BMC Jumps into Help Desk Service Space

According to BMC CTO Kia Behnia, the BMC service will differ from many other providers of on-premise software that move their wares into the cloud by making sure there is no tradeoff in functionality between the two implementations.

With BMC Remedy IT Service Management (ITSM) On Demand, Behnia says customers will now have the choice of modes they want to deploy, including the option of deploying BMC software in both modes. In contrast, many of the popular help desk services on the market today have no on-premise option. So as companies such as BMC, CA and Symantec move into the SaaS space, they are prompting the inherent flexibility provided by being able to deploy their software as customers see fit.

Behnia says that as more standardized processes such as the IT Infrastructure Library (ITIL) take hold in the enterprise, customers want help desk software the augments their efforts to turn IT into a service that proactively prevents problems rather than merely allowing IT to respond to issues.

As such, Benhnia says he is seeing customers take much greater care to “standardize, simplify and then automate” their approaches to IT management as part of an overall effort to not only reduce costs, but also improve the reputation of the IT department.