Thai Airways Transforms IT Organization with BMC Software
Reduces service variability, improves customer service with BMC Remedy IT Service Management Suite
Bangkok (June 29, 2008) – BMC Software (NYSE: BMC) announced that Thai Airways International Public Company Limited, Thailand’s national air carrier, has selected BMC’s Software’s leading IT Service Management solutions to transform its IT organization. By aligning IT with business priorities, THAI has enhanced IT operations, efficiency, and most importantly, improved the customer experience and service.
Continuous service quality improvement helps to maintain THAI’s market leadership, but also places heavy demands on IT. “Continuous service improvements, high availability and lower costs is a tough combination,” said Captain Sopit Pokasoowan, THAI’s Vice President, Aviation Resources Development Department, and Acting Vice President, Information Technology Services Department.
With growing demands on the IT organization to improve service and reduce costs, THAI looked to BMC Software to streamline its customer services workflow, as well as change and incident management to ensure its systems and infrastructure are aligned with business needs and objectives. To do this, THAI required an IT Infrastructure Library (ITIL?)-based solution that could pull theory into action, standardizing and controlling processes while providing greater visibility and measurement of service level agreements and performance.
By selecting the BMC Remedy ITSM suite, THAI IT Services department, which manages customer enquiries, incident reporting and resolution and service requests, has:
o Closed the loop between customer services technology, people and processes;
o Created a single repository of IT assets and a clear picture of their interrelationships and business service sensitivities;
o Instituted an ITSM system and practices compliant with ITIL; and
o Lowered cost of IT management, despite rampant customer growth.
Previously, the IT organization had difficulty managing the volume of enquiries and required hours of manual, staggered follow-up and unstructured troubleshooting to address service incidents and problems.
“It was costly and made managing the incident lifecycle unwieldy,” Captain Sopit said. “Automation is the answer to managing these underlying processes. We love people, but in these environments the speed and accuracy of automated management is unrivalled.”
Working with BMC Premier partner, DataPro Computer Systems Thailand on the implementation, THAI is leveraging four industry-leading BMC Remedy IT Service Management applications including BMC Remedy Service Desk, BMC Remedy Asset Management, BMC Remedy Change Management and BMC Service Level Management. The solution also includes shared data repository BMC Atrium Configuration Management Database (CMDB), to map dependencies between business processes, users, and IT infrastructure for the asset management.
“This is the start of a strategic IT re-orientation to link hands with business service priorities, using systems management to detect root causes and fix them before they impact our customers,” Captain Sopit said. “The ultimate measure of our team’s performance is from the outside in – from the customer’s point of view. We now have the framework to out perform customer expectations, which will help keep them flying with THAI.”
Mike Davies, BMC’s general manager for South Asia, said: “The cost efficiencies that Business Service Management and Service Automation solutions can offer to a business is significant, but the contribution and improvements it can offer to the overall customer services a business provides is paramount, particularly for businesses that are distinguished by superior services. As the leading provider of Business Service Management and Service Automation solutions, we are committed to ensuring our customers’ IT organizations, like THAI, not only supports the business, but is a strategic advantage delivering the highest levels of service quality and cost savings.”
Source: BMC Software