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Comprehensive service desk solution enables fast time to value for ITIL®-compliant incident, problem and change management


Tradentrix, LLC,a business specializing in data storage and virtualization, is implementing BMC Software’s  easy-to-learn and use, affordable SaaS-based help desk solution, BMC Remedyforce Service Desk. BMC’s Remedyforce Service Desk solution is a modern, intelligent and comprehensive IT Service Management(ITSM) solution that speeds adoption of IT Infrastructure Library® (ITIL)standard processes for incident, problem, change and asset inventory managementwith embedded best practices. In Remedyforce Service Desk, BMC coupled its twenty years of experience in delivering ITSM solutions with the power and stability of’s proven cloud platform:


Houston-basedTradentrix provides small and medium-sized businesses with enterprise computing solutions, such as virtualization, managed computing, business continuity and disaster recovery planning. The company previously handled customer issues manually through email and phone, but with the recent on-boarding of additional customers and overall business growth, Tradentrix sought to better streamline this process. Additionally, the company needed a way to give customers greater visibility into the progress being made on issues and requests.


“Remedyforce allows usto track incidents for our customers and provide problem resolution in a timely manner,” said Brian Trudeau, vice president of engineering and CTO,Tradentrix. “With BMC, we can very easily monitor SLAs and give customers transparency into their incidents.”


The functionality and scalability of the BMC Remedyforce Service Desk platform enables Tradentrix to greatly enhance responsiveness with its customers and service network. With the BMC Remedyforce Service Desk solution, Tradentrix customers can now track the progress of their own incidents and requests. Furthermore, Tradentrix can provide same-day service with a streamlined process that enables multiple employees to access service issues.


Fast-growing companies like Tradentrix rely on SaaS-based solutions to drive greater efficiency in their service desk and IT operations. Learn how the BMC Remedyforce Service Desk solution helps businesses meet their growing service desk and IT management needs at BMC Remedyforce Service Desk.

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By Dick Stark, President, CEO, and Founder of RightStarSystems


Public sector IT budgets haven’t been hit as hard in recent years as those in the private sector. That’s likely to change quickly, however,due to all the negative publicity around budget shortfalls and concerns over deficit spending and rising debt.


In response, many public sector CIOs are stepping up their cost-cutting efforts. In August 2011, U.S. Navy CIO Terry Halvorsen announced an initiative to cut 25 percent from the Navy’s IT budget over five years.


Cloud computing, data center and application consolidation,investing in thin clients, working on department-wide enterprise technology licenses, and implementing rigorous spending controls will play an important role in achieving this goal.


Cost cutting is an escalating priority within public sector IT organizations — not just at the national level, but also at state (orprovincial) and local levels.


Around the world, governments are concentrating on reducing spending and debt. These efforts are forcing public sector IT organizations to become proactive in improving service quality while bringing down costs.


In our experience with public sector customers, we have observed five key objectives that CIOs are pursuing:

  • Data center consolidation
  • Cloud computing
  • A do-more-with-less strategy
  • IT transformation of the business
  • ITaccountability


Many government agencies are discovering that they can apply IT service management processes and solutions to help them achieve these objectives.


Read the rest of this important paper



Dick Stark is President, CEO, and founder of RightStar. He has more than 25 years of experience in leading, building, and managing technology companies. During his career, he has also led and managed technical , consulting, and finance operations. Stark is a graduate of Stanford University and a Project Management Professional(PMP).

About Rightstar

RightStar is a leading provider of ITIL-based service management solutions for upper-middle market firms and government agencies. As an Elite BMC Software Solution Partner, RightStar develops its own add-on modules and provides consulting, design, and implementation services for BMC Service DeskExpress and BMC Remedy ITSM products. RightStar also conducts on-site ITIL assessments and provides strategic recommendations for delivering services to the business more efficiently. In 2011, RightStar was awarded BMC’s ESM North American Solution Provider: Public Sector distinction.

