CUSTOMER SUCCESS: Leading Japanese ISP NEC BIGLOBE on Fast Track to Business Expansion with BMC Software

HOUSTON--(BUSINESS WIRE)--NEC BIGLOBE, Ltd. (BIGLOBE), a member of NEC Group and one of Japan’s leading Internet Service Providers (ISP), improved incident handling efficiency by 30 percent while enhancing productivity with BMC Software’s (NASDAQ: BMC) Remedy IT Service Management solutions.

“We chose BMC Atrium Orchestrator for its easy operability, flexible scalability and full complement of required features”

BIGLOBE is one of the largest ISPs in Japan, serving more than 2.83 million users as of the end of June 2011. The company uses BMC solutions to manage and automate the handling of incidents on the BIGLOBE Service Platform, an eco-friendly IT platform that operates 24/7, year-round to deliver Internet, broadband media and platform services.

The ISP’s IT infrastructure consists of a multitude of network devices, including more than 10,000 physical and virtual servers. Previously, all incidents in this environment were manually processed, making it difficult for BIGLOBE to keep pace with business growth. BIGLOBE chose the BMC Atrium Orchestrator and the BMC Remedy IT Service Management Suite to automate handling of incidents, the result of which is streamlined processes that ensure customer satisfaction is maintained as the company continues to grow its customer base. To date, 30 percent of the incident workload has been completely automated, resulting in a reduction of approximately 120 work hours per month. This enhanced level of efficiency has enabled BIGLOBE to focus on developing the business by freeing up in-house resources to work on other tasks.

As BIGLOBE expands the scope of automated processes and moves into full operation, they are on course to achieve savings of 800 hours per month and automate two-thirds of all incident handling by the end of September 2011.

“We chose BMC Atrium Orchestrator for its easy operability, flexible scalability and full complement of required features,” said Akira Nakajima, group manager of BIGLOBE’s Service Operation Management Group, platform system division. “Other major factors influencing our decision were the flexibility of the licensing system and the high level of integration with the BMC Remedy IT Service Management Suite.”

BIGLOBE plans to expand the scope of automated incident handling by fully automating simple alert responses for administrators. This is to be done by developing a system for making automatic phone calls as well as sending email notifications and integrating this system with BMC Atrium Orchestrator by this September.

To meet the needs of customers in the near future, BIGLOBE has started to develop a cloud hosting platform for Infrastructure-as-a-Service offerings.

“Rather than simply offering infrastructure, we want to provide a typically well-furnished BIGLOBE service by offering incident response automation functions built with BMC Atrium Orchestrator as optional services customers could choose directly. We are confident that this will lead to business growth,” said Nakajima.

BIGLOBE’s leadership in establishing automated, efficient and reliable IT service management has enabled them to deliver higher quality service to their customers.

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