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International retailer gains efficiency and revenue with best-in-class ITSM

  • 20% Increase in first-call resolution

    20%

    increase in first-call resolution

  • 300% Rise in self-service adoption

    300%

    rise in self-service adoption

  • Strong ITIL® alignment

    Strong

    ITIL® alignment

Business Challenge

With revenues of more than $3 billion USD, Mercator Group operates dozens of companies and businesses across Southeastern Europe powered by nearly 900 servers, 2,600 network devices, 2,200 PCs, and 3,400 point-of-sale (POS) systems. As it outgrew legacy IT service management (ITSM) systems, the company sought to transform IT into a modern operation aligned with ITIL® best practices.

BMC Solution

Mercator chose BMC to help drive its IT transformation based on several factors including out-of-the-box support for ITIL; BMC’s consistent placement in the Gartner leaders’ quadrant for ITSM solutions; and the proven reputation and stability of BMC Software as a technology provider.

Business Impact

BMC solutions have helped Mercator mature its ITSM capabilities across the enterprise, with particular emphasis on service desk, performance and availability monitoring, change management, and release management.

  • The number of tickets submitted through a self-service portal has risen from 25% to 75%, freeing up agents’ time and increasing productivity.
  • First-call problem resolution in Slovenia increased 20% in the first six months.
  • BMC solutions power an internal business unit to sell IT consulting services and solutions, creating a new revenue stream for the company.
  • Consolidated monitoring and proactive resolution enable staff to head off problems before they affect users and business services.
  • Standardized ITIL processes and categorizations have improved service desk efficiency and performance assessment.
  • Automated discovery provides a centralized repository of configuration items, enabling faster problem resolution and informed purchase decisions.

“我们 IT 流程的标准化和优化改革才起步不久,就已经取得了显著效益。”

— Mercator 项目经理 Damir Suban

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第 3 次蝉联“公认领导者”

Gartner 2016 Magic Quadrant for IT Service Support Management Tools
Gartner 2016 Magic Quadrant for IT Service Support Management Tools