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Case Study: DeVry Inc. Drives ITIL Strategy

Introduction

This case study of DeVry Inc. is based on a November 2012 survey of BMC Software (Remedy, Remedyforce and FootPrints) customers by TechValidate, a 3rd-party research service.

“The BMC ITSM [solution] is the driving force for us to push the ITIL strategy into our organization where it was not even recognized in the past.”

Challenges

  • Over the past 12 months, their end-users’ expectations and needs have changed in the following ways:
    • Haven’t really changed at all

Use Case

  • Implemented and are actively using the following processes in their ITSM solution:
    • Incident Management
    • Problem Management
    • Service Request Management
    • Change Management
    • Asset Management
    • Knowledge Management
    • Release Management
    • CMDB
  • Has been using their ITSM solution for 1 – 2 years.

Results

  • Saw the following service improvements with their ITSM solution:
    • Resolved incidents and problems faster
    • Fulfilled end-user requests more quickly
    • Realized fewer failed changes
    • Improved SLA compliance
    • Improved customer satisfaction
  • Experienced the following main benefits with their ITSM solution:
    • Lowered the cost of making changes
    • Increased employee and business productivity
    • Improved employee satisfaction
  • Selected a BMC ITSM solution for the following reasons:
    • The people at BMC
    • Strong roadmap and innovation
    • Product capabilities
    • Vendor expertise in ITSM and ITIL
    • Range of integrated solutions
    • Strength of partner network
    • Industry analyst recommendation




About This Data

This data was sourced directly from verified users of BMC Software ITSM by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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