Running IT for a city the size of San Antonio is no easy task. Trying to support nearly 40 different departments with different objectives and different needs, with an aging IT infrastructure was pushing San Antonio’s IT department to the limit.
Realizing that something needed to be done to bring order to the chaos, the city of San Antonio turned to BMC and our Business Service Management (BSM) strategy for help.
As one of the quickest growing metro areas in the US, San Antonio had some significant challenges from and IT perspective “We had a very aged infrastructure” said Hugh Miller, CTO for the City of San Antonio. “Many of the systems were not at the status of what we needed to put on top of that infrastructure. The infrastructure was not built from a stability standpoint.”
So the City of San Antonio set off on a multi-year project to refresh its infrastructure and the business systems that the infrastructure supported. During this process, Miller and his team have replaced 60-70% of the business systems, creating a framework to better support the various departments and ultimately, the citizens of San Antonio.
The BSM solution from BCM was a perfect fit to help the city of San Antonio move forward with their IT framework. BMC’s strong support for ITIL best practices was key as it provided a logical way of implementing and utilizing IT services.
Starting with the Service Desk, the city of San Antonio implemented BMC’s Change Management, Asset Management and Problem and Incident Management, quickly extending into the monitor and deployment areas.
“For me to be able to be successful, I need to know what’s happening” said Miller. “BMC gives me the ability to monitor, to show stats, to realize weather we’re in a lifecycle product change, etc, without having off-line spreadsheets and ad-hoc databases and all kinds of other stuff that doesn’t talk to each other”.
BMC has allowed the city of San Antonio to build out its IT infrastructure in a better, more progressive way that is aligned to the future needs of this growing city.