PERSBERICHT
BMC Software biedt middelgrote organisatie nu ook de voordelen van een geïntegreerde Service & Systeem Management oplossing
Schiphol-Rijk, 13 maart 2006 - BMC Software, Inc. (NYSE: BMC), vooraanstaand leverancier op het gebied van enterprise management oplossingen, introduceert een geïntegreerde oplossing voor het beheer van systemen, speciaal voor middelgrote organisaties. Vanaf deze maand zijn BMC® IT Systems Management Express(TM), BMC® Service Desk Express Suite (de voormalige Magic Service Desk Suite) versie 9.0 en BMC® Service Desk Express Small Business Edition (SBE) beschikbaar. BMC Software breidt hiermee haar aanbod van oplossingen voor systeembeheer en service desks uit om tegemoet te komen aan de behoeften van middelgrote organisaties. Deze bedrijven krijgen zo de mogelijkheid om hun IT-operaties in lijn te brengen met hun zakelijke doelstellingen, processen te verbeteren en aantoonbare waarde uit hun IT te halen. Het middensegment moet het hoofd bieden aan talloze IT-zaken, onder extra druk van krappe budgetten, weinig resources en magere marges. De belangrijkste IT-uitdagingen zijn het onvermogen om verandering te managen en het gebrek aan beveiliging, zichtbaarheid en integratie. Hoewel de mate van volwassenheid van IT binnen middelgrote organisaties sterk kan verschillen, zoeken zij veelal naar dezelfde oplossingen. Hun voornaamste behoeften zijn de automatisering van de dienstverlening en ondersteuning en tegelijk inzicht krijgen in de effecten van IT-veranderingen op de business. Er is veel vraag naar een systeembeheer dat gebaseerd is op de volwassenheidsgraad van IT in de organisatie en niet enkel en alleen op het aantal werknemers. Tegelijkertijd moet deze oplossing toegesneden zijn op de budgettaire en operationele uitdagingen die binnen een middelgrote onderneming bestaan. "Het middensegment wordt veelal met dezelfde kwesties geconfronteerd als grote ondernemingen, maar dan met veel beperktere resources en budgetten," zegt Robert Spee, senior manager segment marketing van BMC Software. "Als gevolg daarvan handelen vele bedrijven op een reactieve manier, waardoor ze niet toekomen aan het realiseren van de echte waarde van hun IT-oplossingen. Deze nieuwe, op middelgrote organisaties toegesneden oplossingen van BMC stellen klanten in staat pro-actief te worden en betere resultaten te behalen met hun gehele organisatie." BMC® IT Systems Management Express(TM) verlaagt de IT-kosten Om de beschikbaarheid en prestaties van de bestaande systemen van een organisatie te verbeteren, maakt BMC IT Systems Management Express gebruik van BMC Performance Manager Express. Hiermee is het mogelijk servers, applicaties, opslag, netwerkapparatuur en transacties via het Web op afstand te monitoren, zonder dat dergelijke apparatuur daar speciale software voor nodig heeft. Om de kosten van identiteitsmanagement te verlagen, gebruikt deze oplossing de mogelijkheden van BMC Identity Management for .NET. Hierdoor wordt de complexiteit van zorgvuldig beheer van de verschillende gebruikers en resources voor systeembreed identiteitsbeheer verminderd, zowel binnen als buiten de onderneming. BMC IT Systems Management Express stelt middelgrote organisaties ook in staat veranderingen systematisch te plannen, risico's en potentiële down-tijd van het systeem te verzachten en IT-activa en inventaris op te sporen en te beheren om uitgaven te beperken. Bovendien helpen rapportage en analyse om incidenten en problemen in de toekomst te voorkomen. BMC® Service Desk Express 9.0 vergroot de efficiëntie van processen en IT-staf BMC Service Desk Express, gebaseerd op het Magic Server Desk platform, beschikt over nieuwe mogelijkheden zoals een uitgebreide implementatie van lTIL® door de toevoeging van Service Level Management, eenvoudiger installatieprocedures, specifieke updates voor Oracle, automatische identificatie van problemen en het inplannen van preventief onderhoud om organisaties in staat te stellen de kosten van IT-ondersteuning te verlagen. De nieuwe versie is een eenvoudige en automatische upgrade van voorgaande versies van Magic Server Desk. BMC heeft zich gericht op het minimaliseren van de