Story
BMC
NewsBMC at News: IT Service Requests
News, a communication services organization in the United States, uses AMI from BMC to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through AMI |
| Capability | IT and employees work from the same AMI record for IT service requests |
Story
News did not need another dashboard that nobody opened. It needed IT service management to move. In the United States, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
AMI from BMC is now in that path. BMC provides IT service management, operations, and workflow automation software, including Helix and Control-M. The company treats it as production tooling for IT service management, which is why IT and employees live in it rather than exporting from it once a quarter.
News can show how IT service requests is handled today. That is the value: a repeatable way to run IT service management on software the rest of the industry already recognizes.
