The initial rollout will involve one Remedy instance for each of its recent acquisitions, which include Internode, and the company expects to use Remedy with a minimum of customisation.

"iiNet chose BMC Remedy as the unified solution because of its ability to support an extensible and flexible model for integration of non-ITIL processes and existing systems," said Craig Nicol, operations centre manager at iiNet.

"The new software will allow further operating efficiencies and help to make customer support, change management, asset management and request management even more integrated," he added.

It will also help with the development of NBN-based products and a self-service portal, and will integrate with iiNet's monitoring of its customers' business applications.

Describing the deal as "a key win", BMC vice president Chip Salyards said "iiNet's adoption of BMC technology will help the company continue to deliver unparalleled services to its Australian customers."