Story
BMC
AircallAircall Brings IT Service Requests onto BMC
Aircall, an information technology organization in France, uses Helix ITSM from BMC to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Helix ITSM is the governed place IT and employees use for IT service management |
Story
Information Technology work at Aircall spans more than one site, even when headquarters sits in France. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
BMC (Helix ITSM) is what they standardized on. BMC provides IT service management, operations, and workflow automation software, including Helix and Control-M. Aircall uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
