[August 30, 2012]

CUSTOMER SUCCESS: Library Finds IT Easier with BMC Software

Halfway between Denver and Colorado Springs, the Douglas County Library system offers seven facilities that provide thousands of patrons with access to e-books, e-content, movies, and music.

However, while the libraries take pride in their ability to offer content using these new technologies, they needed a new IT service management solution to better manage their operations and customer service.

To solve this problem, Douglas Country Libraries chose BMC Software's (News - Alert) (NASDAQ: BMC) Track-It! solution.

"Our experience deploying BMC Track-It! was seamless," said Monique Sendze, associate director of information technology at Douglas County Libraries. "We consistently receive stellar support from BMC, and this, along with price point, ease of use and administration, as well as the software's unique features, makes the solution stand apart from all competitive offerings."

The Challenge

A cumbersome IT service management process inhibited Douglas County Libraries to easily scale with increased work orders. The previous help desk product lacked integration and reporting capabilities, as well as visibility into work orders. Employees and patrons were left to deal with an inefficient, slow service delivery.

The Solution

Douglas County Libraries chose Track-It! because of its ability to seamlessly integrate wit existing IT management capabilities, and its ability to improve customer service.

Benefits

"One of our favorite aspects of BMC Track-It! is that it enables us to see the history on any user or machine right within the work order," Sendze added. "That is simply awesome."

With its decision to implement the BMC Track-It! solution, Douglas County Libraries has seen significant improvements in service delivery. The biggest business benefits to date include:

• Increased end user satisfaction due to quicker response time
• Automated and streamlined issue reporting improved IT staff efficiency
• Improved IT processes enabled staff to focus more on delivering new technologies and services for the libraries

For more information on Douglas County Libraries' implementation and the BMC Track-It! solution, please visit:

• Read the full Douglas County Libraries case study
• Access the BMC Track-It! Customer Community
• Learn more about BMC Track-It!
• Become a fan of BMC on Facebook

Tweet This: @DCLcolorado improves customer satisfaction with @BMC_TrackIt and streamlines IT processes http://bit.ly/Rme9mG

Business Runs on IT. IT Runs on BMC Software.

Business runs better when IT runs at its best. That's why more than 20,000 IT organizations - from the Global 100 to the smallest businesses - in over 120 countries rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry's broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended June 30, 2012, BMC revenue was approximately $2.2 billion.

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