Story
BMC
FoxBMC at Fox: IT Service Requests
Fox, a communication services organization in the United States, uses AMI from BMC to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | AMI is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Fox grew IT service requests faster than the local tools around it. From the United States, communication services teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out AMI put IT service management on BMC. BMC provides IT service management, operations, and workflow automation software, including Helix and Control-M. Fox keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
