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Leading IT service provider manages 250% more users while maintaining exceptional service delivery

250% increase

in users managed

21% increase

in call volumes handled

Zero impact

on SLA compliance

Video: Buchanan Technologies ensures optimized IT services with BMC Digital IT Solutions

Buchanan Technologies utilizes Remedy with BMC Digital Workplace (formerly MyIT) and Smart IT to support their customers’ help desk requests—increasing end user satisfaction and decreasing overall costs. With TrueSight Operations Management, their IT operations team can better correlate, analyze, and prioritize event data to focus on business-critical issues. (1:49)

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Business Challenge

Founded in 1988, Buchanan Technologies is experiencing rapid growth with over 850 employees as enterprises across the U.S. and Canada turn to this IT services leader for help desk and managed services. The company recently launched a transformational initiative to position itself to support growth and empower its customers to excel in the digital economy. The primary challenge in achieving the company’s transformational objectives was to maintain reliable service delivery throughout the transformation without a corresponding increase in IT resources.

BMC Solution

Buchanan Technologies is leveraging the functionality, integration, and scalability of Remedy, TrueSight Operations Management, and BMC Client Management (now part of the BMC Helix portfolio) to support its evolving digital service management strategy.

Business Impact

The BMC solutions are enabling the company to handle a rapidly growing number of end users and accommodate increasing ticket volumes while maintaining service quality.

  • The service management staff has managed a 250% increase in users and a 21% increase in call volumes while continuing to meet service level agreements.
  • Automatic ticket generation and operational IT analytics are accelerating problem reporting and resolution.
  • Smart IT mobile capabilities have increased support team productivity for the company and its customers.
  • Smart Reporting gives customers visibility into their environments, reducing the load on Buchanan’s support staff

“The BMC solutions provide a single point of reference with a seamless, consolidated view across our environment as well as customer environments. As a result, we can ensure that customer environments are as good as they can be today and that we constantly improve reliability and performance over time.”

— Darvey Lavender, Director of Business Information Systems, Buchanan Technologies

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