As a global enterprise data center services provider, CyrusOne, a wholly owned subsidiary of Cincinnati Bell Inc. (CBB), delivers increased availability and efficiency for its customers’ mission-critical applications – as well as the peace of mind that comes with the elimination of IT outages and other headaches. The company needed a more robust IT service management solution to deliver a consistent customer experience across all its data centers. It implemented the BMC Remedy OnDemand IT Service Management suite from BMC Software (NASDAQ: BMC) to achieve this goal. CyrusOne specializes in highly reliable enterprise data center colocation, engineering facilities with the highest power redundancy (2N architecture using CyrusOne’s Meshed Design) and power-density infrastructure required to deliver excellent availability. The colocation provider chose BMC Software because it enabled exceptional features for customers, while providing a proactive approach to problems, superior capture of billable activity, and the ability to deliver the consistent customer experience it was seeking. “Remedy OnDemand is a scalable, integrated service management platform that helps us better manage the lifecycle of our customers and their mission-critical infrastructure,” said Mike Duckett, chief operating officer at CyrusOne. “It delivers an additional level of transparency for customers into data center operations and support activities rarely available to enterprises today. Also, BMC is helping us ensure our operation teams benefit from the structured ITIL®/ITSM methodology and repeatable processes that are vital for consistently delivering exceptional customer service.” The company’s customers include more than 100 of the Fortune 1000 companies and nine of the Fortune 20, which CyrusOne serves through facilities across the United States, Europe and Asia. Each is designed to deliver flexibility and scale to perfectly match the specific growth needs of each customer. The Challenge CyrusOne needed to replace its previous IT management system with one that could provide better visibility into the effectiveness of operations, enable proactive notification of colocation customer events, deliver a consistent customer experience across all its data centers, and scale to handle rapid growth.
The SolutionCyrusOne chose the BMC Remedy OnDemand IT Service Management solution because it provided consistent, repeatable and automated processes that streamlined, simplified and optimized operations, to support superior customer service. Benefits By implementing the BMC Remedy OnDemand solution, CyrusOne anticipates a number of benefits, including:
- Higher revenues through improved ability to capture and identify billable activities that had not previously been billed
- Reduced possibility for errors that could result in loss of revenue
- Improved customer satisfaction by enabling self-service visibility into costs of services
- Competitive differentiation through its ability to offer services that competitors cannot deliver
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