ability Process Model is applied to SDE, it also attains ITIL Release Management compatibility, based on the self assessment. Analyst Views SDE has limited analyst coverage, as most analysts focus on the large enterprise market, which will purchase these reports and pay for consulting with them. Gartner now only covers enterprise products, for example. They used to report on SDE and smaller competitors before SDE was acquired by BMC. Remedy is covered by several analysts such as Gartner, IDC, Forrester and Yphise. Below are some details from recent analyst reports. The Forrester Wave: Service Desk Management Tools, Q Forrester reports on large enterprise and small enterprise markets. They show Remedy as a leader in both categories. Excerpts: In Forrester s 96-criteria evaluation of service desk management tools vendors, we found that BMC Software s Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because of the depth and breadth of their offerings that integrate the service desk into a complete IT service management framework Large enterprises are less likely to be happy with the other products in our evaluation BMC s Service Desk Express Suite, FrontRange s HEAT, and Numara s Track-It! However, midsized enterprises those with fewer users being supported, less complex requirements, or more limited needs will find a market with numerous choices and less clear differentiation. With the combination of BMC Remedy IT Service Management and BMC Service Desk Express Suite, BMC has assembled a suite of tools that can fit an organization of virtually any size. At the upper end, the market-leading Remedy product line has been integrated into the company s Atrium suite, with the underlying CMDB shared among all components of the Atrium line developed in Remedy s Action Request (AR) language.... BMC Service Desk Express Suite, the former Magic Help Desk product line, is targeted for organizations with 2,500 or fewer employees By their sheer breadth of available functionality and capabilities, BMC, CA, HP, and IBM score at the top of the pack. However, a decision to implement one of these products within a smaller organization may lead to higher implementation and management costs for an implementation that will only take advantage of a fraction of the product s capabilities. 6
9 Gartner Magic Quadrant for IT Service Desk (Nov2008) BMC Remedy is positioned as a visionary leader. Yphise Ranks BMC Number 1 for Software Asset Management Independent Researcher Yphise Ranks BMC Asset Management as the Best Software Asset Management Solution Yphise certifies BMC Asset Management as the best-ranked software solution for the Software Asset Management business case. 7
10 An excerpt from the Yphise report: BMC Remedy Asset Management has the best coverage of our list of requirements. The solution uses BMC Atrium Configuration Management System as a single and unified repository that manages both software assets and configuration items (CIs). This provides a quick understanding of the relationships between software assets and business services. We appreciate the seamless integration into BMC Remedy Change Management and BMC Service Automation solutions. This helps automate and control the various processes that involve software assets, such as service provisioning or legal compliance enforcement.. Yphase Ranked BMC Atrium Number One for CMS Independent Researcher Yphise ranks BMC Atrium CMDB as the best among the competition Yphise certifies BMC Atrium CMDB as the best-ranked software solution for the CMS business case. Here s an excerpt from the Yphise report: An excerpt from the Yphise report: BMC Atrium CMDB (BMC) provides best coverage of our list of requirements. It stands out in each of the four dimensions. The solution also ranked first in our 2007 CMDB software assessment. This highlights its maturity and suitability for investing in this business case. The vendor also provides two solutions, BMC Analytics for BSM and BMC Dashboards for BSM, to facilitate information display at the executive level. Business runs on IT. IT runs on BMC Software. Business thrives when IT runs smarter, faster, and stronger. That s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk, and drive business profit. For the four fiscal quarters ended June 30, 2009, BMC revenue was approximately $1.88 billion. Visit www. bmc.com for more information. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. UNIX is the registered trademark of The Open Group in the US and other countries. Tivoli and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners BMC Software, Inc. All rights reserved. *105864*
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
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