BT business and public sector aims to reduce costs for critical ITSM services supplied to police market by 30% with BMC's Remedy Suite

BMC, the global leader in IT solutions for the digital enterprise, today announced that BT Global Services is leveraging BMC's Remedy IT Service Management (ITSM) Suite solution to lower costs and increase efficiencies for its customers, including one of England's largest police forces by geographical area.

Policing is a mission-critical service frequently challenged by tight budgets, requiring an innovative solution that increases the productivity of support teams while concurrently reducing costs. With BMC, BT Business & Public Sector is leading a digital transformation with the aim of reducing service and support costs by 30% while adding the benefits of modern, efficient, and secure solutions to support police officers.

Critical to the success of a digital transformation is the ability to resolve IT issues quickly while also increasing self-service, enabling the entire police force to be more efficient with its IT needs. England's police service desks could receive in excess of 6 000 contacts per month, and a large portion of those are simple requests that could be easily addressed with a simple, easy-to-use portal.

"Remedy 9 is a modern, self-service management environment that is driving our digital journey as well as those of our customers," said Sally Saunders, head of service management at BT Business & Public Sector. "The look-and-feel and service delivery based on personas provides the engagement that is required for effective self-service IT. Remedy 9 met the criteria needed to reduce critical service costs, lower call volumes, and get our customer's workforce up and running faster."

BMC's Remedy 9 help desk solution modernises the management of incidents, problems, service requests and changes with an intuitive, mobile-first user experience is built around roles for increased productivity with less time and effort. By mobilising the workforce on both sides of the service desk, IT service delivery is improved by the convenience of a mobile app to deliver instant, actionable insights to help users work smarter and faster. BT also expects the Remedy 9 solution will reduce service desk call volumes by 20% on one of its key police contracts.

"A challenge many enterprises face is getting the user base to wilfully engage with IT, whether directly or with self-service solutions," said Nayaki Nayyar, president, Digital Service Management at BMC. "BMC's Remedy Suite is an innovative set of solutions that provides easy access to service information and the ability to self-serve for simple, repeatable issues and requests, limiting the time it takes to resolve an incident. Employees want to engage with our solutions because they are designed to be similar to how people already use social media in their daily lives."

For more information about BMC's Remedy IT Service Management Suite, visit http://www.bmc.com/it-solutions/remedy-itsm.html