KTSL News

BMC Remedyforce Service Desk Winter Release GA

The latest version of BMC Remedyforce Service Desk includes new and enhanced functionality:

• Service Request Management
  - Ability to create and manage service requests with simple data entry 
  - Allows administrators to easily set entitlement for service requests 
  - New reports related to service request management help organisations manage their request details, such as services, vendors, and costs
  - New email notification templates for notifying key contacts of service request status
  - New QuickView provides a list of all service requests for the logged-in user
• Knowledge Management  
  -  Allows customers to publish articles to help desk staff and end users
  -  Help desk staff can quickly utilise the knowledge article content as the resolution to their incident record
  - End users and help desk agents can rate articles and provide feedback 
  - New reports show article usage and ratings
• BMC ProactiveNet Performance Management integration
  - Based on the events created in BMC ProactiveNet, customers can create, update  and close incidents in BMC Remedyforce
• BMC BladeLogic Client Automation (BBCA) integration 
  -  Imports Configuration Item data discovered by BBCA into Remedyforce CMDB
  - Creates the relationships (if they exist) with BMC_ComputerSystem as source and the rest of CI types as target
• CMDB Enhancements
  - Ability to search for Configuration Items in the CMDB
  - Ability to open configuration item record from the CI Explore

Regards

Keith Pound
KTSL Limited 

 

 

Implementing IT Service Management in Difficult Times - Breakfast Briefing 9th February

I am pleased to invite all KTSL customers to the latest in the successful series of breakfast briefings on 9th February organised by iCore Limited (www.icore-ltd.com)

This briefing will take the form of a series of presentations from experienced iCore clients who have successfully implemented IT Service Management in their organisations, looking at the approach, the challenges, the successes and the benefits of developing the service management capability and maturity.

This will provide an opportunity for attendees to hear about the experience of two different organisations of differing size and complexity that have successfully been implementing IT Service Management. The briefing will also include an open discussion with the attendees to explore who is considering implementing IT Service Management within their organisation and what challenges do they face.

Proposed Audience: Chief Operating Officers, Chief Technology Officers, Chief Information Officers, Service Directors, Service Delivery Managers, Service Operations, Project Managers, Governance and Risk Teams

Schedule:

08:15 – Arrival for Coffee and Danish
08:30 – Introduction – Steve Ingall, Head of Consultancy, iCore Ltd
08:40 – Show of hands and quick discussion on current ITSM challenges
08:50 – Implementing Service Delivery at GDF Suez – Jerry Bradley, Head of IT Services, GDF Suez

Jerry will outline the approach taken by GDF Suez to move the Service Delivery Team at GDF Suez from virtually zero to now a recognised value add for the business. Jerry will talk about the approach that was taken and the focus on adding value throughout the programme.

Followed by a Q&A session

09:20 – Implementing IT Service Management in a dynamic, high-tech organisation – Jim Hennigan, Practice Director at Xceed (formerly CTO at Eckho plc)

This session will look at how an ‘Agile Approach’ can be taken to implementing IT Service Management within your organisation and how a pragmatic and prioritised plan will help to deliver the benefits, regardless of the size of your operation.

Followed by a Q&A session

09:50 – Closing Steve Ingall, Head of Consultancy, iCore Ltd
10:00 – Networking Session with Coffee and Breakfast Sandwiches
10:30 – Close

About the venue: 60 Lombard Street, once the London headquarters of Lloyds Bank, set right in the heart of the Square Mile.

Directions:
Nearest Underground Station: Bank (Exit 5)
Nearest Mainline Stations: Liverpool St, Cannon St. and London Bridge.

Attendance will be by invitation only and you can receive an invitation by contacting iCore at info@icore-ltd.com or by telephoning 020 7464 8883.

I look forward to meeting you on the 

Regards

Keith Pound
KTSL Limited

The Truth about SaaS Help Desk Integration

Register to attend the webinar.

If you switch to a SaaS-based help desk, how tricky will it be to integrate with your other systems? What’s the truth behind all the myths about SaaS integration?

Join us for a 20-minute webinar with BMC experts Marc Ferrentino and Joe Schwartz, and learn about the best practices for SaaS integration. Find out how you can:

• Are you cloud ready? What does that mean?
• Alleviate the pain with out-of-the-box SaaS integrations
• Get more value from your existing business apps

Discover how SaaS integration can improve your overall IT efficiency. Simply complete the form to reserve your spot.

Event Date: 
Tuesday, March 13, 2012
4:00pm GMT

Register to attend the webinar.

Title: The Truth about SaaS Help Desk Integration

Speakers:
Joe Schwartz, Director, Service Support Solutions, BMC Software
Marc Ferrentino, CTO of SaaS, BMC Software

Regards

Keith Pound
KTSL 

 

Change Management in the Age of SaaS

Register to attend the webinar

How much control do you have to give up in a SaaS-based infrastructure? What can you do to manage change when the traditional roles and responsibilities no longer apply?

