A Simple Challenge

Prague in May…I hear it is beautiful.  I’ve been to Prague, but never in May.  Unfortunately, I couldn’t make it to BMC User World 22-25 May 2007, but I was very involved behind the scenes, especially with the press event we held there to talk about BMC’s latest announcement on the evolution of BSM.

BMC announced BSM enhancements for IT Operations (remember the special project I have been working on?).  The announcement focuses on new products and significant new integrations that offer IT Operations a pragmatic connection to BSM Value. The reason this is important is because these enhancements promise to help our customers address a major culprit in customer dissatisfaction and defection – inefficient and inadequate problem detection, isolation and resolution.

Customers and/or business users simply don’t care how impressive your statistics are for performance and availability of individual IT infrastructure components. And they shouldn’t.

Two things they do care about are: Immediate access to business services when they need them, and fast completion of tasks and transactions while using these services.  I’ve written about this before and BMC as a company is continuing to invest to assist customers with this challenge.

To meet business users’ needs, you have to broaden your perspective. In addition to looking from inside the IT infrastructure out, you must also look from the outside in — from the perspective of your internal and external customers. That’s the only way to experience service levels the way users experience them, and manage service delivery accordingly.

There’s more to this announcement – a lot more.  If you are interested, please visit: www.bmc.com/bsm4itops