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Finding a safe harborwithin the IT stormManaging the delivery of IT services is a turbulent process. The unified capabilities ofDell and BMC Software can help you find a safe harbor within the IT storm.The big meeting just ended and you are leaving with along list of projects, all urgent. Ten years ago, IT wasbarely recognized at executive meetings, but today everydepartment is asking you to help them meet their goals.The VP of sales is demanding advanced real-time reports tohelp the team improve pipeline management and revenueforecasting. The new CMO wants robust business intelligencetools for improved analysis of consumer behavior and marketsegmentation. Meanwhile, the CEO wants to cut spending by25 percent or more, and IT is a possible candidate.Today, rather than merely focusing on providing a newproduct or service, IT is all about how you deliver what thebusiness needs — now -- while ensuring the success of yourorganization in the right way, at the right time, for the rightcost.Once IT served a back-office role – not anymore. We areliving through an accelerated growth cycle for informationtechnology; this is a time when access to technology isexpanding so quickly that everyone is struggling to keep up.It’s hard to find a way forward. You’re forced to anticipateand exceed the demands of executives and stakeholders,while technology budgets shrink and tech-savvy employeescontinually expect more from corporate IT.ITSM is a transformational step beyond old models of systemsmanagement. It is a procedural approach that focuseson “how” you deliver services to your customers. Previousapproaches addressed the availability and performance ofyour systems. ITSM takes it a step further and asks you tofocus the interaction with your customers, which may involvemultiple systems and processes.Finding a safe harborThe answer is to start with a new approach that looks at ITcomprehensively. It’s called IT Service Management (ITSM),and it enables new efficiencies and capabilities.

Dell and BMC Software, both experts in implementationof Information Technology Infrastructure Library (ITIL)methodology, can help you maximize your resources. Youcan eliminate the barriers that hold back innovation and limitservice delivery. Together, Dell and BMC Software can help youfind a safe harbor in the storm.While you recognize the value of anITSM approach, you also know thatchange is often viewed with concern.Would the support of two industryleaders help you transform your ITorganization?Dell Servicesunderstands thebenefits of IT ServiceManagementtransformationfirst hand.Implementation ofa comprehensiveBMC Softwaresolution within Dellhelped accelerateresponsivenessand reduceadministrativeburden by up to 75percent.- Global Challenges of ITAutomation, Dell 2009Dell and BMC Software, both expertsin implementation of InformationTechnology Infrastructure Library (ITIL)methodology, can help you maximizeyour resources. You can eliminate thebarriers that hold back innovation andlimit service delivery. Together, Dell andBMC Software can help you find a safeharbor in the storm.Chart a new courseITSM is rich in benefits, includingoptimization of IT costs, greater controlof risk, transparent operations, andassurance that you can deliver thepromised quality of service. ITSM takesyou away from low-priority issues andinstead helps you drive innovation andincrease business value.Optimize IT costsEvery IT organization needs to optimizecosts. Adopting an ITSM approachcan help you manage your physicalassets and make sure you receiveyour full return on investment. Butcost optimization does not stop withasset management; ITSM can help youmanage all your resources and deliverservices more efficiently.Control RiskRisk for most organizations has emergedin ways unforeseen just a few years ago.Of course, data loss and downtime areobvious. But IT’s efforts to control risk2have often resulted in new concerns thataren’t as obvious.All too often IT processes changewithout an understanding of how thechange impacts users. Leveraging anautomated ITSM solution can helpreduce the time your staff spendsdocumenting changes to essentialprocesses, allowing you to focus onassessing risk and addressing it beforethere is an impact on the business.Demonstrate TransparencyOften, lines of business don’t understandthe value of IT because they do notknow what they are getting for their ITinvestments. Unfortunately, IT oftenstruggles to provide information inways both business unit leaders andend- users understand and value.Communication between IT andbusiness units is often ad hoc andfocused on problems, not opportunities.A comprehensive ITSM solution can helpyou demonstrate the value of businessinvestments and help your usersunderstand how IT decisions correlateto business performance.Assure Quality of ServiceMany organizations struggle to assurequality of service because they lacka comprehensive view. When IT isorganized in a traditional, siloedapproach, problems can arise. Failuresoccur frequently and take too long toassess impact, diagnose, and restore.Implementing an ITSM solution can helpensure coordination among your teamand efficient transfer of knowledge. Thiscan lead to proactive problem resolutionand improved end-user satisfaction.

