Amener l’intelligence artificielle à la gestion des services TI (GSTI) Megan Dahlgren Consultante principale mise-en-marché stratégique: Gestion numérique de l'entreprise 24 octobre 2017

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Transition vers l’entreprise cognitive

L’entreprise numérique

Nos offres

1

2

3

Remedy SaaS Digital Discovery Innovation Suite Cognitive Service Management

Questions 4

Sommaire

Repensez la gestion de services & opérations de TI

75% Expériences Intelligentes

“Les employés utiliseront des assistants numériques intelligents

en 20193”

30% L’efficacité

“Les Data Centers utiliseront le “Machine Learning” en 20194”

75% Applications Intelligentes

“Les CIO déploieront des fonctionnalités cognitives dans

au moins une application5”

80%

78%

Intelligence Artificielle

“D’ici 2018 l’IA aidera a résoudre la complexité2”

1,2: 2017 BMC Survey of 1000 CIOs & senior IT professionals 3,4: IDC Futurescape: “Worldwide Analytics, Cognitive/AI, and Big Data 2017 Predictions” 5: Gartner “Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace,” C. Fletcher, K. Lord 29 Feb 2016

Des dirigeants informatiques estiment qu'ils doivent repenser la gestion des opérations informatiques1

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Transition vers l’entreprise cognitive

Excellence en gestion des services TI

Internet Enterprise Numérique

Multi Nuages Multi Appareils (IoT)

Multicanaux

Proactif & Prédictif Agents Virtuels <<Chatbots>>

Enterprise Cognitive

Gestion des Services TI Remedy On-premise, Remedy-as-a-Service

BMC Innovation Suite

Découverte Numérique

Capa

bilit

és C

ogni

tives

Service Numérique Espace de Travail Numérique

Ges

tion

de S

ervi

ce

Cogn

itive

Multicanaux

(Omni-Channel) Multi-Nuages Multi-Appareils

(ioT)

La gestion des services TI cognitive

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GST

I

L’Enterprise Numérique Transformez

l’expérience des employés

La transformation numérique nécessite

Transformation d’entreprise:

Numérisation des technologies

Transformation humaine:

Numérisation centrée sur les personnes

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Caractéristiques de l’entreprise numérique

Digital Workplace

Expérience <<panier>>

Service Omni-canaux (Portail, Slack, chatbots, agents

virtuels)

Catalogue de services de l’entreprise

<<Genius Bar>> Approche de la résolution L’expérience employé

(TI, RH, Facilités, etc.)

Postes de travail flexible © Copyright 2017 BMC Software, Inc. BMC Confidential

BMC Confidential—Internal Use Only

Appareils Mobiles

Internet <<Chatbots>>

Agents Virtuel

L’engagement omni canaux possible

BMC Confidential—Internal Use Only

La gestion des services multi-nuages

Prototype image only

Broker info (incidents, changes, outages) with 3rd-party cloud service providers

No-code Workflow and configuration design

Cloud Service management solution for managing hybrid & multi-cloud environments

Le leader en entreprise numérique

Analyst Report: Gartner“Critical Capabilities for IT Service Management Tools” by Chris Matchett, Rich Doheny, Kenneth Gonzalez, August 10, 2017 Disclaimer: This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC Software. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Remedy SaaS Transformer

l’expérience TI

Return

Expérience

optimisée pour chaque appareil

Moderniser le centre de service

Perspectives exploitables

Conception

basée sur le rôle

Disponible sur site et le nuage BMC Remedy

* This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Critical Capabilities for IT Service Support Management Tools, Chris Matchett, Katherine Lord, August 10, 2017

Faites confiance au leader de l'ITSM

Digital Discovery Découvrir et gérer

les actifs TI multi-nuages

Augmenter la visibilité dans le multi-nuage avec: DIGITAL DISCOVERY

Biens technologiques

découverts dans le multi-

nuage

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© Copyright 2017 BMC Software, Inc.

Discovery pour multi-nuages Une visibilité supérieure des actifs

• Discovery of AWS & Azure Clouds

• Continuous Cloud Service Catalog Updates

• Multi-Cloud Dashboards

• Robust Data Center Discovery

Innovation Suite Plateforme pour le parcours de

l’entreprise cognitive

BMC Confidential

Platform for Developers

MICROSERVICES-BASED ARCHITECTURE

MULTI-CLOUD READY

OPEN & DIVERSE ECOSYSTEM

Innovation Studio

Innovation SDK

Documentation Components Connectors Rest APIs

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Étendez, intégrez et personnalisez des applications complexes dans le nuage avec: INNOVATION SUITE

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Créer et adapter des flux de travail complexes avec un éditeur graphique

Concepteur de processus et de règles

Concepteur d’affichage

Concepteur d'enregistrements

Analyste d'affaires

Ajay

Développeur sénior

Seth

INNOVATION STUDIO

INNOVATION SDK

Aucun code Très peu de code Beaucoup de code Compétence de codage

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Integration-as-a-Service

Connects applications & services

Leverage the connectors in Innovation Studio in the context of your application.

Built for Cloud, Enables Hybrid

BMC Confidential - Subject to Change

Prototype image only

Cognitive Service Management L’avenir de la gestion

des services TI

Cognitive Service Management

Omni-Channel Experience

chatbots, virtual agents

Agent & Operator Efficiency

Auto -classification, -assignment, -suggestion,

-recommendations

Agent

Out-of-the-box Vendor agnostic Cognitive Service hooks to

3rd-party AI platforms

Developer Service Ops Mgr.

Trending analytics for prevention &

proactive remediation

& AIOps

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End-User

Partenariat BMC + AWS

Capacity Optimization Control-M

Big Data Security

SecOps Policy SecOps Response

Discovery

DevOps

TrueSight Pulse TrueSight Intelligence TrueSight Operations

Innovation Suite SecOps Policy

Control-M

Migration

Discovery TrueSight Pulse TrueSight Cloud

Cost Control

Cloud Mgmt.

Digital Workplace Cloud Lifecycle Management

TrueSight Pulse Discovery

SecOps Policy SecOps Response

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Service Cognitive avec IBM Watson

Chat-bots

Virtual Support Agents

Social & Collaboration Channels

Mobile

Ravir

Lignes d’Affaires

GSTI

Gestion des Services TI Multi canaux

Services Numérique

Remedy

Capabilités Cognitive

IBM Watson TrueSight

Apprendre

Prévoir

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Entreprise Numérique

Cognitive Service Management

Cost Saving

Intelligent Experience

Speed & Efficiency REMEDY SEVICE MANAGEMENT: AGENT ASSIST

Predictive Intelligence Automation

INNOVATION SUITE

Cognitive Micro-service

DIGITAL WORKPLACE CHATBOT

Chatbot & Virtual Support

Agents

BMC Confidential—Internal Use Only

Auto-Categorize Incidents to specific product and ops categories for more accurate analytics

Auto-assign the incident based on past assignments

Remedy, Propulsé par Cognitive

Auto-Route incidents

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Intégrez facilement les services cognitifs dans les flux de travail et processus complexes INNOVATION SUITE WITH COGNITIVE SERVICE

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