|[February 18, 2013]
CUSTOMER SUCCESS: Indiana University Delivers Strategic Insight and Operational Efficiency With BMC Software
HOUSTON --(Business Wire)--
Indiana University (News - Alert) is a major multi-campus public research institution
and a world leader in higher education, serving 130,000 students,
faculty and staff. The university needed information from their IT
service management (ITSM) solution that could guide important
strategic decisions - such as resource allocation to support the IT
needs of its learning community. The prospect of becoming an outsourced
IT service management partner for Ivy Tech Community College (News - Alert), which
would increase contact volume 60 to 70 percent, made this need even more
To address this need, Indiana University created a dashboard based
largely on data from the BMC
FootPrints ITSM solution from BMC Software (News - Alert) (NASDAQ: BMC).
The dashboard enabled the IT organization to transform data into
information, and then into knowledge upon which to base its actions.
"Our dashboard leverages great tools such as BMC's FootPrints solution,"
said Cathy O'Bryan, director of client support at Indiana University.
"We can tell how to staff to meet demand by looking at historical data,
and we can catch trends quickly enough to be able to adjust and align
Faced with a 60 to 70 percent rise in the demands on its IT support
organization, the university needed information that would drive
decisions that enable the most efficient use of resources.
The company leveraged information from the BM FootPrints solution and
integrated it with other data sources to create a dashboard that
provided high-level information plus granular detail when required.
By exploiting data made available by the BMC FootPrints solution,
Indiana University has experienced a number of benefits, including:
Higher efficiency through greater productivity in lower volume time
Increased ability to intelligently prioritize resources
Increased ability to quantify the value of high-profile IT initiatives
Successful preparation for a 60 to 70 percent increase in contact
For more information on the Indiana University implementation and the
BMC FootPrints solution, please:
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