Increase Business ValueFinally, we come to the most significantopportunity of all. Every CIO wantsto increase the business value of IT-- doing so would provide the greatestbenefit of ITSM for your organization.However, in many organizations thereare distinct obstacles to increasingbusiness value. These include processesand services that don’t scale, ITinvestment and operational prioritiesthat aren’t mapped to business priorities,business decisions made with no ITinput, and problems with integratingacquired or merged IT organizations.Dell and BMC SoftwareSince the mid 1990s, Dell and BMCSoftware have helped hundreds ofcustomers accelerate their re-alignmentof IT with business value. Together, Delland BMC Software can provide you witha complete, end-to-end ITSM solution.From concept to implementation, youcan count on our partnership to deliver.How do we get you there? ThroughDell and BMC joint innovation. Whyshould you care about Dell and BMCinnovation? Because our innovation isthe first step toward freeing your assets– people, programs, and services – tobetter align with business requirements.Dell and BMC allow IT organizations toautomatically provision and configuretheir business services within traditional,virtualized, or cloud-based data centers– from a single platform.With its strong infrastructure portfolioand managed service expertise, Dell’scapabilities complement BMC’s endto-end management software to helppeople and organizations be moreeffective.Dell and BMC Software offercomprehensive ITSM capabilities to helpyou increase the business value of IT ona scale and timeline you choose. We’reexperts at aligning your IT investmentswith business strategies and priorities.How you implement ITSM is your option:3you can identify a single problem andextend innovation over time, or you cantake on multiple areas simultaneously.It’s your choice – with Dell and BMC.Five Key Innovations for ITSMYou can rely on Dell and BMC, workingtogether, to drive your IT transformationthrough these ITSM innovations.Data Integration -- Leverage Dell webservices and BMC Asset Managementto automatically capture asset data,from dispatch to deployment to decommissioning.Data Center Orchestration -- DellAIM integrated with BMC AtriumOrchestrator and BMC ChangeManagement allows the virtual serverprovisioning and mobility features ofAIM to be driven by environmentalchanges like performance bottlenecks.It also delivers full insight and logging tofacilitate automated enterprise changecontrol, automates workload migrationacross heterogeneous hypervisors, andstreamlines disaster recovery.Lifecycle Controller -- BMC ServerAutomation integrated with the DellLifecycle Controller secures provisioningof Dell servers anywhere, anytimewithout PXE. You get hardware changemanagement that’s out-of-band or inband, secure and efficient.Native Instrumentation -- BMCProactiveNet Performance Managementintegrates natively with DellOpenManage Server Administrator(OMSA) to retrieve health, fault, andstatus information from a wide range ofDell hardware.Dell Services Portfolio -- Dell is oneof the largest providers of outsourcedService Desk and both Professional andManaged services for ITIL Service Deskusing BMC Remedy ITSM. Dell is alsoone of the only vendors that provideson-site, reference blueprints to helpdocument and implement your desiredIT Service ManagementSolutions from Dell and BMCSoftwareDell Consulting ServicesLeverage Dell’s deep expertiseand experience implementingITIL best practices for hundredsof outsourcing clients.IT Service Management StrategicAssessmentService Request and SupportAssessmentService Catalog AssessmentIT Asset ManagementAssessmentService Costing and ChargebackBMC Remedy OnDemandBMC Remedy OnDemand forPublic Sector, hosted by Dell, isa comprehensive, private cloudsolution that helps you reduceadministrative workload, lowerIT costs and protect sensitiveinformation.BMC RemedyforceBMC Remedyforce is an ITILcompliant, out-of-the-box, helpdesk solution that runs on theSalesforce.com platform.

Figure 1: Dell and BMC integrationsstrategy and tactics. Dell also has a broad reach with dozensof IT service management experts. Dell’s unique Expert Centerhelps organizations instill process discipline with ITIL, improveservice desk efficiency, transform the asset managementlifecycle, define service catalogs and SLAs, and determineservice costing/implement chargeback.ITSM: The Dell and BMC Way ForwardDell has the expertise to help you develop your ITSM solutionbecause we have first-hand experience in the benefits of theBMC Software portfolio. Dell was an early adopter of ITIL v3and implemented a BMC Remedy ITSM platform to streamlineservice desk operations including a single, global ServiceRequest Management system, which has improved quality ofservice for more than 105,000 end users.Our experience with BMC Remedy ITSM led to thedevelopment of a distinct set of services, designed to helpyou get the most out of re-architecting your IT. Dell drivesunparalleled flexibility in service ability, being the only4organization that can offer BMC’s IT Service Managementcapabilities, enabled through BMC Remedy, either on-premise,as a managed service, or as software as a service.The Dell-BMC comprehensive solutions portfolio helps ITdepartments: Build end-to-end infrastructure and capabilities Automate IT Service processes Improve decision-making and orchestrate workflow —across cloud, virtual, distributed and mainframe resourcesDell’s approach to ITSM, built on BMC Remedy ITSM, exists toovercome a range of pain points, including: Point tool use – lack of control, process, and reporting Inconsistent, manual processes Disjointed / fragmented service offerings Silos of data Uncontrolled service support cost growth