CUSTOMER SUCCESS: Major Mortgage Lender Overhauls IT Service Management with BMC Software
HOUSTON, June 16, 2010 – When Bayview Financial Holdings needed a new IT service management (ITSM) platform to keep up with the fast-paced and volatile mortgage lending market, it turned to BMC Software (NASDAQ: BMC) and its partner, IT Prophets.
Together, BMC and IT Prophets completed an ITSM overhaul with BMC Service Desk Express solutions that streamlined processes and replaced Bayview’s previous help desk and change management tools, replacing a competitor’s offerings.
With BMC Service Desk Express, Bayview responds more quickly to change requests to its more than 140 business applications, helping it meet Statement of Auditing Standards No. 70 (SAS 70) requirements. Bayview also is working with IT Prophets to authorize change requests from nearly anywhere with BlackBerry devices.
“Everyone in IT has a BlackBerry,” said Bayview vice president of IT Global Services Emron Goolcharran. “So it’s been one of my goals for more than a year to enable people to use these mobile devices to perform a variety of tasks from wherever they happen to be. With BMC Service Desk Express, we’re able to check in and see what changes are waiting for authorization and immediately make the decision to approve or reject them.”
The BMC Service Desk Express solution is also helping Bayview reduce service desk call volumes by enabling customers to submit incidents and requests through a browser. Bayview employees also can submit service and purchase requests through a self-service portal, which can be approved remotely over BlackBerry devices. As a result, the number of calls that service desk agents handle has dropped dramatically. Moreover, troubleshooting and resolution are faster because incidents are assigned to the right people more quickly.
“To achieve ITSM success like we witnessed with Bayview, you must have a strong, cooperative team,” said Lew Karrh, IT Prophets senior account manager. “BMC Software, IT Prophets consultants, and the visionary IT management at Bayview all worked together effectively in meeting SAS 70 requirements and enabling mobility applications for the IT team.”
To read the full case study on Bayview’s use of Service Desk Express, click here.
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 March 31, 2010, BMC revenue was approximately $1.91 billion. Public Relations Contacts:
Bill Robbins
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2010 BMC Software, Inc. |
© Copyright 2005-2012 BMC Software, Inc. Use of this site signifies your acceptance of BMC's Terms of Use and Privacy Policy.
BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries.
BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries.
