Applaud is currently running two instances of the BMC Remedy IT Service Management Suite. The first is a multi-tenant instance that is available for clients who do not need a high level of configuration and integration and are happy to simply link with their active directory. The second is a dedicated instance for clients that want a more sophisticated level of integration and in some cases special branding of the Remedy tools for in-house use. Both instances are provisioned from Applaud’s cloud.The company plans to roll out more sophisticated dashboards and analytics in order to deliver smarter and more refined reporting for customers. The company is also looking at how it can use BMC’s service request management (SRM) functionality for cloud provisioning. Currently a manual process, Applaud believes the SRM system could act as the foundation for a self-service portal for customers to provision desktop virtualisation. According to Richards, “BMC has given us every opportunity to punch above our weight and we are doing that consistently. I look forward to the next 12-18 months as we scale this out.” For more information on Applaud IT’s implementation of the BMC Remedy solution, please visit:
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