THAI transforms I.T. organization with BMC software reduces service variability, improves customer service with BMC Remedy IT Service Management Suite
Bangkok, Thailand (BUSINESS WIRE) - BMC Software (NYSE:BMC) today announced that Thai Airways International Public Company Limited (THAI), Thailand's national air carrier, has selected BMC's Software's leading IT Service Management solutions to transform its IT organization.
By aligning IT with business priorities, THAI has enhanced IT operations, efficiency, and most importantly, improved the customer experience and service.
Continuous service quality improvement helps to maintain THAI's market leadership, but also places heavy demands on IT.
"Continuous service improvements, high availability and lower costs is a tough combination," said Captain Sopit Pokasoowan, THAI's Vice President, Aviation Resources Development Department, and Acting Vice President, Information Technology Services Department.
With growing demands on the IT organization to improve service and reduce costs, THAI looked to BMC Software to streamline its customer services workflow, as well as change and incident management to ensure its systems and infrastructure are aligned with business needs and objectives.
To do this, THAI required an IT Infrastructure Library (ITIL?)-based solution that could pull theory into action, standardizing and controlling processes while providing greater visibility and measurement of service level agreements and performance.
By selecting the BMC Remedy ITSM suite, THAI IT Services department, which manages customer enquiries, incident reporting and resolution and service requests, has: Closed the loop between customer services technology, people and processes; Created a single repository of IT assets and a clear picture of their interrelationships and business service sensitivities; Instituted an ITSM system and practices compliant with ITIL; and Lowered cost of IT management, despite rampant customer growth.
Previously, the IT organization had difficulty managing the volume of enquiries and required hours of manual, staggered follow-up and unstructured troubleshooting to address service incidents and problems.
"It was costly and made managing the incident lifecycle unwieldy," Captain Sopit said. "Automation is the answer to managing these underlying processes. We love people, but in these environments the speed and accuracy of automated management is unrivalled."
Working with BMC Premier partner DataPro Computer Systems Thailand on the implementation, THAI is leveraging four industry-leading BMC Remedy IT Service Management applications including BMC Remedy Service Desk, BMC Remedy Asset Management, BMC Remedy Change Management and BMC Service Level Management.
The solution also includes shared data repository BMC Atrium Configuration Management Database (CMDB), to map dependencies between business processes, users, and IT infrastructure for the asset management.
"This is the start of a strategic IT re-orientation to link hands with business service priorities, using systems management to detect root causes and fix them before they impact our customers," Captain Sopit said. "The ultimate measure of our team's performance is from the outside in ? from the customer's point of view. We now have the framework to outperform customer expectations, which will help keep them flying with THAI."
Mike Davies, BMC's general manager for South Asia, said: "The cost efficiencies that Business Service Management and Service Automation solutions offers to a business are significant, but the quality of the contribution and improvements it offers to a business's overall customer services is paramount, particularly for businesses that are distinguished by superior services. As the leading provider of Business Service Management and Service Automation solutions, we are committed to ensuring our customers' IT organizations, like THAI, not only supports the business, but is a strategic advantage delivering the highest levels of service quality and cost savings."
About Thai Airways International Public Company Limited
Thai Airways International Public Company Limited (THAI) is the designated flag-carrier of the Kingdom of Thailand. THAI's philosophy is to provide full service to premium passengers, while maintaining its standard of service to leisure travelers.
THAI aims to be the "First Choice Carrier with Touches of Thai". THAI is one of the five founding member airlines of Star Alliance. More information on THAI is available at www.thaiairways.com.
About BMC Software
BMC Software is a leading global provider of enterprise management solutions that empower companies to automate their IT and prove its business value. Delivering Business Service Management and Service Automation, BMC solutions span enterprise systems, applications, databases and service management. For the four fiscal quarters ended March 31, 2008, BMC revenue was approximately $1.73 billion. For more information, visit www.bmc.com.
Copyright 2008 BMC Software, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.
BMC Software
Jessica Walker-McFarland, +61 488 314
059jessica.walker@bmc.com www.bmc.com
or PC & Associates Consulting Co. Ltd.
