The major preoccupation of IT System departments is to place users at the center of their IT transformation. Users, but also mobility and cloud, are put at the center of our customers’ strategy. MyIT and SmartIT applications are BMC’s new answer to these concerns. Implemented and introduced by Devoteam at BMC Exchange 2014 in Paris, will MyIT and SmartIT be the future of IT services?

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MyIT & Smart IT, future of IT Services?
Webinar by Devoteam Knowledge Communities
February 11th 2015

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Service Management Community is providing to its members: documents,
utilities, toolkits and integration resources that enhance the value of Service
Management Processes and Solutions (BMC, ServiceNow, HP, CA and
SalesForce)
The community organized a webinar on February 11th 2015
A webinar by Devoteam Knowledge Communities

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MyIT & Smart IT, future of IT Services?
IT Departments are on a transformation path. They aim to stay a partner for their businesses by
becoming a service provider and not only a provider of technologies and infrastructure.
One main concern is to ensure that the user is at the center of IT transformation, and most of
the innovation in IT are focusing on this point
• Mobile devices
• Bring your own device strategy
• Apps Store
• Catalogue of Service
• End user Portal
• Shared service center
BMC, as the other Service Management vendors, develop its portfolio to answer these
concerns. That is the objective of products like MyIT and Smart IT
• Propose new front-end based on existing Solutions
• Change the Value proposition by addressing the usage

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Agenda of the webinar
1.Introduction
2.My IT
3.Smart IT
4.Demonstration
5.Conclusion

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Introduction
1

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Our vision:
A client-centric specialised company, delivering innovative and
industrialised end-to-end solutions
Devoteam : a specialised ICT Transformation partner
• Who are we?
Information and Communication Technology
Consulting Group
• 2013 revenue: 453 M€
• Long-term annual growth(>15%)
• 3900 professionals
• 21 countries in EMEA
• Listed on Paris stock exchange
Patrick Chemel
IT Service Excellence - Regional Offer Director
• More than 20 years of professional
experience in consulting;
• In charge of the IT Service Excellence Offer
for the Mediterranean Region.
Allan Dujiperou
Solution Leader BMC ITSM
• 9 years of professional experience in
consulting;
• Functional manager in Safran, Sanofi, …

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• Our consultant are at the cutting edges of BMC expertise with more than 100 experts
trained each year.
More than 20 years of experience in BMC technology implementation.
250 experts BMC
trained and/or
certified
Expertise
The highest level
of partnership
since 20 years
Elite Partner
More than 150
clients in Europe
and Middle east
Trust
Our service
centers provide
24/7 support
Support

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MyIT & Smart IT
IT use and install IT
Department in an
innovative role producing
high added value
TRANSFORM…
Users adoption by
reconciling IT use and
common use
ACCELERATE…
Service available
everywhere, at any time
from any device.
FACILITATE
Devoteam and BMC
support enterprises
in their IT services
management from
the infrastructure to
the user.

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My IT
2
MyIT and SmartIT are the exclusive properties of BMC Software.

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Access information about
service outage
in real time.
Post and comment about
incidents for a shared
support.
Browse questions,
appointments and requests
in the activity flow.
Find and interact with
experts.
An interaction with Services with the flavor of a social network

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A “tweeter like” interaction with Support
aligned with modern communication media
Ask questions or request
support in a free field.
Receive in real time answers
from the knowledge base.
Make support requests using
“IT” hashtags
Follow you request in your
activity flow.

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Service status updated in real time
to avoid unnecessary Helpdesk calls.
Service Health available on demand

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Access to buildings plan Availability of meeting
rooms
Equipment availability in
meeting rooms
Report equipment
failure and see its
condition.
My IT features available at the fingertips of the end user

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Main features to improve user experience with IT Support
• User and organization places localization
• Plan to reach company different sites.
• Company different sites plan with main resources (meeting room, shared resources…)
• Opportunity to assimilate the various service offers depending on resource type.
• Schedule appointment with Helpdesk service.
• Meeting rooms booking
• Access to services catalogue
• Possibility of making requests
• Possibility of reporting incidents
• Following the various solicitations
• Social
• Sharing between employees.
• Services
• Identify different services
• Social services
• Appzone
• Access to apps validated by the IT System department.

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• Devoteam configured the application used for the BMC Exchange event
• Driven like a real project with specification from BMC, Integration and Test of the solution
• String time constrain
Devoteam proven experience with MyIT : the implementation of the solution
at BMC Exchange 2014
• Configuration of the main features of the solution
• “Map” to localize the event,
• “Plan” to identify important areas during the day, to describe the
floors of the building and the key “assets” of the event
• “Services” to act as a real Service Provider and provide
information to the attendees of the event
• “Service requests” for action such as making appointment or
setting up quiz to ensure an interaction and demonstrate the
User Experience
• Communication of Devoteam about this first
implementation
• Striog visibility during the event (Devoteam mentioned several
times as the integrator of MyIT)
• Leaflet dedicated to this integration with a screenshot of the
interface

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Smart IT
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MyIT and SmartIT are the exclusive properties of BMC Software.

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Smart IT : build new user experience for Service Desk users

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Main features to focus on Service Desk usage vs ITIL Processes
• Dashboards dedicated to Service Desk work
• Following in real time areas of operation (Requests, ads…)
• Dashboard in real time (Incidents on time, by priority,…)
• Simplification of support screens
• Default configured screen according to usage
• Consolidated view (Incidents, Work-orders and Requests)
• Possibility of modifying their console (Columns, filters)
• Contextual filter of the information
• Work-orders details
• Only necessary information
• Requester location
• Smart Recorder
• Quick creation of tickets
• Access to all opened and
resolved tickets
• …

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Demonstration
4

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Demonstration

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Conclusion
5

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Improve the image of the
IT Department
Devoteam value propositions for leveraging MyIT and Smart IT Solutions ...
• Implementation of the service catalogue in MyIT
• Deployment of MyIT / SmartIT Technology
• Training and knowledge transfer to customer team
• Solution is innovative, aligned with expectations of
users and domestic usage
• Service status available from any mobile device
improve the communication
• Simpler solution than existing tool
... through our expertise
Devoteam value propositions
• Quick access to auto-resolution
• Main application made available (Apps Store)
• Enable social interaction
• Integrate other support department (facilities, HR, Finance)
• Take advantage of maps and location capabilities
Reduce
Helpdesk solicitations
Expand intervention
perimeter of the IT Department

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This presentation is just an extract of the Webinar.
If you want to know more about MyIT and SmartIT solutions...
• Patrick Chemel
Patrick.Chemel@devoteam.com
Tel : +33 6 64 49 25 34
• Allan Dujiperou
Allan.Dujiperou@devoteam.com
Tel : +33 6 64 19 48 03
Please contact: