This Day On The Street
Continue to site right-arrow
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Stocks Under $10 with 50-100% upside potential - 14 days FREE!

CUSTOMER SUCCESS: Australian IT Services Provider Spurs Business Growth With BMC Software’s Remedy IT Service Management

Stocks in this article: BMC

Applaud, a national provider of managed IT, service desk and professional services, has steadily scaled its business to provide mission-critical services to a number of well-known Australian organisations. However, the rudimentary help desk ticketing system used for its clients was threatening to stifle growth and continuous service improvement. To eliminate this roadblock to growth, Applaud selected BMC Software’s (NASDAQ: BMC) Remedy IT Service Management (ITSM) solution.

BMC prevailed over competitive solutions from ServiceNow, HP, and Altiris in Applaud’s rigorous vendor selection process.

“We chose the BMC platform for its scalability and alignment with the ITIL® disciplines we wanted,” said Mark Richards, Managed Services Practice Manager, Applaud. “BMC Remedy has allowed us to give our long-standing customers the confidence that we’re maturing as a business and growing with them. If you can deliver a consistent ITIL-standard, outsourced managed service that in itself is a differentiator because there are not too many companies that can do it.”

Richards continued, “The biggest benefit we’re getting is being able to service our managed service customers a whole lot better by managing the lifecycle of their assets properly and helping them quickly remediate any problems.”

The volume of tickets handled by the Applaud service desk is significant – typically receiving 6,000-7,000 per month from its 15 customers. Because of this, the improved end-to-end ticket management has delivered the greatest benefit. Measured by mean time to repair, ticket management has improved substantially. This has enabled Applaud to take a more proactive approach in terms of identifying and fixing problems, interrogating the knowledge base for support, and having complete transparency regarding what is going on at the service desk.

“BMC’s solution provides us with a superior and comprehensive IT service management platform. This enables us to go after a previously untapped sector of the market – which seeks the intimacy of an on-premises solution, with the scalability and efficiency of cloud,” said Richards.

1 of 3

Select the service that is right for you!

Action Alerts PLUS
Try it NOW

Jim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
  • Weekly roundups
TheStreet Quant Ratings
Try it NOW
Only $49.95/yr

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
  • Upgrade/downgrade alerts
Stocks Under $10
Try it NOW

David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
  • Weekly roundups
Dividend Stock Advisor
Try it NOW

Jim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Alerts when market news affect the portfolio
  • Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
Try it NOW

All of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.

Product Features:
  • Real Money + Doug Kass Plus 15 more Wall Street Pros
  • Intraday commentary & news
  • Ultra-actionable trading ideas
Options Profits
Try it NOW

Our options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • 100+ monthly options trading ideas
  • Actionable options commentary & news
  • Real-time trading community
  • Options TV
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!


DOW 18,030.21 +6.04 0.03%
S&P 500 2,081.88 -0.29 -0.01%
NASDAQ 4,773.4720 +8.0480 0.17%

Brokerage Partners

Rates from

  • Mortgage
  • Credit Cards
  • Auto

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs