BMC TrueSight Operations Management End User Experience

How has the solution affected your management of the end-user experience? Please provide an example.

Paul Mercina
Director Product Management at Park Place Technologies
It has also improved our ability to fix it right on the first call. It gives us the root cause of the problem, and it automates that whole triage. We're now at somewhere around a 97 percent first-time fix rate. And that's only going to get better as we get more experienced with the product. And that's important to our customers. When we come out, we're going to fix it right on the first call and not have to come again and again and again. That's really important to the uptime in their IT. We have a graphical representation of this very thing. It shows the old way of service delivery, in which the customer first had to recognize they had a problem. Once they recognized they had a program, they had to call in or email and open a ticket. Once they opened a ticket, the whole troubleshooting process would begin. We were often calling them as many as eight times per ticket, just to get information about the failure. That was taking a lot of time from the customer. After that, we would have to dispatch someone with the right part or the right solution, and oftentimes we either brought the wrong part, or we had to bring a handful of parts, which was costly for us and would drive up the cost of the service for the customer. And often there would be a repeat call, because we might not have brought the right part or have sent the right level of skill out on that call. That was the old way of doing it. The new way of doing it for the end-customer is that we call them to let them know we have spotted a problem with their server, for instance, and that we're working on it. We don't have to bother them for log files or diagnostic logs or any of that information anymore because it all comes packaged with the alert from TrueSight. The customer really only hears from us two times now: once, when we open the ticket to let them know we've seen a problem and again after we've resolved it. Another example is that many of our customers have equipment in co-location centers and offsite data centers, where they don't even have anyone to see that there's a problem. Now, we are driving a lot of efficiency for them. They don't have to send people out to check on problems anymore or pay somebody who is running the co-lo to go out and check on something. We're able to see it all remotely through the monitoring tool. That's another huge benefit that we've heard about from our customers.
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Monitori66fb
Monitoring Architect at a manufacturing company with 10,001+ employees
The solution affected our end user experience management very positively. Our application teams are very excited about what we're doing with the reduction in headcount. More importantly, the automation that it has brought to us has streamlined so many manual tests, The teams are very happy with the way things are going.
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