CUSTOMER SUCCESS: i/o Data Centers Maintains Always-On Availability with BMC Software
HOUSTON, September 28, 2010 – Leading provider of colocation and data center services, i/o Data Centers (“i/o”) is using BMC Software’s (NASDAQ: BMC) Service Desk Express Suite to help maintain its commitment of being always-on during a time of phenomenal growth and heavy demand.
i/o is experiencing the growth companies crave. The speed of that growth required that the company examine its existing systems and processes to ensure that customer service levels remained high. To maintain service quality while supporting more customers, a larger infrastructure and growing staff, i/o implemented BMC’s Service Desk Express, a support automation tool that increases efficiency and improves service.
“Ours is very much a service-based business,” said Bill Slessman, chief operating officer at i/o. “Our service level objectives and responsiveness to customers are the characteristics that differentiate us from the competition.”
Supporting that service is complex. Account managers and operations and technical staff all need visibility into customer requests to ensure timely responses. Management needs insight into how customer requests are handled so they can improve efficiency. The company uses Service Desk Express to handle customer inquiries – from requests for technical assistance to inquiries about invoices. Handling these requests in the same system gives i/o a comprehensive view of each customer.
“The ability to spawn work orders is especially helpful not only for requests that involve multiple groups and multiple tasks, but also for multi-step business processes such as bringing on a new customer,” Slessman said. “When we on-board a new customer, we create an entry in Service Desk Express that generates work orders for every on-boarding activity, whether it involves executing the contract, installing the appropriate equipment and software, or completing quality assurance testing.”
To deliver to a 100 percent uptime Service Level Agreement, i/o relies on a proactive approach to customer service. The monitoring system tracks thousands of components and triggers alarms when a threshold has been reached. Because of i/o’s commitment to customer service, the company has very tight thresholds. The Service Desk Express tool helps prioritize alarms and allows i/o to refine its thresholds.
With the robust service management system in place, i/o now plans to focus on change management. BMC’s Service Desk Express Change Management solution offers ITIL®-compatible change processes out of the box, which will enable i/o to implement proven best-practice processes to cut costs and maintain an always-on data center operation.
“As we continue to grow, the change management solution will allow us to implement change more effectively, record approvals for historical purposes and simplify audits,” Slessman said. “With the progress we’ve made so far, I believe we are well prepared for the next audit cycle.”
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