How Dell Does IT: Global Service

“BMC Remedy software can help a range of enterprises simplify IT and refocus their resources on more innovative projects. Our group is gaining valuable hands-on experience with the newest versions of the BMC Remedy tools. We pass that experience on to our account teams and share it with our Dell customers who use BMC Remedy themselves today.”

Improve the speed and efficiency of solving help-desk issues, integrate a wide range of IT processes, and enhance collaboration among multiple service desk locations around the world.

Dell deployed the BMC Remedy IT Service Management software suite to bolster service-desk efficiency, improve integration of related processes, and enhance collaboration among service desk technicians.

•Run IT Better: Integrated key IT processes, including service desk, change management, release management, asset management, configuration management, request fulfillment, and service-level management; reduced Mean Time to Restore Service (MTRS); supported 90,000 users in hundreds of global physical locations with just 50 first-line service desk technicians; consolidated 40 individual service support applications and seven work order and trouble ticket applications, creating a one-stop shop.