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Interview: On the perks and practices of BMC solutions implementation

In this interview with Mario Marjanovic, BMC Software Consultant and Technical Lead at our Belgrade office, we talked about BMC IT Service Management solutions, the industries that can take and make the most of them, what are the most important components of a successful management system and where does Seavus fit in this picture. We would like to use this opportunity to congratulate him on his 4 years tenure in Seavus and we wish him further professional and growth with us.

Mario, you’ve recently attended a BMC conference in Sweden. What are your impressions?

Overall, the conference was great, especially for technical people. There were few technical labs where we were introduced with new BMC products, such as Helix, their Cloud solution. It was a great opportunity for networking with people from the Nordic region. We made the first contact with potential customers and we were working on taking our partnership with BMC to a whole new level. We also arranged some meetings in Denmark in order to strengthen our relationship with current customers.

It was also great to meet old colleagues with whom I have collaborated before and exchange contacts and experiences. Such conferences are crucial for the BMC community which is not that big when compared to, let’s say Microsoft technologies. Currently, we have more than eight years of experience with BMC products and a solution-provider partnership that has been going on for two years now.

 

BMC is a cutting-edge company with IT Service Management solutions for any size businesses. What are their solutions and how are they applicable to all sizes?

Indeed, BMC is well known as an IT Service Management company but they also produce many other solutions such as Data Center Automation, Cloud Computing Management, Virtualization Lifecycle etc. Their most popular product is probably the BMC Remedy which is mainly implemented as an enterprise-wide solution. It is a truly powerful solution that contains many modules which are integrated out of the box. Their solution is based on Java technologies and built of many engines and plugins which deliver many powerful functionalities. It is scalable so it can be also implemented for smaller and middle-sized companies.

What differentiates BMC products from the crowd is that they are innovative, customizable, easy to implement and deploy. In the last decade, BMC has become leaders in innovation by following the latest modern technologies and their implications. Their solutions offer a custom setup according to the business’ needs of a company. If we take a look at the numbers, BMC has 92 out of the top 100 companies according to the Forbes Global list of annual revenue as clients, and such numbers are really impressive. Not to mention that 80% of all Telco companies worldwide use at least one BMC products.

 

Who can benefit from their solutions and in what ways?

Despite Telco companies, Banks and Insurance companies often use BMC products because they find them reliable and secure. Basically, any company that wants to automate part of its processes, to cut down on operational costs, improve business processes on a daily level and create a user-friendly interface are a potential BMC client. The BMC customer list has companies from all industries. Many of them are big employers with 10,000+ employees in the US market and worldwide. In the last 10 years on the US and European market, they have more and more middle and small companies as clients. This is a result of ITIL implementation and digital transformation process. This wave will continue more and more in the future period taking into consideration new trends of cloudification and AI.

I have also met some people from medical industries that want to improve their medical equipment monitoring or improve the relationship between the medical staff and their patients. You can also find BMC application in the military domain. If I tell you that the CIA and FBI are using BMC solutions then you can imagine with what kind of sensitive data they are dealing with and the level of security and reliability of the BMC database. 

 

What does Seavus offer as BMC ITSM services?

Seavus can help in many ways: consulting, administration, maintenance, integration and migration, support, and traditional and agile project management – basically everything that a company could make good use of. As BMC partners, we could resell licenses, conduct license maintenance, support and provide official education courses about different BMC products for managers, developers and administrators. If we talk about introducing solutions from scratch, we offer business analysis, installation and configuration, total architecture planning, propose solutions and provide a proof of concept study if needed.

We can also organize workshops or present case studies. From a technical aspect, we offer everything from preparing environments for installation, license model investigation, integrations with 3rd party systems (using custom APIs, web services or DB connectors), upgrades, custom development, i.e. fulfilling all custom functionalities that a company needs. We use our experience in the field and the world’s best practices to provide our clients with quality consultancy services as well. Currently, there are 15 BMC consultants in Seavus on different certification levels: certified professionals, accredited administrators, and accredited developers. All consultants are ITIL v3 certified. Having certified experts is very important to us because it is what makes us reliable and trustworthy partners. We have strong connections with vendors and invest in official certifications and this is a strong benefit and advantage for the company.

 

From your experience, what are the most important elements that make a successful IT service management system?

I would say that there are 3 main factors that influence this.

Primarily: good business analysis. This is one of the most important aspects since there are many companies who think that a simple service management system installation would solve all their problems. In reality, it is not that simple. Companies should have a clear vision and know what they want to improve. Cost-efficiency is not and it should not be the only reason for choosing a certain IT service management system.

Second element: expertise. Regardless whether the expertise is internal (experts within the company) or external (outsourcing consultancy company, like Seavus) – experience and skills build a win-win combination when combined with a visionary partner.

Last but not least, I would say: continuity. Never stop when the first problem occurs. This means that if you want to improve you need to invest. And there are no improvements without any costs. Creating a system that works on the long-run is a skill in itself, but I believe that these three elements are the crucial pillars on which a successful solution should be built on.

 

And finally, what is the single most important criterion when choosing a reliable platform?

If we talk about Seavus as a company that can implement a reliable BMC platform, then we can talk about two aspects: the quality of the BMC solution and the quality of the Seavus team that will implement that solution. BMC is a world leader in IT service management domain and has a long tradition in providing successful and innovative business solutions.

Regarding implementation, it is important to collaborate with an experienced team like the one we have at Seavus and to cultivate a healthy relationship from which everyone will benefit. It is important for companies to choose a reliable, agile and responsive team that will provide a high-quality service. The fact that we have been working with some of our clients for more than a decade is proof by itself. In the end, the win-win combination is to choose a proven vendor with a proven implementation. To conclude, we always try to maintain a high-level delivery and have a proactive approach towards our clients’ needs.


Click here to read more about the BMC ITSM services that Seavus offers.