Enterprise IT vendor IBM will integrate and manage business applications of BP globally, as well as provide enhanced service desk support for 60,000 employees and 80,000 devices in the Americas and Europe.
The main goal of the IBM-BP deal is to support BP in enhancing user interaction with the service desk and improving business IT processes across all key BP IT operations.
IBM did not share the size of the enterprise IT deal.
BP wants to provide its employees with better choice and flexibility in interacting with its service desk to improve first-time problem resolution rates.
IBM said enhancements will include new services such as live online chat whereby employees can engage the help desk in real time and in their local language through a live agent or through BP’s self-help web portal. The self-help portal leverages IBM’s knowledge base, analytics of IT incidents and natural-language search capabilities to deliver the most relevant results and reduce the need for on-site support.
BP selected IBM to provide the next generation of application management services for its global enterprise systems and additional connected applications. IBM Command Centre monitors BP’s enterprise systems and applications in real time, utilizing predictive analytics to prevent system outages and data flow failures, thus maintaining a world-class level of application availability.
“IBM has consistently met high standards for quality delivery as well as delivering innovation for BP. We have proven that we are the right partner to serve BP with our global presence, relentless focus on service and our drive for continuous improvement,” said David Marley, managing director, IBM.
IBM is providing IT help desk services to BP from its delivery centers in Boulder, Colorado; Greenock, Scotland; Dublin, Ireland; Brno, Czech Republic; and Bangalore, India. IBM is providing application management services from its delivery facilities in Bangalore, Kolkata and Hyderabad in India; Houston and Tulsa in the U.S., UK, Germany and Australia.