opleidingsbehoeften en op het gebruiksgemak van het product voor klanten binnen het middensegment. De nieuwe versie stroomlijnt de interface, dwingt automatisch bepaalde processen af en consolideert informatie om de IT-staf en processen efficiënter te maken. Service Desk Express biedt nieuwe en verbeterde rapportages en verbetert de toegang tot waardevolle data en informatie die klanten nodig hebben voor optimale dienstverlening. Bovendien helpt de oplossing bij het beheer van de kosten en het in lijn brengen van IT met de zakelijke behoeften. BMC® Service Desk Express SBE groeit mee met de organisatie BMC Service Desk Express SBE is geschikt voor de gehele MKB-market en stelt ook kleine organisaties in staat hun ondersteuningsprocessen te automatiseren en het niveau van de IT-service en -ondersteuning te verhogen. Gebaseerd op BMC Service Desk Express biedt de MKB-editie een naadloze overgang naar Express Suite, dat de oplossing in staat stelt mee te groeien met de kleine onderneming, terwijl alle data en processen in tact gelaten worden. Hierdoor kunnen kleine en middelgrote organisaties maximaal rendement halen uit de oorspronkelijke investering. Over BMC Software
BMC Software, Inc. , is een vooraanstaand leverancier van oplossingen op het gebied van Enterprise Management voor beheer van IT-infrastructuur vanuit zakelijk perspectief. BMC Software levert oplossingen voor Business Service Management in de vorm van bedrijfssystemen, applicaties, databases en Service Management. BMC Software is opgericht in 1980 en heeft wereldwijd vestigingen. Over het boekjaar 2005 realiseerde de firma een omzet van meer dan 1,46 miljard dollar. Meer informatie over BMC Software vindt u op
Voor meer informatie kunt u contact opnemen met:
Text 100 B.V.
Liesbeth Kramer
Tel: +31 (0) 20 530 43 49
E-mail: liesbeth.kramer@text100.nl
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BMC Software, de BMC Software logo's en alle namen van producten of diensten van BMC Software zijn al dan niet geregistreerde handelsmerken van BMC Software, Inc. Alle andere geregistreerde of niet-geregistreerde handelsmerken zijn eigendom van de desbetreffende organisaties. © 2006, BMC Software, Inc. Alle rechten voorbehouden.
TECH CHOICES
February 17, 2006
BMC Remedy Help Desk And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools The Forrester WaveTM Vendor Summary, Q1 2006 by Chip Gliedman
with John Ragsdale, Ian Schuler, and Elisse Gaynor EXECUTIVE SUMMARY
With the acquisitions of Remedy and Magic Solutions, BMC Software has assembled a suite of tools allowing it to market to virtually any organization size. At the larger end, BMC has integrated the Remedy product line into its Atrium suite, with the underlying configuration management database (CMDB) shared among all components of the Atrium line that have been developed in Remedy's Action Request (AR) language. The BMC Magic Service Desk Suite product line is targeted for organizations with 2500 or fewer employees. Supporting this market has required the development of a reseller network to complement the direct-sales focus of the parent organization. This channel is growing, helping expand BMC's European presence at the lower end of the market. TWO PRODUCTS FOR TWO DISTINCT MARKETS
BMC is a major global player in the IT infrastructure management market, with almost 7,000 employees and $1.5 billion in yearly revenue. The company offers products in four categories: mainframe management, distributed systems management, service management, and identity management. At the heart of the service management offerings are the Remedy Help Desk and Magic Service Desk Suite product lines.
Forrester evaluated BMC's current offerings and strategy for service desk management tools against approximately 80 criteria (see Figure 1 and see Figure 2). Overall, Remedy Help Desk has the ability to model or integrate with just about any environment, but not without time and effort. Magic Service Desk Suite provides an easy-to-install and easy-to-maintain alternative for smaller organizations, but without the scalability and breadth required to support the more complex requirements of large organizations.