Pranee Chalermtanasak, +668 1826 4121 pranee@pc-a.co.thor
THAI
Komkanok Wongpanicha, +668 1555 6565 kornkanok.w@thaiairways.com
Bangkok, Thailand (BUSINESS WIRE) - BMC Software (NYSE:BMC) today announced that Thai Airways International Public Company Limited (THAI), Thailand's national air carrier, has selected BMC's Software's leading IT Service Management solutions to transform its IT organization.
By aligning IT with business priorities, THAI has enhanced IT operations, efficiency, and most importantly, improved the customer experience and service.
Continuous service quality improvement helps to maintain THAI's market leadership, but also places heavy demands on IT.
"Continuous service improvements, high availability and lower costs is a tough combination," said Captain Sopit Pokasoowan, THAI's Vice President, Aviation Resources Development Department, and Acting Vice President, Information Technology Services Department.
With growing demands on the IT organization to improve service and reduce costs, THAI looked to BMC Software to streamline its customer services workflow, as well as change and incident management to ensure its systems and infrastructure are aligned with business needs and objectives.
To do this, THAI required an IT Infrastructure Library (ITIL?)-based solution that could pull theory into action, standardizing and controlling processes while providing greater visibility and measurement of service level agreements and performance.
By selecting the BMC Remedy ITSM suite, THAI IT Services department, which manages customer enquiries, incident reporting and resolution and service requests, has: Closed the loop between customer services technology, people and processes; Created a single repository of IT assets and a clear picture of their interrelationships and business service sensitivities; Instituted an ITSM system and practices compliant with ITIL; and Lowered cost of IT management, despite rampant customer growth.
Previously, the IT organization had difficulty managing the volume of enquiries and required hours of manual, staggered follow-up and unstructured troubleshooting to address service incidents and problems.
"It was costly and made managing the incident lifecycle unwieldy," Captain Sopit said. "Automation is the answer to managing these underlying processes. We love people, but in these environments the speed and accuracy of automated management is unrivalled."
Working with BMC Premier partner DataPro Computer Systems Thailand on the implementation, THAI is leveraging four industry-leading BMC Remedy IT Service Management applications including BMC Remedy Service Desk, BMC Remedy Asset Management, BMC Remedy Change Management and BMC Service Level Management.
The solution also includes shared data repository BMC Atrium Configuration Management Database (CMDB), to map dependencies between business processes, users, and IT infrastructure for the asset management.
"This is the start of a strategic IT re-orientation to link hands with business service priorities, using systems management to detect root causes and fix them before they impact our customers," Captain Sopit said. "The ultimate measure of our team's performance is from the outside in ? from the customer's point of view. We now have the framework to outperform customer expectations, which will help keep them flying with THAI."
Mike Davies, BMC's general manager for South Asia, said: "The cost efficiencies that Business Service Management and Service Automation solutions offers to a business are significant, but the quality of the contribution and improvements it offers to a business's overall customer services is paramount, particularly for businesses that are distinguished by superior services. As the leading provider of Business Service Management and Service Automation solutions, we are committed to ensuring our customers' IT organizations, like THAI, not only supports the business, but is a strategic advantage delivering the highest levels of service quality and cost savings."
About Thai Airways International Public Company Limited
Thai Airways International Public Company Limited (THAI) is the designated flag-carrier of the Kingdom of Thailand. THAI's philosophy is to provide full service to premium passengers, while maintaining its standard of service to leisure travelers.
THAI aims to be the "First Choice Carrier with Touches of Thai". THAI is one of the five founding member airlines of Star Alliance. More information on THAI is available at www.thaiairways.com.
About BMC Software
BMC Software is a leading global provider of enterprise management solutions that empower companies to automate their IT and prove its business value. Delivering Business Service Management and Service Automation, BMC solutions span enterprise systems, applications, databases and service management. For the four fiscal quarters ended March 31, 2008, BMC revenue was approximately $1.73 billion. For more information, visit www.bmc.com.
Copyright 2008 BMC Software, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.
BMC Software
Jessica Walker-McFarland, +61 488 314
059jessica.walker@bmc.com www.bmc.com
or PC & Associates Consulting Co. Ltd.
Pranee Chalermtanasak, +668 1826 4121 pranee@pc-a.co.thor
THAI
Komkanok Wongpanicha, +668 1555 6565 kornkanok.w@thaiairways.com
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