Allison Cramer, BMC | BMC Exchange VIP

This is texturong TV. Hey guys. We're at The BMC exchange event and we're talking about digital transformation itsm and how it all comes together.

How you doing? Good. How are you?

I'm well. We've been talking about itsm forever. Yep, but recently digital transformation is kind of become part of the mainstream conversation, but I think it's one of those things where every person who looks at it see something slightly different.

So from your perspective, how do you perceive itsm and digital transformation coming together? And how are these two things starting to converge in a way that we're not maybe appreciating? Sorry, so I think It's it's interesting when I came into this space for the second time.

I started looking around at what were some of the customer problems. They were trying to solve and a lot of it was while I want to make sure. You know people can get what they need quickly they can get access to the questions or to the information or the knowledge that they need in order to get through their day.

Right? So particularly from a service desk perspective that could be anything from a simple as password reset right to something far more significant. I need to change something in the environment.

I need to spin up a new one. I need to do something different. And when I first looked at it, I thought well gosh these sound like the same problems.

We've been solving for forever. Like I must not get it. I must be missing something and when I went back through those questions with some of our customers and with the analyst Community with folks like yourself, it's really started to come out with Am I the problems may be the same but the context in which we're operating is completely different and the expectations that everyone has are completely different right on Friday when I kind of give up and I have three kids and they're like what's for dinner and I'm like, oh, right, you know, I order a pizza and I can see and they can see on the phone right like where that driver is where it's coming where it's gonna be almost to the minute of when it hits the door, right?

And that's the kind of service that people expect for everything of where's my computer? Where's my you know, why won't my password just reset itself. I want all these different things happen.

So we have to really rethink how we've approached a lot of situations that may seem we've been doing them for forever. Now we have to do them with a different set of expectations a different set of requirements and in a lot of cases working with a far more distributed Workforce than maybe we've ever had before and I think that's one of the places Or service management can now really shine because even in just our conversation now, we haven't called it it service management anymore. Have we right we've moved to no, it's just service management and providing all those different services around an organization.

to your point A lot of those Services some of them are internally facing towards employees and a lot of them are externally facing towards customers or Partners, but I shouldn't have to have a separate platform for each one of those motions because it's all really kind of the same data sets in the same Process Management. So is that kind of what you guys been working towards? Yes, absolutely that convergence of expectations and that notion that how you treat your employees is part of your brand.

It's part of your experience. It's part of how you recruit. It's part of how you keep your the best talent with you and it should also be part of the experience you provide to your customers.

Why should there be all these layers in the middle? Right? Why don't we've had some of those layers out move more closely support again your customers in the way that they want to be supported where they want to be supported and then do that flawlessly.

as we go along Traditionally a lot of these products ran in some sort of on-premise environment, but you guys have Helix, it's a SAS based environment. Is that where we're moving to is that whole function moving into more of a SAS platform. And if so what drives that I think it depends on who you are and what you want to do, right?

We have some customers who are still on Prem and they'll always be there because of you there's some regulatory issues. They have just preference. You know, it's we're more about meeting you where you are and supporting your vision of what you want to provide.

So we do have our SAS platform, which we're very proud of and we feel like it's Innovative and it's very well connected based on bringing all those best of read services to Market and that's where we think folks are going. It's where the market has said folks are going we've seen very high and excited adoption with it. There's just this weekend.

I think they mentioned in the keynote. We had another big migration of someone move forward and have a great experience. so I think to me that on-prem versus SAS is very much in the eye of the beholder.

Right and that's just it has to be what works for you and your organization so that you can fulfill the needs that you have, but I think you could do with either. From your perspective what differentiates your platform and I know you've added some new capabilities here at the show that were announced but a lot of people have a lot of choices now. So what exactly is it that people should be looking for from you guys that's going to be different that they wouldn't see somewhere else.

What I think is the greatest Mom we look at the Helix platform. We've really contemplated. What does it take to be successful in operations management?

We have a long history there, right and then we look at what does it take to be successful in service management really long history there as well. We have history supporting the Mainframe of if you have one of those in your environment, what does that look like? And then how you pull all of those things together in a very deeply collaborative and interesting way and I see a lot of folks talk about Integrations, but they're not necessarily integration.

So it's value. How do you actually connect things together? So that one group is sharing data real time, but meaningful data packaged up in a way like maybe service management, you know puts in a bunch of tickets, right?

How do those get organized and set up in a way? So operations management can see that so that makes sense to them in the context of their world, right? And then what can that person also do if they're thinking, okay?

