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.


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.

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