CUSTOMER WIN: EMBARQ Keeps the Lines Connected with BMC Software

In less than a year, telecommunications giant EMBARQ stabilized its IT environment and avoided a significant revenue loss thanks to BMC Software’s (NYSE:BMC) Atrium Orchestrator.

In early 2008, EMBARQ began looking for a sophisticated automation tool that would enable its IT staff to spend less time on manual tasks and focus on improving service to the company and its customers. EMBARQ wanted a solution that could integrate seamlessly into its existing IT infrastructure and be operational within 90 days. After a thorough competitive review, EMBARQ selected BMC.

“As a large telecommunications company with several lines of business, we were looking for software that would plug right into our system and provide us with simplified and standardized management capabilities,” said Jake Case, automation services program manager with EMBARQ. “BMC provides us with a reliable and fully automated management platform that ensures our applications are always available and performing at optimal levels.”

EMBARQ’s first priority was to get better control of its Wintel server environment. Now, if a Windows server crashes, BMC Atrium Orchestrator is automatically triggered to reboot the server and put it back online.

BMC Atrium Orchestrator also remediates a competitor’s performance management solution that crashes often – more than 1,000 times during one five-month period – and fails to provide surveillance agents with necessary information. Now when an incident occurs, the BMC solution notifies EMBARQ IT, logs the error, restarts the agent and verifies that the process is running again. It also logs an incident ticket so the company can track the change. Prior to BMC, each one of those incidents required an individual manual fix.

The third challenge for BMC Atrium Orchestrator was setting an alarm for server capacity. When a server nears capacity, BMC automation cleans up space on the drives, inventories the changes and dispatches a ticket to the IT staff to alert them of the problem.

In one instance, BMC Atrium Orchestrator responded to an application outage that threatened to knock out a key part of EMBARQ’s business that would have cost the company a significant loss in revenue. With BMC Atrium Orchestrator, EMBARQ fixed the problem in minutes, instead of the three to five days it would have taken without the solution.

“From the perspective of management or the stockholders, when you can prevent the loss of a significant amount of revenue related to a customer impacting outage, that speaks volumes,” Case said. “It’s a big, big win internally.”

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 help IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended June 30, 2009, BMC revenue was approximately $1.88 billion. Visit 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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