BMC Service Desk on Force.com Overview Thursday, April 29, 2010Kyle Hamilton

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Reduce IT CostsHow do you get the most out of every person, asset, project, and activity?

Improve Quality of Service How do you meet the performance expectations of your organization?

Manage Risk How do you define and control risk?

Increase Business ImpactHow do you ensure IT investments and operational decisions are aligned with business priorities?

Provide Transparency How do you track cost and activities in your organization and share that with stakeholders?

Expectations have never been higher

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IT Service Management

Reduce complexity and make IT service support a seamless integrated process

Incident Management- Process Optimization

Inventory Management - Visibility

Self Service - Cost Reduction & Customer Satisfaction

IT Service Management Value Paths

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Incident Management – Summary

Enable comprehensive, best practice based incident processes

Requirements- Progress flow visualization- Integrated Inventory Management - Embedded best practice content

How BMC Helps- Reusable templates for common tasks- Automated task prioritization- Industry best practice common data model

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Inventory Management– Summary

A life-cycle solution that drives through retirement of the asset

Requirements- View of assets & relationships - Base of intelligent IT decisions - Reporting

How BMC Helps- Asset relationship visualization - Inventory item reports- Configurable queries

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Self Service – Summary

Deflect IT Support costs and minimize the flood of incidents and service requests

Requirements- IT / Business Service Request Catalog- Automate fulfillment of requests- Relevant content

How BMC Helps- Configurable and reusable templates- Workflow- Knowledge search and FAQs

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Why BMC Service Desk Express on Force.com

Market LeadershipCombination of market leaders in BSM and Enterprise Cloud Services join forces to deliver world class service desk.

Predictable TCO The infrastructure is managed for you which results in predictable costs and predictable budgeting.

Accelerated ROIReturn on investment is significantly accelerated with reduced time to implement and configure with automated setup and no hardware or software installation.

High Reliability Automatic platform updates means minimized risks, disruption and failed changes.

Customer Satisfaction Personalized portal with tools you need to do your job at your finger tips

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BMC Service Desk Express on Force.comAnnounced – November 19, 2009

BMC Software, Salesforce.com Forge Strategic Alliance to Deliver Cloud-Based IT Service Management on the Force.com Platform

“The alliance between salesforce.com and BMC will accelerate IT management success with cloud computing,” said Benioff. “Customers can now leverage enterprise-class IT management completely in the cloud with Force.com and BMC Software.”

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Industry Analyst Validation

Network World: “BMC Thursday positioned itself to lead the market in cloud-based service desk technology when the company announced it had partnered with Salesforce.com to deliver its IT management software the Force.com platform.”

Network World: “BMC Thursday positioned itself to lead the market in cloud-based service desk technology when the company announced it had partnered with Salesforce.com to deliver its IT management software the Force.com platform.”

Forrester Research: “The solution is a very powerful one as a license already and for customers who are committed to SaaS for whatever reason in the SMB, this is a great fit," says Evelyn Hubbert…

Forrester Research: “The solution is a very powerful one as a license already and for customers who are committed to SaaS for whatever reason in the SMB, this is a great fit," says Evelyn Hubbert…

Gartner Research: “Partnering with salesforce.com will enable BMC to quickly offer its small-to-midsize-business IT service desk tool, Service Desk Express, as a software-as-a-service solution within a fast-growing market segment.”, David Coyle

Gartner Research: “Partnering with salesforce.com will enable BMC to quickly offer its small-to-midsize-business IT service desk tool, Service Desk Express, as a software-as-a-service solution within a fast-growing market segment.”, David Coyle

BMC Software was again the overall problem management market revenue leader in 2008, with a 25.7% market share. - IDC Problem Management market share report. – Nov 2009

DEMO

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Key Benefits SDE on Force.com

Help Desk - Incident Management

Self Service

Inventory / Asset Tracking - CMDB

Knowledge Search

Automated Set up

Configurable Workflow to automate processes

Dashboards & Queries

Reporting

What to Expect in BMC Service Desk Express on Force.com Version 1

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