iiNet selects BMC Software solution

New BMC Remedy ITSM 8 aims to transform customer service and aid NBN initiative

Telco service provider, iiNet, has selected business service management vendor, BMC Software’s Remedy IT service management (ITSM) platform as part of the company’s continued investment in service and innovation.

According to iiNet, the move enables it to enhance its customer service systems, as well as develop new offerings for initiatives such as the National Broadband Network (NBN).

The decision came after a competitive review by the company, which supports more than 1.7 million broadband, telephony and Internet Protocol TV (IPTV) services nationwide.

iiNet operations centre manager, Craig Nicol, said it chose BMC Remedy as the unified solution for its ability to support an extensible and flexible model for integration of non-ITIL processes and existing systems.

"iiNet’s strong focus on incident, problem and change management has led us to partner with BMC Software. The new software will allow further operating efficiencies and help to make customer support, change management, asset management and request management even more integrated,” he said.

He claimed that the solution will allow the company to support its fast growing operations and facilitates future strategic initiatives such as a self-service portal and mobility for business customers, which will help enhance iiNet’s portfolio offering.

The platform will also integrate with the monitoring of iiNet’s customers’ critical business applications, build scale and standardisation across iiNet’s business acquisitions, offer better customer service. iiNet claimed the BMC Remedy platform will be a springboard for its IT division to rapidly and repeatedly onboard the company’s acquired assets (businesses such as TransACT and Internode) onto a unified set of processes and tools. For the first phase of the implementation, BMC Services will deploy a single Remedy instance for one of iiNet’s recent acquisitions. The implementation will be paired with a BMC education-led approach to build a Remedy Centre of Excellence within iiNet.

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