With the growing demand for cross-campus technologies inside and outside of the lecture hall, learning institutions and universities are increasingly looking for IT enablers to assist in better managing IT as a whole. This is, according to Quintica, fuelling demand for platforms such as the RemedyForce Service Desk offering from BMC.
To date the company has already secured a number of deals with universities, ranging from institutions in Abu Dhabi, South Africa and even Botswana. All of whom have identified the need for a service desk to assist in facilitating service management, as well as managing incident, problem and change requests, and ultimately Service Request Management.
“The demand we are seeing from universities in particular is for a solution that is able to provide them with a less complicated, more user friendly solution that can ensure a reduction in IT resource downtime as well as improved total cost of ownership,” states Kerry Evans, MD at Quintica.
To this end RemedyForce conforms with ITIL best practices, ensuring compliance and governance issues can be met at the same time. According to Evans, many institutions are currently exploring, or are in the midst of, ITIL implementations as we speak.
By making use of RemedyForce, they can also ensure process consistency, and deploy a fully-fledged service desk as opposed to a help desk, and all the while meet the demands of students and faculty members alike.
With the ease of opening a service ticket with the agents at the service desk or through the use of the self service component of the system, and then subsequently the speed at which they get resolved, users are fast accepting that by making the service desk their primary problem logging area, their requests will be answered more speedily. This is driving physical and manual requests out and online requests in.
“Some of the greatest benefits our customers are evidencing with the RemedyForce solution is that they report little to no downtime, its upgrades are done automatically in the background without impacting the business and its teams and users can access the application anytime and anywhere,” adds Evans.
The speed of implementation is also a key factor in the success of RemedyForce. This coupled with the immediate freeing up of physical resources are two of the single most convincing factors driving institutions to adopt this technology. The solutions help IT teams work smarter, deliver services more efficiently, meet and exceed SLAs and ultimately better report these successes to management.