CUSTOMER SUCCESS: Pacific Life Makes Big Splash with BMC Software

Customer saved more than $1 million with BMC Remedy ITSM Suite
BSM platform saves significant time, increases IT efficiency

HOUSTON, February 1, 2010 – Pacific Life Insurance Company, one of the largest providers in North America, saved more than $1 million while dramatically improving service quality with BMC Software’s (NASDAQ: BMC) Business Service Management (BSM) platform.

As part of a major IT reorganization for the insurance and financial services firm, Pacific Life implemented the BMC Remedy IT Service Management (ITSM) Suite to handle incident, problem and change management in a shared service support model that includes network infrastructure, e-mail, and mainframe and application services. Over three years, Pacific Life’s Information Technology Services Group has saved $1.1 million and improved quality with minimal resource increases.

“BMC Remedy Service Desk has expedited the handling of cases by five to 10 minutes per ticket,” said James Thomas, director of service management. “With an average of 2,500 cases each month, we achieved a significant amount of time savings and were able to redeploy resources to other projects. In addition, we’re escalating issues and acknowledging alerts in about 10 minutes instead of an hour.”

Better service desk data also benefits engineers, who close cases faster, and auditors, who can access information directly instead of waiting for help desk staff to run time-consuming reports.

The BMC Remedy Service Desk solution also has helped Pacific Life increase the number of help desk alerts that are resolved on the first call. In 2008, the average number of requests resolved each month was 335. The number has increased to 510 this year, with no increase in resources. The company’s goal in 2009 was to resolve 22 percent of calls at Level 1. Through July, it had achieved 47 percent.

Pacific Life also has improved its auditing and compliance capabilities with BMC Remedy Change Management, which logs all changes and ensures that proper controls are in place. Similarly, BMC Event Manager enables Pacific Life to prioritize events that need immediate attention while delaying less important ones. When the company integrated Nortel telephony into BEM, the solution’s filter reduced the number of actionable events from 12,000 to about 700. Event correlation and de-duplication reduced the number of events requiring engineer attention from more than 1,000 per day to less than 60.

Underlying Pacific Life’s BSM plan for the future is the BMC Atrium CMDB. Now at the end of its first phase, Pacific Life’s goal is to capture asset information, map relationships among those assets and lay the foundation for service modeling, reporting and lifecycle management.

Business runs on IT. IT runs on BMC Software.

Business thrives when IT runs smarter, faster and stronger. That’s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended December 31, 2009, BMC revenue was approximately $1.90 billion.

Public Relations Contacts:

Bill Robbins
Phone: (512) 547-0921
bill_robbins2@bmc.com

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