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Park Place Technologies delivers proactive, differentiated services with TrueSight AIOps

97%

first-time fix rate

From 8 to 2

fewer interactions on tickets

31%

reduced MTTR

Overview

Park Place Technologies is the global leader in automated hardware support solutions for IT infrastructures including server, storage, and networking, supporting more than 16,000 customers and more than 55,000 data centers across more than 140 countries.

The Challenge

The operations team at Park Place was looking to manage customer environments more proactively while supporting massive growth. The team is currently responsible for monitoring almost 500,000 assets, including a diverse set of technologies as well as cloud services, edge computing environments, and more.

Staff members had to sift through massive volumes of operational data. As the customer base and implementations continued to grow, trying to have staff manually ingest, process, and analyze these volumes of data wasn’t going to be practical moving forward.

The Choice

After an extensive search of the options available, the team at Park Place chose BMC’s TrueSight AIOps platform enabled by TrueSight Operations Management as the foundation for ParkView™, Park Place’s managed services “monitoring-as-a-service” solution.

The combination of TrueSight AIOps capabilities and ParkView delivers many advantages including broad coverage of customer environments, AI-powered probable cause analysis, and automation of the entire incident management process.

The Results

By harnessing the TrueSight AIOps platform, Park Place has realized a broad range of benefits:

  • Proactive management: TrueSight Operations Management has enabled the team to be much more proactive and to start predicting and preempting potential issues.
  • Improved customer uptime: The team has improved its average time to repair issues by 31 percent, so customers experience higher uptime and better service levels.
  • Better cost and operational efficiency: The team reduced the average number of customer interactions per incident from eight to two and reduced the number of onsite visits required by eight percent. They also raised their first-time fix rate from 85 to 97 percent.
  • Enhanced competitive differentiation: Park Place is the first vendor in its segment to offer these proactive, high-value services, meaning the company can boost customer satisfaction and loyalty, and go to market with highly differentiated offerings.

“Our customers’ environments continue to grow more complex and generate more operational data. The TrueSight AIOps platform eliminates noise and enables automated detection of the probable cause of issues.”

— Paul Mercina, Director of Product Management, Park Place Technologies

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