International retailer gains efficiency and revenue with best-in-class ITSM

With revenues of more than $3 billion USD, Mercator Group operates dozens of companies and businesses across Southeastern Europe powered by nearly 900 servers, 2,600 network devices, 2,200 PCs, and 3,400 point-of-sale (POS) systems. As it outgrew legacy IT service management (ITSM) systems, the company sought to transform IT into a modern operation aligned with ITIL^® best practices.

Mercator chose BMC to help drive its IT transformation based on several factors including out-of-the-box support for ITIL; BMC’s consistent placement in the Gartner leaders’ quadrant for ITSM solutions; and the proven reputation and stability of BMC Software as a technology provider.

BMC solutions have helped Mercator mature its ITSM capabilities across the enterprise, with particular emphasis on service desk, performance and availability monitoring, change management, and release management.

• The number of tickets submitted through a self-service portal has risen from 25% to 75%, freeing up agents’ time and increasing productivity.
• First-call problem resolution in Slovenia increased 20% in the first six months.
• BMC solutions power an internal business unit to sell IT consulting services and solutions, creating a new revenue stream for the company.
• Consolidated monitoring and proactive resolution enable staff to head off problems before they affect users and business services.
• Standardized ITIL processes and categorizations have improved service desk efficiency and performance assessment.
• Automated discovery provides a centralized repository of configuration items, enabling faster problem resolution and informed purchase decisions.