Sun International. Customer Success Story. Sun International

Size: px
Start display at page:

Download "Sun International. Customer Success Story. Sun International"

Transcription

1 Sun International Customer Success Story Industry: Hospitality and Gaming Geography: South Africa BMC Solutions: BMC Remedy Service Desk Before No individual accountability for guest requests or problems No ability to track guest requests to Housekeeping, Maintenance, Security and Food & Beverage departments Slow responses to guest requests No ability to analyze trends such as real time productivity or recurring issues No ability to measure guest satisfaction Service desk functions not aligned to business drivers After Individual accountability and responsibility All guest requests now tracked, managed, and responded to efficiently Increased speed of response and SLA times now adhered to Analysis of trends now possible enabling workforce management and cost savings Increased guest satisfaction Service desk functions now aligned to business drivers Sun International Sun International invests in, develops and manages businesses in the hotel, resort and gaming industries. Best known for its Sun City resort in the north-west province of South Africa, Sun International currently runs 24 resorts, luxury hotels and casinos across eight countries, the majority of which are in Southern Africa, where it has a 42.5% share of the gaming market. Recently the company branched out to Nigeria in West Africa and to Chile in South America. Sun International currently employs around 8,000 staff and in FY2012 turned over 9.5Billion Rand (1.6 billion US). The company is managed by Sun International Management Ltd, a management company which overseas operations throughout the world. Insourcing the service desk Not surprisingly the management and operation of high-class hotels and resorts relies strongly on a robust and flexible IT Service Desk. In the past Sun International used an outsourced service desk running HP OpenView but in 2010 it decided to investigate whether it should carry on outsourcing with their current vendor, outsource with another vendor or insource control of the service desk to within the organization and use its own staff to run it. Following a stringent business analysis it decided on the latter and, after comparing solutions from a range of vendors, selected BMC s Remedy Service Desk solution. This was implemented by BMC s African implementation partner, Gijima. In 2012 Sun International took the decision to expand the remit of the BMC Remedy Service Desk to log, track and manage business calls, such as those made by resort guests to a hotel s Housekeeping, Maintenance, Food and Beverage or Security departments. Following a successful trial of this specific use of Remedy at Sun International s flagship Table Bay Hotel, the company has now already rolled the solution out to more than three quarters of the resorts in its portfolio.

2 Why BMC Before selecting BMC as its solution provider, Sun International undertook a comprehensive Request for Information in order to investigate the range of software solutions available to it. This RFI had a dual purpose benefit as at that time we were still investigating whether to outsource to another vendor, or insource our IT services, says Dave Norman. We decided to insource and then on the closed Request for Bids we received proposals from the likes of CA Unicenter, Microsoft, Tivoli, HP and of course BMC. BMC Remedy combined with our implementation partner s knowledge proved to be the best solution. So from a partner, technical and pricing perspective BMC Remedy was the one. - Dave Norman, Group IT Services Manager, Sun International Management Ltd Sun International selected BMC for two reasons: One was that our integration partner in South Africa, Gijima, runs BMC software which helps a lot. Then, from an integration perspective, we already had several tools that we wanted to seamlessly integrate into the service desk, for example Microsoft s configuration management system, and a Contact Center that is used by our IT service desk as well as by our Central Reservations department for the whole group. After analysis we realized that BMC Remedy, combined with Gijima s knowledge and experience, proved to be the best solution. So from a partner, technical and pricing perspective BMC Remedy was the one. Implementation The initial implementation of BMC Remedy Service Desk was undertaken by Gijima, BMC s South African IT implementation partner, which has built its reputation as a full service IT provider to a client base of large technology users in both the public and private sectors. The original implementation took place in record time, over just six months, with Sun International s guest services solution being added in May This implementation was also rapid: from the initial engagement to completion took just six weeks. We were really pleased with the speed of implementation, which is always a concern, said Dave Norman. For this project to be up and running after just six weeks is a great benefit to our business. IT enabling business The functional areas of BMC s Remedy Service Desk include Service Request, Incident, Problem, Change Management as well as Software Asset and Configuration Management. Dave Norman, Group IT Services Manager at Sun International Management Ltd, who has responsibility for BMC Remedy, explains how using IT to support specific aspects of Sun International s business came about. Last year in a discussion with my CIO and various partners we discussed expanding the use of BMC Remedy to log business related calls in order to enable us to provide better and more efficient guest services. After all, we had already bought the solution, we had the licenses, we owned the software and we understood it really well. So it was quite a logical decision to expand into using Remedy to log business calls. The whole implementation of service request management really started with us creating a menu structure within Remedy to enable our businesses to log those calls. To manage the project Sun International established a Hotel Project Team, with individual areas of responsibility, to work closely with the IT Service Management team at the company s head office in Johannesburg. A vital part of the project was identifying request categories, with an emphasis on guest expectations and business objectives. These included establishing the following: The most frequent operational demands for each department from a service delivery perspective The most important expectations from guests and other departments in terms of service delivery and productivity Which benchmarks each department needed to assess in order to identify the above

