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BMC Software Remedyforce Case Study

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This TechValidate Case Study shows how Tribal Education chose Remedyforce cloud service management over ServiceNow. It explains how Tribal Education chose Remedyforce, the importance of being native to the Salesforce platform, what ITIL features they use (Self Service, Service Catalog / Service Requests, Knowledge Management, Incident Management, Dashboards and reporting, Configuration Management (CMDB), )and the benefits they received.

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BMC Software Remedyforce Case Study

  1. 1. BMC SOFTWARE REMEDYFORCE CASE STUDY Tribal Education Introduction This case study of Tribal Education is based on a February 2017 survey of BMC Software Remedyforce customers by TechValidate, a 3rd-party research service. Challenges The business challenges that led the profiled company to evaluate and ultimately select BMC Software Remedyforce: Had the following challenges in mind when selecting a Service Desk solution: Consolidating multiple service desks across the organization Supporting the business with new apps and services Evaluated the following vendors before choosing Remedyforce: Service Now Hornbill Use Case The key features and functionalities of BMC Software Remedyforce that the surveyed company uses: Purchased BMC Remedyforce for the following reasons: Is native to the Salesforce platform Provides powerful dashboards and reporting Is easy to configure without requiring scripting / coding or specialized personnel Using the following Remedyforce capabilities: Self Service Knowledge Management Incident Management Change Management Dashboards and reporting Configuration Management (CMDB) Implemented Remedyforce within 6 months or more. Implemented Remedyforce quickly because of the following: Phase approached, and implementation partner assistance Results The surveyed company achieved the following results with BMC Software Remedyforce: Experienced the following benefits or improvements since implementing Remedyforce: Improved service levels Improved customer satisfaction Improved 1st line resolution Delivered new services Improved Mean Time to Repair (MTTR) Agrees that their Remedyforce implementation helped them achieve their goals. Is extremely likely to renew their Remedyforce subscription. Company Profile Company: Tribal Education Company Size: Medium Enterprise Industry: Computer Software About BMC Software Remedyforce BMC offers a full family of ITSM (IT Service Management) solutions, from a streamlined help desk to an enterprise IT service management platform. Learn More:  BMC Software  BMC Software Remedyforce ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Source: Juliette Murray, Service Desk and Systems Manager, Tribal Education  Validated Published: Mar. 7, 2017 TVID: 62D-E38-A3D Research by

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