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BMC Software recently asked some of the industry’s most recognized SaaS experts (from the corporate, private, and public sectors) to contribute to an entire book on SaaS. The result? A compilation of insightful articles that provide practical guidance to help you successfully achieve the benefits of SaaS. Contributors include experts from BMC, IDC, Harris Corporation, THINKstrategies, Enterprise Management Consultants, and more. Read More »
Focus on: ITIL Service Strategy

This booklet provides insights into understanding and making strategic choices that allow IT organizations to outperform competing alternatives. It highlights key elements of the IT Infrastructure Library® (ITIL®) Service Strategy book, and includes commentary on important concepts from BMC ITIL experts. This publication has been revised to bring the content up-to-date with ITIL 2011.

On Demand Webinar – Help Desk Metrics That Matter

The world of IT service management is changing faster than ever. From SaaS-based service delivery to new social media channels, how do you know if your latest initiatives are truly measuring up? Join us for a quick, 20-minute look into measuring the effectiveness of your IT help desk services — and find out how to adjust your metrics to reflect the (r)evolution of IT service delivery.

IT Help Desk Evaluation Guide

This must have guide to getting the most out of an IT Help Desk includes lessons on how to use ITIL best practices , Chatter social media, and service request management to increase your IT staff productivity.  Each lesson has a corresponding video that demonstrates the feature and includes a “Metrics That Matter” section that outlines specific KPI targets that you should aim for when measuring success.

The Truth About ITIL and SaaS

As the SaaS model increases in popularity, several misconceptions have arisen regarding ITIL and SaaS. This article dispels some of these rumors.

Redesigning the IT Help Desk in the Cloud

Help Desk software as a service is attractive to many IT departments.  It offers the same benefits of traditional IT help desk solutions, in addition to reducing capital expenses, accelerating implementation, and providing easier upgrades.  This paper explores considerations for implementing IT service management in-house or as a service.

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 distributed, mainframe, virtual and cloud 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, 2011, BMC revenue was approximately $2.1 billion. Visit www.bmc.com for more information.