Comprehensive software reviews to make better IT decisions
Shared Services Canada Selects BMC to Optimize IT Service Management
IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.
SSC’s goals in selecting a new ITSM tool were to:
- Replace its current ITSM tool.
- Improve how SSC and GC departments interface and exchange tickets with each other.
- Lead other GC departments towards higher ITSM maturity.
Both SSC and BMC hope that these improvements will deliver better services to SSC’s more than 300,000 users.
Source: BMC Remedy 9 at SoftwareReviews, Accessed March 18, 2020
SSC was initially formed in 2011, mandated to consolidate IT services across federal government departments. BMC believes that its tool will help SSC to develop quick and cost-effective change management capabilities. Moreover, as GC continues its Cloud Adoption Strategy, BMC hopes that this procurement will help to increase the chances that SSC will use BMC’s multi-cloud management capabilities.
Shared services deployment is a growing trend that allows multiple units to use a single IT capability. The main purpose of having a shared services model is reducing cost and improving efficiency. As a business unit (BU) becomes a central shared services provider to multiple departments, managing and tracking IT services get challenging. IT vendors provide solutions that can be implemented to enhance service delivery. However, implementing a tool without process improvement does not lead to enhancing service desk effectiveness. SSC and its customer service desk need to improve their processes in addition to implementing the tool.
BMC recently improved its service management technology by converging ITSM and ITOM into a single platform, and we had predicted that such innovation would improve BMC’s market traction. GC is a strong client for BMC’s visibility, and this adoption will help BMC to continue attracting other governments and large enterprises.
Want to Know More?
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.
Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.
ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.
ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and new features including MSP Business Dashboard, Time Sheet, and field service management.
ServiceNow promises to make in-house ServiceNow development a little easier by directly integrating with Microsoft’s popular Visual Studio Code editor.
At a smart city forum hosted in Dublin by Enterprise Ireland, practitioners from around the world discussed some of the early successes yielded from pilot projects and the barriers they still face in scaling up.