BMC Software Launches 'Genius Bar' Concept for IT Service Desks

BMC Software delivered major updates to its IT Service Management portfolio, that enable organizations to transform their service desk into a flexible, proactive “genius bar” experience. This new approach, to be built into a number of BMC's ITSM products, helps IT organizations transition from passive, infrastructure-oriented support functions to ones that deliver more proactive, personalized enablement to today’s highly mobile workforce, the vendor says.

BMC's portfolio includes 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.

“Enterprise IT organizations and service providers want to deliver a differentiated, modern service experience,” says Kia Behnia, BMC’s chief technology officer. “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.”

The new enhancements, which promote enhanced collaboration, are intended to meet the expectations of a new generation of employees, as well as help reduce costs resulting from the volume of service desk calls.

For more information, visit the BMC site.