NEC Australia is to overhaul its managed services delivery platform in an effort to grow its overall managed services customer base, currently 200,000 devices strong.
The project involves the replacement of NEC’s existing HP service desk environment with BMC’s Remedy IT Service Management (ITSM) Suite which will provide managed services customers with new IT service management capabilities, improved service delivery and enhanced reporting features.
New capabilities include a service catalogue and customer portal, request management and real-time performance and return on investment (ROI) metrics reporting through dashboard style reporting.
It will also reduce complexity and make customer support, change, asset and request management a smoother process, according to the company.
The overhaul will also help NEC align its support processes with Information Technology Infrastructure Library (ITIL) v3 compliant processes.
David Snapp, executive general manager of NEC Australia’s managed services group, said the BMC Remedy ITSM Suite would reduce complexity and make customer support, change, asset and request management a smoother integrated process.
“We’ll be able to prioritise activities and focus on critical business services, thus improving response times and performance against our service level agreements,” he said in a statement.