IBM has signed a 60,000-user deal with oil and gas giant BP to provide IT support and application management services in Europe and the Americas. Financial details of the deal were not made public.
The deal will see IBM install a new chat service that can be used by 60,000 staff to communicate with the company’s IT helpdesk from locations across the world including the US, Scotland, Ireland and India.
This will allow both real-time chat with agents in a variety of languages as well as access to BP's own self-help portal. IBM said it would integrate with this feature to use its analytics and natural-language tools to return relevant results for staff.
IBM said this would cover the support of around 80,000 devices and help BP employees solve issues with their devices faster by making it easier to contact support staff.
Big Blue will also provide application-management support for BP with its Command Center product, so IT staff at BP will have real-time insight into the performance of apps being used by staff, ranging from finance to HR.
IBM said this tool would also allow BP to use predictive analytics so that staff could identify possible system outages and data flow failures.
Mark Bouzek, vice president for Global Operations and Infrastructure at BP, said the deal with IBM was vital to help the firm keep pace with its IT needs.
“BP’s business requirements are changing, and the technologies that will enable us to meet our strategic objectives are evolving even faster,” he said. “As a complex global organisation, BP needs to continuously improve our business processes and the speed of service we deliver to our employees and external customers.”
Managing director for IBM David Marley said that the deal underlined the ability for the company to serve major international firms such as BP. “IBM has consistently met high standards for quality delivery as well as delivering innovation for BP,” he said.
The deal comes amid ongoing changes at major firms in how services are hosted and provided to staff. BP rival Shell announced last year that it was moving towards the cloud and bring-your-own-device strategies to boost productivity and cut hardware costs as part of its shift in IT management.
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