As a market leader in the IT service Management space for more than a decade, BMC has thousands of customers that have selected our solutions to help them better manage their IT infrastructure and build the bridge between IT and the business. In this new installment on ITSMtoday I will be covering examples on how are customers are utilizing BMC’s Remedy ITSM solutions to achieve true value realization and share their winning formula with you.
The first customer we wanted to highlight is Wood Group Information Solutions (WGIS), the external IT service Provider of international energy services company John Wood Group. Established in 2009 with the charter to take over the operation and management of its IT service desk for 30 existing clients, WGIS didn’t have an existing computing infrastructure in place which represented a challenge in proving IT Support!
Frederic Drouin, General Manager of WGIS, knew from the onset that his best option to provide his clients with a service management solution inside 6 months was to look to the cloud. “I wanted the tool set to be cloud-based with pre-defined process we could leverage Drouin explained which played well into BMC’s Remedy onDemand offering.
The decision to use BMC Remedy OnDemand was made in August 2010 and the implementation was completed as scheduled on 31 December 2010. The first client started using the service desk on 4 January 2011. “That was our target all along,” said Drouin.
The cloud version of BMC Remedy integrates ITIL processes with the service desk, and incident, problem, change, release, asset, service request and service level management. It allows service desk teams to efficiently resolve business critical incidents, reduce risk and enforce service level agreements (SLAs). Since the solution is supplied as a service the user does not have to provide or maintain supporting infrastructure.
According to Drouin the rapid deployment further validated his decision to move to the cloud, and WGIS’s costs have been significantly lower than they would have been had it been necessary to buy and maintain an in-house platform for the system. The SaaS solution also provides Drouin with the compelling ability to quickly expand thanks to the inherent elasticity of cloud solutions, allowing WGIS to wheel in more capacity when needed.
The BMC Remedy onDemand solution also allowed WGIS to replace the patchwork quilt of spreadsheets and open source tools that its staff had been using to manage their projects with the BMC Remedy suite, injecting more rigour into the process and improving the transparency of its internal operations.
“We now have much greater consistency of service, more transparent and efficient reporting and we are meeting our commercial SLAs,” Drouin said, adding that the cloud solution is routinely delivering efficiency improvements of 15-20 per cent.
“Hosted software is a good fit for our business model. BMC Remedy OnDemand allowed us to economically and quickly set up a service desk to meet our customers’ needs. It helps our service desk team to work efficiently and has played a part in meeting our service level agreements,” Drouin said.
A clear measure of success is the fact that WGIS was able to extend its service desk offering to an additional three clients in its first three months of operations.