3 Once this information was identified it was then documented into a Service Catalog and implemented in the development system. The service request management solution was piloted in May 2012 at Sun International s flagship Table Bay Hotel in Cape Town, South Africa, with the first operational areas brought into the system being the hotel s Housekeeping and Maintenance departments. The initial pilot showed considerable benefits to both Sun International and its guests and as a result it was then expanded to the hotel s Security and Food and Beverage departments. Practical benefits Dave Norman explains the practical benefits of using BMC Remedy in this way. Calls into the Table Bay Maintenance department were written into a hardback book, which obviously wasn t ideal as there was no tracking, no root cause analysis, no trending, and no time keeping. At that stage if a call came into the department a Maintenance person would be paged to attend to a call. They would then have to locate a phone, call in to find out what the issue was and then go and fix the problem. With BMC Remedy now in place as soon as a call comes in, it is logged in Remedy, allocated to the relevant person who is then automatically sent an SMS to their cellphone or mobile device outlining the work. As a result the response time to guest requests has increased dramatically and work is not being lost or misplaced. We can now track when jobs are done, how quickly they are done, and that means we are far more efficient and cost effective as a business, with the obvious benefit of keeping our guests happy too. - Dave Norman, Group IT Services Manager, Sun International Management Ltd We also track when jobs are done, how quickly they are done, and that means we are far more efficient and cost effective as a business, with the obvious benefit of keeping our guests happy too, adds Dave. And from a guest perspective we can give them a specific time in which their request will be actioned, which is vital. For example, 98% housekeeping tickets are resolved the same day according to the data in BMC Remedy, giving both the help desk and the business a clear picture of departmental performance. The BMC Remedy solution provides: Unit specific incident categorization with integrated, ITIL based incident management and change management applications for repetitive tasks Business awareness of service desk functions Seamless integration with other service management solutions e.g. changes, tasks, service level timelines and a reporting database Simplified interfaces for rapid incident creation and resolution Business benefits As well as improving service for guests the use of Remedy to log, track and analyze business calls also has significant business benefits such as a reduction in maintenance costs following analysis of problems. Dave Norman explains that the fact the company can now automate business calls also enables it to pull out business metrics which can it can analyze for the benefit of the business. This gives us the ability to take advantage of proper workforce management and to ensure we are meeting our guest SLAs. From a Service Level Agreement perspective the company wanted anything affecting a guest to have a 15 minute SLA; in most weeks that was achieved thanks to the use of the new solution, the integration we now have and the ease of getting the work out to the relevant person. Such was the success of the trial project at the Table Bay Hotel that after undertaking a proof of concept and piloting that for six weeks it is has now been rolled out to more than three quarters of the Resorts properties in the Sun International portfolio. Rollout

