Story
BMC
RakutenRakuten Runs IT Service Management with BMC
Rakuten, an information technology organization in Japan, uses AMI from BMC to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through AMI |
Story
Rakuten grew IT service requests faster than the local tools around it. From Japan, information technology 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. Rakuten 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.