For more information on RightStar, visit

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Guest Blog By Jack D. Bischof, Accenture



Software as a Service(SaaS) offers several high-potential advantages for organizations thinking of adopting the model:substantial savings in capital outlay for software and environments,reduced operating expenditures for maintenance and support,elimination of software upgrade investments, and so on.


SaaS also enables simplementation of services and capabilities at a speed that has never before been possible and,as a result,creates the potential for rapid and continual innovation.


However, along with these benefits comes the need for IT to build and manage a hybrid operating environment that combines internal IT services with those provided by outside sources. To ensure that the new environment delivers maximum value to the enterprise, follow the five strategies outlined here;


1.      Focus on Innovation

2.      Establish Controls

3.      Ensure You Have the Right Management Solutionsand Tools

4.      Foster Evolution in the IT Organization andOperating Model

5.      Carefully Identify Services Appropriate for SaaS


Read the entire paper to learn the details

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The service desk and ITSM markets continue to change and you need to change with them.  How are plans for SaaS, cloud and the service catalog impacting your decisions for 2012?


Join us for a discussion with Simon King, Sr Director of Product Management for BMC’s ITSM portfolio on the latest trends in ITSM and how BMC is assisting customers to prepare for the future.



Get Cooking with SaaS

Posted by ITSM Guy Jan 9, 2012
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By Anthony Orr, Director,Service Management in CTO Office, BMC Software



A well-known American idiom says,“Now we’re cooking with gas!” Its origins lie in the 19th century, with the advent of gas stoves. Stove manufacturers used the line in advertisements to suggest that cooking with gas was more efficient and effective than previously dominant wood-burning stoves. Even today gas is still preferred by many skilled cooks. Unlike on electric stoves, the burners on a gas stove take no time to heat up, and the heat level can be fine-tuned to the cook’s liking.  Cooking with gas is still more effective, efficient, and convenient than most other cooking methods.


Software as a Service(SaaS) is the IT version of “cooking with gas.” SaaS can help you deliver applications to your users — and manage those applications — more effectively, efficiently,and conveniently than traditional models. BMC, for example, has adopted a “SaaS-First” approach to application adoption within its own IT organization,implementing at least one new SaaS application per quarter.


There are numerous obvious benefits with SaaS. Since the SaaS vendor takes care of building and hosting the product as well as maintaining and operating it, the in-house IT departmentis no longer responsible for these duties. IT is also “off the hook” for hardware procurement and installation, as well as for availability and disaster recovery management. Shifting these responsibilities to an outside vendor can result in significant savings in hardware and related costs, electricity costs, and operator support.


Adoption of SaaS tools allows IT to offer new capabilities more rapidly while also improving ROI for software investments. In terms of ROI, of course you should consider the initial purchase costs, depreciation, and maintenance of traditional software. You should also look at the costs of external consultants, internal labor, and other factors when you are trying to figure out the cost.


Pay special attention to the issues of maintenance and upgrades. Do you heavily customize certain licensed software? With SaaS, enhancements tend to be delivered incrementally over shorter intervals. Such piecemeal upgrades are more likely to be adopted quickly. End users can realize the benefits of enhancements much more quicklyand frequently, while avoiding costly maintenance fees.


SaaS can help you to reduce costs while also improving IT’s ability to offer new capabilities. Yes, taking a SaaS-First approach does come with its own challenges, but those are outweighed by the potential benefits. With the right management tools and prescriptive guidance,you can take advantage of these benefits. Time to get cooking!



About the Author

Anthony Orr is director of Service Management in the Office of the CTO at BMC Software. He has more than 30 years ofexperience in managerial, consulting, marketing, and technical positions for IT service management strategies and implementations. He is currently working on the ITIL v3 publication update project as an author. He is also a senior examiner for APMG with responsibilities for the ITIL v3 exams and scheme. Orr is a frequent speaker on best practices at industry events and BMC customer forums.

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