[October 08, 2008]

Holcim Selects Aeroprise

(Wireless News Via Acquire Media NewsEdge)
Aeroprise, a mobility solution for BMC Remedy, announced that cement
maker Holcim is using its software to run BMC Remedy Service Desk 7
from BMC Software on BlackBerry smartphones.

Managers use BlackBerry smartphones to monitor service performance,
approve change requests and escalate trouble tickets submitted by IT
technicians, who now update, create and reassign records from the field.

Aeroprise stated that its Mobility for BMC Remedy mobilizes service
desk, asset management and change management applications in three days
-- without any modifications to the back-end system -- and
automatically updates BMC Remedy workflow changes on the handheld
device to ensure ITIL compliance.

Holcim hosts its North American Support Center (NASC) in Dundee,
Michigan, where IT operations for more than 200 offices and
manufacturing facilities in the US and Canada are managed. It is a
subsidiary of Holcim Ltd., which has 90,000 employees in more than 70
countries.

Service requests, or so-called trouble tickets, ranging from individual
laptop computer failures to manufacturing equipment malfunctions are
tracked by NASC in BMC Remedy, a client-server application. Prior to
deploying Aeroprise, Holcim computer systems administrators (CSAs) had
to return to the office after each assignment in order to receive and
update trouble tickets.

"With demand for IT services increasing, time is our most valuable
resource," said Preston Abadie, manager of technical architecture at
NASC Technical Services. "Before Aeroprise, managers had no real-time
insight into IT, and CSAs spent countless hours each week traveling to
and from the office to access BMC Remedy. This negatively impacted
responsiveness and productivity -- not to mention fuel costs."

With Aeroprise, CSAs receive, update, reassign, search and create
trouble tickets and asset records on BlackBerry smartphones. Service
updates remotely filed by support technicians are instantly mirrored in
the back-end system. Business managers can track service level
performance, monitor business-critical system availability and respond
to time-sensitive requests after hours or while in meetings. Users can

personalize Aeroprise Mobility through a Web-based console to determine
which BMC Remedy features they want to mobilize including fields,
alerts and reports. Aeroprise Mobility ties into Holcim service level
agreements (SLAs), so technicians can manage project workloads against
required response times.

"Because Aeroprise works seamlessly with BMC Remedy and the BlackBerry
solution, deployment was uncomplicated and took less than one week,"
said Abadie. "We anticipate an increase in SLA compliance of 12 percent
to 15 percent within one year. Other benefits are likely to include
reduced fuel costs, increased equipment uptime and less paper-based
reporting. Finally, we will have greater transparency in IT operations,
strengthening the bond between IT and the business community we serve."

"Enterprise mobility is broader than simply allowing workers to access
email from cell phones. Industry leaders like Holcim are grasping the
true essence of what is possible, including enterprise application
continuity and business process workflow," said Dan Turchin, CEO of
Aeroprise. "In deploying Aeroprise, Holcim has extended its IT service
management beyond the confines of the business desk to the business
world. This strategic use of enterprise mobility puts Holcim at the
cutting-edge of technology adopters and truly separates the company
from its competition."

((Comments on this story may be sent to newsdesk@closeupmedia.com))

((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))

Copyright ? 2008 Wireless News

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