BMC Software Support

BMC Software Support

AiM offers two types of support:

  • Project support – eg onboarding and upgrades; and
  • Operational support.

Project support is key to ensuring a successful deployment of tools or upgrades to them, and critical to embedding the change into the customer organisation.  Support forms part of our proprietary agile transformation method TRANS4M.

In terms of operational support, AiM provides a BMC tool 1st and 2nd line service desk, as part of its client service centre.  The service desk provides the ‘go-to’ place for reporting incidents, requests and ‘how do I?’ questions in relation to the tools, to ensure that a customer gets full value from them.  The service desk also manages tool releases with customers and offers a number of professional days as standard to deal with small changes or enhancements.

Three service packs are available covering different hours of service:

  • 08.30 – 17.30
  • 07.00 – 19.00; and
  • 24 x 7.

See also BMC Software implementationstransformationupgrades and development.