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H.D. Smith Wholesale Drug Company shares how BMC Remedyforce helped achieve their goals

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This TechValidate Case Study shows how H.D. Smith chose Remedyforce cloud service management over ServiceNow. It explains how chose Remedyforce, 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.

Veröffentlicht in: Technologie
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H.D. Smith Wholesale Drug Company shares how BMC Remedyforce helped achieve their goals

  1. 1. BMC SOFTWARE REMEDYFORCE CASE STUDY H. D. Smith Wholesale Drug Company Introduction This case study of H. D. Smith Wholesale Drug Company 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: Solutions being heavily customized, making it difficult to upgrade Solutions lacking self-service, mobile, and collaborative features Solutions lacking reporting and analytics Supporting the business with new apps and services Evaluated the following vendor before choosing Remedyforce: Not sure 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 Includes agentless discovery, integrated asset, and lifecycle management Provides powerful dashboards and reporting Offers comprehensive, out-of-the-box ITSM / ITIL functionality Is a good value for the price Using the following Remedyforce capabilities: Self Service Service Catalog / Service Requests Knowledge Management Service Health Incident Management Change Management Dashboards and reporting Configuration Management (CMDB) Client Management (Premium/Premium Plus) Patch management Implemented Remedyforce within 6 months or more. Implemented Remedyforce quickly because of the following: Their Business Relationship Manager / Customer Success Manager The free on-line training and resources Partner Support 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 Added business revenue Reduced costs Improved Mean Time to Repair (MTTR) Integration with other products strongly agrees that their Remedyforce implementation helped them achieve their goals. Is extremely likely to renew their Remedyforce subscription. Company Profile Company: H. D. Smith Wholesale Drug Company Company Size: Medium Enterprise Industry: Pharmaceuticals 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: Michael Henderson, Sr. Process Engineer, H. D. Smith Wholesale Drug Company  Validated Published: Mar. 27, 2017 TVID: 5FD-1DE-04C Research by