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Summary

BMC Software recently held an EMEA analyst day that it used to communicate not only its progress since privatization two years ago, but also how it plans to support customers in realizing value against a digital strategy. The company has itself of late undergone somewhat of a transformation, and the proposition it now offers to market is a compelling one that is well aligned to the needs of many organizations.

BMC recognizes that digital transformation means different things to different enterprises

Since the company’s privatization almost three years ago, BMC Software has undergone a transformation. The release of the end-user empowering MyIT application, and the functionality improvements made to the Remedy service management solution are two examples of the vendor evolving in line with the needs of the modern enterprise. Supporting organizations embarking on digital initiatives is fundamental to BMC’s strategy. BMC terms this “Digital Enterprise Management” and the vendor offers various solutions in support of organizations against this paradigm. Specifically, big data, the digital workspace, service management, multi-source cloud, agile application delivery, and security and operations are specific areas that BMC now offers solutions in support of. However, technology aside, the most compelling point from the analyst sessions was that BMC recognizes that digital transformation means different things to different organizations and that it is not the technology alone that will help organizations realize value against any digital initiative. Two years ago, BMC formed a customer success organization, an internal function responsible for delivering customer education, consulting services, customer advocacy, and customer support. The support methodology delivered by this function is focused on customer outcomes. The need for this level of support for BMC customers has been evidenced by the 200,000 customer requests that were received by the customer success organization in 2015. For both vendors and customers, the development of a strategic partnership that is based not on the solutions provided, but on the business outcomes supported by such solutions is important in the digital age. The customer success organization is a prime example of a vendor delivering against this need.

Appendix

Further reading

SWOT Assessment: BMC Remedy v9, IT0022-00489 (August, 2015)

"BMC Software announces its Digital Enterprise Management Blueprint" IT0022-000508 (September, 2015)

Author

Adam Holtby, Research Analyst, Enterprise mobility and productivity

adam.holtby@ovum.com

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