This TechValidate Case Study shows how H.D. Smith 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.

1. BMC SOFTWARE REMEDYFORCE CASE STUDY
H. D. Smith Wholesale Drug Company
Introduction
This case study of H. D. Smith Wholesale Drug Company 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:
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 vendor before choosing Remedyforce:
Not sure
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
Includes agentless discovery, integrated asset, and lifecycle
management
Provides powerful dashboards and reporting
Offers comprehensive, out-of-the-box ITSM / ITIL functionality
Is a good value for the price
Using the following Remedyforce capabilities:
Self Service
Service Catalog / Service Requests
Knowledge Management
Service Health
Incident Management
Change Management
Dashboards and reporting
Configuration Management (CMDB)
Client Management (Premium/Premium Plus)
Patch management
Implemented Remedyforce within 6 months or more.
Implemented Remedyforce quickly because of the following:
Their Business Relationship Manager / Customer Success Manager
The free on-line training and resources
Partner Support
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
Added business revenue
Reduced costs
Improved Mean Time to Repair (MTTR)
Integration with other products
strongly agrees that their Remedyforce implementation helped them
achieve their goals.
Is extremely likely to renew their Remedyforce subscription.
Company Profile
Company:
H. D. Smith Wholesale
Drug Company
Company Size:
Medium Enterprise
Industry:
Pharmaceuticals
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: Michael Henderson, Sr. Process Engineer, H. D. Smith
Wholesale Drug Company
 Validated Published: Mar. 27, 2017 TVID: 5FD-1DE-04C
Research by