Many companies are changing their service delivery from a being a back-end IT support technology to a provider of new and digitally-enabled services that are powered by artificial intelligence (abbreviated as AI) as well as machine learning.

As we all know, BMC has been trying its best to make sure its products are appealing to business leaders who are in charge of digital strategies.

New Digital Strategies

In one of the blog posts about last year’s BMC Engage conference, the principal analyst at Forrester, Nigel Fenwick, explained in the article that the company had uniquely positioned many of its products to help teach leaders to provide and deliver a more flexible and efficient tech capability for the business.

Nigel continued to say that during the past three years, BMC has been rebranding its products and refocusing its strategies to collaborate with many other customers around the digital world. That is not enough though; it has been undergoing its digital transformation in a bid to unveil a solution-oriented strategy and approach to customers.

As a result, BMC has now introduced the infamous Digital Workplace, which is a cloud-based service that re-defines the forthcoming of digital work by changing the digital workplace experience with workforces at the centre. According to Tyler Lowe, who is also one of the BMC customers as well as the vice-president at the Bank of America, the whole idea is to deliver employees a self-service. Lowe further said that creating an effective digital workplace does not require people to think about a workplace, instead of how workers have access to the apps, information, and services they need without relying on someone else.

The president of digital service management at BMC, Nayaki Nayyar, said that the future of work at this company would be to build a transformative digital workplace(s) that will empower and engage employees by typically placing them in the middle of an increasingly intellectual enterprise.

Digitalising IT as an enabler

It is undeniable that the attempts by BMC to digitalise its workplace are an indicator that it is aligning itself to the digitisation trend. In one of the recent posts, the CEO of ITSMF (IT Service Management Forum), Barclay Rae, emphasized that fact that digital transformation requires a rethink of business and IT. In other words, moving forward, the technology should work with the business and not as a separate entity of it and certainly not against it. He further said that these strategies need to be refreshed, and new ideas will be driven by business expectations rather than merely technical or financial constraints. The driver is now based on collaboration as well as working to achieve shared goals.

Some Examples

There are many examples to demonstrate joined-up-thinking, but the recently crowned digital transformation venture of the year by the IT Support Aldershot is just one of them. It is believed the idea towards the transformation programme started as a simple website refresh, but it soon evolved into a whole renovation of council services.

The council has now begun to break down silos between restructuring and departments and joining up how routine services are run in line with the new customer-based approach. In the next phase, the council is looking forward to advancing integration for back-end transactions as well as the development of AI processes.

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