IBM has been selected by 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.
Strategic IT solutions for oil and gas operators
“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 organisation, 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, utilising 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.
Adapted from press release by Cecilia Rehn
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