Beverage Giant Pernod Ricard Pacific Overhauls IT Service Desk with BMC Software
October 07 2008 - 7:45AM
Business Wire
A BMC Software (NYSE:BMC) IT Service Desk overhaul has spiced up
global beverage giant Pernod Ricard Pacific�s IT performance.
Pernod Ricard Pacific has standardized on BMC�s Service Desk
Express, centralizing historically disparate service desks and IT
support processes. It is also implementing the popular service desk
solution to monitor and manage workplace safety compliance. Pernod
Ricard produces and distributes some of the most recognizable
beverage brands in the world, including Absolut Vodka, Chivas
Regal, Jameson�s Whiskey and Jacob�s Creek wine. Its business in
the region is growing exponentially -- both organically and by
acquisition. With two service desks from past acquisitions, Pernod
Ricard Pacific required a centralized service desk solution to help
streamline and automate incident workflow processes, and track and
report incident status and resolutions. Managing approximately 330
tickets per week, Pernod Ricard used a rudimentary in-house
helpdesk system that didn�t integrate several key service desk
functions, including messaging and incident logging. Ciaran Moore,
service desk manager, Pernod Ricard Pacific, said: �Before we
implemented BMC Service Desk Express we faced a slow, manual
process without any audit trail. We couldn�t keep up and our
support of the business suffered as a result. We were constantly
switching between our e-mail application and the incident logging
system to record incidents and communicate progress. E-mail became
the default repository for action items.� Leveraging IT
Infrastructure Library (ITIL�) best practices, BMC Service Desk
Express helped Pernod Ricard Pacific better integrate key service
desk systems by introducing automated processes, workflows,
notifications, and web self-service functions and built-in
reporting systems. In doing so, Pernod Ricard Pacific has reduced
incident call volumes, decreased service desk response and
resolutions times, and improved customer satisfaction with IT. A
key component of Pernod Ricard Pacific�s service desk overhaul was
enhancing measurement capabilities to track and monitor the
effectiveness of IT services delivery to the business. Using
built-in reporting, Pernod Ricard Pacific no longer relies on
abstract manual data extractions. Now, reporting is fluid,
automatic and used by all of IT. �We�re using BMC Service Desk
Express as the barometer to show how well IT is doing in the
business and to minimize business disruption,� Moore said. �The
reporting tool shows us the areas where we under and over perform.
We can look at isolated areas and say �that area is receiving
extremely high call volumes, why is that? And what can we do to
rectify it?� It speeds the resolution process and ensures service
levels are met.� With the new BMC Service Desk Express solution,
Pernod Ricard Pacific is closing two of every three service desk
calls at the first point of contact and is exceeding their target
of 70 percent �good service� rating from the business. Next on tap,
Pernod Ricard Pacific will extend BMC Service Desk Express to
manage workplace safety compliance, by monitoring incidents
relating to health, safety, and quality of the work environment.
�BMC Service Desk Express is an IT tool, but that doesn�t mean it�s
just for IT,� Moore said. �We plan to use the solution to help
manage our ISA compliance throughout the company. For instance, if
there�s a pipe or equipment askew, then the incident is logged and
someone is responsible for fixing it. The process will be monitored
and measured � just like IT.� About BMC Software BMC Software is a
leading global provider of enterprise management solutions that
empower companies to automate their IT and prove its business
value. Delivering Business Service Management and Service
Automation, BMC solutions span enterprise systems, applications,
databases and service management. For the four fiscal quarters
ended June 30, 2008, BMC revenue was approximately $1.78 billion.
For more information, visit www.bmc.com. BMC, BMC Software, and the
BMC Software logo are the exclusive properties of BMC Software,
Inc., are registered with the U.S. Patent and Trademark Office, and
may be registered or pending registration in other countries. All
other BMC trademarks, service marks, and logos may be registered or
pending registration in the U.S. or in other countries. All other
trademarks or registered trademarks are the property of their
respective owners. � Copyright 2008 BMC Software, Inc. �ITIL is a
Registered Trade Mark of the Office of Government Commerce in the
United Kingdom and other countries.
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