Enabling enterprise-wide collaboration and virtualized service delivery, Danone, one of the world’s largest and most successful food companies, has fully implemented BMC’s IT Service Management (ITSM) offering, a key piece of Business Service Management (BSM). Groupe Danone has recorded sales of €14 billion or approximately $21.8 billion.

 

Including 8,000 internal customers spread across 110 sites, 30 operational units, 21 countries, 17 languages, and seven times zones, the project with BMC Software (News - Alert) spanned the North East and Central European region. After the completion of this project, Danone can automate the help desk process to reduce costs and incident call volume by increasing the accountability and visibility of IT service and support. This BMC project was completed in association with partner InfraVision.

 

According to BMC, Groupe Danone had 17 IT organizations operating across its organization. The company had to deal with multiple IT teams in one country as its IT was organized by a country business unit. The company chose BMC because it was looking to align and harmonize those IT processes and roll them out across the North East and Central European region, supporting as many as 8,000 internal customers in the process.

 

Danone has significantly reduced the overall cost of managing and supporting the company’s IT systems by automating and integrating service and system management processes. As the company can now proactively manage and address business impact and IT infrastructure events, it has also been able to improve the services. With the help of root cause analysis, it can also prevent future incidents and problems while reducing downtime with an automated change management process.

 

“Danone has been dramatically upgrading our IT infrastructure, including the roll-out of a new global SAP (News - Alert) ERP solution,” said Michael Kollig, Danone’s chief information officer for Northern, Eastern and Central Europe.

 

“There was an urgent need for the BMC ITSM service desk solution to be in place quickly to provide ITIL-based, best practice process support for this environment. We believe in the BSM approach, and BMC’s out-of-the-box solution integration and close alignment to ITIL methodology meant that deployment time for the project was reduced from 18 months to six months — a 66 percent time saving — and, at the same time, supported ITIL best practices and therefore mitigated against risk,” added Kollig.