BMC OnDemand Overview

November 2010

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SaaS Continues Mainstream Adoption

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Customer Views on SaaS

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Ease Budget ConstraintsCapEx vs. OpEx

Flexible payment options Lower TCO

Ease Resource ConstraintsAdministration resourcesSystems management

Fast Time to ValueFaster implementations, with less complexity

Predictable Upgrade PathsSeamless upgrades, including customizations

Easy migration paths, supporting growth in maturity

Flexible Delivery OptionsEasy transition between SaaS and On-PremiseSupport integrations with On-Premise solutions

On Demand ITSM Business Based Requirements

Reduced RiskCustomers not locked into one delivery model

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Business Service Management in the Cloud

BSM OnDemand• Remedy• Analytics• Discovery

Operational support for hybrid BSM deployments on-premise and on-demand• Robust integrations

Native linkage with applications managing the physical infrastructure

• Service orientation Decision support for operations based on

impact to business services

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Two ITSM OnDemand Offerings

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BMC SaaS Architecture

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BMC Remedy OnDemand

Market share leader in Service Support• Best practices & methodologies

Vision and technology leadership• According to Gartner and Forrester

Broadest range of deployment options• With investment protection

Core component of BSM solution• Process maturity and integrations

enabled

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BMC Remedy Solution Optimized for SaaS

24 x 7 availability and support

Subscription pricing

Access to all Service Support apps and reports

Free maintenance and upgrades

Service Level Agreement

Reporting for web capabilities

Additional prepackaged services

Investment protection for customers

OOTB email, event and discovery integrations

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BMC Remedy OnDemandPreconfigured suite speeds best practice adoption and maturity

Full ITSM suite ready to useo Start anywhere

[e.g. asset or service desk]o Use more functions

over time

Pre-configured withbest practice data o Standardizes approach

Categorization Support groups

o Enriches starting point Common business services Requestable item definitions Templates

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BMC Remedy OnDemandService Comes Pre-loaded with Best Practice Content

Over 20 Business Services

Over 110Request-able Offerings

Over 80 Process Templates

Pre-packaged content speeds time to implementation and helps align to business services

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Embedded ITIL through SMPMITIL Aligned ITSM Processes

Pre-configured, standardized service reflects BMC’s- Years of experience in IT service management.- Scaling and performance for large, global enterprises- Built-in ITIL best practices- Proven data model for Atrium CMDB

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BSM Solutions Work Across Hybrid DeploymentsBMC Remedy OnDemand increases operational flexibility

BSM workflows span on-premise and off-premise solutions

Hybrid Deployments

Native linkage with applicationsmanaging physical infrastructure

Robust Integrations

Decision support providesimpact to business services

Service Orientation

On Premise

Managed Service or

Outsourced

Remedy OnDemand completes the range of deployment options

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BMC SaaS Advantage

Flexible Dynamic LicensingInvestment protection

OnDemand Activation ServiceFoundation and ITSM discipline models

Preconfigured Service CatalogProvides services out of the box

Customer-approved Production PromotionVendor-provided development/QA/production environments

Unified BSM ArchitectureShared Service Models across IT discipline,

switch between SaaS and on-premise

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2009 / 2010 Animated

2010 Gartner Service Desk MQ- Two disappear

EMC iET Solutions

- Two new companies Vmware Hornbill

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BMC OnDemand – How to Get Started

Service Initiation

Service Onboarding

Service Optimization

Service Optimization

Service Initiation

Onboarding Steps

Step 1: Provisioning Step 2: Activation Step 3: OptimizationStep 2: Activation

Feature and Integration Configuration; Testing

Step 3: Optimization

End User Enablement and Production Migration

Step 1: Provisioning

Preparation; Project Team Enablement; Onboard

Design

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BMC + salesforce.com Shifts the Burden

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BMC ServiceDesk on Force.comEasy to use service desk improves response time, productivity

Built on Force.com platform• World class availability, scalability,

and performance• Robust common services• Proactive collaboration through

Chatter

Simple UI, Navigation, and Personalization• Display key items on dashboard• Create Quick Views for

personalized queries

End User Self Service• Broadcasts• Global Search• Personalize

Incident Managemento Save time with templateso Inform with broadcasts

Inventory Managemento Gain visibility into assetso Map relationships

Includes Alignability Process Modelo Minimize trainingo Start out of the box

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BMC ServiceDesk on Force.comUp and running in days

Incident Managemento Save time with templateso Inform with broadcasts

Inventory Managemento Gain visibility into assetso Map relationships

Includes Alignability Process Modelo Minimize trainingo Start out of the box

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