BMC Brand Color 2018 | Primary
BMC Brand Color 2018 | Secondary
BMC Light Grey R167 G169 B172 #a7a9ab
BMC Mid Grey R117 G119 B122 #75777a
BMC Grey R65 G64 B66 #414042
BMC Light Orange R249 G135 B0 #f98700
BMC Mid Orange R248 G110 B0 #f86e00
BMC Orange R254 G80 B0 #fe5000
BMC Light Blue R60 G182 B206 #3cb6ce
BMC Mid Blue R0 G147 B201 #0093c9
BMC Blue R57 G128 B178 #3980b2
BMC Light Teal R119 G221 B211 #77ddd3
BMC Mid Teal R61 G193 B186 #3dc1ba
BMC Teal R0 G167 B157 #00a79d
BMC Light Green R215 G223 B15 #d7df0f
BMC Mid Green R170 G204 B7 #aacc07
BMC Green R127 G188 B0 #7fbc00
BMC Brand Color 2018 | Primary
BMC Brand Color 2018 | Secondary
BMC Light Grey R167 G169 B172 #a7a9ab
BMC Mid Grey R117 G119 B122 #75777a
BMC Grey R65 G64 B66 #414042
BMC Light Orange R249 G135 B0 #f98700
BMC Mid Orange R248 G110 B0 #f86e00
BMC Orange R254 G80 B0 #fe5000
BMC Light Blue R60 G182 B206 #3cb6ce
BMC Mid Blue R0 G147 B201 #0093c9
BMC Blue R57 G128 B178 #3980b2
BMC Light Teal R119 G221 B211 #77ddd3
BMC Mid Teal R61 G193 B186 #3dc1ba
BMC Teal R0 G167 B157 #00a79d
BMC Light Green R215 G223 B15 #d7df0f
BMC Mid Green R170 G204 B7 #aacc07
BMC Green R127 G188 B0 #7fbc00 Karim Mawlawi
Principal Solution Engineer
EMEA South & East
BMC Software
The Future of Digital Service Management
© Copyright 2018 BMC Software, Inc.
AI & Machine Learning Influencing Digitization
75%
Intelligent Experiences By 2019, workers will be
interacting with intelligent digital assistants3
30%
Efficiency By 2019, IT service desks will
utilize machine learning to free up support capacity 4
75%
Intelligent Application By 2018, development will
include cognitive functionality in at least one application5
78%
Artificial Intelligence Looking to Artificial Intelligence
to address complexity2
1,2: 2017 BMC Survey of 1000 CIOs & senior IT professionals 3,4: IDC Futurescape: “Worldwide Analytics, Cognitive/AI, and Big Data 2017 Predictions” 5: Gartner “Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace,” C. Fletcher, K. Lord 29 Feb 2016
What Does Digital Transformation Mean Today and Going Forward?
At BMC we’ve been asking,
4
Growth
Digital Maturity
Emp
loye
e E
nga
gem
en
t &
Pro
du
ctiv
ity
Journey to Cognitive Enterprise
Proactive & Predictive Virtual Agents
Chatbots
Cognitive Enterprise
Service Management Excellence
Online Enterprise Digital Enterprise
Multi Cloud Multi Device (IoT)
Multi Channel (Omni-Channel)
© Copyright 2018 BMC Software, Inc.
