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Ram Chakravarti , Chief Technology Officer at BMC Software all the bells and whistles but what are the top things that customers really want ? How can we make that experience really easy ? That ’ s how we focused on it . So it ’ s about usability which is a big part of what we do .
How do the latest developments allow businesses to deliver an improved employee and customer experience ?
then , in our automation business , where we have the industry-leading product , Control-M . Then , we deployed Helix Control-M , which is our SaaS version of Control-M , back in October 2020 . We ’ re doubling down on that to make it really comprehensive and it ’ s the only one of its kind automation solution .
With our Edge Computing Helix IoT and Edge Computing solution , there ’ s obviously SaaS components in there because you ’ ve got to integrate with a central compute , then you ’ ve got to provide for the endpoints or the Edge devices .
How can businesses better manage complex IT operations with your solutions and innovative developments ?
It ’ s very simple : you ’ ve got to minimise the complexity .
One area is simplification and making it more userfriendly . It ’ s no longer the era of green screens on the mainframe . Even the mainframe delivers a modern UX experience . So , that ’ s one step .
Then in the case of service management , we have conversational AI-based virtual assistants , complemented by knowledge management , so you don ’ t necessarily need a human on the other end of the spectrum on a chat or on the phone .
We can provide solutions and auto-remediation through these conversational AI-based virtual assistants and knowledge management systems that makes things a lot easier . And then with AIOps and Intelligent Automation , you want to ensure that the AI methods and algorithms we use on our solutions over time are trained and can provide recommendations and find correlations that instil a fair degree of confidence or the traditional solutions that users need .
So for a while , several years back we heard from customers saying the solutions are super scalable and super resilient , but that they ’ re pretty complex and not easy to use . So we ’ ve been unwavering in our focus in terms of demystifying the complexity and making it simple and intuitive . So we hired a UX leader from another organisation , we ’ ve been doing a whole bunch of things to make it a customer-centric design . Our solution can have
Then , you start going from the realm of ‘ OK , I need to take this step to do this ’ to saying , ‘ here ’ s a recommendation ’. And then the next step is , ‘ I noticed something ; let me act on it , and I think this creates a fair degree of confidence that will improve this . Let ’ s do that ’. So then it becomes predictive along the continuum to being fully autonomous . We ’ re a long way from getting there , but that ’ s what we strive for . p
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