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@CloudExpo Authors: Philippe Abdoulaye, Liz McMillan, Maria C. Horton, Tim Hinds, Elizabeth White

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CUSTOMER SUCCESS: Pembrokeshire County Council Votes for Help Desk Improvements with BMC Software

Pembrokeshire County Council is the governing body for Pembrokeshire, one of the principal areas of Wales. It consists of more than 200 geographically dispersed sites and has 6,000 employees. Operating with a limited budget and limited personnel, the Council needed to increase the efficiency of its IT staff and improve the management and tracking of IT assets throughout their lifecycle.

The Council selected BMC Track-It! help desk software from BMC Software (NASDAQ: BMC) because the product could clearly meet its needs and had an excellent reputation as the world’s most widely installed help desk solution.

“The BMC Track-It! software gives us an array of benefits: asset management, remote access, licensing, self-service and critically, the ability to manage the 2,000 calls a month we receive more effectively,” said David Parry-Price, service desk special projects manager at Pembrokeshire County Council.

Parry-Price added, “We have a number of facilities that our technicians have to visit, so the remote client control facility available through BMC Track-It! software is invaluable.”

The Challenge

Pembrokeshire needed to prioritize and respond to help desk calls more effectively, reduce the time spent on low priority calls and travel, as well as improve asset tracking.

The Solution

The Council selected the BMC Track-It! solution to enable self-service for users, control assets remotely and obtain comprehensive asset management for auditing purposes.


With the BMC Track-It! solution, Pembrokeshire achieved important benefits. The Council:

  • Reduced the number of calls IT staff had to handle by implementing self-service capabilities
  • Reduced travel time for technicians via remote asset management
  • Enabled 100 percent tracking of IT assets throughout their entire lifecycle
  • Improved its ability to meet service-level agreements

For more information on the Pembrokeshire City Council’s implementation and the BMC Track-It! solution, please:

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT organizations around the world — from small and mid-market businesses to the Global 100 — rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Business Service Management and Cloud Management offerings. For the four fiscal quarters ended September 30, 2012, BMC revenue was approximately $2.2 billion.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2013 BMC Software, Inc.

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