Gosh, I have I have an issue right? Everybody's seen the scenario where all the dashboards go red, but you still don't know what's wrong. Right?

So we feel like we have some significant differentiation there where we feel like we can help you really figure out quickly. What's wrong? And it's that scenario of okay, we've pinpointed it because of vmc Discovery can tell you where all the different things are provide that context give you that map of the topology view of everything and where it sits and then really narrow down to here's where your root cause is not all the ancillary problems that look like they're on fire.

But the one that's really sourcing it and causing it that could be deep in your Mainframe that could be in a cloud service that could be over here with some other connection. Maybe you're running out of capacity. What is that?

But the faster that you can figure out when you fall down how if you can figure out quickly why you're down and get back up if you can start to see with some of the AI ml we have. Hey, look things are headed towards Danger All right, you need to take a look at that and then you know the other Premier scenario of Something's bad is going to happen. It hasn't started yet.

It hasn't even really started lining up. But we're seeing the signs you're going to need to go investigate and see what these things are. So you can fix it.

So we feel like the ability to give you that broad of a view what that kind of context across your full estate recognizing how complicated it might be and it's probably always going to be right and just living in where that is and helping you navigate that that's where we can add some differentiation. So it almost sounds like rather than having a bunch of modules that are Loosely coupled with apis. There's an integrated data model underneath that exactly and so it's pulling all the data.

So we look at it from a perspective of we have all the data we can pull in data from all your different places contextualize it and then give you the ability to make decisions right? Not just more dashboards with more lights, but just this is what's happening. This is how we've interpreted it.

This is the suggestion of how you can go fix it. And that was part of that predictive service Ops demo they talk through now, do you want to go ahead and do it now? Do you know press the button and let's move forward or do you want to think about it right go find six really smart people that work on it, or how do you want to approach this year?

How customizable is that are people going to be building? Applications on top of that using on a low-code tools is that part of the equation low code no code is absolutely part of it. So it's all meant to be bespoke to what you want to build around it.

So it is meant for people to bring it into their environment have it work with all of the tools. They have create new applications new things on top of it that work with the different scenarios that you have in your environment and then do that quickly and easily. you talked about the predictive model and there's a lot of processes and a lot of complexity in that and I guess some people might just want to come in the office someday and say, you know Helix tell me the three things that are going to get me fired today if I don't fix it.

How good how close are we to that? I think you know, we're it's very close and in certain cases it's where they're right now of where it's the smarter. The smarter AI gets is based on how much access it can see and how much it gets used to you and your behavior patterns, right?

So the more it looks the more it gets smarter it goes in there. That's the quicker it goes and I think it's just it's fascinating to see it all come to to life. We had one of the the demos that we have out there in the marketplace.

We did that in our executive briefing Center where we showed how we know the VR headset you can go in and see and do all these things and I saw one of the customers who come to that later. I was out dissocially and he's like, oh have you seen that thing? It's like something out of Minority Report.

It's really cool. He's like that's got to be 10 years away. Right?

Like no you could technically use it now. right, you know, it's you just gotta Some of those things are earlier stages but we we are there we're ready to deploy those Technologies and do things so we started out talking about how we entering these new areas of how we think about service. Is it a cultural issue that results in people not moving that fast or is it a technical issue or what is the challenge that you see customers having as they kind of contemplate all this?

It's always interesting to see. How much folks think they know their processes, but don't right because that's when you start to expose. Oh gosh, I didn't realize that person always came in through this side door or that this other person was bypassing all these other things and what we're really encouraging folks is as they look at this transformation that they don't get Shackled into what they used to do and look at it a little bit more uniquely from if you could just start over tomorrow, right?

We know you can't we'll talk about like the from two, but if you could really design today what you really wanted to be now, let's see how close we can get you to that that might be revising some of your processes. A lot of folks are going through that. I've had some folks in a migration and we've talked about customization.

They may have Etc and they're like, I don't want to bring those with me like, you know, I need to get rid of some of that. Well, this is a great opportunity, right? So like let's clean some of those things up take a cleaner approach because a lot of it processes that you see are not born from Optimization or efficiency?

They're born from you. Didn't know what the future was going to look like. So you built a process that worked for what you could see right now.

So we're trying to help people build processes and programs and things that will work today. But also six nine eighteen twenty four months from now or at least give them something that's flexible enough that's going to expand and contract with them as they make different choices. Does that make sense?

It sure does hey folks. You heard it here first if you have more exceptions than you have rules in your processes chances or other broken. You might want to think about doing something different.

Hey, thanks for coming by. Thank you so much. back to you guys