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ARMONK, N.Y. - 24 Mar 2014: IBM (NYSE: IBM) today announced that it has been selected by BP (NYSE: BP) to integrate and manage the company’s business applications globally, as well as provide enhanced service desk support for 60,000 employees and 80,000 devices in the Americas and Europe. IBM was chosen to support BP in enhancing user interaction with the service desk and improving business IT processes across all key BP IT operations.
End user computing is the face of IT to employees in all corporations. BP wants to provide its employees with greater choice and flexibility in interacting with its service desk, in order to improve first-time problem resolution rates. The IBM solution is focused on providing a personal service that gives an individual choice on how and when to get help. Enhancements will include new services such as live online chat whereby employees can engage the help desk in real time and in their local language through a live agent or through BP’s self-help web portal. The self-help portal leverages IBM’s knowledge base, deep analytics of IT incidents and natural-language search capabilities to rapidly deliver the most relevant results and reduce the need for on-site support.
“BP’s business requirements are changing, and the technologies that will enable us to meet our strategic objectives are evolving even faster,” said Mark Bouzek, Vice President, Global Operations and Infrastructure, BP. “As a complex global organization, BP needs to continuously improve our business processes and the speed of service we deliver to our employees and external customers.”
With operations around the world, BP selected IBM to provide the next generation of application management services for its global enterprise systems and additional connected applications. Central to these new generation services is the IBM Command Centre that monitors BP’s enterprise systems and applications in real time, utilizing predictive analytics to prevent system outages and data flow failures, thus maintaining a world-class level of application availability. IBM has developed its next generation application management solution for BP by harnessing the knowledge and insights gained from serving BP and from IBM’s extensive global client base.
“IBM has consistently met high standards for quality delivery as well as delivering innovation for BP. We have proven that we are the right partner to serve BP with our global presence, relentless focus on service and our drive for continuous improvement,” said David Marley, Managing Director, IBM. “Looking forward, we will continue to bring together IBM’s integrated services management, research capabilities and innovative technologies to provide BP the right mix of skills and capabilities they need to support their business and drive future growth.”
IBM is providing IT help desk services to BP from its delivery centers in Boulder, Colorado; Greenock, Scotland; Dublin, Ireland; Brno, Czech Republic; and Bangalore, India. IBM is providing application management services from its delivery facilities in Bangalore, Kolkata and Hyderabad in India; Houston and Tulsa in the U.S., UK, Germany and Australia.
For more information about IBM, visit: ibm.com/service
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