• Major Customer Benefit:  Automation of Service Request Fulfillment Can Cut Operational Costs by 50 Percent or More, Drives Increase in Customer Service Satisfaction
• Industry First: BMC SRM’s Native Integration with BSM Runs Internal Service Organizations Like a Business

HOUSTON, April 9, 2007 – BMC Software (NYSE: BMC) today announced the availability of the new, industry-first integrated BMC Service Request Management solution with the potential to reduce service desk costs by at least 50 percent through the elimination of customer service desk calls and subsequent lost employee productivity.

Completely integrated into BMC’s Business Service Management (BSM), BMC’s Service Request Management solution is the only SRM solution available with native integration and back-office fulfillment, delivering an actionable service catalog that allows end users to see all available services, request them, and review the status online.

In addition to actual cost savings, the implementation of BMC SRM enables a customer’s service desk staff to shift their focus onto higher priority incidents and improve their efficiency. Cameron, a leading provider of flow equipment products, systems and services to worldwide oil, gas and process industries, is one of the early adopters and a new customer of BMC’s SRM. 

“Cameron’s IT management team is focused on providing value that impacts end users with simple, clear, and easy-to-use processes,” said Bill Hull, director of information technology, Cameron. “Effectively communicating these processes empowers an organization to collaborate and utilize scale of economies, especially at an enterprise level. SRM establishes a better, faster, and cheaper delivery of IT to the business.”

SRM consists of several components to maximize an organization’s ability to increase service desk efficiency. Through integrated self-service, SRM provides a single place for end users to browse the service catalog and make their own requests. With SRM’s service catalog, organizations have a central hub to maintain the operational information about available services and include descriptive information to assist in service selection.

The addition of SRM to an organization’s IT goes beyond service catalog management and empowers customers to focus on strategic initiatives—like advancing their BSM strategy or IT Infrastructure Library (ITIL®) framework—that truly impact the overall business.

Currently, support organizations have poor visibility into resource allocation for service fulfillment and quality, and difficulty aligning resources and costs to drive value back to the business. SRM transparently connects service requests to back-office fulfillment providers automating many of the tasks needed to ensure consistency in service delivery. SRM also provides organizations the opportunity to track and manage requests from entry to completion, ensuring effective management of demand, resources, and costs.

“Business visibility and compliance regulations are creating a business need for IT to provide the highest service quality at the lowest cost possible,” said Tom Bishop, chief technology officer, BMC Software. “As the only provider of Service Request Management aligned and integrated with BSM, BMC is focused on helping IT organizations improve productivity and enable strategic initiatives that impact the bottom line.”

BMC Software has provided leading enterprise solutions for more than 20 years. For more information about BMC’s SRM solution visit www.bmc.com. BMC Software’s SRM solution will be available beginning April 16.