1. BMC Mobility for IT Service Management
June 2011

2. 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

3. 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

4. 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

5. 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.”

6. 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.”

7. 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.”

8. 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.”

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