CUSTOMER SUCCESS: EasyStreet Gets Easier Handling of Service Requests with BMC Software

  CUSTOMER SUCCESS: EasyStreet Gets Easier Handling of Service Requests with
  BMC Software

 BMC FootPrints solution helps infrastructure provider increase productivity
                          and customer satisfaction

Business Wire

HOUSTON -- January 8, 2013

EasyStreet Online Services is Oregon’s leading managed services provider,
offering a full range of IT infrastructure solutions. As its client roster
grew, the company experienced difficulty tracking large quantities of service
requests over multiple channels, such as email and phone. It therefore sought
a solution that would consolidate IT service management functions while
supporting its planned implementation of IT Infrastructure Library® (ITIL®)
best practices.

After evaluating multiple vendors, EasyStreet selected the BMC FootPrints
solution from BMC Software (NASDAQ: BMC) because it fully supported multiple
channels, offered streamlined ITIL compatibility tools and was able to work
with any operating system.

“Where we previously had to manually record our regular trouble requests and
adjust our resolution processes based on rough guesses, we now have the
ability to analyze reliable metrics and use them to define standard
processes," said John Beaston, cofounder and vice president of customer
services at EasyStreet.

Beaston added, “We have found the BMC FootPrints product to be such a useful
tool that we have since employed it in a variety of situations we didn’t even
consider during our initial purchase.”

The Challenge

EasyStreet needed to replace its email-based tracking system for service
requests with a full-featured IT service management solution that could handle
high volumes of service requests, accommodate multiple channels and support
ITIL best practices.

The Solution

The company implemented the BMC FootPrints solution to achieve its objectives
and further expanded its use to manage a broad range of processes for its IT
support and operation groups.


By implementing the BMC FootPrints solution, EasyStreet has experienced a
number of benefits, including:

  *Increased productivity for its IT support and operation staff
  *Increased customer satisfaction
  *Quicker and easier ITIL implementations

For more information on EasyStreet’s implementation and the BMC FootPrints
solution, please:

  *Read the full EasyStreet case study
  *Access the BMC FootPrints community
  *Visit the On the Mark blog
  *Follow @BMCSoftware and @BMC_FootPrints 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.

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the
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logo are the exclusive properties of BMC Software, Inc., are registered with
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countries. All other trademarks or registered trademarks are the property of
their respective owners. © Copyright 2013 BMC Software, Inc.


BMC Software
Tara Hanney, +1-713-918-2745
Ogilvy PR Worldwide
Kellie Willman, +1-415-677-2708
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