News Release from BMC - Remedy ITSM

CUSTOMER SUCCESS: TUI InfoTec Upgrades to BMC Software’s Remedy ITSM Solution

The IT service provider of one of Europe’s leading travel companies teams with BMC and ComConsult to deliver better customer service

BERLIN, Feb. 28, 2012 –  BMC Software (NASDAQ: BMC), the leader in IT Service Management (ITSM), today announced that TUI InfoTec GmbH (TUI InfoTec), the IT services provider to Europe’s largest travel group, TUI AG, has enhanced customer service and IT systems support with BMC’s Remedy IT Service Management (ITSM) Suite. 

The BMC Remedy IT Service Management Suite solution’s implementation consolidated a legacy system in TUI InfoTec’s data centers and assisted them in rapidly pursuing their business goal of becoming compliant with IT Infrastructure Library® (ITIL®) standards. The adaptable ITIL solution, with its globally recognized standards, eliminates the need for hard-coded customization and costly upgrades by the TUI InfoTec team, enabling them to streamline TUI InfoTec’s ITIL implementation through configuration to maintain the highest levels of service management.  

BMC and ComConsult, a provider of IT management and enterprise solutions in Germany, Austria and Switzerland, worked closely to analyze the total business case, including what cost savings TUI InfoTec could expect by using the BMC Remedy solution, as well as the project’s projected return on investment. As a result of implementation, TUI InfoTec has experienced improved productivity, full measurement of metrics and key performance indicators as well as ongoing cost savings.    

From a customer perspective, the changeover was effectively seamless. Following an innovative development and deployment methodology, ComConsult hosted a series of workshops aimed at rapid prototyping of BMC’s ITSM solution. The approach accelerated the implementation process and enabled the system to be highly operational for its new users. According to TUI InfoTec, the company had more than 300 individuals using the new system on the first day of implementation with no outages or issues preventing it from providing services.

“We are very pleased to work with BMC and ComConsult,” said Michael Cares, executive director for TUI InfoTec. “Their holistic approach spanned the technical requirements of the ITSM platform and addressed essential processes, making the implementation successful from day one.”

“We are proud to have TUI InfoTec as a customer and we look forward to working with them in service management,” said Jason Andrew, vice president, worldwide strategic alliances and partners, BMC. “This project is a superb example of great collaboration between a thought-leading customer, BMC and our partner, ComConsult.”

Organizations like TUI InfoTec rely on BMC solutions to drive greater efficiency in their service desk and IT operations. Learn how the BMC Remedy IT Service Management Suite solution helps companies meet their growing service desk and IT management needs at Remedy IT Service Management (ITSM) Suite.