BMC Mobility for IT Service Management June 2011

Mobile IT Service Management Apps BMC has acquired Aeroprise, based in Silicon Valley, USA World’s most-deployed mobility solution for BMC Remedy 10-year experience in the mobile industry A proven solution, already sold and supported by BMC Complete suite of ITSM apps 100-plus customers around the world 52% FASTER SERVICE RESPONSE REDUCED ASSET PROCESSING COSTS 33% CUT SUPPORT COSTS 24% 50% PRODUCTIVITY JUMP IN THE FIELD

BMC Mobility Just another client Service Desk Change Approvals MOBILE MID-TIER DESKTOP Just another client Service Desk Change Approvals Service Requests Asset/Barcode AR Custom Apps Always-on Easy to use On-premise

Addressing today’s mobile ITSM needs Service Desk Change Service Request Asset ARS Manage incidents in the field for greater service and lower IT cost. Reply to change requests on smartphones to reduce risk and disruption. Deflect help-desk calls with mobile self-service portal. Take control of your IT capital with barcode and RFID scanning. Mobilize any business and IT apps built on the BMC AR System. OnDemand and On-Premise

Service Desk BENEFITS Boost productivity 33% Reduce IT support costs 24% Increase response speed 52% FEATURES Manage tickets Reassign incidents Search incidents in the area PROBING QUESTIONS Are you missing SLAs? Are your field techs working on the highest priorities? Are field techs as productive as possible? “We had a need on the factory floors to improve our response times and this was the perfect solution. It’s been a real win for us, as the service levels have gone up substantially and our customers are really happy.”

Change Approval BENEFITS Lower business risk Increase customer service 40% Reduce downtime 15% FEATURES Review change requests Ask follow-up questions Approve, reject or reassign on the fly PROBING QUESTIONS Can you do change approvals anytime, anywhere? How do delays hurt customer service? How much idle time in the field can be reduced? "We were paying tens of thousands of dollars a month in missed SLA fees. With mobility, however, a service request is approved in 30 minutes instead of a 12 or 18-hour wait. Now we don’t miss a single SLA.”

Service Requests BENEFITS Deflect help desk calls Empower employees with self-service Increase adoption rate 50% FEATURES Browse service catalog Submit, update and track Business and IT services PROBING QUESTIONS Is your help desk reactive or proactive? Is the help desk bogged down with simple requests? Does VIP requests get proper attention? “We were able to create a 52% improvement in the delivery of services from our service desk. The mobility solution pays for itself within four months of being deployed.”

Asset Barcode and RFID Scanning BENEFITS Deploy new assets 67% faster Update asset information from the field Eliminate over-purchasing and over-licensing FEATURES Mobile barcode/RFID scanning Real-time inventory updates Easy asset search PROBING QUESTIONS How accurate is your asset inventory / CMDB? How long does it take to deploy new assets? How much time is spent on inventory audits? “It used to take us weeks to have one person go around and inventory the data center. We can now do it in an hour. It was a no-brainer to go with a product that integrates very well with our existing ITSM infrastructure.”

This slide is designed to be an opening or closing slide This slide is designed to be an opening or closing slide. This will allow the presenter to have a presentation cued up in slideshow mode without being on the title slide. The audience can take their seats, leave, or have open discussion with this slide up.