TuringSMI Announces SupportSoft Partnership to Provide UK Customers with Leading Support Automation Solution

TuringSMI to offer latest automated support software to BMC customer base

Fareham, England, June 16, 2008 — Turing SMI Group Limited, a leading global provider of BMC Business Service Management (BSM) solutions, today announced a strategic partnership with SupportSoft. Under the agreement, TuringSMI will deliver SupportSoft’s ‘Accelerator’ automated resolution technology as part of its BSM offering to key verticals such as telecommunications and capital markets.

The deal will provide TuringSMI’s BMC customers with a comprehensive, integrated software and support service that will enable them to drive increased efficiencies from their IT help desk. The offering will reduce the overall cost of IT support and help secure improved levels of IT uptime and staff productivity.

Customers will be able to significantly reduce problem resolution time and improve end-user satisfaction. With BMC Remedy  serving as the single system of record, SupportSoft's Advanced Analyst tools and Automated Solutions can increase help desk productivity and effectiveness in analyst-assisted calls, as well as improving user satisfaction.

“IT downtime is simply unacceptable for our customers. The combination of TuringSMI’s BSM offering and SupportSoft’s automated resolution technology makes perfect sense. The partnership will allow our customers to improve productivity levels and IT uptime by pre-empting technical problems, or by allowing them to be resolved remotely through a unique ‘one-click-fix’,” said Ken Hastings, divisional director, TuringSMI.

“We are very excited to partner with a leading IT solutions provider like TuringSMI.  Together, its unrivalled experience in the service management space and SupportSoft’s innovative Accelerator solution will allow customers to reap additional value from their existing technology investments”, said Colin Pittham, VP of SupportSoft EMEA.

Under the agreement TuringSMI’s customers will receive a comprehensive, integrated support service. The partnership will help businesses in three critical ways:
-   Avoidance of technical issues through proactive, or self-healing, measures before they negatively impact individual or corporate productivity
-   Reduce the need to escalate to ‘tier 2’ support teams by empowering users to quickly and easily solve problems themselves through self-service
-   Allow end users to get back to work faster through the automation of common and repeat incidents through a ‘one-click-fix’