4 to the remainder of the group s resorts including its casinos is on schedule for completion by August Another benefit the company is gaining from is the ability to compare its hotels. For example if a hotel has got issue A and no other hotel has that issue, then we investigate what the root cause might be, explains Dave Norman. For example is it a staff training issue or a staff understanding issue? And if it is a staff issues then obviously we can then implement more training to solve the problem. Staff training and response Training staff how to use the BMC Remedy solution is being managed by Sun International itself, which has established a three person team to achieve this. The team includes an Incident and Service Request Manager, a Remedy Administrator, and Dave Norman himself, who visit the resort in question, brief the management and then run specific staff training programs. Their schedule is demanding. The group trains up two properties a month, which involves a week of development work then a visit to the property. Day one involves a meeting with the property s managers, day two and three, staff training, day four a go live with handholding, and on day five the staff manage on their own with the team overseeing how they cope. Dave Norman says however that the staff buy-in at the Table Bay resort was fantastic. The executive housekeeper was totally behind the project and much of the success of the story can be attributed to her taking ownership of it and driving it, so that was very welcome. After the sign off of the project we had a lot of people that didn t want to wait, but that wanted the solution right away. That meant that one of the extra challenges we had, because we only had a small team, was getting on and doing the work as quickly as possible. As to other resorts Dave explains there was some skepticism at first but that soon disappeared as it is difficult to explain benefits over the phone. But once they see the benefits and see that the system works efficiently they tend to be very positive about it and can t wait to become involved. Wrap up and conclusion The implementation of BMC s Remedy Service Desk has enabled the Sun International to introduce better, more efficient guest services that not only underpin the company s philosophy of exceeding customers expectations but also enable it to take advantage of vital management information. This includes the ability to track, analyze and manage problems, monitor their solutions and use business metrics to undertake vital root cause analysis. As a result Sun International can now implement strategic workforce management meaning staff are motivated and accountable, solve guest service requirements within established SLA timings, align its service desk functions to the company s business drivers, and benefit from significantly reduced overheads and costs.

5 About Sun International The Sun International brand is found at 21 destinations in 8 countries from Southern Africa and Nigeria to Chile, bringing to life the extraordinary that is now the Sun International benchmark. Known for its Hotels, Resorts and Casino destinations, Sun International first planted its roots in 1979 with the development of Sun City, an entertainment resort 2 hours west of Johannesburg. Sun City was a first for the South African market; bringing out superstars such as Frank Sinatra, Queen, Elton John, Bryan Adams, Black Eyed Peas, Rihanna, Pink and Counting Crows to name a few. With this winning formula, Sun International then spread its wings into the rest of South Africa, Southern Africa, Nigeria and Chile. Monumental ideas came to life in the form of an exquisite Palace of the Lost City, a royal affair at Victoria Falls and many more new and wonderful experiences. Business runs on IT. IT runs on BMC Software 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 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 December 31, 2012, BMC revenue was approximately $2.2 billion. 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 BMC Software, Inc. All rights reserved. Origin date: 03/13 * *

SOLUTION WHITE PAPER. Remedyforce Powerful Platform

SOLUTION WHITE PAPER. Remedyforce Powerful Platform SOLUTION WHITE PAPER Remedyforce Powerful Platform INTRODUCTION Any type of service desk needs a powerful technology platform to support their customers. However, several challenges arise when attempting

More information

BMC Track-It! Key Benefits

BMC Track-It! Key Benefits PRODUCT SOLUTION DATASHEET BMC Track-It! BMC Track-It! is the leader in the small to mid-sized business help desk market and gives you the ability to immediately take control of your Help Desk and IT Management

More information

TECHNICAL WHITE PAPER. Introducing BMC Control-M Self-Service

TECHNICAL WHITE PAPER. Introducing BMC Control-M Self-Service TECHNICAL WHITE PAPER Introducing BMC Control-M Self-Service TABLE OF CONTENTS INTRODUCTION............................................ 1 WHY WE NEED SELF SERVICE................................... 1 BMC

More information

Release Management for BMC Remedy IT Service Management version 7.0 WHITE PAPER

Release Management for BMC Remedy IT Service Management version 7.0 WHITE PAPER Release Management for BMC Remedy IT Service Management version 7.0 WHITE PAPER Table of Contents Overview...2 Release Management Request Process...3 Associating Relationships to the Release Request...5

More information

A path to improving the end-user experience

A path to improving the end-user experience BEST PRACTICES WHITE PAPER A path to improving the end-user experience By David Williams, Vice President of Strategy, Office of the CTO, BMC Software TABLE OF CONTENTS EXECUTIVE SUMMARY...............................................

