Spark Ventures is driving the transformation of digital services in New Zealand by developing businesses that provide products and solutions ranging from video-on-demand and Wi-Fi to cloud computing and big data. To achieve the speed and agility required for success in fast-evolving markets, the operations and platform delivery team that supports these services needed more efficient ways to manage incidents and changes, support customers, and ensure service level agreement compliance. BMC's Remedyforce enabled Spark Ventures to reinvent how it manages changes, incidents and service requests, enhance existing services and develop new ones more quickly.
"We had a number of incident and change management challenges and knew we needed a comprehensive service management solution, so we looked at the Gartner Magic Quadrant during our selection process and BMC was listed as a leader," said Peter Yates, head of IT and operations for Spark Ventures and five of its startups. "With Remedyforce, we've managed to resolve those challenges. We have change management with various process flows and are tracking incidents and service requests separately, and automated reporting to our customers saves us valuable time that we can use on more strategic activities."
Built on the Salesforce platform, Remedyforce has empowered the Spark Ventures IT team with automation, standardization, and visibility to increase the speed, quality, and efficiency of the support it provides for revenue-generating businesses and services. Automation helps the Spark Ventures IT team resolve issues and implement changes quickly, reducing over 100 hours of change request-related actions per month down to just 10 minutes per change. Weekly and monthly reports are automated to provide executive availability into key performance indicators, saving at least 10 hours per month.
BMC is also debuting new Remedyforce features this week for high-speed, cloud-based IT service management that can be quickly implemented and enable fast value realization, with the ability to support and manage innovative new services. Most notably, automated agentless discovery is now included as part of the Remedyforce solution, empowering IT to effectively and efficiently track assets to optimize investments, mitigate risk, and improve service levels. Typically offered as an add-on feature, agentless discovery is now included as part of any Remedyforce subscription.
"As enterprises make the journey to service management excellence they are looking for IT solutions that can be quickly implemented, enable fast value realization and deliver simplified support and management of innovative new services," said Chad Haftorson, director of Remedyforce product management at BMC. "Adding automated agentless discovery to Remedyforce is a huge differentiator for BMC and our customers. The new features further cement BMC's leadership in delivering cloud-based high-speed IT solutions that enable organizations to run faster and more efficiently."
Other new features available with BMC's Remedyforce include:
- Client Integration: Two client management options make Remedyforce the most comprehensive Cloud ITSM solution with no need to buy and integrate external tools, resulting in reduced support calls and call times, increased first call resolution rates, and proactive management.
- Service Health: The Service Health Dashboard enables IT to transparently share outage information with business users so they are better informed about the current availability of business services and planned maintenance in the future.
- Enhanced Mobile: Remedyforce provides a seamless experience for business users and IT staff on the Salesforce1 mobile platform, simplifying the user experience with consistent self-service mobile access across all of their apps.
To learn more about how Spark Ventures is using BMC's Remedyforce solution to drive the transformation of digital services, visit http://www.bmc.com/customers/spark-ventures.html.
BMC is a global leader in innovative software solutions that enable businesses to transform into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to make digital business fast, seamless, and optimized from mainframe to mobile to cloud and beyond. BMC digital IT transforms 82 percent of the Fortune 500 and serves more than 10,000 customers worldwide.
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