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 salesforce.com’s proven cloud platform: Force.com.
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.