How do you or your organization use this solution?
Please share with us so that your peers can learn from your experiences.
We primarily use the solution to record IT events and instances. For example, if someone is working within the office but suddenly their test op doesn't work, they'll call the IT service support desk and the desk will take the call and record the instance on the Remedy system. We'll also use this system to record and send out notifications to all related staff so that they know about the status of relevant activities and tasks.
I primarily use asset management, the console parcel, and the CMDB functionalities. It's mainly for search and to verify access. I also use it to update attributes and relationships. Currently, we are mainly using it for the change management process, for example, for planning and bringing forth approval process changes (that are open and assigned to our team). Occasionally it is also used for incident management.
We primarily use the product for our banking solution. I use it as a way for customers to open their tickets and resolve problems that are related to their banking, both internal and external.
Since it's a built application based on Remedy, we use it for Telcos. It's an application developed for telecommunications companies.
My primary use case for Remedyforce is for clients who do not have a requirement on the CMDB (Configuration Management Database). When I'm talking about a requirement, I'm talking about things like federation and reconciliation requirements. This gap is one of the reasons I started looking at Remedyforce as a potential solution. The second reason for choosing this is when the client size is medium to small — not truly enterprise. Medium-sized companies in my view means that the support staff is around 10 to 30 members. That is just the number of support staff, not end-users. There should also be about 50 to 100 servers. A third component is when there are no critical integrations — we call them huge integrations. There are two kinds of integration. First, there is very straightforward integration where I need to connect to an active directory and, for example, read the people detail. The second is more complicated integrations. For example, a client might ask to do provisioning on the active directory, or they may want to do updates like bidirectional integration. Remedyforce is not built for this type of thing. The product as of yet was not built to handle complex requirements. When it comes to complex requirements, we have to be honest with the client. It is as if they buy a cheaper car and try to make it into a Ferrari. We have other remedies for this situation, Helix Remedy. It is a Ferrari. Remedyforce is not the Ferrari.
We are using BMC Remedyforce for IT, as well as for the HR service desk of our company for the last two years, effectively.