CITIC Telecom International CPC Limited (CITIC Telecom CPC), a wholly-owned subsidiary of CITIC Telecom International Holdings Limited (SEHK: 1883) and a leading ICT solutions partner in APAC, has deployed BMC Software's (NASDAQ: BMC) award-winning Remedy Action Request System (ARS) and Remedy Service Desk solutions. The BMC Remedy IT Service Management ( ITSM) solution was selected to underpin the consolidation of multiple IT service management processes and platforms. The BMC Remedy Service Desk solution has also been critical to the automation and optimization of multiple IT processes, essential in providing consistent service quality for CITIC Telecom CPC’s customers across the Asia Pacific region. Adopting the BMC Action Request System and Remedy Service Desk solutions was an essential part in CITIC Telecom CPC’s process for ISO 20000 certification in 2011. ISO 20000 is an international standard that allows organizations to demonstrate and prove alignment to IT Infrastructure Library® (ITIL®) best practice in IT service management - qualifying the company as one of 18 certified organizations in Hong Kong to date. Additionally, the company has lowered risk and achieved compliance by automating key service management processes and optimized IT assets through better resource efficiency. In turn, reduced operational costs and increased efficiency has made CITIC Telecom CPC’s IT department more profitable. CITIC Telecom CPC offers its customers a broad range of innovative ICT services, including internet protocol leased circuit, multi protocol label switching VPN, cloud computing and more. Previously, each solution was provided independently and had a unique management platform for service delivery. As customer needs became increasingly sophisticated and started to span multiple business services and geographies, it was necessary for CITIC Telecom CPC to unify its service management functions on a single platform for a comprehensive, central view of customers. “We have already experienced significant improvement in the short time since deploying the solution. By effectively optimizing our resources, we can now focus on delivering innovative services for our customers, as we no longer have to cross reference the systems for a comprehensive view of our customers’ activity,” said Daniel Kwong, VP, IT & Security Services, CITIC Telecom CPC. “With the detailed central view and management of customer data and services, we have also seen a reduction in the time for on boarding new services. We anticipate more benefits from the deployment in the long run.”
Because it is easily configurable, CITIC Telecom CPC chose BMC’s Remedy Service Desk solution to automate daily and routine tasks and operations to improve efficiency and service quality. With the integration of information across business units, CITIC Telecom CPC staff can now easily access and respond to customers with information at a glance. The BMC Remedy Service Desk solution was critical in providing the comprehensive 24x7 support CITIC Telecom CPC has for both its retail and wholesale customers.“We are pleased to partner with CITIC Telecom CPC, a company that is well known for delivering innovative ICT services in Hong Kong,” said Steve Su, country manager, greater China region, BMC Software. “With a reliable automation and service desk solution, like BMC Remedy Service Desk, in place, CITIC Telecom CPC can focus on bringing leading-edge technologies to its customers and the ICT market across Asia.” Additional Information www.bmc.com. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2012 BMC Software, Inc.
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