Offers self-service capability for customers and enables enhanced facility, IT, and network services management
Dallas, TX (April 18, 2013) –Global colocation solutions provider CyrusOne (:CONE, news) has launched the CyrusOne Service Advantage program, which unifies CyrusOne’s global organization—including employees and customers—behind a single IT service management (ITSM) platform that enables anytime, anywhere management of employee and equipment resources and services.
Customer requests for assistance and services will route from the online CyrusOne Service Advantage portal to the appropriate internal teams for follow-up. Similarly, CyrusOne employees can use the service to request IT department assistance, order new equipment, or prepare for employee onboarding.
The Service Advantage program seamlessly manages CyrusOne’s back-office operations, which includes architecture for incident, change management workflows. The goal is to use the online portal to bring better efficiency and improved customer relationships across multiple regions.
CyrusOne has partnered with BMC Software to commission the software as a service (SaaS) version of its Remedy-on-Demand platform, which was introduced globally earlier this year.
“We are pleased to have one ubiquitous platform to manage our facilities, IT, and network services work across our customer base,” said Michael Duckett, chief operations officer, CyrusOne. “The BMC platform offers a self-service capability that empowers customers to open their own tickets, request services from facilities, and track the status of these items online.”
“Sharing a system for both customer and employee needs will improve our reporting capabilities and drive opportunities for process improvement throughout our organization,” said Chris Opat, vice president, corporate IT systems, CyrusOne. “We are also pleased that CyrusOne technician Randy Abercrombie, who works in the Hamilton, Ohio, data center, coined the ‘CyrusOne Service Advantage’ name.”
Best-in-Class Facilities and Networks
CyrusOne specializes in highly reliable enterprise data center colocation, engineering facilities with the highest power redundancy (2N architecture), and power-density infrastructure required to deliver excellent availability. In March, the company launched in Texas the first statewide Internet Exchange (IX) in the country, connecting all major sites in Austin, Dallas, Houston, and San Antonio. The CyrusOne Texas IX enables customers to connect to their own enterprise-owned facilities, and to third-party facilities, within a metro and city-to-city to seamlessly engage the full ecosystem of business partners, content providers, networks, carriers, Internet service providers, and Ethernet buyers and sellers.
CyrusOne has designed 24 carrier-neutral colocation facilities across the United States, Europe, and Asia that give customers the flexibility and scale to perfectly match their specific growth needs. The data center provider is renowned for exceptional and personalized customer service and for building enduring customer relationships and high customer satisfaction levels. Customers include nine of the global Fortune 20 companies and more than 100 of the Fortune 1000.
CyrusOne (NASDAQ: CONE) specializes in highly reliable enterprise-class, carrier-neutral data center properties. The company provides mission-critical data center facilities that protect and ensure the continued operation of IT infrastructure for more than 500 customers, including nine of the global Fortune 20 and more than 100 of the Fortune 1000 companies.
CyrusOne's data center offerings provide the flexibility, reliability, and security that enterprise customers require and are delivered through a tailored, customer service-focused platform designed to foster long-term relationships. CyrusOne is committed to full transparency in communication, management, and service delivery throughout its 24 data centers worldwide.
|Mindy Miller or Lisa McLaughlin
gyro for CyrusOne