Enhancing BMC’s capability to deliver full BSM Lifecycle Solutions

Customer Profile:

BMC is a leading supplier of BSM software and solutions with approx 6,000 employees and Revenues of $2B
Sector: ICT Geography: Global See: http://www.bmc.com/

The Customer Issue:

BMC’s portfolio of products delivers a comprehensive and unified platform for the management of IT. The most effective use of these products also requires the transformation to a BSM approach to service management. BMC has therefore developed a Professional Services capability to help customers understand and make this transformation as part of a BSM Lifecycle solution.

In order to enhance its in-house capability and provide flexibility in its ability to deliver solutions, BMC required a partner with the necessary skills and expertise across the full BSM Lifecycle.

The Solution:

BMC operates a Certified Service Provider (CSP) scheme. This is designed to enable partners with the necessary skills and experience to engage alongside BMC in both pre-sales and delivery activity, in a coordinated way that supported the overall BMC offering. BSMimpact joined this scheme in 2004. Since then, BSMimpact have successfully worked with BMC on a number of different customer programmes involving the implementation of BSM solutions.

Many customers initially believe that the implementation of tools technology will in itself enable the organisation to gain efficiency and service quality objectives. The combined BMC/BSMimpact engagement is able to demonstrate that a BSM Lifecycle approach, integrating the transformation of Service Management Process against industry standards (ITIL, ISO/IEC20000, etc.), the deployment of a unified management technology platform, along with controlled changes to the way people use the processes and technology, is the only sure path to achieving the required benefits.

The scope of BSMimpact’s role in this partnership has been mainly to provide the BSM consultancy needed to ensure that the People and Process aspects of a customer’s Transformation Programme are addressed in concert with the technology aspects of the solution.

The principle aim of this exercise was to ensure that the anticipated customer benefits were actually realised in practice.

The Benefits:

Through the incorporation of BSMimpact’s skills and expertise, BMC is able to enhance its ability to offer full BSM Lifecycle solutions to its customers and so compete more effectively in the market. This also enables the development of their relationship with their customers to a more strategic level, increases win rate and improves customer satisfaction.