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Title Date Added Company

CGI Group Inc. Turns to BMC Application Problem Resolution to Improve Customer Satisfaction for Top Telecommunications Client 2008-06-01 BMC Software

CGI Group Inc. is one of the largest IT and business process service firms in North America. The company wanted to improve process for resolving application problems for CGI's top client. CGI Group deployed BMC software for its solution and implemented BMC Application Problem Resolution system to quickly reveal root causes of problems.

Tags: SLA, ITIL

Canon Ensures Continuous and Consistent Customer Services With Simplified IT Management 2008-03-27 CA (Computer Associates)

Canon is one of the world's leading brands in office equipment and photographic technologies, and has more than 200 subsidiaries in key locations such as Japan, Europe and the Americas. To grow existing accounts and attract new customers, Canon must provide responsive and efficient customer services. Support and sales staff alike are reliant on the availability of Canon's IT infrastructure to deliver these services, which means the company must optimize the performance of its core systems. Canon simplified and centralized IT management by adopting an integrated Enterprise IT Management approach from CA. By using Change & Configuration Management and Service Availability Management solutions, Canon has been able to automate and enhance core processes, such as patch management and fixing employee's desktops.

Tags: ITIL

Vodafone Turns to the BMC Remedy IT Service Management Suite to Streamline Its Service Support Infrastructure 2008-03-01 BMC Software

Vodafone was awarded the third Australian mobile telecommunications carrier license in December 1992. Vodafone wanted a solution suite to manage companywide incident management and change management workflow, as well as associated service levels and assets. Vodafone turned to the BMC Remedy IT Service Management Suite to help it identify and understand IT and technology elements of individual services, making IT more transparent and automated.

Tags: SLA

BMC Remedy IT Service Management Suite Rings in Service Improvements 2008-03-01 BMC Software

Telkomsel is the leading operator of cellular telecommunications services in Indonesia. Telkomsel wanted an IT service management solution based on IT Infrastructure Library (ITIL) best practices to provide a platform for improved customer service. The company deployed BMC software for its solution and implemented BMC Remedy IT Service Management Suite to illuminate its IT operating environment and embed workflow and systems to consistently manage it.

Tags: ITIL

Information Services Company Meets Critical Publishing Deadlines by Optimizing Its IT Services 2008-02-01 CA (Computer Associates)

Wolters Kluwer is a leading multinational publisher and information services company. To maximize service levels, minimize downtime and improve the cost-effectiveness of its IT support team, Kluwer recognized the need to align its IT services more closely to the business. After reviewing the options available, the company chose a solution from CA that combined Service Optimization with Risk management and IT Governance.

Tags: SLA, ITIL

TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management 2008-01-01 CA (Computer Associates)

TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile helpdesk operation. To address these challenges, TechnoMania turned to IT consultancy Soft Flow. Following a comprehensive requirements analysis, the Soft Flow solutions advisor introduced the company to a CA Incident & Problem Management solution.

Tags: SLA, ITIL

County of Santa Clara Improves the Quality of Social Services With Simplified IT Management 2007-11-01 CA (Computer Associates)

With diminishing resources and increased demand for transparency, the County and its agencies must be able to report on their services and outcomes and justify how public money has been allocated. As a result, a series of quarterly performance reports are produced on all the agency's operations - including IT - that can influence future State and Federal funding. To ensure its IT services can withstand public scrutiny, the agency uses CA Incident & Problem Management and Service Availability Management solutions to efficiently respond to 3,500 incidents and requests per month. As well as capturing key operational data for the performance reports, the solution has also helped to improve fix times and reduce the number of outstanding issues.

Tags: ITIL

Econoinvest Improves Business Agility and Customer Service by Reducing IT Support Costs and Complexity 2007-11-01 CA (Computer Associates)

Econoinvest Enterprises Group is the largest financial broker in Venezuela. To maintain its reputation, Econoinvest needs to continue to provide an excellent service to all its customers - despite extensive growth. The company's IT processes, however, were not meeting needs of the business and had led to a costly support model and a heightened risk of downtime. To improve systems availability and support standards, Econoinvest has adopted the ITIL best practice framework and created a centralized platform for Problem & Incident Management based on a CA solution.

Tags: ITIL

One of the World's Leading Financial Custody Solution Providers Turns to BMC Software for Best-Practice IT Service Management 2007-08-01 BMC Software

Information Mosaic is a global provider of advanced custody solutions to the global and domestic investor services industry. The company needed a Service Management solution to help comply with regulatory and best-practice requirements and to support varied business processes, such as product release and implementation. After extensive competitive analysis, Information Mosaic deployed BMC software for its solution and implemented BMC ITSM Express which offered the necessary functionality and flexibility to support the company's external custody customers and internal staff using an integrated service management environment.

Tags: SLA, ITIL

AppLabs Case Study: Broca 2007-07-23 AppLabs Technologies

Broca provides secure interactive and multi-channel communication solutions, capable of supporting mobile messaging, fixed-line telecommunications and internet technologies. Working with a number of mobile phone handsets on the market, it was vital to the success of SAMS that Broca undertook physical testing of each handset. One of the main issues AppLabs faced was that services do not directly interface with the end user's handset - it required a messaging platform to complete the link. As Broca is not in control of its customer's messaging platform, AppLabs developed a bespoke interface as part of the performance testing solution. This interface was developed to provide the highest possible throughput of SMS messages to and from the simulated, virtual handsets.

