CUSTOMER SUCCESS: Pembrokeshire County Council Votes for Help Desk Improvements with BMC Software

  CUSTOMER SUCCESS: Pembrokeshire County Council Votes for Help Desk
  Improvements with BMC Software

BMC Track-It! help desk software enables self-service, remote asset management

Business Wire

LONDON -- January 2, 2013

Pembrokeshire County Council is the governing body for Pembrokeshire, one of
the principal areas of Wales. It consists of more than 200 geographically
dispersed sites and has 6,000 employees. Operating with a limited budget and
limited personnel, the Council needed to increase the efficiency of its IT
staff and improve the management and tracking of IT assets throughout their

The Council selected BMC Track-It! help desk software from BMC Software
(NASDAQ: BMC) because the product could clearly meet its needs and had an
excellent reputation as the world’s most widely installed help desk solution.

“The BMC Track-It! software gives us an array of benefits: asset management,
remote access, licensing, self-service and critically, the ability to manage
the 2,000 calls a month we receive more effectively,” said David Parry-Price,
service desk special projects manager at Pembrokeshire County Council.

Parry-Price added, “We have a number of facilities that our technicians have
to visit, so the remote client control facility available through BMC
Track-It! software is invaluable.”

The Challenge

Pembrokeshire needed to prioritize and respond to help desk calls more
effectively, reduce the time spent on low priority calls and travel, as well
as improve asset tracking.

The Solution

The Council selected the BMC Track-It! solution to enable self-service for
users, control assets remotely and obtain comprehensive asset management for
auditing purposes.


With the BMC Track-It! solution, Pembrokeshire achieved important benefits.
The Council:

  *Reduced the number of calls IT staff had to handle by implementing
    self-service capabilities
  *Reduced travel time for technicians via remote asset management
  *Enabled 100 percent tracking of IT assets throughout their entire
  *Improved its ability to meet service-level agreements

For more information on the Pembrokeshire City Council’s implementation and
the BMC Track-It! solution, please:

  *Read the full Pembrokeshire case study
  *Access the BMC Track-It! community
  *Visit the On the Mark blog
  *Follow @BMCSoftware on Twitter
  *Become a fan of BMC on Facebook

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT
organizations around the world — from small and mid-market businesses to the
Global 100 — rely on BMC Software (NASDAQ: BMC) to manage their business
services and applications across distributed, mainframe, virtual and cloud
environments. BMC helps customers cut costs, reduce risk and achieve business
objectives with the broadest choice of IT management solutions, including
industry-leading Business Service Management and Cloud Management offerings.
For the four fiscal quarters ended September 30, 2012, BMC revenue was
approximately $2.2 billion.

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