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16 Jan 2020 — News

The BMC Helix IT system is incorporated into Telefónica

The BMC Helix platform is already used by 120,000 workers and partners of Telefónica and other large corporations, such as Grupo Quirón

  • The service will increase the efficiency of the support service and standardize processes in a digital environment.

Madrid, January 14, 2020. Telefónica Empresas and BMC, one of the world's leading providers of IT solutions for the digital enterprise, have joined forces to incorporate the BMC Helix solution, the integrated IT service management (ITSM) and IT operations management (ITOM) platform, to which a layer of artificial intelligence has been added, into Telefónica Empresas' business offer. This new service, which will be hosted in Telefónica Empresas Spain's cloud, will help employees to provide support services internally and externally efficiently, easily and in a digital environment, which will result in a shorter response time in resolving service request and incidents, lower service costs and greater user satisfaction.

With this agreement, Telefónica Empresas takes another step forward in its goal of being the best all-round partner for the digital transformation, providing Spanish companies with all the elements necessary to do so

 

For María Jesús Almazor, Managing Director of Telefónica España "The alliance with BMC will allow us to put a digital, agile and intuitive work environment at the service of our customers. In Telefónica España we have been using this technology for a long time and have experienced a substantial improvement in the user experience of our employees".

Telefónica has extensive experience with the solution, as 120,000 employees and partners worldwide use it.

“We have a long-standing relationship with Telefonica in Spain.  Telefonica is a true partner and an engine for customers’ digital transformations, providing key services and market-leading solutions.  By offering Helix as part of their portfolio, they can offer customers access to an innovative IT service management solution coupled with Telefonica’s platform and expertise.” said Paul Cant, EMEA Vice President, BMC.

According to Gartner's 2019 report 'Critical capabilities for IT service support management tools', BMC Helix is the market-leading solution, enabling organizations to digitize and automate processes, as well as manage the delivery of end-to-end services for both the company's employees and its customers.

"With BMC Helix as a cornerstone and teamwork between Quirón Corporate, our local centers and our partner, Telefónica Empresas, we have been able to transform our support model for our more than 40,000 employees," added Sergio Alonso, Corporate Head of ServiceDesk at Quirón Salud. Thanks to the use of this platform, the Hospital Group managed to reduce the time needed to resolve incidents by 30%, doubling the level of satisfaction of the users of this service.

The alliance between the two companies will allow customers to use the BMC solution in a 'platform-as-a-service' (PaaS) model, providing a pay-per-subscription model that includes both the application and the entire cloud infrastructure, along with the operation and management of the solution by BMC, including Telefónica Empresas' expertise in cloud services, communications and security. In addition, the hosting of this service at the Alcalá Data Center in Madrid will allow for maximum security as is one of the 7 Data Centers in the world with Tier IV Gold certification.

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