More information

Why you need an Automated Asset Management Solution

Why you need an Automated Asset Management Solution solution white paper Why you need an Automated Asset Management Solution By Nicolas Renard, Support and Professional Services Manager, BMC France Table of Contents 1 OVERVIEW Automated Asset Discovery

More information

new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce

new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce new technology spotlight Dell Services Transforming the healthcare help desk with eresponder, a cloud-based ticketing system built on BMC Remedyforce DELL SERVICES Dell Services credentials in healthcare

More information

Benefits of an ITIL Help Desk in the Cloud

Benefits of an ITIL Help Desk in the Cloud SOLUTION WHITE PAPER Benefits of an ITIL Help Desk in the Cloud A New ITIL Solution for Small-to-Medium Businesses Contents Introduction 1 Help Desk Needs in Smaller Environments 1 Power in the Cloud 3

More information

Maximize the synergies between ITIL and DevOps

Maximize the synergies between ITIL and DevOps BEST PRACTICES WHITE PAPER Maximize the synergies between ITIL and DevOps By Anthony Orr, Director of Service Management, Office of the CTO, BMC Software TABLE OF CONTENTS EXECUTIVE SUMMARY...............................................

More information

SURVEY RESULTS: ITIL BEST PRACTICES IN SAP ENVIRONMENTS. Version : 1.0 Date : June 2007 : Troy DuMoulin, Pink Elephant Ken Turbitt, BMC Software

SURVEY RESULTS: ITIL BEST PRACTICES IN SAP ENVIRONMENTS. Version : 1.0 Date : June 2007 : Troy DuMoulin, Pink Elephant Ken Turbitt, BMC Software SURVEY RESULTS: ITIL BEST PRACTICES IN SAP ENVIRONMENTS Version : 1.0 Date : June 2007 Authors : Troy DuMoulin, Pink Elephant Ken Turbitt, BMC Software 1 EXECUTIVE SUMMARY As an IT leader, you may be wondering

More information

Streamlining Service Request Processes: A Key to Business Success

Streamlining Service Request Processes: A Key to Business Success Streamlining Service Request Processes: A Key to Business Success best practices WHITE PAPER Table of Contents Executive Summary...1 The Pent-up Need for Service Request Management...2 > Difficult for

More information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

How to Improve Service Quality through Service Desk Consolidation

How to Improve Service Quality through Service Desk Consolidation BEST PRACTICES WHITE PAPER How to Improve Quality through Desk Consolidation By Gerry Roy, Director of Solutions Management for Support, BMC Software, and Frederieke Winkler Prins, Senior IT Management

More information

Supportworks ITSM Foundations A Bite-Size approach to ITIL adoption

Supportworks ITSM Foundations A Bite-Size approach to ITIL adoption Supportworks ITSM Foundations A Bite-Size approach to ITIL adoption Supportworks ITSM Foundations IT Service Management Made Simple Globally, the IT Infrastructure Library (ITIL) is by far the most popular

More information

Securing the Service Desk in the Cloud

Securing the Service Desk in the Cloud TECHNICAL WHITE PAPER Securing the Service Desk in the Cloud BMC s Security Strategy for ITSM in the SaaS Environment Introduction Faced with a growing number of regulatory, corporate, and industry requirements,

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Reduce IT Costs by Simplifying and Improving Data Center Operations Management

Reduce IT Costs by Simplifying and Improving Data Center Operations Management Thought Leadership white paper Reduce IT Costs by Simplifying and Improving Data Center Operations Management By John McKenny, Vice President of Worldwide Marketing for Mainframe Service Management, BMC

More information

How to Build a Service Management Hub for Digital Service Innovation

How to Build a Service Management Hub for Digital Service Innovation solution white paper How to Build a Service Management Hub for Digital Service Innovation Empower IT and business agility by taking ITSM to the cloud Table of Contents 1 EXECUTIVE SUMMARY The Mission:

More information

FleetPlus. Like any fast-growing company, there is pressure to keep costs down and seek out

FleetPlus. Like any fast-growing company, there is pressure to keep costs down and seek out FleetPlus» FleetPlus has gained far more transparency into its service desk operations with BMC Remedyforce, a solution that is able to grow alongside the company BEFORE» An previous approach to service

More information

WHITE PAPER. ITIL for the Small and Mid-sized Business (SMB)

WHITE PAPER. ITIL for the Small and Mid-sized Business (SMB) WHITE PAPER ITIL for the Small and Mid-sized Business (SMB) TABLE OF CONTENTS TABLE OF CONTENTS Executive Summary 1 ITIL Defined 2 ITIL for the Small and Mid-sized Business 4 > A Customer Perspective 5

More information

How to Resolve Major IT Service Problems Faster

How to Resolve Major IT Service Problems Faster How to Resolve Major IT Service Problems Faster Abstract Communication, collaboration and visibility are the three key factors in quickly and efficiently resolving a major IT service disruption. Traditional

More information

Is it Time to Modernize Your Service Desk?

