TelstraClear overhauls IT service management with BMC software

TelstraClear has selected BMC Software’s Remedy IT Service Management (ITSM) Suite to provide a fully-integrated and automated ITIL-based ITSM platform.

TelstraClear’s ITSM application will provide a transparent support and monitoring mechanism between its service desk, operations infrastructure management, Voice and Data Operations (VDO) and Computer Telephony Integration (CTI) operations teams. This will enhance TelstraClear’s ability to deliver more efficient, automated IT services to its customers, reducing response times and improving service levels.

“We’ve chosen BMC Software to provide an integrated platform that will offer a broad range of cost-effective IT services,” said TelstraClear Head of Networks and Services Andrew Crabb. “BMC Remedy ITSM dramatically improves our operating efficiencies, removes complexity and makes customer support, change, asset and request management an integrated process.”

This will ensure that TelstraClear is able to prioritize enterprise customers’ service-management activities, introduce automated notification of service desk incidents and focus on critical business services, as well as improve response times and performance against service level agreements.

“TelstraClear’s service-desk management team will now be able to proactively identify patterns and prevent repeat problems,” Crabb said. “Also, by taking advantage of the out-of-the box features of BMC Remedy, each application benefits from its existing functionality and future upgrade paths. Additionally, it was critical that we utilize ITIL best practices for service management.”