The service desk can now be fast-tracked to the cloud thanks to BMC RemedyForce and Quintica Southern Africa.
BMC RemedyForce is a software as a service (SaaS)-based system from BMC and Salesforce.com that allows for call waiting times to be reduced from five minutes to 45 seconds and improves first-call resolution.
This cloud-based IT service management (ITSM) solution can be accessed through Quintica Southern Africa, a specialist systems integrator and service management provider for the Middle East and Africa.
"The modern self-service in RemedyForce service desk is the perfect first port of call for businesses looking to slowly move their business into the cloud, and with RemedyForce, we have proved that this move can be a smooth transition without complicated technical intervention," says Mark Ackerman, technology director at Quintica.
According to Ackerman, the Quintica team is able to set up an ITSM solution that combines all the advantages of a cloud-based platform.
Quintica is also able to provide support in developing the definitions within the Service Catalogue, which is a core component of the self-service capabilities and service efficiency of the system and employees.
In addition, the ITIL-based automated workflows inherent in RemedyForce ensure that the IT service desk can handle more issues more quickly.
Features coupled in the RemedyForce solution include: standard forms UI; workspaces; integration to Asset Core; a focus on self service; service request management; knowledge management; incident, problem and change management; an asset inventory; self service portal; and an SLA management tool; as well as reporting and analytics; full ITIL integration and compliance; and social media and mobile device integration.
"When dealing with customers, you need to ensure that your processes are not only watertight, but that they also meet with industry standards and regulations. It is with this that we strongly suggest all our customers ensure that these processes conform to industry recognised ITIL standards," adds Ackerman.
BMC's RemedyForce recently won THINKstrategies' SaaS award in its Best of SaaS Showplace (BoSS) Awards programme, which is aimed at promoting the measurable business benefits being delivered by today's SaaS solutions.
Share
