Published on April 13th, 20120
‘One size fit all’ service desk software mentality must change says BMC
Heightened expectations around IT delivery mean that the ‘one size fits all’ approach to helpdesk software is hopelessly antiquated.
Chris Rixon, principal solutions manager for BMC told ServiceDesk360 that the traditional approach of selecting service desk technology based upon company size no longer works. “Choosing a service desk product is about stating points of maturity. We encounter large businesses that have immature ITSM processes and smaller organisations that have very complex needs. The consumer service interactions people have today are amazingly complicated, and this has led to increased expectations around business technology. For the service desk to keep itself relevant, it must have the capacity to react to and support new technologies and this means finding a flexible support platform.”
To reflect the changing needs of the market, Rixon says that BMC has dispensed with the idea that a single approach is an definitive fit for one organisation. “Some businesses are still focused on helpdesk processes, and with Track-It and RemedyForce we have the ideal solutions for them to improve maturity, either on-premise or via SaaS. For those businesses that have a broader view of ITSM, we have FootPrints or again RemedyForce for SaaS. Large organisations that demand deep integration of processes and flexibility will find that Remedy is an amazing fit. But again, these definitions are not absolute, you must fit the right product proposition to the right situation.”
The Service Desk & IT Support Show (SDITS) allows BMC to explain its product set since the acquisition of Numara earlier this year. Andrew Smith, senior manager – solutions marketing management, is one of the key figures who joined BMC following the buyout, and he says his Numara colleagues have enjoyed a ‘perfect’ welcome. “It’s gone incredibly well, moving to such a large company could be daunting, but we haven’t been overwhelmed. At SDITS, you will see the products already under one name with our people all interlocking. Numara customers have already told us they are pleased (by the acquisition) because it allows us to continue the excellent work we have carried out so far,” concludes Smith.