|By Business Wire||
|September 4, 2012 06:34 PM EDT||
Australia’s Special Broadcasting Service (SBS) serves a large national audience Down Under with 24/7/365 programming. IT plays a mission-critical role in managing and delivering both transmission and content. When IT is down, the network’s ability to serve its audience is directly and negatively impacted.
SBS Australia needed an integrated IT service and asset management solution. They selected BMC Software (NASDAQ: BMC). BMC’s proof-of-concept was running within minutes, whereas competitors would have taken days of consulting and training with SBS to get up and running.
“We engaged in a trial with BMC and had a working help desk proof-of-concept up and running within six minutes,” said Rick Jordan, IT support manager at SBS. “As a result, we have been able to efficiently manage 25,000 to 30,000 calls per year. Within the first four months of putting BMC FootPrints in place, we hit the same number of tickets as we had in total in the previous system, which made us realize how many requests had not been recorded in the past.”
The previous help desk solution was complex and cumbersome and without the right information, the SBS IT team was challenged to effectively support organizational demands. It became clear that an improved help desk system was needed to meet SBS’ growing IT requirements.
Jordan added, “The system gave us an extraordinarily rapid turnaround. We are now able to meet the growing demands of more than 1,300 people at SBS who rely on the company's IT systems.”
BMC provides the organization with a single point of contact for an extensive range of IT requirements including incidents, change requests, problem management and configuration changes. With all IT incidents now going through the BMC FootPrints solution, SBS has been able to streamline IT support processes and workflows, which has significantly boosted efficiency. IT has also been able to develop a departmental solution in-house within a week, rather than the three to four weeks that was typically expected.
For SBS, one of the major reasons for the success of the BMC solution is its ease of use.
“If you can use an Internet browser, you can use BMC FootPrints. The user interface is very intuitive, and whenever we've introduced the software into other departments that are not IT-focused, employees have picked it up and run with it quite easily,” said Jordan.
For more information on SBS’ implementation of the BMC FootPrints solution, please visit:
- Read the full case study on SBS
- Read press coverage from iTWire and Delimiter about SBS’ success with BMC
- Access the BMC FootPrints Customer Community
- Follow @BMC_FootPrints on Twitter
- Become a fan of BMC on Facebook
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