Drive Innovation and Business Growth
A Companion Guide to the Forrester Study,
“The Total Economic Impact™ Of BMC Helix”
Welcome!
We’ve created this interactive companion guide to help you fully understand the benefits realized by organizations that adopted BMC Helix including:
BMC recently commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to gain a better understanding of the value that businesses achieve after transitioning to BMC Helix. Over the course of three years, Forrester interviewed 11 BMC Helix customers to see what challenges they needed to address and how BMC Helix helped overcome them. The resulting 48-page study is methodically rigorous and provides comprehensive results, analysis, and conclusions.
Why interviewees sought to change their approach to enterprise service delivery
Why they ultimately chose BMC Helix
How they used it
What value they derived from it
You will certainly recognize aspects of your own organization among the 11 interviewed customers: the challenges they faced and the solutions they sought. The goal of this guide is to help answer this essential question: “What can BMC Helix do for me?”
Create your own Total Economic Impact™ projection based on your organization’s attributes with our calculator.
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NAVIGATION
Charting a Course to Service Excellence
INTRODUCTION:
What Drove These Businesses to Seek Change?
PHASE 1:
Modernizing Service Delivery
PHASE 2:
Integrating Intelligence Into Service
PHASE 3:
Accelerating and Optimizing DevOps
In Conclusion
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Market Drivers
Service Desk Automation
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With the rapid rise of new technology and a growing focus on employee experience, many organizations are finding their traditional service desks failing to meet demand. The 11 interviewed by Forrester struggled with excess service desk staffing costs even as performance and productivity faltered. Service desk staff spent too much time dealing with low-priority tasks, such as password resets, leaving less time to handle more complex issues. Employees, meanwhile, had to wait on hold or for an email response to get their problems addressed, creating friction and frustration. Meanwhile, their DevOps teams were hindered by manual data entry and cumbersome testing, which slowed time-to-market for critical innovations.
“We are resource-constrained, so automating processes behind the scenes is very appealing. We need to be able to cut across decentralized environments to integrate systems to speak to each other and pass tickets without the end user seeing any difference.”
— Assistant director of service management, education
Investment Goals
The organizations interviewed for the Forrester TEI study sought not only to alleviate these issues, but also to achieve these common goals:
Reduce costs
Shift-left IT resources
Accelerate the business
Enable flexibility, scale, and modernization
Enhance the user experience
Enhance the user experience by consolidating service and information into a central portal for IT and enterprise services with extensive knowledge bases and tools, such as virtual chatbots, automation, and process improvements to fulfill requests faster and more easily.
Reduce costs by implementing automation, cataloging, and discovery to map interdependencies, reduce issues, and streamline remediation.
Shift-left IT resources for added business value and improved employee experience by freeing up IT agents and operations employees to focus on more complex work or innovations that generate business value.
Accelerate the business with faster, smoother service delivery as well as orchestration and third-party integrations to reduce friction between IT governance and DevOps speed.
Enable flexibility, scale, and modernization with cloud benefits, such as simplified management and regular updates, while gaining capabilities to monitor, manage, streamline, and orchestrate the IT estate.
In their study, Forrester finds that the accelerating pace of change requires enterprises to react with greater speed and agility than ever before—a trend that hit the gas pedal during the COVID-19 pandemic. Organizations know they must enable remote work while continuing to ensure the accessibility, dependability, compliance, and security of their systems while also controlling costs. Forrester concludes that autonomous and digital systems are key to ensuring business continuity, reducing risk, and driving growth—but they must be deployed in service of employees.
The study suggests that companies can do this by:
Breaking down silos in the interest of customer and employee experiences.
Holding employee productivity as a sacrosanct.
According to the Forrester study:
“The future must be fast, agile, and cloud-native—with employee speed and effectiveness at the center.”
Forrester conducted a multiphase analysis of the capabilities, use cases, and resulting ROI of investing in BMC Helix.
Being strongly data- and insights-driven.
Prizing speed over perfection.
Prior to deploying BMC Helix, the Forrester interviewees typically used traditional solutions for their service management. These organizations wanted to replace legacy applications with an easily scalable solution to meet the demands of their growing business—without a significant investment of time and resources to implement and maintain. Respondents also sought a centralized ticketing system to facilitate prioritizing and routing service requests. They were also looking for a mobile-friendly solution so end users and service desk agents could make and resolve requests wherever they found themselves. At the same time, they wanted a system that could leverage artificial intelligence and automation for maximum impact.
MODERNIZING SERVICE DELIVERY
“The key driver [for our investment in BMC Helix] is the customer service experience. Reducing errors or saving time is a side benefit, we’re not using that as the primary prioritization. What we’re looking at is finding the best way to improve the experience and connect the user for fulfillment as efficiently as possible.”
— Director of service management, education
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STUDY RESULTS:
Benefits of Modernization
Enhanced end-user experience
Stronger knowledge enables better self-service
[CEROS OBJECT]Shift-left of skilled IT resources
Smarter decision-making with reporting insights
“We used to track IT KPIs with manual data entry, calculations, and creation of slide decks. It took about three days to make a report of KPIs. With [BMC Helix], it only takes five minutes, and the data is live.” — Senior director of IT infrastructure and operations, telco
"BMC Helix has enabled the shift-left ITIL strategy to avoid wasting highly paid, highly skilled resources on everyday issues.” — Director of ESM and IT operations, e-commerce
Shift-left of skilled IT resources
At a North American telco, users previously waited 15 to 30 minutes for an answer. Now, they can get what they need within 30 seconds.
