Now this is really confusing!
Yesterday BMC Software announced that it is delivering “Revolutionary New IT Service Management Offerings.” According to the press release, each of BMC’s four major ITSM products has been upgraded to “enable organizations to transform their service desk into a flexible, proactive “genius bar” experience.” This is interesting (or confusing?), seeing that Apple has successfully highjacked the term “genius bar” and has turned the meaning into a physical facility that customers walk up to and get answers to all their questions. Surely not the ITSM direction.
The press release goes on to explain that:
“As a result of BMC’s transformative new approach to IT service delivery, IT organizations can transition quickly from a passive, infrastructure-oriented “support” function to one that delivers proactive, personalized enablement to today’s highly mobile workforce.”
To me, the announcement, leaves many unanswered questions:
- What happened to BMC’s other ITSM products? If these are the four “major” products, there are others, right? Actually, the total count varies between eight and eleven, depending on who is counting. What happens to the customers of the “minor” products? Free upgrade? If so, to which of the “major” products? For how long will the four “majors” retain their status?
- What criteria was used to select the four winners? Surely suitability to the “transformative new approach?” But, looking at the four products, this can’t be so. The history, basic design philosophies and underlying architectures could not be any different — from an eighties application development platform (Remedy ARS) to a Salesforce based SaaS solution.
- What products make up the minor products list and why did they miss the A list?
- When will the “cloud-washing” stop? BMC has a single SaaS offering, albeit it running on a 3rd party SaaS platform. All other products (the remaining three “majors” and all of the “minors”) are on-premise, with some having a hosted version of the exact same on-premise product, offered with a form of subscription pricing.
- What exactly has BMC delivered? I have read the press release a number of times and have searched the BMC website to try learning more. The closest I could find was this comment from Kia Behnia, BMC’s chief technology officer – “With these new ITSM releases, BMC has harnessed the power of social, mobile, analytics and cloud to leap over the heads of our competitors.” I somehow doubt this! Can BMC really afford to keep all of their ITSM products and ensure an ongoing positive experience for all customers? As Elliot Management noted in their recent assessment of BMC, operational improvements in R&D should include “Cost savings by off shoring and portfolio rationalization.” This makes total sense. Anyone who is familiar with what drives the performance of an enterprise software company knows that significant product consolidation after an extended period of aggressive acquisition is fundamental. Keeping, supporting and upgrading all acquired products is simply not good business — regardless of the power of the marketing message. Ultimately, customers will suffer — especially those that unknowingly end up with the “wrong” product.
At SAManage we eagerly await the next round of explanations from BMC. There must be more to come. In the interim we will continue to move customers to our modern, multi-tenant SaaS solution — the only App that we have and the one that gets all of our attention. We upgrade it weekly based on the needs of our customers. They love using SAManage.
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