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.

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
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Source: Juliette Murray, Service Desk and Systems Manager, Tribal
Education
 Validated Published: Mar. 7, 2017 TVID: 62D-E38-A3D
Research by