Tackling contemporary challenges
BMC Software has announced the availability of the winter release of its cloud-based Remedyforce Service Desk solution, which it says includes innovative new capabilities for service request management and the integration of social media and external sources into a truly modern knowledge management system. Both additions provide even higher levels of productivity for end users, improving customer satisfaction and providing significant gains in efficiency for IT.
Additionally, an expanded reseller partnership with Dell provides greater access to the BMC Remedyforce Service Desk solution. The BMC Remedyforce Service Desk solution is built on Force.com, salesforce.com’s social enterprise platform built for employee-facing social applications, delivering greater alignment with customer needs.
“These new capabilities can help to modernise IT support so we are ready to not only meet the challenges of today, but also tomorrow,” said Ervin Sala, director of IT Operations, Saveology. “Remedyforce has long provided us with exceptional service and we expect these capabilities will substantively benefit our IT service management approach.”
BMC says its Remedyforce Service Desk solution is at the forefront of helping IT harness the ‘consumerisation of IT’ phenomenon. The advent of social media has made communication between individuals and groups instantaneous, collaborative and continuous, driving an expectation that all departments, including IT, interact with equal speed and agility. Through the capabilities of Salesforce Chatter, the leading enterprise social network, the BMC Remedyforce Service Desk solution makes it easier for IT professionals to interact with each other, ultimately benefitting the end user. Furthermore, new functionality enables Chatter feeds and other sources to be archived in the solution’s knowledge management system, providing unprecedented access to information.
Developments and expectations in the market create new challenges for IT support teams and new requirements for IT service management systems. The BMC Remedyforce Service Desk solution represents a cost-effective, contemporary and best-practice driven solution to the challenges of delivering high quality service support at optimal cost. Service request management empowers end users through a self-service interface – maximising responsiveness, quality and efficiency. The new knowledge management capabilities unlock the latent knowledge spread across multiple repositories and Chatter. These new capabilities can be expected to further drive down the cost and increase the efficiency of service desk operations for organisations.
“Remedyforce is helping IT departments achieve greater success in the world of the social enterprise with the power of Chatter and Force.com,” said Ron Huddleston, senior vice president, ISV & Channel, salesforce.com. “The latest version of Remedyforce is evidence of BMC and salesforce.com’s mutual commitment to revolutionise IT service management.”
The BMC Remedyforce Service Desk solution leverages the Force.com platform to deliver the performance, reliability and scalability of the industry’s leading SaaS platform, as well as the ability for BMC developers to quickly extend the functionality in BMC Remedyforce.
“Customer recommendations are critically important to the ongoing development of Remedyforce. We’ve been able to incorporate their feedback and requests in record time thanks to the responsiveness of our teams and the flexibility of the Force.com platform,” said Marc Ferrentino, CTO of SaaS, BMC. “Remedyforce is a smart, strategic investment for organisations in changing times as it has a growing partner ecosystem and rich product roadmap, which has been bolstered by our recent acquisition of Numara, further accelerating the growth of our SaaS business.”
Dell is now including the BMC Remedyforce Service Desk solution in its IT management portfolio. This will increase the reach of BMC Remedyforce in small and mid-sized organisations, arming them with a new level of IT support that will help them modernise operations.
