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Beverage Giant Pernod Ricard Pacific Overhauls IT Service Desk with BMC Software


* BMC Service Desk Express improves service desk response and resolution, IT user satisfaction and workplace safety compliance

SYDNEY – A BMC Software (NYSE: BMC) IT Service Desk overhaul has spiced up global beverage giant Pernod Ricard Pacific’s IT performance.

Pernod Ricard Pacific has standardized on BMC’s Service Desk Express, centralizing historically disparate service desks and IT support processes. It is also implementing the popular service desk solution to monitor and manage workplace safety compliance.

Pernod Ricard produces and distributes some of the most recognizable beverage brands in the world, including Absolut Vodka, Chivas Regal, Jameson’s Whiskey and Jacob’s Creek wine. Its business in the region is growing exponentially -- both organically and by acquisition.

With two service desks from past acquisitions, Pernod Ricard Pacific required a centralized service desk solution to help streamline and automate incident workflow processes, and track and report incident status and resolutions.

Managing approximately 330 tickets per week, Pernod Ricard used a rudimentary in-house helpdesk system that didn’t integrate several key service desk functions, including messaging and incident logging.

Ciaran Moore, service desk manager, Pernod Ricard Pacific, said: “Before we implemented BMC Service Desk Express we faced a slow, manual process without any audit trail. We couldn’t keep up and our support of the business suffered as a result. We were constantly switching between our e-mail application and the incident logging system to record incidents and communicate progress. E-mail became the default repository for action items.”

Leveraging IT Infrastructure Library (ITIL®) best practices, BMC Service Desk Express helped Pernod Ricard Pacific better integrate key service desk systems by introducing automated processes, workflows, notifications, and web self-service functions and built-in reporting systems. In doing so, Pernod Ricard Pacific has reduced incident call volumes, decreased service desk response and resolutions times, and improved customer satisfaction with IT.

A key component of Pernod Ricard Pacific’s service desk overhaul was enhancing measurement capabilities to track and monitor the effectiveness of IT services delivery to the business. Using built-in reporting, Pernod Ricard Pacific no longer relies on abstract manual data extractions. Now, reporting is fluid, automatic and used by all of IT.

“We’re using BMC Service Desk Express as the barometer to show how well IT is doing in the business and to minimize business disruption,” Moore said. “The reporting tool shows us the areas where we under and over perform. We can look at isolated areas and say ‘that area is receiving extremely high call volumes, why is that? And what can we do to rectify it? It speeds the resolution process and ensures service levels are met.”

With the new BMC Service Desk Express solution, Pernod Ricard Pacific is closing two of every three service desk calls at the first point of contact and is exceeding their target of 70 percent “good service” rating from the business.

Next on tap, Pernod Ricard Pacific will extend BMC Service Desk Express to manage workplace safety compliance, by monitoring incidents relating to health, safety, and quality of the work environment.

“BMC Service Desk Express is an IT tool, but that doesn’t mean it’s just for IT,” Moore said. “We plan to use the solution to help manage our ISA compliance throughout the company. For instance, if there’s a pipe or equipment askew, then the incident is logged and someone is responsible for fixing it. The process will be monitored and measured – just like IT.”

About BMC Software

BMC Software is a leading global provider of enterprise management solutions that empower companies to automate their IT and prove its business value. Delivering Business Service Management and Service Automation, BMC solutions span enterprise systems, applications, databases and service management. For the four fiscal quarters ended June 30, 2008, BMC revenue was approximately $1.78 billion. For more information, visit

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 2008 BMC Software, Inc.

®ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.


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