CUSTOMERS ARE ASKING US TO ADDRESS THESE CHALLENGES
“ Service Solutions are
OLD & INSECURE
“ Service Resolution is
SLOW & INACCURATE
“ End-users are
TETHERED & UNHAPPY
“ New Services are
TEDIOUS & COSTLY
“ Service Operations are HARD TO MONITOR
COGNITIVE SERVICE MANAGEMENT
APPROACH Omni-Channel Experience
Chatbots Virtual Agents
END-USER
AGENT DEVELOPER
Out-of-the-box Vendor agnostic
Cognitive Service hooks to 3rd-
party AI Platforms
Agent & Operator Efficiency
Auto-classification, assignment,
Suggestion, recommendations
7
BMC Brand Color 2018 | Primary
BMC Brand Color 2018 | Secondary
BMC Light Grey R167 G169 B172 #a7a9ab
BMC Mid Grey R117 G119 B122 #75777a
BMC Grey R65 G64 B66 #414042
BMC Light Orange R249 G135 B0 #f98700
BMC Mid Orange R248 G110 B0 #f86e00
BMC Orange R254 G80 B0 #fe5000
BMC Light Blue R60 G182 B206 #3cb6ce
BMC Mid Blue R0 G147 B201 #0093c9
BMC Blue R57 G128 B178 #3980b2
BMC Light Teal R119 G221 B211 #77ddd3
BMC Mid Teal R61 G193 B186 #3dc1ba
BMC Teal R0 G167 B157 #00a79d
BMC Light Green R215 G223 B15 #d7df0f
BMC Mid Green R170 G204 B7 #aacc07
BMC Green R127 G188 B0 #7fbc00
Future of Service Management
© Copyright 2018 BMC Software, Inc.
Tomorrow Chatbots/Virtual Agents
Expensive Inaccurate Manual Lowest Cost Accuracy Speed
Today Human Driven (L0/L1/L2)
End-User
Omni-Channel Experience
chatbots, virtual agents
Agent & Operator Efficiency
Auto -classification, -assignment, -suggestion,
-recommendations
Agent
Out-of-the-box Vendor agnostic Cognitive Service hooks to
3rd-party AI platforms
Developer
Cognitive Service Management
Making Omni-Channel Engagement possible for the Enterprise
Web
Virtual Agents
Mobile
Social
Chatbots
Today Tomorrow
Remedy Powered By Cognitive
Auto-Classify Incidents to specific product and ops categories for more accurate analytics
Auto-assign the incident based on past assignments
Auto-Route incidents
Prototype image only
Easily incorporate cognitive services into complex custom processes & workflows
Innovation Suite with Cognitive Service
© Copyright 2018 BMC Software, Inc.
A DAY IN THE LIFE OF A SERVICE DESK AGENT
1 5
End-User calls a Service Desk
L1 Agent creates the ticket
Agent picks the wrong
category for the ticket
Ticket gets routed to the
support group
Ticket gets resolved
X X 2
3
4
TODAY
Happy Customer
© Copyright 2018 BMC Software, Inc.
A DAY IN THE LIFE OF A SERVICE DESK AGENT
1 5
End-User calls a Service Desk
L1 Agent creates the ticket Ticket gets routed to the
support group
Unhappy Customer
X X 2
3
4
TOMORROW
REPLACED BY CHATBOT | VIRTUAL AGENTS
AUTOMATED THROUGH COGNITIVE SERVICE DESK
Agent picks the appropriate
category for the ticket Ticket gets resolved
Happy Customer
OMNI-CHANNEL EXPERIENCE chatbots, virtual agents
AGENT & OPERATOR EFFICIENCY Auto -classification, -assignment, -suggestion,
-recommendations
Chat-bots
Virtual Support Agents
Social & Collaboration Channels
Mobile
Delight
Intelligent Experience Digital Workplace
Cognitive Service Management
LOB Service Management
ITSM
Multi-Cloud Service Management
Intelligent Processes Service Management
Remedy
Cognitive Micro-Service
IBM Watson
3rd Party AI Platforms
Dev
elo
pe
r Learn
Predict
Intelligent Platform Innovation Suite
End
-Use
r
Age
nt
& O
pe
rato
r
SERVICE MANAGEMENT
BEST
AI PLATFORM
BEST
Powerful Together
18
“The combination of BMC Cognitive Service Management and IBM Watson technology can help enable enterprises to transform their service
management capabilities and add value to existing systems.”
--Beth Smith, General Manager, IBM Watson
BMC & IBM Watson
© Copyright 2017 BMC Software, Inc.
Customer Value proposition
Service Delivery
REACTIVE PROACTIVE & PREDICTIVE
Service Resolution
SLOW and INACCURATE for end-users FASTER & MORE ACCURATE
Tomorrow Today
Service Desk processes
MANUAL & time consuming Mundane Repetitive Tasks Are AUTOMATED
SLOW RESOLUTION consuming more time & resources
COST SAVINGS through Speed and efficiency Cost Savings
BMC Confidential
Thank You