Case Study: Xchanging's Strategic Implementation Of Business Service Management

Xchanging uses a unique "enterprise partnership" model whereby Xchanging creates a jointly owned company with the partner organization. The resources and assets from the partner are transferred into the enterprise partnership as the basis for creating a commercial business processing platform that provides services to the partner as well as adds third-party business. This turns the partner's cost center into a profit center. The resulting profits are shared between Xchanging and its partners. IT plays a central role in this model. To achieve its IT efficiency goals, Xchanging's infrastructure and operations (I&O) team turned to BMC Software to create a strategic business service management (BSM) platform to evolve its IT service management strategy to be more customer-focused. Xchanging took a methodical four-phase approach to successfully implement BSM. The result? Xchanging was able to: 1) proactively manage problems and incidents; 2) communicate in business terms both internally and externally to IT; and 3) quickly add new customers and expand services for existing ones.