Thermo selects BMC AppSight to provide the highest level of support for customers using its Lims and CDS, as well as to optimise the development of those laboratory software solutions
Thermo Fisher Scientific has chosen the BMC AppSight application problem resolution system to provide the highest level of support for customers using its Lims and CDS, as well as to optimise the development of those laboratory software solutions.
With thousands of Thermo Scientific laboratory information management systems (Lims) and chromatography data systems (CDS) licenses sold to date, Thermo Fisher says it is committed to delivering outstanding service to its worldwide customer base.
BMC AppSight leverages patented technology that will be used to record Lims and CDS activity in the customer environment and capture a log of user actions, systems events and more to determine - quickly - the root cause of any unexpected application behavior.
This speeds triage for customer support personnel and enables timely resolution for the customer.
BMC AppSight also enables Thermo Fisher developers to optimise their work by automating the iterative, manual process of root-cause analysis that occurs throughout the software lifecycle.
By reducing the time developers spend attempting to find and fix software issues - oftentimes those caused by changes in the customers' enterprise, BMC AppSight yields productivity gains of 30 percent or more for development organisations.
The Thermo Fisher development team will re-invest these gains to achieve faster product release cycles, increase testing for improved quality, and to develop additional product features.
"The use of BMC AppSight technology is a win/win for us and for our customers," said Dave Champagne, vice president and general manager of informatics for Thermo Fisher.
"It gives our development staff a competitive advantage as they work on next-generation solutions and it enables us to offer the best possible products and support for our customers.
"With BMC AppSight in place, our development staff can focus even more on product innovation to significantly speed our release schedule and improve the overall quality of each product.
"For our support staff and customers, BMC AppSight speeds the resolution of customer issues, particularly those that can't be recreated in our development environment, by immediately zeroing in on the root cause".
BMC AppSight, an application problem resolution system, is helping nearly 1000 enterprises and software vendors accelerate software application delivery, increase application quality, performance and availability, and reduce application support cycles.
BMC AppSight was created by Identify Software, which was acquired by BMC Software in May 2006.
Thermo Fisher Scientific markets its laboratory software and related services under the Thermo Scientific brand.
Thermo Scientific Lims and CDS facilitate laboratory data in the world's leading pharmaceutical companies, petrochemical and chemical plants, food and beverage manufacturers, and other major industries.
