The new version provides organizations with an easy way to implement ITIL processes to reduce IT costs, improve quality of service, provide transparency and manage risk. With several new capabilities as well as enhancements to existing functionalities, this release gives IT the tools they need to align with the business needs and prioritize their activities.

Key release themes include:
• Compatibility with BMC Service Desk Express version 10
• Visualization of Configuration Item relationships and associated services helps to easily understand changes against CIs using the CI Explorer.
• Simplified QuickViews and Dashboards improve user experience, performance, and productivity.
• Change schedule calendar view with blackout periods provides an easy way to see how changes across the organization and help with planning.
• Client Services updates include automatic navigator bar and popup assignments on client creation, templates for Support Request, approval Work Orders, and Support Request form enhancements.
• General updates such as auto-closure of forms, color coding for QuickViews, KPI reports, the ability to link Service Instances to a Service, and multi-linking records further enhance ease of use and productivity.
And many more enhancements!

If you are interested in upgrading to this new release or start working with APM you can contact InfraVision at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

BMC has announced that Service Desk Express 9.2 will be unsupported as per the 16th of September 2010.

If you would like upgrade assistance or additional information about Service Desk Express 10.0 please call your account manager at InfraVision.

BMC Software will support the following versions and releases of BMC Service Desk Express:

Version	Level of support
10.0.x	full
9.80.x	full
9.70.x	full
9.60.x(1)	limited
9.20.x(2)	not supported

1. This version will move to the limited support mode on the 16th of September 2010, which is six months after the release of BMC Service Desk Express version 10.0.
2. This version will move to the not supported mode on the 16th of September 2010, which is six months after the release of BMC Service Desk Express version 10.0.

 

 

ITSM Survey shows 87% of organisations dissatisfied with current Service Management solution
InfraVision's APM solution tackles the two major pains expressed by organisations!

According an EasyVista survey, which was answered by over 280 IT Enterprise executives and ITSM experts across the globe, the overwhelming sentiments are unhappiness with their current solution, unawareness of how much additional code tweaking and customization actually costs the organization – and, significantly, a willingness to address that dissatisfaction by changing their service desk solution. 
Perhaps a clear indicator that there’s been a shift in thinking, and organizations are looking to replace their legacy systems with codeless, fully integrated and customer-driven ITSM Software.

Nearly 87% of respondents said they felt negatively toward their current service desk solution. Of these, 17.4% said they cannot afford to change solutions now; 18.9% said their hands are tied to their existing solution; and 25.8% complain that there is always an additional cost when asking their vendor to do anything.

The results show that ITSM vendors are deliberately ‘muddying the waters’ when it comes to additional costs.  For 51.5% of respondents, their number one long term cost is incurred by daily code tweaking, above their existing maintenance and integration contracts.  48.4% don’t know how much unexpected cost coding added, but 12.6% estimate that it added at least 50% of the initial ITSM solution purchase cost.

The two major ongoing pains of today’s users of service desk solutions are for 51.8%, reporting, and for 51.3%, customizing the system, largely above consultancy to set-up and integrate the system.

Those ongoing pains mean that a significant 24.7% are now actively looking to replace their service desk solution. For those willing and able to change to a new solution, only 11% think that it is not important to have a codeless, customizable service desk solution. 36% this it is important, 41.5% say very important and 11.5% an absolute necessity.

InfraVision’s 'BMC APM Service Desk Express' service management offer is a ready to go, fully ITIL compliant service management solution based on the best practice experience of 350 organisations worldwide. It offers processes, procedures, work instructions, KPI dashboards and a fully configured service management application without any need for ongoing customization or code changes. BMC’s service desk solution can also be delivered as a SaaS solution on the number 1 cloud platform; Force.com.
On top of that BMC Software’s highly sophisticated Integration Engine delivers easy front end integration removing the need for custom scripts or code changes. The Integration Engine supports all protocols including Webservices, XML, ODBC, LDAP, SNMP, etc.

 

BMC ServiceDesk on Force.com Now Available Worldwide

Customers cite fast time to value and enhanced service delivery

HOUSTON, April 26, 2010 – BMC Software (NASDAQ: BMC) today announced the global availability of cloud-based IT Service Management solution, BMC ServiceDesk on Force.com.

The new solution offers IT Service Management (ITSM) and service desk customers subscription-based pay-as-you-go pricing and rapid time-to-value with no hardware, software or capital expense requirements. BMC Software is now the only company to provide robust cloud-based solutions alongside traditional service management offerings to give customers unprecedented flexibility in planning the operating strategies that support IT.

“The need to cost effectively reduce IT incidents, speed problem resolution and more efficiently respond to business demands is universal among organizations with an IT footprint. What’s unique is how these companies choose to tackle those challenges,” said Fred Broussard, research director for PC, Device and IT Service Management Software at analyst firm IDC. “By offering a broad range of delivery models, as well as the ability to seamlessly transition between on- and off-premise solutions, BMC Software is giving customers access to a full suite of management tools in a manner that is more convenient and cost effective for them.”

Organizations already are taking advantage of the great flexibility that comes with BMC’s new cloud-based solutions.

BMC ServiceDesk on Force.com, which delivers cloud-based service management through BMC’s strategic alliance with salesforce.com, offers customers consolidated service desk, self-service and inventory management capabilities. BMC and salesforce.com intend to co-market and co-sell the solution.

Lumen21, an IT consulting firm in Santa Ana, Calif., is planning to use BMC ServiceDesk on Force.com to improve its service delivery to customers and increase the value of IT operations.

“We expect greater availability of IT resources and increased customer satisfaction as a result of using BMC ServiceDesk on Force.com,” said Eduardo Don Jr., CEO of Lumen21. “The cloud-based model allows us to incorporate the benefits of service desk with greater flexibility at a lower cost – at a time when lowering costs without sacrificing quality is a top priority.”

“Companies of all sizes across all industries are moving their business apps to the cloud,” said George Hu, executive vice president of marketing and alliances, salesforce.com. “The overwhelming interest in BMC ServiceDesk on Force.com reflects the significant demand for critical IT service desk function in the cloud. Through our strategic alliance with BMC, we’re able to deliver a world-class solution built on the proven Force.com platform to accelerate customers’ IT management success without the cost and complexity of hardware, software or infrastructure.”

For a free trial of BMC ServiceDesk on Force.com, please contact InfraVision at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

European APM User day 2010, June 10, Amsterdam

 It is our pleasure to invite all organisations using or considering the Alignability Process Model (APM), to the first annual European APM User day, June 10 in Amsterdam!

 The European APM User day aims at providing you a platform to discuss your experiences, struggles and solutions in implementing service management. It gives you the opportunity to connect with IT staff from all over Europe, to learn from your peers and to gain invaluable understanding around many aspects of service management. The day will be full of presentations from customers, APM authors and specialists in fields such as KPI and trend analysis. In addition there will be discussion forums with other attendees to ensure you can get the most out of this day.

Many organisations have already signed up, from small to large enterprises, from new to experienced APM users, from government to education to commercial. Attendees will travel to Amsterdam from the UK, The Netherlands, Belgium, Luxemburg, Germany, Czech Republic, Bulgaria and Romania.

 We hope to see you too on June 10 in Amsterdam!

To receive the formal invitation please contact InfraVision at This e-mail address is being protected from spambots. You need JavaScript enabled to view it