BMC
Options de contact BMC

Sélectionnez le lien ci-dessous correspondant à votre besoin.

Pour des questions sur les produits, solutions et services BMC, vous pouvez également appeler au numéro ci-dessous :

1‑855‑834‑7487

International retailer gains efficiency and revenue with best-in-class ITSM

  • 20% Increase in first-call resolution

    20%

    increase in first-call resolution

  • 300% Rise in self-service adoption

    300%

    rise in self-service adoption

  • Strong ITIL® alignment

    Strong

    ITIL® alignment

Business Challenge

With revenues of more than $3 billion USD, Mercator Group operates dozens of companies and businesses across Southeastern Europe powered by nearly 900 servers, 2,600 network devices, 2,200 PCs, and 3,400 point-of-sale (POS) systems. As it outgrew legacy IT service management (ITSM) systems, the company sought to transform IT into a modern operation aligned with ITIL® best practices.

BMC Solution

Mercator chose BMC to help drive its IT transformation based on several factors including out-of-the-box support for ITIL; BMC’s consistent placement in the Gartner leaders’ quadrant for ITSM solutions; and the proven reputation and stability of BMC Software as a technology provider.

Business Impact

BMC solutions have helped Mercator mature its ITSM capabilities across the enterprise, with particular emphasis on service desk, performance and availability monitoring, change management, and release management.
  • The number of tickets submitted through a self-service portal has risen from 25% to 75%, freeing up agents’ time and increasing productivity.
  • First-call problem resolution in Slovenia increased 20% in the first six months.
  • BMC solutions power an internal business unit to sell IT consulting services and solutions, creating a new revenue stream for the company.
  • Consolidated monitoring and proactive resolution enable staff to head off problems before they affect users and business services.
  • Standardized ITIL processes and categorizations have improved service desk efficiency and performance assessment.
  • Automated discovery provides a centralized repository of configuration items, enabling faster problem resolution and informed purchase decisions.

« Nous venons juste d'entamer notre démarche de normalisation et d'optimisation des processus informatiques et nous en retirons déjà des avantages considérables. »

— Damir Suban, Chef de projets, Mercator

Let's discuss your transformation

Contact Sales ›
Download PDF ›

Featured offerings:

Atrium Configuration Management Database (CMDB)

Une source de référence extrêmement fiable pour les composants, systèmes et services informatiques à l'origine de vos environnements métier et informatique.

En savoir plus

Discovery (ADDM)

Automatic discovery of data center inventory, configuration, and relationship data

En savoir plus | Start a free trial

Remedy Service Management Suite

Plate-forme de gestion des services innovante conçue en natif pour la mobilité, avec une expérience utilisateur intuitive, élégante et centrée sur les personnes.

En savoir plus | Lancer une évaluation gratuite

Un "Leader reconnu" pour la troisième année d'affilée

Gartner Magic Quadrant names BMC a leader in IT Service Support Management Tools
Gartner Magic Quadrant names BMC a leader in IT Service Support Management Tools
BMC Customer Success Stories

BMC digital IT powers 82% of Fortune 500 companies

Read our customer success stories