CUSTOMER SUCCESS: Rackspace Drives State-of-the-Art IT Hosting Services, Reduces IT Costs with BMC Software
June 23 2009 - 7:45AM
Business Wire
Zero downtime, fanatical support, and meaningful cost savings
are all part of the value proposition that IT hosting provider
Rackspace promises to thousands of customers worldwide.
To deliver on that pledge, Rackspace built its infrastructure to
deliver IT as a business service. Following a competitive
evaluation, the company turned to BMC Software (NYSE:BMC) to
support its strategic �Service Innovation� initiatives.
�Our relationship with BMC Software has been a phenomenal
success,� said David Mills, director of service innovation at
Rackspace. �As a direct result of BMC solutions, we can now handle
three to four times more events each month with the same resources.
We have enormous momentum, and senior management is pushing the
team to deliver even higher levels of automation.�
BMC provides Rackspace with an integrated environment that helps
operations personnel quickly identify and respond to events that
might disrupt services to customers. As a result, the Rackspace IT
organization has achieved a number of major objectives,
including:
- Completion of an
event-to-service correlation project in only eight weeks,
significantly reducing the number of help-desk tickets.
- Recovery of nearly 200 hours of
productivity by automating the processes for handling routine
errors.
- Creation of a workflow to
automatically scan server patches, eliminating approximately 10,000
level-1 incidents while ensuring compliance with customer
accreditation policies.
Historically, Rackspace operations personnel had to maneuver
through a six-step process to respond to each event, many of which
did not require intervention. To resolve this issue, BMC leveraged
its longstanding alliance with Dell, offering a comprehensive
solution architecture based on BMC Atrium solutions and Dell
PowerEdge servers. Rackspace selected the joint solution, choosing
BMC to integrate service management, problem management and service
automation.
�Our growth during the past decade has been very strong, and we
scaled our delivery capability by hiring more and more employees,�
continued Mills. �But we recognized that while our people are
highly motivated, that same desire to make a difference meant that
they were becoming frustrated with repetitive, manual processes.
Increasing the level of automation to eliminate tedious tasks and
make support roles more interesting became an important business
objective for Rackspace.�
Business runs on IT. IT runs on BMC Software.
The most demanding IT organizations in the world rely on BMC
Software across both distributed and mainframe environments.
Recognized as the leader in Business Service Management, BMC�s
comprehensive approach and unified platform helps IT organizations
cut cost, reduce risk and drive business profit. For the four
fiscal quarters ended March 31, 2009, BMC revenue was approximately
$1.87 billion. Visit www.bmc.com for more information.
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
2009 BMC Software, Inc.
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