BMC Leverages Social Media to Eliminate Help Desk Tickets

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    Transforming IT from a Department of ‘No’ to a Business Enabler

    BMC Software wants to eliminate the whole notion of a level-one job ticket when it comes to IT support. BMC today unveiled a series of updates to its IT support software portfolio, including version 2.0 of BMC MyIT, the company’s self-service IT support application that makes use of a social media construct to deliver IT support.

    Jason Frye, senior director of the office of the CTO at BMC Software, says with the latest version of BMC MyIT, it’s now possible for IT organizations to collaboratively address most routine IT support issues without ever generating a help desk support ticket. Not only will that make the internal IT support staff more productive, Frye says most end users will have a much higher level of satisfaction because they will be able to resolve most issues on their own.

    In addition to enhancing BMC MyIT, BMC also released version 2.0 of BMC AppZone, which allows end users to rate applications and share comments about applications in the BMC application store, and unfurled the winter 2014 edition of BMC Remedyforce, which is now integrated with both BMC MyIT and BMC AppZone.

    viz20140218-01Frye says one of the primary benefits of investing in IT support software from BMC is that it provides the ability to self-service end user needs while still giving IT the visibility it needs to identify issues and trends. Instead of having a “Wild West” IT environment, where end users are taking care of their own needs without any assistance from internal IT, Frye says BMC is providing a lightweight framework that takes advantage of social media technologies in a way that fundamentally changes the nature of the dialogue between IT and end users.

    At the moment, internal IT organizations are under a lot of pressure to not only be more efficient, but also provide end users with a customer support experience that reminds them of the value of having an internal IT organization. In an age when the value of the internal IT organization is now questioned on a daily basis, transforming the help desk experience is as much an exercise in internal IT marketing as it is good economics. After all, when it comes to internal IT these days, perception is the new reality.

    Mike Vizard
    Mike Vizard
    Michael Vizard is a seasoned IT journalist, with nearly 30 years of experience writing and editing about enterprise IT issues. He is a contributor to publications including Programmableweb, IT Business Edge, CIOinsight and UBM Tech. He formerly was editorial director for Ziff-Davis Enterprise, where he launched the company’s custom content division, and has also served as editor in chief for CRN and InfoWorld. He also has held editorial positions at PC Week, Computerworld and Digital Review.

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