Case Study: Network International achieves 80% faster IT service response with BMC Software's Remedy ITSM and MyIT

Network International, a leading Middle East payment solutions provider, cuts IT service response time by 80%

Network International, a leading Middle East payment solutions provider with over 70% market share that processes more than one million transactions daily, needed to automate IT service management to keep up with rising customer demand and strengthen service responsiveness. The company partnered with Tech Mahindra to design and implement a modern ITSM solution.

Working with Tech Mahindra, Network International deployed BMC Remedy IT Service Management Suite and BMC MyIT, including a tailored self-service catalog that simplifies ticket submission. As a result, nearly 80% of requests now come through MyIT, ticket creation time dropped from 20 to 5 minutes (75% faster), average response time fell from 60 to 15 minutes (80% faster), root-cause analysis moved from days to minutes, SLAs for Priority 1 incidents are consistently met, and overall customer satisfaction, cost efficiency, and competitive position improved.

Network International

Prasanth Prasannan

Vice President IT Services