Cloudforce Sydney 2012 - Using Remedyforce to manage your IT help desk

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If you want to learn more about RemedyForce which is our IT Service Management and IT Help Desk Solution, please view this deck. It also has some information from one of our customers "Fleet Plus" …

If you want to learn more about RemedyForce which is our IT Service Management and IT Help Desk Solution, please view this deck. It also has some information from one of our customers "Fleet Plus" on there use of RemedyForce.

This was presented during a Breakout Session at Cloudforce Sydney 2012
(http://www.salesforce.com/au/cloudforce/ ).

More in: Technology , Business
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  • 1. RemedyforceIT Service Management for the Social Enterprise
  • 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-lookingstatements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions provesincorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-lookingstatements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projectionsof subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management forfuture operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments andcustomer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering newfunctionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate ofgrowth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers andacquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivateour employees and manage our growth, new releases of our service and successful customer deployment, our limited history resellingnon-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that couldaffect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year endedJanuary 31, 2012. This document and others are available on the SEC Filings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are not currently available and maynot be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features thatare currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Remedyforce built on the SalesforceSocial Enterprise platform SOCIAL ENTERPRISE
  • 4. Remedyforce brings two industry leaders together ITSM Leader Platform Leader + =Gartner Magic Quadrant for IT Help Forrester Wave for Platform-as-a- Desk Service
  • 5. IT Management Timeline Today 1990s 2000s Focus on Technology Focus on Results
  • 6. Challenge: CIO priorities are changing Accelerated More Innovation Cutting Growth Costs Address explicit Need for Focus on business problems product & service business or opportunities innovation accountability *Quotes from CIO Magazine, http://www.cio.com, “Ready, Set, Go: CIO’s Top Ten Challenges”
  • 7. Challenge: IT is more complexMore NetworksMore DevicesMore OutsourcingMore Virtualization DemandsGreater Global Operations
  • 8. Challenge: IT Management is even more difficult Processes not standardized New technology difficult to implement Systems expensive and hard to maintain
  • 9. Challenge: Users expect immediate answers
  • 10. Result: A wall exists between IT and users
  • 11. Remedyforce is IT Service Management Incident Problem Change Asset Inventory Service Level Configuration Management Management Management Management Management Management Database ITIL-based Best Knowledge Self-Service Service Mobility Practice Processes Management Portal Catalog
  • 12. Demonstration
  • 13. FleetPlus implements best practices Fast onboarding for Agents with easy-to- use ITIL processes Lower costs than an on-premise solution More simplicity and efficiencies
  • 14. What is most important when buying IT Help Desk? 1. Low Cost 2. Quick time to value 3. Easy to use 4. Easy to configure *BMC customer survey – March 2012
  • 15. Join us for acoffee!
  • 16. Don’t Forget to Submit Your Survey!Stop by the registration kiosks to complete your sessionsurveys. We have 200 KeepCups to give away as well as the chance to win a $500 iTunes voucher! Thank you! NSW Permit No. LTPS/12/05010