CUSTOMER SUCCESS: U.S. Department of Health and Human Services Delivers Better Service with BMC Reme

Business Wirevia The Motley Fool
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CUSTOMER SUCCESS: U.S. Department of Health and Human Services Delivers Better Service with BMC Remedyforce

BMC Remedyforce solution improves service, supports FedRAMP security compliance

HOUSTON--(BUSINESS WIRE)-- The Department of Health and Human Services (DHHS) is the United States government's principal agency for protecting the health of all Americans and providing essential human services. As such, its mandate is one of the most extensive in the federal government - a real acid test for any software company's products.


DHHS decided that the agency needed an IT service management solution that could provide consistent service to its IT-savvy internal customers. This would improve internal performance, and ultimately result in better service.

"When we can find ways to improve processes or make ourselves more efficient, it benefits not just our agency team but the taxpayers at large," said Wallace Wilhoite, who leads the DHHS digital forensics team.

After a major evaluation, the agency selected BMC Remedyforce Service Desk from BMC Software (NASDAQ: BMC) because the solution best delivered the improved responsiveness and quick ROI that the agency was looking for. BMC's in-depth understanding of federal security requirements and its active involvement in the FedRAMP program for cloud security were also important factors in the decision, as was the company's strong support of the IT Infrastructure Library® (ITIL®) standards.

"With BMC Software, the agency's return on investment was nearly immediate," said Wilhoite. "In addition, BMC has been actively involved in FedRAMP compliance, which is what all Federal agencies are watching right now. They have essentially committed to making sure that they adhere to those security requirements and deliver us a secure solution."

The Challenge

DHHS wanted to replace its slow, inconsistent ITSM processes - such as a paper-based IT service management process - with a solution that could consistently meet the demands of its IT-savvy internal customers. The agency also needed to meet government-mandated security requirements such as FedRAMP.

The Solution

The agency chose the BMC Remedyforce Service Desk solution to meet these goals with a cloud-based approach.

Benefits

By implementing the BMC Remedyforce Service Desk solution, DHHS has experienced a number of benefits, including:

  • Immediate return on investment

  • Improved internal customer satisfaction due to elimination of delays

  • Increased ability to identify system weaknesses and facilitate continuous improvement

  • Rapid implementation with no need for special staff training

For more information on the DHHS implementation and the BMC Remedyforce solution, please:

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT organizations around the world — from small and mid-market businesses to the Global 100 — rely on BMC Software (NAS: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Business Service Management and Cloud Management offerings. For the four fiscal quarters ended September 30, 2012, BMC revenue was approximately $2.2 billion. www.bmc.com

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2013 BMC Software, Inc.

ITIL® is a registered trade mark of the Cabinet Office.

IT Infrastructure Library® is a registered trade mark of the Cabinet Office.



BMC Software
Tara Hanney, +1 713-918-2745
tara_hanney@bmc.com
or
Ogilvy PR Worldwide
Kellie Willman, +1 415-677-2708
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