Is it Time to Modernize Your Service Desk? THOUGHT LEADERSHIP WHITE PAPER Is it Time to Modernize Your Service Desk? By Michele McFadden, Senior Director of Product Management, BMC Software When you pick a program to record on your DVR, purchase

More information

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1

More information

QUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Information Technology, Network Infrastructure Services Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Video and consumer entertainment Revenue:

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

SOLUTION WHITE PAPER. 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software

SOLUTION WHITE PAPER. 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software SOLUTION WHITE PAPER 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software INTRODUCTION More than ever, information technology has become

More information

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................

More information

CASE STUDY. MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions. MatrixOneSource, business process outsourcing

CASE STUDY. MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions. MatrixOneSource, business process outsourcing MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions MatrixOneSource, business process outsourcing 8x8 s Integrated Unified Communications and Contact Center Enable BPO Service

More information

Cloud benefits for the IT service management market

Cloud benefits for the IT service management market SOLUTION WHITE PAPER Cloud benefits for the IT service management market By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software TABLE OF CONTENTS COST SAVINGS 1 GREATER BUSINESS EXPOSURE

More information

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CUSTOMER SUCCESS STORY July 2013 Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue:

More information

Metricus for ServiceNow

Metricus for ServiceNow represents the integration of Metricus a cloud platform for IT Performance Measurement and ServiceNow a leading cloud-based provider of IT service Management. By leveraging Metricus as an integrated, seamless

More information

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER

Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management

More information

Why Workflow Tools Don t Work as a Cloud Management Platform

Why Workflow Tools Don t Work as a Cloud Management Platform THOUGHT LEADERSHIP WHITE PAPER Why Workflow Tools Don t Work as a Cloud Management Platform By Dominic Wellington Cloud Solution Manager, BMC Software By all accounts, we re now a few years into the formation

More information

BEST PRACTICES WHITE PAPER. Workload automation: helping cloud computing take flight

BEST PRACTICES WHITE PAPER. Workload automation: helping cloud computing take flight BEST PRACTICES WHITE PAPER Workload automation: helping cloud computing take flight Table OF CONTENTS executive Summary............................................... 1 Why Businesses Are Moving to the

More information

SOLUTION WHITE PAPER. IT Business Management and Compliance Ensuring Cloud Governance

SOLUTION WHITE PAPER. IT Business Management and Compliance Ensuring Cloud Governance SOLUTION WHITE PAPER IT Business Management and Compliance Ensuring Cloud Governance Contents EXECUTIVE SUMMARY 1 THE ROLE OF GOVERNANCE AND COMPLIANCE IN THE CLOUD 2 IT PROCESS INTEGRATION 2 CONTINOUS

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution

More information

The Convergence of IT Operations

The Convergence of IT Operations SOLUTION WHITE PAPER The Convergence of IT Operations A Case for IT Service and Asset Process Integration and Automation TABLE OF CONTENTS TODAY S REALITY: THE FUTURE IS NOW. 1 AUTOMATION & INTEGRATION:

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

The multisourcing approach to IT consolidation

The multisourcing approach to IT consolidation Experience the commitment WHITE PAPER The multisourcing approach to IT consolidation The proven commercial practice of multisourcing services integration can help state and local governments achieve IT

More information

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER Meeting the Challenge of Request Management SOLUTION WHITE PAPER Table of Contents Executive Summary...1 Why You Should Consider a Solution...2 > The Fragmentation Problem...2 > The Funnel Approach...2

More information

Beyond Provisioning. Ongoing operations of an efficient cloud environment SOLUTION WHITE PAPER

