BMC Software Provides Vision, Direction for Companies Committing to Service Level Management

Business Wire, Oct 17, 2000

Business Editors/High-Tech Writers

HOUSTON--(BUSINESS WIRE)--Oct. 17, 2000

Addition of OnSite Elite Certification Focuses On the Customers'

Ability to Continuously Improve the End-User's Experience

BMC Software Inc. (Nasdaq:BMCS), the leading provider of e-business systems management, today announced a 'tiered approach' to achieving Service Level Management (SLM) with the addition of an OnSite Elite designation to the company's OnSite certification program. BMC Software OnSite Elite is the pinnacle achievement for companies delivering Service Level Management through the implementation of a Service Assurance Center(R) by BMC Software. With the Elite status, business owners are now able to obtain increased predictability and optimization of their e-business applications as well as their Web site.

Announced earlier this year, BMC Software OnSite is a certification that demonstrates that a company is committed to delivering the highest level of customer service to its users, it is able to measure and manage that service and it will work toward continuously improving that experience. In order to obtain certification, each OnSite member must implement products and services that enable them to deliver the optimum quality of service. All members undergo rigorous performance testing and agree to bi-annual HealthChecks performed by BMC Software Professional Services, which ensure that the highest quality of service is being achieved.

The next level of certification, OnSite Elite, is the ultimate indicator that a company can provide SLM through a Service Assurance Center, by adhering to BMC Software's continuous improvement methodology. Continuous improvement means that a company has the ability to monitor key service and system indicators, manage service levels, control critical systems, optimize the systems environment and predict future service levels; this enables them to reset service level agreements -- thus, restarting the continuous improvement cycle. Through a strategic relationship developed earlier this year, Qwest Cyber.Solutions has become the first member certified BMC Software OnSite Elite.

"When we originally announced our OnSite certification, the market did not fully understand the impact of the on-line customer experience. We learned quickly that our 'continuous improvement methodology' for Service Level Management was far more forward thinking than the market was actually ready for," said Max Watson, chairman, president and CEO of BMC Software. "The addition of the Elite certification to our OnSite program speaks loudly to the industry and our OnSite certified members. It says that BMC can provide its customers a clear path to achieve true Service Level Management."

"Last week Qwest Cyber.Solutions announced industry leading service level agreements (SLAs). Analysts have recognized us for setting the new standards with SLAs that are backed by operational excellence and reliable delivery," said John Charters, CEO of Qwest Cyber.Solutions. "Our strategic partnership with BMC plays a key role in the development of the tools and systems that ensure the execution of our industry leading SLAs."

BMC Software's OnSite certification program is quickly gaining global acceptance, as demonstrated by its roster of OnSite members, including some of the world's leading ASPs and MSPs -- 2ndWAVE, Applicast, Corio, dbaDIRECT, Interliant, The Motley Fool and NaviSite and Skydesk (all headquartered in the United States); Energis2, Genient and iGroup (United Kingdom); Colt Telecomms (France); GE Capital IT Solutions (Denmark); iFusion (Singapore); and Net Curricula (Phillippines). Qwest Cyber.Solutions was the first to be certified as BMC Software OnSite Elite, and SkyDesk is currently working toward its BMC Software OnSite Elite certification.

"BMC Software's OnSite Elite certification will say to our customers that we understand the importance of quality of experience and we committed to the vision to get us there," said Vince Gordon, SkyDesk's vice president of operations. "Is it easy to get there? No. Is it worth it? Yes. A business can not survive without being able to manage service levels and customer experience."

"Businesses are just beginning to fully understand just how critical it is to deliver the highest quality of experience to their customers," said Wayne Morris, senior vice president, Corporate Marketing, BMC Software. "The ability to ensure a positive customer experience, which is the essence of OnSite certification, is essential in conducting business today. BMC's OnSite certification is an outward representation that companies understand the importance of Service Level Management and have committed to delivering it."

About BMC Software

One of the world's largest independent software vendors, BMC Software delivers the most comprehensive e-business systems management software with the fastest guaranteed implementation. This Service Assurance(TM) strategy enhances the availability, performance and recoverability of companies' business-critical applications. Companies can use this management methodology to demonstrate their ability to deliver optimal service to their customers and partners by joining BMC Software OnSite(TM), a certification program that includes solution implementation and regular HealthChecks performed by BMC Software Professional Services.