BMC Software Remedy Help Desk
Remedy Help Desk has come a long way from its early days as a toolkit and set of (limited) instructions. Improvements in usability and better-defined processes and templates allow organizations to deploy the product with lower customization requirements. Forrester is aware of a number of customers who are using the newest release of Remedy Help Desk as the catalyst to re-implement their service management applications. They are using Remedy's processes rather than upgrading their current, highly customized and difficult-to-maintain systems.
Headquarters
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Tech Choices | BMC Remedy And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools 2
The Remedy Help Desk product line is especially good fit for buyers that:
· Have complex modeling needs. The Action Request System (AR System) development environment, upon which Remedy Help Desk is built, is a robust development in its own right. Customers have used it to model processes in fields as diverse as finance, HR, IT, and operations. BMC used it to build the CMDB that underlies the Atrium product line.
· Have broad integration needs. Remedy Help Desk can be integrated with other products on a number of different levels. Basically, if it has an interface, Remedy Help Desk can communicate with it. As such, it can serve as the service management solution for an organization with a large investment in just about any enterprise systems management or asset management suite.
· Are willing to make the investment in training and expertise. Very few organizations will be able to implement Remedy Help Desk on their own. Initially, trained external resources (consultants) are a must. Internal IT departments must be willing to train in-house development staff so that they can take greater ownership of the application and its code base over time. BMC Software Magic Service Desk Suite
To fill a market void with small and medium-size enterprises (SMEs), BMC acquired the Magic Solutions products from Network Associates in early 2004. Although the product is currently being rebranded as BMC Service Desk Express, the current offering remains as Magic Service Desk Suite. BMC Magic Service Desk Suite includes a browser-based tool set with knowledge management, change management, asset management, and other modules to match the ITIL framework, but in a smaller package than Remedy Help Desk. This means that the product is an especially good fit for buyers that:
· Have fewer than 2,500 employees. BMC positions Magic Service Desk Suite at this marketplace and aims Remedy Help Desk at larger organizations. Smaller organizations should find just about all the functionality they need within the Magic Service Desk Suite product, but larger organizations will likely be disappointed by the lack of scalability and flexibility.
· Are looking to step up their service management processes. Magic Service Desk Suite models the ITIL framework, but it doesn't let this turn into overhead. Smaller organizations can benefit from the best practices embraced by the ITIL process framework, but only if they operate in the context of smaller workforces, lower budgets, and a less complex organizational structure.
· Are looking for a combined systems and service management solution. A bundle of Magic Service Desk Suite and PATROL Express allows an SME to automate its service management and tie it to the monitoring and management of applications and servers. To see how BMC stacks up against eight other competitors, see the Forrester WaveTM evaluation of the service desk management tools market.1
February 17, 2006 © 2006, Forrester Research, Inc. Reproduction Prohibited
Tech Choices | BMC Remedy And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools 3
Figure 1 BMC Software Remedy Help Desk Evaluation Overview CURRENT OFFERING
Incident management The system has a highly flexible tool set that will meet most needs. If necessary, it can integrate with just about anything. Incident resolution The workflow engine based on AR System is very strong. The add-on knowledge management option is virtually a requirement if KM is desired. Problem management The workflow engine based on AR System is very strong. The add-on knowledge management option is virtually a requirement if KM is desired. Change management Remedy has strong workflow management that will support most needs. It is designed to meet enterprise-class needs. Configuration management Configuration management is handled by a federated CMDB with robust capabilities.
Architecture The tool is designed to integrate and support large organizations' service management needs. It integrates with tools typically found in this environment.
Reporting Enterprise-class application monitoring tools can be used to monitor and administer Remedy applications. STRATEGY
Product vision The service desk market is a key component of the vendor's growth plans, and Remedy is a central component of the service desk offerings. Common CMDB and architecture will allow tight integration of all tools in the BMC Atrium framework.
Sales and implementation The vendor has well-established direct and indirect sales and support strategy channels.
Technology and OEM The vendor has key SI and reseller partners, as well as technology partnerships partnerships will all key players. Geographic presence The vendor has the largest market share in the service desk market. Cost The product is considered to be higher cost to implement and maintain than other products in the market. However, flexibility and power may offset costs with additional benefits. MARKET PRESENCE
Financials The vendor has the largest revenue among service desk vendors. Service management products are the fastest-growing segment of BMC's product line.