Beyond Provisioning. Ongoing operations of an efficient cloud environment SOLUTION WHITE PAPER Beyond Provisioning Ongoing operations of an efficient cloud environment SOLUTION WHITE PAPER Table of Contents EXECUTIVE SUMMARY............................................... 1 THE ROLE OF OPERATIONS

More information

BMC Asset Management SAP Integration

BMC Asset Management SAP Integration TECHNICAL WHITE PAPER BMC Asset Management SAP Integration How to bridge the gap between your company s SAP systems and BMC Asset Management Table of Contents Introduction 1 Procurement and receiving 1

More information

Manpower Reduces Costs by 15 Percent with Intelligent IT Support Services

Manpower Reduces Costs by 15 Percent with Intelligent IT Support Services CUSTOMER SUCCESS STORY SEPTEMBER 2014 Reduces Costs by 15 Percent with Intelligent IT Support Services CLIENT PROFILE Industry: Business services Company: Revenue: $20 billion (2013) Employees: 31,000

More information

Service Management: Many Sizes Fit

Service Management: Many Sizes Fit BMC INDUSTRY INSIGHTS Service Management: Many Sizes Fit By Simon King, Senior Director of Remedy Product Management, BMC Software TABLE OF CONTENTS ITSM MATURITY LEVEL......... 3 A CLOSER LOOK..........

More information

MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager

MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager CUSTOMER SUCCESS STORY June 2013 MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager CLIENT PROFILE Industry: Banking Company: MCB Bank Ltd Employees:

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager

Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager CUSTOMER SUCCESS STORY Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue: $1 billion

More information

BMC Recovery Manager for Databases: Benchmark Study Performed at Sun Laboratories

BMC Recovery Manager for Databases: Benchmark Study Performed at Sun Laboratories WHITE PAPER BMC Recovery Manager for Databases: Benchmark Study Performed at Sun Laboratories BMC delivers extraordinarily fast Oracle backup and recovery performance close to two terabytes per hour Table

More information

Case Study: Unifying ITSM Practices and Technology

Case Study: Unifying ITSM Practices and Technology Case Study: Unifying ITSM Practices and Technology SBM Offshore Reference Code: EI025-000007 Publication Date: 17 Jun 2014 Author: Adam Holtby SUMMARY Catalyst As a result of corporate expansions, mergers,

More information

Keep Users Happy By Integrating I.T. Operations and I.T. Support

Keep Users Happy By Integrating I.T. Operations and I.T. Support BMC INDUSTRY INSIGHTS Keep Users Happy By Integrating I.T. Operations and I.T. Support By Bruce Campbell, Principal Solutions Marketing Manager, BMC Software TABLE OF CONTENTS FROM HELP DESK TO ITS M AND

More information

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc. The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................

More information

The Rise of Service Level Management. Gary Case

The Rise of Service Level Management. Gary Case pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents

More information

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS WWW.WIPRO.COM WIPRO CONSULTING SERVICES THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS SERVICE MODELING IS CRITICAL ACROSS INDUSTRIES TO DELIVER SERVICE CENTRIC VIEW TO THE IT. DO BUSINESS BETTER Today,

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

A Provance White Paper

A Provance White Paper The Benefits of Combined IT Service Management and IT Asset Management A Provance White Paper Contents Introduction... 3 IT Service Management... 3 IT Asset Management... 4 People... 4 Processes... 5 Shared

More information

The BMC Remedy ITSM Suite s Missing Application:

The BMC Remedy ITSM Suite s Missing Application: The BMC Remedy ITSM Suite s Missing Application: Project Portfolio Management And 6 More Applications, Including the Functionality and Metrics You Need to Streamline Processes, Optimize Resources and Improve

More information

BOOST IT VISIBILITY AND BUSINESS VALUE

BOOST IT VISIBILITY AND BUSINESS VALUE BOOST IT VISIBILITY AND BUSINESS VALUE WITH SERVICE CATALOG Boost IT Visibility and Business Value with Service Catalog Today, CIOs are being asked to cut costs, increase productivity, and find new ways

More information

Punjab National Bank achieves 165% ROI with CA Technologies IT management solutions

Punjab National Bank achieves 165% ROI with CA Technologies IT management solutions CUSTOMER SUCCESS STORY February 2013 Punjab National Bank achieves 165% ROI with CA Technologies IT management solutions CLIENT PROFILE Industry: Financial services Company: Punjab National Bank Employees:

