Have you ever found yourself in a chat-based support conversation, only to be transferred to a new...
Author - Jon Stevens-Hall
BMC Helix Service Management 23.3.02 adds automation, AI for...
As the enterprise technology landscape becomes ever more diverse and expansive, pressure on IT...
How BMC Helix for ServiceOps Advances Agile DevOps for...
Legacy technology has often been seen as an inevitable barrier to DevOps, but in most enterprises...
New BMC Helix Dashboard Brings DORA Metrics to Support DevOps
In the most recent release of BMC Helix Dashboards, BMC introduced a new DevOps-focused dashboard...
Swarming vs Tiered Support Models Explained
What is Swarming Support? It’s a reaction to the perceived shortcomings of a ubiquitous ITSM...
The Importance of Knowledge Management in the Digital Enterprise
Why is Knowledge Management so important to BMC and to our customers, and why has BMC Remedy...
Knowledge Centered Support: The Framework For Service Desk...
The Digital Revolution is creating huge opportunities for innovation and productivity in the...
IT Asset Management Strategies in the Digital Enterprise
IT assets are rapidly evolving, and so must our practices. It is an interesting time for IT asset...
Knowledge Management Strategies: Exploring the Long Tail
In 2007, Chris Anderson, then Editor-in-Chief of Wired, wrote a seminal article entitled The Long...
First Call Resolution: #1 Service Desk & ITSM Metric...
In an ideal world, it might seem like there would be no need for service desk calls at all...