“We had an antiquated help desk with fragmented knowledge management and online chat. We needed to identify vulnerabilities and wasted spending.” — Director of ESM and IT operations, e-commerce
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“Some users prefer to use the knowledge base, some prefer to use the chatbot, some prefer to use the forms in our portal, some prefer to live chat, some prefer to call, and some prefer to email. What matters is we give them the options they want with a good, centralized user experience. It doesn't matter how the request comes in because we can efficiently manage the requests as they come in with BMC.”
— Director of ESM and IT operations, e-commerce
Forrester found that once the interviewees established a strong core baseline service foundation, they then explored how to add intelligent service to:
INTEGRATING INTELLIGENCE INTO SERVICE
Deliver compelling customer service experiences despite the ever-growing volume of tickets
Empower the entire enterprise with self-sufficiency
Provide a scalable and flexible foundation for future expansion and growth
By empowering users with consolidated, easy-to-navigate, clear, and robust self-service resources, the study respondents were able to reduce service desk costs and resources while enhancing end-user productivity and experience.
“Our customer base has grown while support requests have decreased by 30% due to launching more self-services and developing solutions that are more intuitive to use by the user.”
— Associate director of IT service delivery, education
Benefits of Intelligent Self-Service
Greater end-user productivity
Greater service-desk productivity
Reduced service desk costs by deflecting tickets
An education organization's associate director of IT service delivery described the benefit of self-service: "We've decreased turnaround time and empowered end users to help themselves to the services they want on their schedule - not just during our IT operating hours."
“We’ve been able to reallocate 17% of our agents to proactive problem management over the last three years.” — Associate director of IT service delivery, education
A global telco slashed IT ticket volume by 40%, with half of its savings generated by its self-help knowledge base and the other half by automation and a chatbot.
The Forrester study showed that by automating service fulfillment, respondents saved time and improved experience for both service desk agents and end users.
“BMC Helix is so important because it’s in the middle of everything: ticketing, service requests, orchestration, automation, self-service, portals, integrations, and even self-healing that we deployed during the pandemic. The costs of BMC Helix are easily offset by the savings.”
— Senior director of IT infrastructure and operations, telco
Accelerated resolution speed
Improved SLA monitoring and compliance
Cost savings
A North American telco boosted first-call resolution from 75% to 92% with better routing while boosting agent productivity.
A professional services company went from meeting SLAs 75%-80% of the time to more than 90% in just six months.
A global telco reduced annual IT run rate costs for its service management platform by 49%.
Benefits of Service Desk Automation
Intelligent Self-Service
To succeed in the modern digital economy, companies need to increase delivering compelling innovations at DevOps speed and agility without compromising IT governance. The Forrester study revealed the quantifiable benefits that respondents experienced by eliminating manual data entry across systems and cumbersome testing. This freed DevOps teams to release as quickly, frequently, and confidently as the organizations need.
“We would spend months with many resources busy on the upgrade cycle. Now, employees can spend 52 weeks per year on enhancing and optimizing the system without the distraction of upgrades and administration.”
— Director of IT operations and support, retail
DevOps efficiency
Increased velocity and higher quality with automation and orchestration to reduce time spent per DevOps change.
Increased velocity and higher quality
Accelerated time to value
Improved user experience
Benefits of DevOps Optimization
A North American telco orchestrated testing protocols, reducing key release tasks from five days to one hour.
With reduced swivel-chair manual entry and management, a telco’s developers and IT engineers saved time and enjoyed a better employee experience.
DevOps efficiency to innovate with speed and agility without manual processes for governance, compliance, and security.
Conclusion
As we’ve seen, the Forrester study found that respondents chose many paths on their journey to intelligent service and operations management with three common, distinct phases in their evolution that led them to address their primary challenges:
MODERNIZING Just by migrating to BMC Helix, the Forrester study participants saw immediate improvements in user experience, better knowledge sharing, smarter decision-making, and a shift-left of IT resources toward solving more complex and strategic problems.
INTEGRATING INTELLIGENCE INTO THE SERVICE DESK With a modern foundation of consolidated services, improved self-service, and a comprehensive knowledge base in place, the study found that when respondents added BMC Helix’s AI-driven tools, such as chatbots and service desk automation, they reaped even more efficiencies and savings.
ACCELERATING AND OPTIMIZING DEVOPS When Forrester examined the effect on DevOps, it found that leveraging BMC Helix allowed teams to release more quickly, more frequently, and with greater confidence.
“[BMC Helix] provides the first single, shared-services platform across functions and geographies for our organization. We used to have many teams that didn’t even have a way for people to reach out for support, and we had multiple other help desks in different regions. Now, we have global reporting for all our tasks such as IT, HR, payroll, and more.... With the [BMC Helix Chatbot] built on IBM Watson, BMC offered one platform that could be used across the entire shared services team. The additional capabilities that [BMC Helix] brings with every release has made it a good choice.”
— VP of enterprise applications, professional services
The Forrester study of BMC Helix customers tells a compelling story: Your organization can save time, resources, and money while improving efficiency, productivity, and user experiences with BMC Helix while also providing a flexible, scalable foundation for future innovation.
Our recent webinar with guest speaker Benjamin Brown, Principal Consultant, Total Economic Impact, Forrester Consulting, provides an in-depth analysis of the findings.
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