I had the opportunity to speak with both Jim Grant and Cos Santullo, senior executives from BMC software, about BMC's business service management (BSM) strategy. BMC is deeply committed to promoting BSM and sees the success in BSM as an driver of BMC's success as a company. The fact that so many customers have embraced the Remedy platform for trouble-ticketing, problem resolution workflow and now CMDB (Atrium), BMC may gain a real leg up as they continue to build on that platform for their BSM strategy.
Since BMC is 100% focused on software and the implementation of that software, they realized that an open architecture was critical to enable customers that may have other point solutions from IBM, CA, HP or other vendors. The design of BSM allows customers to enhance their offerings from all existing tools already in place.
Organizations also need to be wary of vendors that will use BSM as a strategy to kickoff costly services engagements where vendors seek to custom design BSM around a framework of products. "That is not BMC's strategy", noted Santullo.
Both Grant and Santullo noted that the BMC approach places the business and the process first. "The business and the process must drive the technology" stated Grant, "and many organizations focus only on the technology."
Recent acquisitions were also key to BMC driving service automation as an underlying component to BSM. "Expect to see additional integrations around Atrium and ways to enable service, support, operations and automation through a common infrastructure", noted Grant.As CEO of Fusion PPT, Michael Biddick is responsible for overall quality and innovation. Over the past 15 years, Michael has worked with hundreds of government and international commercial organizations, leveraging his unique blend of deep technology experience coupled with ... View Full Bio