BMC Case Study: Increasing IT Efficiency with a Level-2 Support Organization The evolution of the...
Mainframe Blog
Creating a Strong Service Desk Culture
The service desk is the first point of contact for customers with any IT issues. As a result, the...
Using Percent Resolved Level 1 Capable as a Service Desk Metric
Successful businesses are constantly seeking ways to improve. The only way to stay ahead of the...
Using an Agent Satisfaction Survey for a Service Desk Metric
The service desk serves the important purpose of capturing incident management requests and...
Agent Utilization as a Service Desk Metric
Despite the proliferation of intelligent service support options, AI-powered chatbots, and ITSM...
The 3 Core Components of BMC Helix: Cognitive, Cloud, and...
We built BMC Helix, our cloud-based Cognitive Service Management solution, to address today’s most...
Evolving Your Software Delivery Systems
Overview: The advantages of Agile and DevOps are significant and well understood. However, in many...
Are IBM® z/OS® Db2® DBAs Vanishing?
I have the great opportunity to work with several Db2 z/OS users across the US. Certainly, I hear...