Menu
iiNet selects BMC Software solution

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.

Follow Us

Join the ARN newsletter!

Error: Please check your email address.

Tags partnershipitsmiiNetBMC SoftwareTelecommunicationsNBN

Upcoming

Slideshows

IN PICTURES: Nutanix's .NEXT channel event in Sydney (+20 photos)

IN PICTURES: Nutanix's .NEXT channel event in Sydney (+20 photos)

Nutanix recently held its customer and channel event, .NEXT, in Sydney. The event, held at the Sheraton on the Park saw attendance from more than 150 channel and technology partners and customers. It was the first in a series of events Nutanix is holding in A/NZ in August and September, the objective of which is to brief partners and customers on “what’s next” in the design and management of datacentre technology.

IN PICTURES: Nutanix's .NEXT channel event in Sydney (+20 photos)
IN PICTURES: EDGE 2015 sponsor debrief (+23 photos)

IN PICTURES: EDGE 2015 sponsor debrief (+23 photos)

Some of the sponsors of ARN's inaugural EDGE 2015 event got together at the ARN office for a debrieef of the event. Over some drinks and cheese, these attendees got an update on some key statistics that arose from the EDGE event and discussed potential topics and improvements that can be made at next year's event.

IN PICTURES: EDGE 2015 sponsor debrief (+23 photos)
IN PICTURES: ARN Distributor Roundtable, Sydney, 26.08.15 (+26 photos)

IN PICTURES: ARN Distributor Roundtable, Sydney, 26.08.15 (+26 photos)

ARN hosted a distributor roundtable at Cafe Del Mar in Sydney, at which attendees and their partners discussed the changing role of the traditional IT distributor. They spoke about the challenges of digital disruption, the blurring lines of the channel in the age of digital transformation, and examined the ever-evolving business models. This roundtable was sponsored by Distribution Central, Exclusive Networks, Rhipe, and Hemisphere Technologies. Photos by ARN Editorial Director, Mike Gee.

IN PICTURES: ARN Distributor Roundtable, Sydney, 26.08.15 (+26 photos)

iasset.com is a channel management ecosystem that automates all major aspects of the entire sales, marketing and service process, including data tracking, integrated learning, knowledge management and product lifecycle management.

Show Comments