BMC Remedyforce Exceeds 100 Customers in 300 Days

BMC Software (NASDAQ: BMC), the leader in IT Service Management (ITSM), today announced more than 100 enterprises have adopted its cloud-based Remedyforce Service Desk solution in 300 days, making it the fastest growing SaaS-based IT management solution in the industry.

Enterprises such as Basic Energy, Canadian North, Iron Bow Technologies and the U.S. Department of Health and Human Services are using the BMC Remedyforce Service Desk solution to automate their IT support process, from incident and change to analysis, while also reducing costs.

"Since 2007, there has been a strong growth in Gartner clients buying IT service desk tools utilizing the SaaS licensing and delivery model,” said David Coyle, research vice president at Gartner. "The SaaS model for the IT service desk market is an attractive choice for several reasons, including the growth in the overall SaaS tool market, potential advantages around lower total costs, operating versus capital budget, predictability of costs, ease of implementation and the ease and timeliness of upgrades. However, the traditional perpetual licensing model is not going away. By 2015, Gartner predicts that 50 percent of all new IT service desk tool purchases will utilize the SaaS model."¹

The business revolution being driven by the consumerization of IT has contributed to the Remedyforce Service Desk solution’s rapid adoption. As a cost-effective option for the modern IT support environment that also improves total cost of ownership, Remedyforce provides easy access to a breadth of capabilities, as well as a level of sophistication in ITSM that many organizations may have previously considered out of reach. Salesforce.com’s Force.com cloud platform enables consumer-friendly capabilities, such as mobility, and includes more sophisticated capabilities, such as visual tooling, that enable straightforward configuration without requiring IT support teams to learn a new skill - making the alignment of the Remedyforce Service Desk solution to the needs of the organization a matter of configuration not customization.

"We previously relied primarily on email for our help desk needs and, as expected, response times were slow and incidents were sometimes lost,” said Corey Clark, IT systems manager, Basic Energy Services. "Remedyforce has proven to be an all-around efficient solution for our business needs, as we now leverage its incident, problem and change capabilities to manage our help desk activities. This has saved us time, money and has increased IT response times and employee productivity.”

Consumers have unprecedented access to information on a growing number of devices at almost all times in their personal lives. This increased hyper-consumption of information is driving them to expect equal access in the workplace. In contrast to other offerings, the BMC Remedyforce platform supports the next generation requirements of the social enterprise with integrated social feeds, support for next-generation applications and mobility today.

"We chose Remedyforce to help us meet the growing demands of our service desk and enhance responsiveness to our customers and service network,” said Lanre Omotayo, IT manager, Canadian North. "Overall, the platform will pay off generously, as there are no infrastructure costs and we can easily and consistently support remote users from anywhere, at any time.”

"Remedyforce has helped IT departments of all sizes tap into the power of social and mobile cloud computing by providing the leading IT help desk app built on Force.com,” said Ron Huddleston, senior vice president, ISV and Alliances, salesforce.com. "BMC and salesforce.com are committed to helping IT departments achieve greater success in the world of the social enterprise.”

"With salesforce.com, we have created a unique solution that can help customers quickly address growing business trends, while also lessening their dependency on tying support personnel to the desktop. We are also giving them an easy-to-deploy option for replacing service desk products facing obsolescence,” said Marc Ferrentino, CTO of SaaS, BMC. "We are pleased by Remedyforce’s popularity in the industry, which is the result of its ability to address the rapidly changing technology and business environment. Our nearest competitor took more than two years to reach the same level of adoption.”

The BMC Remedyforce solution combines BMC’s 20-year proven record of experience, innovation and market leadership with salesforce.com’s proven cloud platform, Force.com. The result is the ultimate response to the needs of ITSM now and in the future. The BMC Remedyforce integration with Salesforce Chatter, enables users to communicate directly while addressing challenges. The solution is available on smartphones and tablets, allowing IT workers to respond anytime from anywhere to support their business stakeholders, and it is aligned to industry best practices.

Additional Information

• Learn more at Remedyforce Service Desk.
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Business runs on IT. IT runs on BMC Software.

Business thrives when IT runs smarter, faster and stronger. That’s why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended September 30, 2011, BMC revenue was approximately $2.2 billion. Visit www.bmc.com for more information.

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¹ Gartner, Inc., SaaS Continues to Grow in the IT Service Desk Market, David Coyle, March 29, 2011.