CUSTOMER SUCCESS: Major U.S. Healthcare Provider ‘Prescribes’ BMC Software To Ensure High-Quality Patient Care

When Novant Health needed to replace its IT service management (ITSM) tools and processes, the North Carolina-based non-profit healthcare system selected BMC Software’s (NASDAQ: BMC) Business Service Management (BSM) platform to ensure the changes supported the hospital system’s No. 1 priority – providing quality patient care.

With the aid of IT Prophets, a BMC premier partner, Novant implemented the BMC Remedy IT Service Management Suite to integrate ITSM processes and automate manual tasks that increased the uptime of critical systems, reduced service desk call volumes and improved employee productivity.

"Our goal in Novant Information Technology Services is to keep improving the quality of service delivery for our patients,” said Antoine Lindsay, enterprise architect at Novant. "Combined with our ITIL® processes and the training we’re doing for our people, the solutions from BMC Software represent a strong, new IT foundation that will further enhance our reputation for remarkable patient care, while our organization partners with new hospitals and adapts to outside factors like health care reform.”

In addition to the Remedy ITSM Suite, Novant is using the BMC Atrium Discovery and Dependency Mapping solution and the BMC Atrium Configuration Management Database (CMDB) to capture and manage information in physical and virtual IT environments. The CMDB provides an ITIL-recommended "single source of truth” for configuration information on all pieces of the IT infrastructure. ITSM applications integrate with each other through the CMDB to drive further efficiencies.

Novant plans to expand BSM principles to manage physical and virtual assets across mainframe and distributed environments.

"We’re building a foundation for configuration management using BMC’s discovery tool and the CMDB,” Lindsay said. "That will help us better understand the environment, the services that we deliver to our customers and how components of the infrastructure impact the quality of service we provide.”

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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. Visit www.bmc.com for more information.

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