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Remedyforce helps General Dynamics meet ever-changing user needs

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This TechValidate Case Study shows how General Dynamics 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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Remedyforce helps General Dynamics meet ever-changing user needs

  1. 1. BMC SOFTWARE REMEDYFORCE CASE STUDY General Dynamics Introduction This case study of General Dynamics is based on a January 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: The high costs for administering and maintaining a 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 vendors before choosing Remedyforce: Service Now HP An open source / free service Remedy Use Case The key features and functionalities of BMC Software Remedyforce that the surveyed company uses: Purchased BMC Remedyforce for the following reasons: Offers comprehensive, out-of-the-box ITSM / ITIL functionality Is easy to configure without requiring scripting / coding or specialized personnel Is a good value for the price Using the following Remedyforce capabilities: Self Service Service Catalog / Service Requests Knowledge Management Incident Management Change Management Dashboards and reporting Configuration Management (CMDB) Implemented Remedyforce within 2 months. Implemented Remedyforce quickly because of the following: The ease of use Their Business Relationship Manager / Customer Success Manager The free on-line training and resources Already had required information from our Remedy system 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 Delivered new services Reduced costs strongly agrees that their Remedyforce implementation helped them achieve their goals. Is extremely likely to renew their Remedyforce subscription. Company Profile Company: *General Dynamics * Company Size: Large Enterprise Industry: Computer Services 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: Rick Gibney, IT Manager, General Dynamics  Validated Published: Mar. 27, 2017 TVID: 368-4B3-AF8 Research by