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Customer Win: Australian Communications Leader Grabs More Growth with BMC Software

Thu, 1 Nov 2012 12:06:52 EST

New BMC Remedy ITSM 8 transforms customer service, empowers employees

SYDNEY, Australia – Leading communications service provider iiNet has selected BMC Software's (NASDAQ: BMC) Remedy IT Service Management 8 after a robust competitive review. The company supports more than 1.7 million broadband, telephony and Internet Protocol TV (IPTV) services across Australia.

BMC's single integrated Remedy ITSM 8 platform provides significant out-of-the-box capability, requiring minimum customisation. This will enable iiNet to enhance its customer service systems, as well as develop new offerings for initiatives such as the National Broadband Network.

'iiNet chose BMC Remedy as the unified solution because of its ability to support an extensible and flexible model for integration of non-ITIL® processes and existing systems,' said Craig Nicol, iiNet's operations centre manager.

Nicol continued, "iiNet's strong focus on incident, problem and change management processes has led us to partner with BMC Software. The new software will allow further operating efficiencies and help to make customer support, change management, asset management and request management even more integrated.'

The solution will allow the company to support its fast growing operations and opens the door for future strategic initiatives such as a self-service portal and mobility for business customers, which will help enhance iiNet's portfolio offering. The BMC Remedy IT Service Management Suite will integrate with the monitoring of iiNet's critical customer business applications, and allow for standardisation across iiNet's business acquisitions to maintain a high level of customer service.

The BMC Remedy IT Service Management Suite 8.0 will be a springboard for iiNet's IT division to rapidly and repeatedly onboard the company's acquired assets (businesses such as TransACT and Internode) onto a unified set of processes and tools.

For the first phase of the implementation, BMC Services is rapidly deploying a single Remedy instance for one of iiNet's recent acquisitions. The implementation will be paired with a BMC education-led approach to build a Remedy Centre of Excellence within iiNet to enable the company to become self-sufficient in deploying the platform more broadly across all its business units.

For more information, please visit:

• BMC Business Service Management
• BMC Remedy ITSM Suite 8.0
• Follow the On the Mark blog
• BMC Global Services and BMC Education Services
• Follow @bmcsoftware and @ITSM_Guy on Twitter


Business runs better when IT runs at its best.

Tens of thousands of IT organizations around the world -- from small and mid-market businesses to the Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Business Service Management and Cloud Management offerings. For the four fiscal quarters ended September 30, 2012, BMC revenue was approximately $2.2 billion. www.bmc.com


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 2012 BMC Software, Inc.

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC.


Source: WebWire



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