More information

SOLUTION WHITE PAPER. Building a flexible, intelligent cloud

SOLUTION WHITE PAPER. Building a flexible, intelligent cloud SOLUTION WHITE PAPER Building a flexible, intelligent cloud Table of Contents Executive summary 1 Building a hybrid cloud 2 Provision complete cloud services 3 Service catalog 3 The user portal 4 Multi-tier

More information

Bringing wisdom to ITSM with the Service Knowledge Management System

Bringing wisdom to ITSM with the Service Knowledge Management System Processes 415 Bringing wisdom to ITSM with the Service Knowledge Management System 7.3 Bringing wisdom to ITSM with the Service Knowledge Management System nowledge is a process of piling up facts; wisdom

More information

SOLUTION WHITE PAPER. BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation

SOLUTION WHITE PAPER. BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation SOLUTION WHITE PAPER BMC FootPrints: Leveraging Your IT Service Management Solution for Business Process Automation TABLE OF CONTENTS EXECUTIVE SUMMARY................................................ 1

More information

BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER

BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER Table of Contents Executive Summary............................................... 1 New Functionality...............................................

More information

BMC BladeLogic Application Release Automation TECHNICAL WHITE PAPER

BMC BladeLogic Application Release Automation TECHNICAL WHITE PAPER BMC BladeLogic Application Release Automation TECHNICAL WHITE PAPER Table of Contents Executive Summary 1 WHY IS THIS CHALLENGING FOR ORGANIZATIONS? 1 Web Application Server Environment 1 the Deployment

More information

The Top Ten Business Service Management Principles

The Top Ten Business Service Management Principles Thought Leadership white paper The Top Ten Business Service Management Principles How CIOs and IT Can Drive Business Value By Bill Emmett, Senior Manager of Strategic Marketing, BMC Software Table of Contents

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Identifying & Implementing Quick Wins

Identifying & Implementing Quick Wins Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

Borland Silk Performer Synthetic Transaction Monitoring for BMC Software

Borland Silk Performer Synthetic Transaction Monitoring for BMC Software DATASHEET Borland Silk Performer Synthetic Transaction Monitoring for BMC Software Proactively detect and quickly solve user-impacting business transactions issues before they negatively impact business

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Implementing Project Oriented Customer Service

Implementing Project Oriented Customer Service Implementing Project Oriented Customer Service Creating a seamless helpdesk to project response capability while reducing costs A White Paper from Project Remedies Inc. February 4, 2010 Table of Contents

More information

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional

More information

Continuous IT Compliance: A Stepwise Approach to Effective Assurance BEST PRACTICES WHITE PAPER

Continuous IT Compliance: A Stepwise Approach to Effective Assurance BEST PRACTICES WHITE PAPER Continuous IT Compliance: A Stepwise Approach to Effective Assurance BEST PRACTICES WHITE PAPER Introduction Regardless of industry, most IT organizations today must comply with a variety of government,

More information

BMC Remedyforce Asset Management. Frequently Asked Questions

BMC Remedyforce Asset Management. Frequently Asked Questions BMC Remedyforce Frequently Asked Questions Table of Contents BMC Remedyforce 2 Overview 2 Frequently Asked Questions 2 Definitions 2 1. What is Configuration Management? 2 2. What is IT? 2 3. What is a

More information

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Improve service availability, mean time to repair (MTTR), and cross-team communications while

More information

BMC Remedy IT Service Management Suite

BMC Remedy IT Service Management Suite BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

Service Catalogue Real World Case Studies October 2010 Presenter: Blaine Bey, I.S.P., ITCP - President, CIPS BC. (BlaineBey@SierraSystems.

Service Catalogue Real World Case Studies October 2010 Presenter: Blaine Bey, I.S.P., ITCP - President, CIPS BC. (BlaineBey@SierraSystems. Catalogue Real World Case Studies October 2010 Presenter: Blaine Bey, I.S.P., ITCP - President, CIPS BC (BlaineBey@SierraSystems.com) Agenda - Organizational Situation Assessment - IT s and Catalogue -

More information

Incident Management: A CA IT Service Management Process Map

Incident Management: A CA IT Service Management Process Map TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE

More information

Maximize potential with services Efficient managed reconciliation service

Maximize potential with services Efficient managed reconciliation service RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial

More information

How Is Your Role Impacted by the Cloud Now, and in the Future?

