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Dell Improved Customer Satisfaction with BMC Remedyforce

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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.

Publicado en: Tecnología
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Dell Improved Customer Satisfaction with BMC Remedyforce

  1. 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