Installed base BMC has more than 11,000 customers for its service management products.
Employee base BMC is a large company with a good track record of timely and high-quality releases. Source: Forrester Research, Inc. February 17, 2006 © 2006, Forrester Research, Inc. Reproduction Prohibited
Tech Choices | BMC Remedy And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools 4
Figure 2 BMC Software Magic Service Desk Suite Evaluation Overview CURRENT OFFERING
Incident management The system handles requirements of opening and routing an incident well. It has tools to automate agent actions. Incident resolution The system has good incident management tools. Workflow and escalation engines should be sufficient for most customers in target market segment. Problem management The tool has typical problem management functionality. It is not a broad suite of included tools. Additional tools are available from the vendor. Change management The system's change management tool is sufficient to model most smaller organizations' needs. Configuration management Configuration management is handled by a single CMDB with import utilities from most desktop discovery and management tools. Architecture The tool is well architected for smaller organizations. Reporting Tools to define and report on performance should meet most organizations' needs in the target market (fewer than 2,500 employees). STRATEGY
Product vision The company's vision is for this product to be tailored and sold within the market segment of fewer than 2,500 employees. Developing larger reseller channel to support sales and installations. Sales and implementation The vendor has a strong VAR channel to support smaller enterprises but strategy limited direct sales and support. Technology and OEM The vendor has a large VAR and reseller network to support the product partnerships locally.
Geographic presence The vendor has a large market presence and is the No. 2 product in its market segment.
Cost The product has typical licensing costs and low implementation costs. MARKET PRESENCE
Financials BMC's competitive offering and corporate support appear to secure financial stability. Installed base BMC has more than 11,000 customers for service management products. Employee base BMC is a large company with a good track record of timely and high-quality releases. Source: Forrester Research, Inc. February 17, 2006 © 2006, Forrester Research, Inc. Reproduction Prohibited
Tech Choices | BMC Remedy And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools 5
Go online to download additional in-depth data and scores for this vendor and other vendors included in this Forrester Wave evaluation.
SUPPLEMENTAL MATERIAL
Online Resource
The underlying spreadsheets for Figure 1 and Figure 2 are available online. The spreadsheet includes more detailed data and scores for this vendor.
This detailed data and scores for this vendor are also available online through an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings. Forrester Wave Methodology
We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we narrow our final list to those presented here. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don't fit the scope of our evaluation.
After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies.
We set default weightings to reflect our analysis of the needs of large user companies -- and/or other scenarios as outlined in the Forrester Wave document -- and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and readers are encouraged to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve.
ENDNOTES
1 To assess the state of the service desk management tools market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top service desk management tool vendors across 80 criteria. The result: products from Axios Systems, BMC Software, CA, and Hewlett-Packard top a large group of able products aimed at larger enterprises, while other products from Altiris, BMC February 17, 2006 © 2006, Forrester Research, Inc. Reproduction Prohibited
Tech Choices | BMC Remedy And BMC Magic Lead For Both Large And Small Enterprise Service Desk Tools 6
Software, FrontRange Solutions, and UniPress Software emerge as Leaders for smaller enterprises with less complex needs. Keep in mind that differences in architectures, geographic presence, integration strategies, and specific features can drastically changes the ranking and suitability of a specific product for a specific organization. See the February 17, 2006, Tech Choices "The Forrester WaveTM: Service Desk Management Tools, Q1 2006."
Forrester Research (Nasdaq: FORR) is an independent technology and market research company that provides pragmatic and forward-thinking advice about technology's impact on business and consumers. For 22 years, Forrester has been a thought leader and trusted advisor, helping global clients lead in their markets through its research, consulting, events, and peer-to-peer executive programs. For more information, visit www.forrester.com. © 2006, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, Forrester's Ultimate Consumer Panel, WholeView 2, Technographics, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Forrester clients may make one attributed copy or slide of each figure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights and usage information, go to www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. To purchase reprints of this document, please email resourcecenter@forrester.com. 38637
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