Join us for a 20-minute webinar with BMC experts Marc Ferrentino and Joe Schwartz, and get practical advice on managing change in a SaaS environment. Find out how you can:

• Reduce the risk of change with built-in best practices
• Track everything from configuration changes to software deployments
• Adopt new processes that support your SaaS application portfolio

 Explore what change management means in this new world of SaaS. Simply complete the form to reserve your spot.

Event Date:  
Thursday, February 16, 2012
4:00 p.m. GMT

Register to attend the webinar

Title: Change Management in the Age of SaaS

Speakers:
Joe Schwartz, Director, Service Support Solutions, BMC Software
Marc Ferrentino, CTO of SaaS, BMC Software

Regards

Keith Pound
KTSL

BMC Remedyforce Service Desk Wins THINKstrategies' Best of SaaS Showplace (BoSS) Award

Wellesley, Mass. - August 29, 2011 - THINKstrategies, Inc. the leading strategic consulting company focused on the business implications of the on-demand services market, announced today that BMC Remedyforce Service Desk has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today's Software-as-a-Service (SaaS) solutions.

Read more ....

Keith Pound
KTSL Limited 

BMC Remedyforce Exceeds 100 Customers in 300 Days

According to a recent press release, BMC Remedyforce Service Desk is the fastest growing SaaS platform, significantly outpacing competitve solutions.

Read more .....

Keith Pound
KTSL Limited 

Is This Thing On? You've Built a Cloud - Now What?

OK, so you're patting yourself on the back because you've built a cloud environment that's supposed to save money, be more efficient and avoids locking you into any one vendor.

Now its time to run the thing. Any ideas?

Sound familiar?

Join BMC Software and Red Hat discuss Day 2 and beyond in the upcoming webinar from the Building and Optimising Clouds series, "Is this thing on? Achieving operational excellence with your cloud.”

The webinar will cover guidence and best-practices that'll help you to gain the maximum benefits from your cloud, including:

• End-user experience management
• Capacity management
• Performance management

Interested? Register here

Title: Is this thing on? Achieving operational excellence with your cloud
Date: Wednesday, November 16, 2011
Time: 5:00 p.m. GMT
Speakers: Roy Ritthaler from BMC Software and Navin Thadini from Red Hat

Regards

Keith Pound
KTSL Limited 

 

How to reduce your service support costs quickly

If you're like most IT managers in a small or mid-sized company, you feel the pressures to increase services to your client base and roll out the latest innovations in support of their business initiatives. But you're also under pressure to optimise and reduce IT expenditures.

So, how do you balance the need to do more with the economic reality of spending less?

Watch the video
Learn about the cost saving benefits of a cloud-based service desk with the BMC Remedyforce Service Desk video demo.

Learn how a cloud-based help desk can:

• Reduce your IT expenditures
• Help you achieve ROI faster
• Let you focus on strategic initiatives
• Give you the latest innovations without the cost or hassle of upgrades

Do more with less
See how you can spend less time supporting infrastructure while improving business services and locking-in industry best practices and technical updates automatically. Upgrades and maintenance, as well as 24x7 availability and support are also included.

Watch now.

P.S. If you're even remotely considering a new service desk solution in the next year - moving up from a "starter" application or something homegrown - sign up for our free 30-day trial of BMC Remedyforce Service Desk and see how fast and easy it is.

I hope this is of interest. Please let me know if you have any immediate questions.

Best regards,

Keith Pound
KTSL Limited

Build a strong BSM foundation with BMC ADDM

The shift from managing technology to managing business services has the potential to bring huge benefits to any organisation, including improved service levels and minimised risks. The problem is how to get started?

You need to find out what you've got and then try and map out how its all related. BMC Software's Atrium Discovery & Dependancy Mapping solves this problem and the webinar on November 10th will cover this topic in some detail.

Register here

Best regards,

Keith Pound
KTSL Limited

New help desk white paper from salesforce.com

Is your small or medium-size business using an outdated and underpowered help desk tool?

Download the "Six Advantages of a Cloud-Based Help Desk for Small to Midsize Businesses".

This informative paper, written by salesforce.com the leader in cloud computing, outlines six advantages of a cloud-based help desk and includes an overview of the new BMC Remedyforce Service Desk.

Read more about making your IT help desk faster and more efficient with the white paper Benefits of an ITIL Help Desk in the Cloud: A New ITIL Solution for Small-to-Medium Businesses.

A cloud-based help desk is the perfect alternative to old fashion enterprise help desk solutions:

• Low monthly subscription - Requires no expensive hardware or software
• Easy to get up and running - Eliminates lengthy installation and configuration
• Safe and secure - Security safeguards comparable to enterprise solutions
• Built in disaster recovery - Protects data from physical infrastructure damage

Read the white paper to learn more about the advantages of running your IT help desk in the cloud.

Download the white paper.

P.S. If you're even remotely considering a new service desk solution in the next year - moving up from a "starter" application or something homegrown - sign up for our free 30-day trial of BMC Remedyforce Service Desk and see how fast and easy it is.

I hope this is of interest. Please let me know if you have any immediate questions.

Best regards,

Keith Pound
KTSL Limited