BMC RemedyForce: Cloud-based IT Service Desk Has Strong Start

BMC RemedyForce: Cloud-based IT Service Desk Has Strong Start

Life apparently is good for BMC Software, which recently released the newest version of its Atrium Discovery and Dependency Mapping (ADDM) solution. But the BMC  news doesn't stop there. The company's roughly one-year-old RemedyForce Service Desk platform has attracted 100 customers to date. That, according to BMC Software Chief Technology Officer (CTO) of Software-as-a-Service (SaaS) Marc Ferrentino, has far exceeded the company's initial expectations.

"It [BMC's RemedyForce] has been out for about a year and the growth has been unbelievable," Ferrentino said. BMC RemedyForce is a cloud-based IT service desk solution that BMC developed in tandem with The solution mainly targets existing Salesforce  customers, and Ferrentino attributes the solution's sales success to both companies' reputation in their fields and the channel and direct sales combination strategy. It also helped that BMC signed a partnership with Ingram Micro back in May 2011 through which Ingram began promoting RemedyForce in the Ingram Micro Cloud Marketplace.

But Ferrentino also attributed the initial sales to something that he says separates BMC from other SaaS vendors. "Our competitors give you the box of plane parts, but they don't help you build the model airplane," he said. Ferrentino described SaaS as "a total experience that ends with customer success." To that end, BMC helps its SMB and mid-market customers with configuration and with figuring out which software they need to run their business in the most efficient way possible, according to Ferrentino.

The RemedyForce released marked the first time that BMC and Salesforce developed a joint solution, but don't expect it to be the last. Ferrentino said both companies are already working on a new version of RemedyForce and looking for other ways to collaborate with one another.

ADDM Release

And just before the end of the year, BMC put out the newest version of its ADDM solution to help enterprises map their critical applications and give IT departments more detailed data that they can use to keep all applications running optimally. Here's a list of ADDM's newest features, provided by BMC.

  • Virtual appliance with agentless discovery usable within a few hours;
  • Dashboards, reports and “Google-like” search providing quick and easy access to data;
  • Data provenance offering accurate and verifiable information; and
  • Familiar BMC Atrium architecture, making it easy to share information with BSM processes and applications.
The new BMC release comes roughly a month after the company updated its Application Performance Management platform.
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