CUSTOMER SUCCESS STORY Yakult Europe B.V. » Service desk in the cloud allows fast, economical implementation of robust service management functionality BEFORE AFTER » High acquisition and maintenance costs » BMC Remedyforce will reduce costs by made it impractical to upgrade or replace approximately 25% the ﬁrst year, and cut the on-premise solution them nearly in half in years 2 and 3 » Complicated user interface of previous » Help desk calls have dropped by a third help desk tool resulted in low adoption and email by half because users can now rate, increasing burden on help desk easily submit their own tickets » Ticket ownership was not clear-cut, » No ambiguity with respect to who owns resulting in confusion that delayed an issue; task feature lets owners assign resolution; sometimes issues fell tasks while maintaining ticket ownership through the cracks » Central place for capturing detailed » Limited ability to capture and share descriptions, discussions, examples, and knowledge about an issue other information related to each ticket In companies of all sizes, reducing IT incidents, solving problems swi ly, and respond- ing to user requests promptly is a business imperative. Implementing and maintaining an IT service management solution, however, has o en been a lengthy and expensiveGEOGRAPHY undertaking. The cost and eﬀort involved prevents many enterprises — particularlyEurope midsized ones — from moving ahead with a robust service management strategy.INDUSTRY Fortunately, cloud technologies are enabling IT organizations to quickly deploy best-Food & Beverage Manufacturing in-class service management functionality across the enterprise without the capitalSOLUTIONS expenditures and ongoing costs of an on-premise solution. Companies like YakultBMC Remedyforce Service Desk Europe are exploiting cloud computing to improve service and support to their users while controlling IT costs. “Cloud technologies have now reached a maturity level that allows us to oﬄoad any IT elements that put us in a defensive situation,” said Can Ersoz, manager of information systems at Yakult. “By moving functions like service management to the cloud, we can stop focusing on technology and direct our attention to supporting the marketing and sales activities of our business.” Yakult recently decided to tap the power of cloud computing to replace its outdated help desk system, Altiris. Employees had not fully embraced the previous system because it was diﬃcult to use. Moreover, the solution lacked functionality that the IT staﬀ needed to be eﬀective in handling issues and requests.
Resources and budget limitations made it impracti- cal to implement a new on-premise solution, so the staﬀ began searching for a cloud, or So ware as a Service (SaaS), solution. BMC So ware, with its BMC Remedyforce Service Desk, quickly emerged as a top contender. BMC Remedyforce“Since weof phone calls to theRemedyforce, the number implemented BMC help desk has delivers access to market-leading BMC service management capabilities through the highly dropped by about one third, and the number of regarded Salesforce.com cloud platform. e-mail messages has dropped in half. In time, we expect the number of user-submitted issues and The staﬀ contacted BMC to learn more about BMC Remedyforce, and was impressed with what they requests to increase, which will free up the help saw. BMC quickly brought InfraVision into the desk to work on more complex issues.” relationship. InfraVision is one of BMC’s top partners CAN ERSOZ in the Europe, the Middle East, and Africa (EMEA). MANAGER OF INFORMATION SYSTEMS Based in the Netherlands with oﬃces also in the United Kingdom, Belgium and Germany, the com- pany provided consulting services and support to assist Yakult in its decision-making process as well as with the planning and implementation of cloud- based service management processes and so ware. A SOLID BUSINESS CASE “We chose BMC Remedyforce for a variety of reasons,” recalled help desk analyst Arnold Soedamah. “It is a true SaaS solution, whereas TOPdesk, the other solution we considered, is a managed service oﬀering. The BMC pricing was more favorable, it oﬀered more functionality, and we could deploy it faster. We also felt very comfortable with the two companies behind BMC Remedyforce. We have a lot of conﬁdence in both BMC So ware and Salesforce.com.” Staﬀ members compared the monthly per-user pricing for BMC Remedyforce with the cost of upgrading the current on-premise solution and with the monthly TOPdesk pricing. They were surprised at just how much they would be able to save with the BMC solution. “Compared to the cost of upgrading our old system, BMC Remedyforce will save us approximately 25 percent the ﬁrst year, and will cut our costs nearly in half in years two and three,” Ersoz said. “And we estimate that BMC Remedyforce will cost only about half as much TOPdesk would cost over three years.” Another important factor in the decision was the responsiveness of both InfraVision and BMC. “Every time we had a question, the people from InfraVision and BMC got back to us right away,” Ersoz said. “They continue to be very proactive in answering our questions and addressing our concerns.” RAPID RESULTS Because the previous ticketing system was diﬃcult to use, people typically submitted incidents and requests by telephone or email. Assigning tickets to owners was cumbersome, as was managing tickets through to resolution. Users are adopting BMC Remedyforce much more quickly than the previous system, submitting many issues and requests through the online portal instead of calling or sending messages. They can also check the status of their incidents and requests, which further reduces the burden on the help desk.
