University of Hong Kong Aligns IT Infrastructure Library® (ITIL®) Best Practices with BMC’s Remedy ITSM Suite
First tertiary institution in Hong Kong to implement full scale ITIL adoption using BMC Remedy IT Service Management Suite
HONG KONG, March 28, 2012 – BMC Software (NASDAQ: BMC), the recognized leader in Business Service Management (BSM), today announced the University of Hong Kong, the first tertiary institution in Hong Kong, has automated its incident, problem, knowledge and request fulfillment management processes with BMC Software’s Remedy IT Service Management Suite. The university has experienced better user satisfaction through self-service solutions that have increased operational efficiency and improved customer service quality. Additionally, the university has anticipated better IT incident response and resolution time, improved performance against Service Level Agreements (SLA’s) and reduced overall operational costs.
Previously, the University of Hong Kong utilized an in-house developed IT help desk that only provided basic functionality. As the university grew to more than 28,000 staff and students, the IT team struggled with the lack of an industry standard framework to cope with the complexities of supporting such a large organization. To address this issue, the University of Hong Kong sought a new automated solution from BMC Software, which could provide out-of-the-box ITIL®workflow automation to achieve greater process efficiency, effectively manage costs, achieve compliance and deliver superior service quality to its users.
“We selected the BMC Remedy IT Service Management Suite because of its superior combination of functionalities and price points,” said Geoffrey Dengate, director, Information Technology Services, the University of Hong Kong. “We immediately saw more standardization in our IT processes. For example, the improved support for a comprehensive range of ITIL processes and functions has enabled us to deliver better support for our staff and students in terms of IT incident management, as well as provided better visibility into our operational priorities. As an educational institution with a vision of providing the best in information and communication technology for teaching, learning, research and administration, we cannot compromise on quality, and BMC will continue to partner with us on this journey.”
The BMC Remedy IT Service Management Suite helped automate the university’s service management processes – from incident and configuration to change management - and assisted in pursuing its business goal of streamlining and enhancing IT service quality in supporting research and education. The implementation is planned as a four-phase migration of the university’s core service management processes. The second phase, which includes change and configuration management, has just been completed. Adopting a phased approach has resulted in seamless integration with minimized IT downtime and better visibility into incidents and issues while enabling sufficient time to refine processes to match its unique operational needs. In phase three and four, asset, lifecycle management and cloud computing will be assessed.
“As tertiary institutions move more of their curriculum online, large amounts of data are constantly moving through the system on a daily basis. Management of this information is critical and a robust, easy-to-manage IT infrastructure becomes even more important to business operations,” said Steve Su, country manager, greater China region, BMC Software. “The BMC Remedy IT Service Management Suite automates core IT processes and ensures security and stability while lowering costs. As a result, the University of Hong Kong has benefited from business-aligned IT service management and a better learning experience for staff and students.”
While BMC Software’s implementation was in progress, the university organized an ITILFoundation Training and Certification Program for its entire professional, administrative and clerical staff to provide a better understanding of the ITIL concepts and language. As a result of this training program, the university was awarded the Best Professional Development (ICT Professional) Gold Award and the Best Professional Development Grand Award at the prestigious 2011 Hong Kong Information and Communications Technology Awards.
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