Tags: Wireless, Application Development

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Title	Date Added	Company
CGI Group Inc. Turns to BMC Application Problem Resolution to Improve Customer Satisfaction for Top Telecommunications Client	2008-06-01	BMC Software
CGI Group Inc. is one of the largest IT and business process service firms in North America. The company wanted to improve process for resolving application problems for CGI's top client. CGI Group deployed BMC software for its solution and implemented BMC Application Problem Resolution system to quickly reveal root causes of problems. Tags: SLA, ITIL
Canon Ensures Continuous and Consistent Customer Services With Simplified IT Management	2008-03-27	CA (Computer Associates)
Canon is one of the world's leading brands in office equipment and photographic technologies, and has more than 200 subsidiaries in key locations such as Japan, Europe and the Americas. To grow existing accounts and attract new customers, Canon must provide responsive and efficient customer services. Support and sales staff alike are reliant on the availability of Canon's IT infrastructure to deliver these services, which means the company must optimize the performance of its core systems. Canon simplified and centralized IT management by adopting an integrated Enterprise IT Management approach from CA. By using Change & Configuration Management and Service Availability Management solutions, Canon has been able to automate and enhance core processes, such as patch management and fixing employee's desktops. Tags: ITIL
Vodafone Turns to the BMC Remedy IT Service Management Suite to Streamline Its Service Support Infrastructure	2008-03-01	BMC Software
Vodafone was awarded the third Australian mobile telecommunications carrier license in December 1992. Vodafone wanted a solution suite to manage companywide incident management and change management workflow, as well as associated service levels and assets. Vodafone turned to the BMC Remedy IT Service Management Suite to help it identify and understand IT and technology elements of individual services, making IT more transparent and automated. Tags: SLA
BMC Remedy IT Service Management Suite Rings in Service Improvements	2008-03-01	BMC Software
Telkomsel is the leading operator of cellular telecommunications services in Indonesia. Telkomsel wanted an IT service management solution based on IT Infrastructure Library (ITIL) best practices to provide a platform for improved customer service. The company deployed BMC software for its solution and implemented BMC Remedy IT Service Management Suite to illuminate its IT operating environment and embed workflow and systems to consistently manage it. Tags: ITIL
Information Services Company Meets Critical Publishing Deadlines by Optimizing Its IT Services	2008-02-01	CA (Computer Associates)
Wolters Kluwer is a leading multinational publisher and information services company. To maximize service levels, minimize downtime and improve the cost-effectiveness of its IT support team, Kluwer recognized the need to align its IT services more closely to the business. After reviewing the options available, the company chose a solution from CA that combined Service Optimization with Risk management and IT Governance. Tags: SLA, ITIL
TechnoMania Improves Productivity of Customer Support Centre by 40 Percent With Integrated Incident & Problem Management	2008-01-01	CA (Computer Associates)
TechnoMania is one of Lebanon's leading IT distributors and offers comprehensive technical support services. The company's business strategy is focused on expansion while maintaining its reputation for service excellence. To ensure it is able to deliver a continuously high level of customer support services, TechnoMania needs an efficient and agile helpdesk operation. To address these challenges, TechnoMania turned to IT consultancy Soft Flow. Following a comprehensive requirements analysis, the Soft Flow solutions advisor introduced the company to a CA Incident & Problem Management solution. Tags: SLA, ITIL
County of Santa Clara Improves the Quality of Social Services With Simplified IT Management	2007-11-01	CA (Computer Associates)
With diminishing resources and increased demand for transparency, the County and its agencies must be able to report on their services and outcomes and justify how public money has been allocated. As a result, a series of quarterly performance reports are produced on all the agency's operations - including IT - that can influence future State and Federal funding. To ensure its IT services can withstand public scrutiny, the agency uses CA Incident & Problem Management and Service Availability Management solutions to efficiently respond to 3,500 incidents and requests per month. As well as capturing key operational data for the performance reports, the solution has also helped to improve fix times and reduce the number of outstanding issues. Tags: ITIL
Econoinvest Improves Business Agility and Customer Service by Reducing IT Support Costs and Complexity	2007-11-01	CA (Computer Associates)
Econoinvest Enterprises Group is the largest financial broker in Venezuela. To maintain its reputation, Econoinvest needs to continue to provide an excellent service to all its customers - despite extensive growth. The company's IT processes, however, were not meeting needs of the business and had led to a costly support model and a heightened risk of downtime. To improve systems availability and support standards, Econoinvest has adopted the ITIL best practice framework and created a centralized platform for Problem & Incident Management based on a CA solution. Tags: ITIL
One of the World's Leading Financial Custody Solution Providers Turns to BMC Software for Best-Practice IT Service Management	2007-08-01	BMC Software
Information Mosaic is a global provider of advanced custody solutions to the global and domestic investor services industry. The company needed a Service Management solution to help comply with regulatory and best-practice requirements and to support varied business processes, such as product release and implementation. After extensive competitive analysis, Information Mosaic deployed BMC software for its solution and implemented BMC ITSM Express which offered the necessary functionality and flexibility to support the company's external custody customers and internal staff using an integrated service management environment. Tags: SLA, ITIL
AppLabs Case Study: Broca	2007-07-23	AppLabs Technologies
Broca provides secure interactive and multi-channel communication solutions, capable of supporting mobile messaging, fixed-line telecommunications and internet technologies. Working with a number of mobile phone handsets on the market, it was vital to the success of SAMS that Broca undertook physical testing of each handset. One of the main issues AppLabs faced was that services do not directly interface with the end user's handset - it required a messaging platform to complete the link. As Broca is not in control of its customer's messaging platform, AppLabs developed a bespoke interface as part of the performance testing solution. This interface was developed to provide the highest possible throughput of SMS messages to and from the simulated, virtual handsets. Tags: Wireless, Application Development