“Since we implemented BMC Remedyforce, the number of phone calls to the help desk has dropped by about one third, and the number of email messages has dropped in half,” Ersoz said. “In time, we expect the number of user-submitted issues and requests to increase, which will make the entry and assign- ment of tickets even more eﬃcient.”“Handling a phone call to the help desk takes about 10 minutes,” Soedamah added. “Saving that time is very beneﬁcial. But what is also important is that there are fewer interruptions, so we can plan our time and use it more eﬀectively.”With the previous system, ticket ownership was o en unclear. With BMC Remedyforce, the help desk canmore easily assign tickets to a server or network specialist, an application owner, or a functional manager.Complex issues o en require the eﬀorts of multiple people. The BMC Remedyforce task feature allows theticket owner to assign tasks to the appropriate people while maintaining responsibility for the issue or request.This has made ownership more clear-cut and, as a result, incident management is now more eﬃcient.KNOWLEDGE AND INSIGHTIn the past, one of the biggest obstacles to resolvingissues was the inability to capture and share infor-mation. The Yakult staﬀ o en wasted time searchingthrough email chains to ﬁnd details and discussionsabout a particular issue. With BMC Remedyforce, alldetails, discussions, documents, examples, and otherrelated information is captured and kept with the “[BMC Remedyforce]solutiontrue considered is a whereas the other … is a we SaaS solution,ticket. Consequently, everyone involved can see the managed service oﬀering. The BMC pricing wasprogress and status of an issue. more favorable, it oﬀered much more functional-“The search functionality is also very good, so we can ity, and we could deploy it faster. We also felt very ﬁnd similar issues from the past to help in resolving comfortable with the two companies behind BMC current issues,” Ersoz said. “We can determine if the Remedyforce. We have a lot of conﬁdence in both same problem occurred before or if we’re having mul- BMC So ware and Salesforce.com.” tiple problems with a particular asset or asset type.” ARNOLD SOEDAMAHThe staﬀ is just beginning to use Salesforce.com HELP DESK ANALYSTChatter to collaborate on tickets. Chatter enablespeople to follow the resolution process in real-timethrough Chatter feeds. In the future, exchanges of infor-mation through Chatter will also help in building thecompany’s knowledge base of issues and problems.NEXT STEPSYakult is taking a phased approach to implementing BMC Remedyforce. The incident management com-ponent is ﬂexible enough to handle a variety of ticket types, including issues, change requests, and otherservice requests, so Yakult has chosen to start with that component. The company can then add moreformal change and problem management processes when it is ready for them.Currently, the IT staﬀ is in the initial phase of implementing the underlying conﬁguration managementdatabase (CMDB), which will help them capture and maintain information on IT assets and their interrela-tionships. According to Ersoz, the CMDB will help improve asset management. “The visual features of theCMDB are amazing,” he said. Soedamah added that the Explorer view shows all the relationships amongthe diﬀerent systems, which helps speed troubleshooting and resolution.