How Is Your Role Impacted by the Cloud Now, and in the Future? SOLUTION WHITE PAPER How Is Your Role Impacted by the Cloud Now, and in the Future? Ian Moyse, Sales Director Workbooks.com, Eurocloud UK Board Member and Cloud Industry Forum Governance Board Member Cloud

More information

Looking back on how desktop support has evolved, it s interesting to see how tools

Looking back on how desktop support has evolved, it s interesting to see how tools DECEMBER 2013 Desktop Support Technology Written by Michael Hanson Data analysis by Jenny Rains Looking back on how desktop support has evolved, it s interesting to see how tools have changed. Many years

More information

Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk.

Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk. Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk. 1 P a g e Has Your Organization Out-Grown Your Helpdesk? A guide

More information

What Do You Need from a Configuration Management Database (CMDB)? BEST PRACTICES WHITE PAPER

What Do You Need from a Configuration Management Database (CMDB)? BEST PRACTICES WHITE PAPER What Do You Need from a Configuration Management Database (CMDB)? BEST PRACTICES WHITE PAPER Table of contents EXECUTIVE SUMMARY...1 WHY A CMDB?...2 The importance of configuration management...2 Goals...2

More information

Realizing the Benefits of SaaS-Based Service Management in the Enterprise: Best Practices and Lessons Learned in Real-Life Implementations

Realizing the Benefits of SaaS-Based Service Management in the Enterprise: Best Practices and Lessons Learned in Real-Life Implementations Realizing the Benefits of SaaS-Based Service Management in the Enterprise: Best Practices and Lessons Learned in Real-Life Implementations Introduction The benefits offered by Software as a Service (SaaS)-based

More information

Solution White Paper Monetizing the Service Provider Cloud

Solution White Paper Monetizing the Service Provider Cloud Solution White Paper Monetizing the Service Provider Cloud Deliver the value-added cloud services that customers need while maximizing revenue Table of Contents 1 EXECUTIVE SUMMARY 2 EVOLUTION OF THE CLOUD

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

INSITE. Dimension Data s monitoring offering

INSITE. Dimension Data s monitoring offering Dimension Data s offering What s on your mind? Is your infrastructure management strategy optimal? Are you achieving optimum ROI on your infrastructure management investment? Are you employing the latest

More information

BOOST I.T. VISIBILITY AND VALUE

BOOST I.T. VISIBILITY AND VALUE BOOST I.T. VISIBILITY AND VALUE WITH A GREAT SERVICE CATALOG www.service-now.com According to CIO Magazine, Today, CIOs are being asked to cut costs, increase productivity, and find new ways to generate

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

Problem Management: The Game Changer The Value Creator

Problem Management: The Game Changer The Value Creator Problem Management: The Game Changer The Value Creator How to successfully generate value from this challenging ITSM process By: Barclay Rae for Cherwell Software Ltd. What is Pro Managemen Problem Management

More information

Align IT Operations with Business Priorities SOLUTION WHITE PAPER

Align IT Operations with Business Priorities SOLUTION WHITE PAPER Align IT Operations with Business Priorities SOLUTION WHITE PAPER Table of Contents Executive summary............................................... 1 the Need for Aligning IT Operations with Business

More information

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive

More information

FEMSA Manages More than 80,000 IT, Finance and HR Tickets with CA Service Desk Manager

FEMSA Manages More than 80,000 IT, Finance and HR Tickets with CA Service Desk Manager CUSTOMER SUCCESS STORY July 2013 FEMSA Manages More than 80,000 IT, Finance and HR Tickets with CA Service Desk Manager CLIENT PROFILE Industry: Consumer goods Company: FEMSA Employees: 177,000-plus (

More information

Evolving the IT Service Experience to Meet New Business and User Demands

Evolving the IT Service Experience to Meet New Business and User Demands Evolving the IT Service Experience to Meet New Business and User Demands Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,

More information

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco A leading Australian telecommunications service provider wanted to implement a consolidated

More information