Webinar: How a Leading Financial Services Company is reshaping the user experience Using BMC Helix Remedyforce and BMC Discovery

Moving from human-intensive, manual processes to become a more automated, cognitive organization is certainly a significant shift to m any companies. Not only can it be done, but it must be done as a matter of competitive necessity. As companies modernize and push full speed ahead with digital transformation initiatives, they increasingly find that traditional ITSM can’t keep up with their current and future needs.

Join us to hear from Walter Malone, Manager IT Process Governance, DLL Group to learn how DLL is innovatively leveraging IT Service Catalog, self-service portals and BMC Discovery with BMC Helix Remedyforce to overcome some of the common challenges:

• Challenge #1: Working remotely is key at the time of crisis like COVID-19 which has resulted in increased service desk ticket volume and so has indirect effect on productivity and user experience.
• Challenge #2: As the number of clouds proliferate in multi-cloud settings, it becomes difficult for traditional ITSM to effectively, efficiently deliver services across these diverse, distributed environments.
• Challenge #3: End users can use the service catalog, which is derived from the service portfolio, to access IT services. Both the catalog and portfolio are needed — the absence of a service portfolio will result in IT being more tactical and reactive.
• Challenge #4: Support agents do not have direct visibility on CI impacts during the changes happening on a server or application
• Challenge #5: Many customer service organizations currently lack knowledge management (KM) systems. : End users have basic Self-Service experience and no encouragement for knowledge articles, leading to more tickets being created.

At the heart of each of these emergent challenges is a lack of automation. Yesterday’s ITSM processes and systems are too inefficient, slow, manual— and, as a result, too expensive.

Join us to become an Autonomous Digital Enterprise.

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