BMC Software announced the availability of the winter release of its cloud-based Remedyforce Service Desk solution, which includes new capabilities for service request management and the integration of social media and external sources into a truly modern knowledge management system.
Both additions provide even higher levels of productivity for end users, improving customer satisfaction and providing significant gains in efficiency for IT.
Additionally, an expanded reseller partnership with Dell provides greater access to the BMC Remedyforce Service Desk solution to small and mid-market organizations.
The BMC Remedyforce Service Desk solution is at the forefront of helping IT harness the “consumerization of IT” phenomenon. The advent of social media has made communication between individuals and groups instantaneous, collaborative and continuous, driving an expectation that all departments, including IT, interact with equal speed and agility. Through the capabilities of Salesforce Chatter, the leading enterprise social network, the BMC Remedyforce Service Desk solution makes it easier for IT professionals to interact with each other, ultimately benefitting the end user. Furthermore, new functionality enables Chatter feeds and other sources to be archived in the solution’s knowledge management system, providing unprecedented access to information.
Developments and expectations in the market create new challenges for IT support teams and new requirements for IT service management systems. The BMC Remedyforce Service Desk solution represents a cost-effective, contemporary and best-practice driven solution to the challenges of delivering high quality service support at optimal cost. Service request management empowers end users through a self-service interface – maximizing responsiveness, quality and efficiency. The new knowledge management system delivers capabilities, which bring in social media and other external content, to unlock the latent knowledge spread across multiple repositories and Chatter. These new capabilities can be expected to further drive down the cost and increase the efficiency of service desk operations for organizations.
The BMC Remedyforce Service Desk solution leverages the Force.com, salesforce.com’s social enterprise platform for building employee facing social apps, to deliver the performance, reliability and scalability of the industry’s leading cloud platform, as well as the ability for BMC developers to quickly extend the functionality in BMC Remedyforce.
Dell is now including the BMC Remedyforce Service Desk solution in its IT management portfolio. This will increase the reach of BMC Remedyforce in small and mid-sized organizations, arming them with a new level of IT support that will help them modernize operations.
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