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Shared Services Canada Selects BMC to Optimize IT Service Management

IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.

SSC’s goals in selecting a new ITSM tool were to:

  • Replace its current ITSM tool.
  • Improve how SSC and GC departments interface and exchange tickets with each other.
  • Lead other GC departments towards higher ITSM maturity.

Both SSC and BMC hope that these improvements will deliver better services to SSC’s more than 300,000 users.

Source: BMC Remedy 9 at SoftwareReviews, Accessed March 18, 2020

SSC was initially formed in 2011, mandated to consolidate IT services across federal government departments. BMC believes that its tool will help SSC to develop quick and cost-effective change management capabilities. Moreover, as GC continues its Cloud Adoption Strategy, BMC hopes that this procurement will help to increase the chances that SSC will use BMC’s multi-cloud management capabilities.

Our Take

Shared services deployment is a growing trend that allows multiple units to use a single IT capability. The main purpose of having a shared services model is reducing cost and improving efficiency. As a business unit (BU) becomes a central shared services provider to multiple departments, managing and tracking IT services get challenging. IT vendors provide solutions that can be implemented to enhance service delivery. However, implementing a tool without process improvement does not lead to enhancing service desk effectiveness. SSC and its customer service desk need to improve their processes in addition to implementing the tool.

BMC recently improved its service management technology by converging ITSM and ITOM into a single platform, and we had predicted that such innovation would improve BMC’s market traction. GC is a strong client for BMC’s visibility, and this adoption will help BMC to continue attracting other governments and large enterprises.

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