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Press release from GlobeNewswire (a Nasdaq OMX company)

CUSTOMER SUCCESS: Robert Wiseman Dairies Serves Up Top Customer Service with BMC FootPrints

Monday, October 29, 2012

CUSTOMER SUCCESS: Robert Wiseman Dairies Serves Up Top Customer Service with BMC FootPrints04:45 EDT Monday, October 29, 2012LONDON, Oct. 29, 2012 (GLOBE NEWSWIRE) -- Robert Wiseman Dairies, the leading liquid milk company in the UK, is committed to excellence in providing the best service for its customers. However, the company needed an IT service management (ITSM) solution capable of aligning its IT processes with industry best practice guidelines to improve the predictability, management and performance of its service desk – all of which impact customer satisfaction. The company implemented the BMC FootPrints solution from BMC Software (Nasdaq:BMC) to achieve this goal in the shortest possible time frame.       The company selected BMC because of its alignment to IT Infrastructure Library® (ITIL), and its customization options that enabled the company to quickly adapt workflows and processes during a period of massive change. "We couldn't have become ITIL-verified without BMC FootPrints," said Alex Barelle, IT service delivery manager at Robert Wiseman Dairies. "And, we wouldn't have implemented in anywhere near the short timescales with any other product. BMC FootPrints has delivered everything that we expected and more." Barelle added, "The functionality and intuitive interface of BMC FootPrints is superb. The customizable templates, self-service and project tracking capabilities were exactly what we needed. We were so impressed with BMC that there was no need to even consider any other service desk solution."The Challenge Robert Wiseman Dairies needed a service desk solution that was compliant with ITIL best practices to speed problem resolution and ensure its ability to adapt to rapidly changing workflows and processes on a continuous basis.The Solution The company implemented BMC to adopt ITIL processes and provide a richer feature set so it could prioritize more serious incidents and deliver fast resolution of end-user issues.Benefits The company experienced a number of benefits with BMC FootPrints, including: Fast and smooth implementation of ITIL guidelines and best practices Customizable options and templates to enable handling of rapidly changing processes Better prioritization of projects and work orders to meet business needs Improved problem management with faster time to resolution For more information on Robert Wiseman the BMC FootPrints implementation, please: Read the full Robert Wiseman case study Read BMC's latest ITIL whitepaper, "ITIL for All" Access the BMC FootPrints Customer Community Follow @BMC_FootPrints on Twitter Become a fan of BMC on FacebookTweet This: @FreshMilkDaily improves customer service with @BMC_FootPrints and integrated #ITIL best practices http://bit.ly/RCSWWxBusiness Runs on IT. IT Runs on BMC Software. Business runs better when IT runs at its best. That's why more than 50,000 IT organizations from the Global 100 to small and mid-market businesses in over 120 countries rely on BMC Software (Nasdaq:BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry¹s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended June 30, 2012, BMC revenue was approximately $2.2 billion. The BMC Software, Inc. logo is available at http://www.globenewswire.com/newsroom/prs/?pkgid=15095 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 2012 BMC Software, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC.CONTACT: Editorial contacts: Scott Pace BMC Software +1 813 514 3815 scott_pace@bmc.com Lisette Paras Ogilvy PR Worldwide +1 415 677 2771 lisette.paras@ogilvy.com