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Industry First - BMC Software Transforms The Service Desk Into A "Genius Bar" Experience

SAN FRANCISCO, Oct. 9, 2012 (GLOBE NEWSWIRE) -- BMC Software (Nasdaq:BMC) today delivered major updates to its IT Service Management portfolio that enable organizations to transform their service desk into a flexible, proactive "genius bar" experience.

As a result of BMC's transformative new approach to IT service delivery, IT organizations can transition quickly from a passive, infrastructure-oriented "support" function to one that delivers proactive, personalized enablement to today's highly mobile workforce.

Unlike other vendors' one-size-fits-all approach, BMC offers four major ITSM products to meet every customers unique business need. The updated portfolio provides both on-premise and on-demand offerings, and includes BMC Remedy IT Service Management Suite 8.0, BMC FootPrints 11.5, BMC Remedyforce Service Desk, and BMC Track-It!. Each product includes major new social, mobile and cloud capabilities, as well as access to powerful new service analytics. These capabilities help IT organizations deliver a dramatically more satisfying experience to employees, while increasing IT productivity and lowering costs.

Kia Behnia, BMC's chief technology officer, said: "Enterprise IT organizations and service providers want to deliver a differentiated, modern service experience.  Employees have become far more sophisticated regarding their expectations of IT – they want the 'genius bar' service experience everywhere they go, not just in their personal lives. They want immediate access to the IT services they need, across the channels of productivity they prefer, on any device, regardless of their location or the time of day.

"With these new ITSM releases, BMC has harnessed the power of social, mobile, analytics and cloud to leap over the heads of our competitors," Behnia said. "We are revolutionizing the service desk experience, and there is more to come."

Technology Advances, Cultural Shifts Driving New Service Expectations

For years, IT service delivery has been industrialized and policy driven, an approach dictated more by a desire for standardization and governance than responsiveness to an employee's needs. Employee frustration with IT service delivery was so ubiquitous that cartoons like Dilbertâ„¢ regularly profiled the issues. A new generation of IT consumers have upended old models, creating expectations that IT organizations must be able to satisfy if their companies are to remain competitive.

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