The Emirates National Oil Company (ENOC), a Dubai-based diversified energy group serving more than 4 million consumers, streamlined its service management processes with BMC Software (NASDAQ: BMC) Remedy IT Service Management solutions as part of its larger effort to create a unified Business Service Management (BSM) strategy.
"Emirates National Oil Company operates a diversified business including oil and gas production plants along with fuel transportation, distribution and retail. 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 formalize 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."
A multi-interest oil and gas group with operations throughout the United Arab Emirates, ENOC manages and monitors IT across a complex infrastructure. ENOC's IT estate includes more than 2,000 end users with 1,800 Microsoft Office and SharePoint licenses, as well as a mixed 3G, IP VPN and leased line network infrastructure. It supports more than 100 gas stations, refineries and lubricant production facilities as well as the supporting administrative offices. Previously, all service requests in this environment were manually addressed through a labor-intensive process.
With the addition of the BMC Remedy IT Service Management (ITSM) Suite, ENOC has automated the service request process by eliminating paper-based approvals and providing access to critical business intelligence needed to resolve issues.
By providing greater visibility into ENOC's IT, the BMC Remedy ITSM suite helped identify redundant licenses, providing significant savings in annual maintenance renewal costs. BMC also helped the customer achieve a new 24x7 level of support and increased the self-service of the service desk with an IT service catalog for more than 1,500 employees. Even when service desk requests doubled, the IT staff was able to reduce the number of requests open more than two days from 10 percent to 1 percent.
BMC Remedy ITSM enables ENOC to generate incident reports and prioritize problems more easily and improve visibility into those processes. The system automatically converts emails and phone calls into incident reports and provides regular tracking of customer feedback and license metering to meet regulatory compliance needs.
The system was implemented by the Dubai branch of Quintica Group, a consultancy that specializes in IT Service Management. Quintica also provided ENOC with ITIL® training, conducted a process assessment using the ISO20000 standard and helped the company develop new service-aligned policies and processes.
"Working together with Quintica Group, we have seriously improved this important customer's productivity and operational efficiency and introduced an unprecedented level of visibility into IT systems and processes. This is very powerful. Not only can this visibility support the re-allocation of resources to more strategic areas of the business, it helps drive down the cost of IT," says Halim Belkhatir, regional director, BMC Software.
Business runs on IT. IT runs on BMC Software.
Business thrives when IT runs smarter, faster and stronger. That's why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended March 31, 2010, BMC revenue was approximately $1.91 billion.
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