Lenovo Uses BMC IT Service Management for ITIL Compliance

The IT service management sector is red hot with competition these days. It seems as though the IT service management software provider ManageEngine either releases or upgrades a security product every day. Then BMC Software shook the industry up last month by acquiring Numara Software, a SaaS provider. And now more news from BMC, as the IT management software provider has made public its managed services deal with Lenovo, the world’s second largest personal computer vendor. Here’s the update.

Over a year ago, Lenovo released a new unified managed services offering for its business customers. And under the terms of its deal with BMC, Lenovo has been using BMCs’ Remedy IT Service Management Suite (ITSM) in order to ensure that its new managed services package is ITIL-compliant. The result? BMC has helped Lenovo streamline its schedules and monitor its network performance across Lenovo’s more than 1,000 international physical locations.

So what type of service is BMC supporting? Lenovo’s IT managed services offering includes device debugging, software maintenance and post-guarantee equipment servicing. Lenovo also added a multi-vendor infrastructure management solution for PCs, network equipment and printers. So BMC’s Remedy IT Service Management Suite is the framework that Lenovo is using to provide all of the above IT managed services much more efficiently.

BMC’s Remedy IT Service Management Suite includes BMC RemedyForce, the company’s service desk platform which, according to the IT management software provider, had attracted roughly 100 new customers as of December 2011. And in late February 2012, BMC upgraded its RemedyForce solution by integrating it with Salesforce to include new service request management capabilities. We’re still awaiting more news about what BMC plans to do with newly acquired Numara Software, especially when it comes to both companies’ mid-market business customers.