Copyright 11/1/2010 BMC Software, Inc 1

The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY PERFORMANCE & AVAILABILITY CHANGE Copyright 11/1/2010 BMC Software, Inc 4

IT with Business Service CAPACITY INCIDENT SERVICE REQUEST DATA SERVICE LEVEL RELEASE EVENT AND IMPACT BSM GOVERNANCE AND COMPLIANCE ASSET CONFIGURATION AUTOMATION DASHBOARDS ENTERPRISE SCHEDULING PERFORMANCE & AVAILABILITY CHANGE Copyright 11/1/2010 BMC Software, Inc 5

A Unified Platform for Managing IT BSM: A Unified Platform for Managing IT Simplify and automate service management - Request, change & support business services - Consistently deploy services across applications, servers, networks, and clients - Discover, model, and prioritize services to improve decisions - Federate and orchestrate data and workflow to improve efficiency - Proactively identify and resolve IT issues Unify service management with IT planning and governance - Manage your IT supply, demand, and budget - Ensure compliance with policies and regulations Copyright 11/1/2010 BMC Software, Inc 6

BSM is a unified platform for running IT Service Request Incident Knowledge Problem Demand & Resource Identity Supplier Asset Change & Release Application Automation Financial Planning & Budgeting Service Catalog Service Level Server Automation Service Cost IT Controls & Policy Capacity Dashboards & Analytics Event & Impact CMDB / CMS Mainframe Automation Discovery & Dependency Network Automation Client Automation Enterprise Scheduling & Workload Automation Storage Data Performance & Availability Middleware Application Problem Resolution Copyright 11/1/2010 BMC Software, Inc 7

Business runs on IT. IT runs on BMC Software. 100% focused on BSM - No competing strategies Strength - Founded in 1980-10th largest independent software company - 16,000 customers in 124 countries - Fiscal 2009 revenues of $1.87B - Solid balance sheet Innovation, vision, and execution - Pioneered concept of BSM - 94 software technology patents - Continued growth through internal innovation and acquisition - Support for cloud computing, virtual, distributed, and mainframe environments - Proven experience Copyright 11/1/2010 BMC Software, Inc 8

Value driver for IT Service Optimize IT Costs 30% increase in staff efficiency Reduce support costs by 25% Demonstrate Transparency 95%+ visibility to IT spend and activity Increase Business Value 50% faster delivery of IT services Manage Risk Time for audit tasks reduced from months to minutes Reduce the cost of compliance by 30% Assure Quality of Service Reduce downtime by 75% 70% faster MTTR Copyright 11/1/2010 BMC Software, Inc 9

What do I have? Copyright 11/1/2010 BMC Software, Inc 10

What do I have? Discovery & Dependency Mapping Discovery & Dependency Copyright 11/1/2010 BMC Software, Inc 11

What do I have? Discovery & Dependency Mapping Asset Inventory Discovery Application Dependency Mapping Business Process Discovery Power, Heat, and Software End of Support Data Discovery Mainframe Discovery BMC Atrium Discovery & Dependency Mapping (ADDM) Copyright 11/1/2010 BMC Software, Inc 12

What do I have? Services, Processes, Apps and IT infrastructure Business Service Business Process ERP Applications ERP System ERP App Servers Copyright 11/1/2010 BMC Software, Inc 13

What do I have? CMDB Single Source of Truth Copyright 11/1/2010 BMC Software, Inc 14

What do I have? Discover a dynamic environment 3 Atrium Orchestrator checks with Remedy Change for valid change request 7 IT can now clearly understand how the VM and cluster map to the business service 4 This is an unplanned change- Atrium Orchestrator opens a pre-approved change request to accelerate the action through the change process 2 VMotion alerts Atrium Orchestrator of change 5 Atrium Orchestrator alerts Discovery to the relationship change and triggers an on-demand scan updating the CMDB 1 An automated DRS VMotion moves the running VM System from one cluster to another Discovery 6 Near real-time reconciliation is completed and the service model in the CMDB is dynamically updated to reflect the new VM - Cluster relationship VMotion Atrium Orchestrator Change Copyright 11/1/2010 BMC Software, Inc BMC VMWARE NDA ONLY 15

Intelligent Incident Copyright 11/1/2010 BMC Software, Inc 16

Intelligent Incident CMDB / CMS Performance & Availability Copyright 11/1/2010 BMC Software, Inc 17

Intelligent Incident Eliminate Reliance on Reactive Thresholds Self-Learning Analytics? $ Upper Baseline Normal Behavior Lower Baseline Copyright 11/1/2010 BMC Software, Inc 18

Intelligent Incident Event / Impact CMDB / CMS Discovery & Dependency Event & Impact Performance & Availability Copyright 11/1/2010 BMC Software, Inc 19

Intelligent Incident Impact Model Copyright 11/1/2010 BMC Software, Inc 20

Intelligent Incident Service Level Service Level CMDB / CMS Discovery & Dependency Event & Impact Performance & Availability Copyright 11/1/2010 BMC Software, Inc 21

Intelligent Incident Remedy Service Desk Incident Problem Service Level CMDB / CMS Discovery & Dependency Event & Impact Performance & Availability Copyright 11/1/2010 BMC Software, Inc 23

Intelligent Incident Incident Copyright 11/1/2010 BMC Software, Inc 24

BSM in Action Cloud Lifecycle Rapid provisioning of services From months or weeks to hours or minutes Simplified and standardized interface for common requests Automated configuration Repeatable, auditable process Service Request Change & Release CMDB / CMS Application Automation Server Automation Network Automation Copyright 11/1/2010 BMC Software, Inc 26

BSM in Action BMC Service Request Service Request CMDB / CMS Copyright 11/1/2010 BMC Software, Inc 27

BSM in Action BMC Remedy Change Service Request Change & Release CMDB / CMS Copyright 11/1/2010 BMC Software, Inc 29

BSM in Action Change Implementation Automation flow controlled by Change Copyright 11/1/2010 BMC Software, Inc 31

Proven customer value 36% reduction in support costs 74% first call resolution rate $32M in IT efficiency savings 75% first fix rate 40,000 weekly changes 5-year compliance savings of $41M ITIL and ISO9000 compliance Avoiding $24M data center expansion Reduced incidents by 20% & change approval from weeks to days Reduced MTTR by 30% & outages due to changes by 30% Full function CMDB is single source of truth 400% increase in admin productivity Business service events decreased 40% 74% reduction in downtime Forecasts resource needs to avoid going over budget Single point of control for 8,000 daily jobs Handle same workload as competitors with 3x to 4x MIPS Comprehensive adoption: Copyright 11/1/2010 BMC Software, Inc 34