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:
) 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.