|[January 02, 2013]
CUSTOMER SUCCESS: Pembrokeshire County Council Votes for Help Desk Improvements with BMC Software
LONDON --(Business Wire)--
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 lifecycle.
The Council selected BMC Track-It! help
desk software from BMC Software (News - Alert) (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."
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 Council selectd 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
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:
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