Predictions Series 2022: AiThority Interview with Margaret Lee, GM and SVP, Digital Service and Operations Management at BMC Software

Predictions Series 2022: AiThority Interview with Margaret Lee, GM and SVP, Digital Service and Operations Management at BMC Software

Please tell us about your role at BMC Software. How did you come to BMC Software?

As Senior Vice President and General Manager of Digital Service Management and Operations for BMC, I am responsible for the full suite of BMC Helix solutions for IT Service Management and IT Operations Management. Prior to joining BMC, I was Managing Director of Mapbox, a SaaS platform for mapping, location data and navigation, supporting a variety of consumer and enterprise applications.

What kind of challenges have you faced during the pandemic and how have you stayed on top of your game?

As a business, the realities of COVID-19 have forced organizations to adapt and evolve to meet changes in people, technology, data, devices, and an ever-expanding network. It challenged us to create a new normal for organizations, where every company is rapidly becoming a technology-driven company with a data-driven culture. We have learned that strong leadership in times of adversity ensures a rewarding employee experience and provides personal and professional support to our greatest asset, our people. We rely on strong leaders to communicate critical updates, facilitate collaboration, and obtain employee feedback to improve technologies and automation. They are encouraged to increase training and development opportunities for their teams, so that they remain efficient, effective, collaborative and creative. We also learned the importance of proactive communication with partners and customers, especially when face-to-face interaction was limited or non-existent.

Finally, like every other organization around the world, operational and IT agility has proven to be a primary enabler or liability for the business. Our business was built to be agile and responsive, and we’ve learned that this preparation and mindset has enabled us to make data-driven decisions that have supported business continuity and kept our customers front and center. For every business decision made, we consider how it supports and enhances our ability to anticipate and adapt to customer needs, market changes and global issues.

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Can you tell us how you define sustainable IT and AIOps innovation at BMC Software?

BMC Software believes that AIOps can help IT operations lead their company’s evolution into an empowered digital enterprise by embracing intelligent systems and technology across all facets of the business. ITOps teams face a dramatic increase in operational data volumes, increased complexity in IT environments, and high demand for manual operational tasks. AIOps can help by applying intelligence, machine learning, and advanced analytics to monitoring, resource planning, and automation. It helps ITOps teams reduce alarm noise, find root causes faster, reduce MTTR, and meet the stringent SLAs that today’s users expect.

When it comes to sustainability, IT companies should think of sustainability as making decisions based on your business ethics and responsibility, from your environmental footprint to your global business practices. For example, in software development, sustainability considers eco-design principles, such as leveraging modern agile software methodologies and a focus on modular code and code reuse for cloud offerings. and software as a service (SaaS). Software ownership, which includes development, operation, and maintenance costs, also provides opportunities for improvement through automation. Automating testing, maintenance, and continuous deployment processes can help organizations achieve better sustainability by reducing energy consumption.

Do you think CIOs should pay more attention to the role of AI and ML for IT automation? How do you bring these capabilities together at BMC Software?

AI and ML play a vital role in IT automation. With ML-driven IT operations, businesses can gain insights from ever-increasing data to drive cost and efficiencies. Businesses can use AI and ML-based alert noise reduction, root cause analysis, and predictive recommendations to ensure service performance, optimization, and automation. At BMC, we bring these capabilities together in several ways, including through AIOps. BMC’s AIOps solutions apply machine learning and predictive capabilities across IT operations and DevOps environments for enterprise-scale real-time observability, insights, and automated remediation. With this, BMC can provide visibility and generate proactive insights across the entire application fabric, from cloud to data center to mainframe.

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We are seeing a rampant attack on the IT infrastructure, and they are barely stopping. What should CIOs and CISOs do to prevent attackers from dropping databases?

Security assessments are becoming increasingly critical as organizations are tasked with securing an increasingly complex and expanding attack surface. To manage this workload and better prevent attacks, successful organizations are investing in SecOps automation solutions to dramatically improve the performance and prioritization of their limited human capital. It is not enough to know that there is a vulnerability. Tools that provide criticality and business insights allow SecOps teams to prioritize efforts and further reduce organizational risk beyond a standard security assessment.

What are the two macro-trends in computing and AI innovation that would influence your business/market in 2023?

The focus on data in an organization is one of the macro trends in IT. Statista reports that each person creates 97 zettabytes of data by the end of this calendar year. This creates immense opportunity if we can capture it, analyze it, and apply it through the use of AI for better business results.

But companies can’t deliver digital experiences on the front end without also having the right tools and processes in place to digitally transform the back end. In 2023, adoption of AIOps capabilities will increase as barriers to implementation decrease and organizations see clearer value from their investments. AIOps will enable IT operations to support increasingly digital businesses by intelligently analyzing large volumes of data, learning system behaviors and automatically recommending actions both proactively to prevent system outages. system and faster problem resolution. As a result, enterprises can adopt new application architectures and increasingly complex hybrid ecosystems while ensuring that IT operations keep pace with business needs and changing customer demands. This enables excellent customer and employee experiences for engagement systems and check-in system environments.

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Share a piece of advice for every decision-maker looking to invest in AUTOMATION and AI platforms in 2023?

IT automation uses AI and machine learning to enable data-driven business decisions, improve quality, reduce unnecessary manual labor, empower employees, and optimize IT resources. I would advise any IT decision maker to make sure they are using enterprise software that will help them run efficiently and at scale, free employees from mundane tasks, reduce costs and improve performance. interaction with customers.

Thank you, Margaret! It was fun and we hope to see you again soon on

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