ENOC completes next stage of unified BSM strategy

BMC Software wins deal to streamline the oil and gas firm’s business service management systems

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ENOC completes next stage of unified BSM strategy BMC Software's Remedy IT Service Management is to be rolled out to ENOC's retail operations, as well as its administrative and production facilities (ITP Images)
By  Ben Furfie Published  July 13, 2010

Dubai-based Emirates National Oil Company has awarded BMC Software the contract to handle the next stage of the organisation's plans to unify its business service management strategy.

The deal, which will see BMC Software take on responsibility for streamlining ENOC's service management processes, covers its IT estate of more than 2,000 users, 1,800 Microsoft Office and SharePoint licenses, as well as a mixed 3G, IP VPN and fixed line network infrastructure. It also encompasses more than 100 petrol stations, its refineries and lubricant production facilities, as well as ENOC's administrative offices.

The company said that it expects the deployment of BMC's Remedy IT Service Management solution will help to reduce costs at the oil and gas group, as the new system will automatically identify redundant licenses, achieve 24/7 customer support and increase the effectiveness of the firm's self-help facilities. The latter has already cut the number of support tickets open for more than two days from 10% to just 1%, even at peak times.

We needed a solution that could track incidents and licenses and support change management for our end users," said Sina Khoory, CIO at ENOC. "BMC Software helped us formalise and automate our service management approach within the context of our larger BSM platform strategy. BMC Remedy ITSM provides greater visibility into our IT environment, allowing us to make a financial and business case for IT with hard facts and statistics."

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