Spark Ventures Standardizes Service Management Across Six Companies with BMC’s Remedyforce

Spark Ventures Standardizes Service Management Across Six
Companies
with BMC’s Remedyforce

New Remedyforce features including automated agentless discovery
simplify, automate and elevate service management excellence to realize the
benefits of high-speed IT

Singapore– June
16, 2016 – BMC, the
global leader in IT solutions for the digital enterprise, today announced that Spark Ventures is using BMC’s Remedyforce solution to manage and
support the back-end infrastructure that powers a new generation of consumer
and business digital services.

Spark Ventures is driving the transformation of digital services
in New Zealand by developing businesses that provide products and solutions
ranging from video-on-demand and Wi-Fi to cloud computing and big data. To
achieve the speed and agility required for success in fast-evolving markets,
the operations and platform delivery team that supports these services needed
more efficient ways to manage incidents and changes, support customers, and
ensure service level agreement compliance. BMC’s Remedyforce enabled Spark
Ventures to reinvent how it manages changes, incidents and service requests,
enhance existing services and develop new ones more quickly.

“We had a number of incident and change management challenges
and knew we needed a comprehensive service management solution, so we looked at
the Gartner Magic Quadrant during our selection process and BMC was listed as a
leader,” said Peter Yates, head of IT and operations for Spark Ventures and
five of its startups. “With Remedyforce, we’ve managed to resolve those
challenges. We have change management with various process flows and are
tracking incidents and service requests separately, and automated reporting to
our customers saves us valuable time that we can use on more strategic
activities.”

Built on the Salesforce platform, Remedyforce has empowered the
Spark Ventures IT team with automation, standardization, and visibility to
increase the speed, quality, and efficiency of the support it provides for
revenue-generating businesses and services. Automation helps the Spark Ventures
IT team resolve issues and implement changes quickly, reducing over 100 hours
of change request-related actions per month down to just 10 minutes per change.
Weekly and monthly reports are automated to provide executive availability into
key performance indicators, saving at least 10 hours per month.

BMC is also debuting new Remedyforce features this week for
high-speed, cloud-based IT service management that can be quickly implemented
and enable fast value realization, with the ability to support and manage innovative
new services. Most notably, automated agentless discovery is now included as
part of the Remedyforce solution, empowering IT to effectively and efficiently
track assets to optimize investments, mitigate risk, and improve service
levels. Typically offered as an add-on feature, agentless discovery is now
included as part of any Remedyforce subscription.

“As enterprises make the journey to service management
excellence they are looking for IT solutions that can be quickly implemented,
enable fast value realization and deliver simplified support and management of
innovative new services,” said Chad Haftorson, director of Remedyforce product
management at BMC. “Adding automated agentless discovery to Remedyforce is a
huge differentiator for BMC and our customers. The new features further cement
BMC’s leadership in delivering cloud-based high-speed IT solutions that enable
organizations to run faster and more efficiently.”

Other new features available with BMC’s Remedyforce include:

–        Client Integration:
Two client management options make Remedyforce the most comprehensive Cloud
ITSM solution with no need to buy and integrate external tools, resulting in
reduced support calls and call times, increased first call resolution rates,
and proactive management.

–        Service Health: The
Service Health Dashboard enables IT to transparently share outage information
with business users so they are better informed about the current availability
of business services and planned maintenance in the future.

–        Enhanced Mobile:
Remedyforce provides a seamless experience for business users and IT staff on
the Salesforce1 mobile platform, simplifying the user experience with
consistent self-service mobile access across all of their apps.

To learn more about how Spark Ventures is using BMC’s
Remedyforce solution to drive the transformation of digital services, visit http://www.bmc.com/customers/spark-ventures.html.