This TechValidate Case Study shows how Dell Corp. chose Remedyforce cloud service management over ServiceNow. It explains how Dell 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.

1. BMC SOFTWARE REMEDYFORCE CASE STUDY
Dell
Introduction
This case study of Dell is based on a January 2017 survey of BMC Software
Remedyforce customers by TechValidate, a 3rd-party research service.
“The solution delivers the needs of the end-user and the IT
support staff. Remedyforce is very professional and always
available to assist and recommend additional solutions.”“
Challenges
The business challenges that led the profiled company to evaluate and
ultimately select BMC Software Remedyforce:
Evaluated the following vendor before choosing Remedyforce:
Service Now
Use Case
The key features and functionalities of BMC Software Remedyforce that the
surveyed company uses:
Purchased BMC Remedyforce for the following reason:
Good value for the price
Using the following Remedyforce capabilities:
Self Service
Service Catalog / Service Requests
Knowledge Management
Incident Management
Dashboards and reporting
Configuration Management (CMDB)
Results
The surveyed company achieved the following results with BMC Software
Remedyforce:
Experienced the following benefits or improvements since implementing
Remedyforce:
Improved customer satisfaction
Reduced costs
Agrees that their Remedyforce implementation helped them achieve their
goals.
Is extremely likely to renew their Remedyforce subscription.
Company Profile
Company:
Dell
Company Size:
Global 500
Industry:
Computer Hardware
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: Mark Silva, Business Director, Dell
 Validated Published: Mar. 7, 2017 TVID: 9A7-B04-547
Research by