The retail, ICT, education and construction industries are, according to specialist ICT company Quintica, placing the microscope on IT service management as a host of organisations in these markets have deployed the BMC RemedyForce Service Desk solution over the last quarter.
Boasting a range of new features and business benefits, the RemedyForce Service Desk offering provides customers with a cloud-based IT service management platform, that enables the delivery of service desk and cloud applications for interactive IT support services.

“RemedyForce is growing in popularity as a service management solution and we have seen significant traction in the retail, ICT, education and construction industries, as more and more companies in these sectors are adopting the technology for their IT support and service desks,” states Kerry Evans, managing director of Quintica.

“A real benefit of the RemedyForce solution is that it enables you to manage suppliers, consumers, users and third parties anywhere and anytime, all the while leveraging best practices and ITIL service management processes,” she adds.

According to Evans there has been a recent spike in demand for service management solutions, particularly for the RemedyForce Service Desk, because of its ability to increase the efficiency of teams as a result of self-service functionality.

Another reason the RemedyForce products in particular are so popular, is that they boast a time from deployment to being live of only 40 hours, this is a fifth of the normal time at which service management solutions are usually deployed.

However, with enhancements to the latest version of the software, companies can now also empower support teams with real-time social collaboration and knowledge management; monitor and enforce service level agreements; reduce training and accelerate productivity; as well as keep pace with innovation and emerging best practices through seamless SaaS delivery.

New features also include rich IT service management functionality, including incident, problem, change, service request and service level management to name a few. The company has also taken cognisance of the growing importance of social media with the addition of Chatter, an integrated social media platform for team collaboration.

“With each new iteration of RemedyForce, BMC raises the bar on service management, providing key features and functionality that firstly meet the changing demands of industry, and that are at the same time modern, innovative and relevant to a changing market where social media, mobility, SaaS and the cloud are all front of mind,” she says.

“To this end, we are seeing a growing need for self service offerings that are easy to deploy, deliver ROI on day one of installation, that provide hassle-free upgrades, offer reporting and analytics functionality, and do not require an entire reinvention of your current technology stack to deploy.

“It is for these very reasons that we believe that the RemedyForce offering is growing in popularity, and with the latest release of the software we believe this is a trend that will continue upwards,” ends Evans.