CUSTOMER WIN: Major Australian Communications Provider Selects BMC Software to Streamline IT Processes and Improve Efficiency
SYDNEY, February 9, 2010
iVision, the leading Australian systems integrator of unified communications services and solutions, will deploy BMC Software’s (NASDAQ: BMC) Remedy IT Service Management (ITSM) Suite for its Managed Service customers.
A cornerstone component of BMC’s industry-leading Business Service Management platform, BMC’s ITSM will support iVision’s value-added helpdesk, maintenance and advanced managed services.
“We are establishing more and more true partnerships with our customers where they take advantage of our expertise to manage their unified communications solutions and improve service delivery to their end users,” said Graham Williams, Managing Director of iVision. “To support our expanding customer base for managed services, we required a robust and feature-rich IT service management platform to ensure first-class service and expedite the restoration of service should an incident occur.”
After a competitive tender, iVision selected the BMC Remedy ITSM Suite as its enterprise service management standard. The suite will enable iVision’s Managed Services team to ensure uptime for the end user and their unified communications solution. The ITSM Suite also makes sure that iVision is meeting the established and individual customer service level agreements.
iVision’s field service engineers will also be able to track service level performance, monitor system availability and approve change requests from their Blackberry mobile devices. Integrated with Aeroprise Mobility for BMC Remedy, iVision will provide frontline service engineers with the technology they need to resolve issues and requests faster for even better customer service.
With the implementation of both solutions, iVision will have an enterprise-level IT service management capability that meets the needs of its expanding customer base across Australia. This includes iSOFT, Queensland TAFE, the Grampian Area Health Network Alliance and Ergon Energy. The new platform will improve on the existing managed services offered as well as enable iVision to provide the value-added managed services their customers are now requiring.
“This was a very competitive tender, but ultimately BMC and Aeroprise gave us a fully integrated service management platform to speed the delivery of our services and improve service quality,” said Williams. “The out-of-the-box integration and mobile capability make customer support, change, asset and request management a much smoother process.”
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 organisations in the world rely on BMC Software across both distributed and mainframe environments. Recognised as the leader in Business Service Management, BMC provides a comprehensive and unified platform that helps IT organisations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended December 31, 2009, BMC revenue was approximately $1.90 billion. Visit www.bmc.com for more information.
About iVision – www.ivision.com.au
iVision is the leading Australian systems integrator providing Unified Communications (UC) solutions. The company has unparalleled capability in visual communications and supports the audiovisual integration required for video conferencing solutions. The company also has strengths and experience in core networking and IP telephony. Although product and technology are important for a UC solution, iVision leads with services designed to support organisations with their initial and ongoing UC requirements. iVision’s range of services include Consultation and Design, Implementation and Integration, Managed Services, Hosted Services, and Usage and Adoption Services. iVision customers include Ergon Energy, Google, iSOFT, Monash University, Pfizer and Queensland Tafe.