Last Thursday I attended the BMC Helix Remedyforce (Rf) User Group Meeting held at the BMC Tampa office. This is one a series of Rf user groups that BMC is hosting (the previous meeting was held in Dallas). There was an excellent turnout of Rf customers—one came all the way from Lancaster, PA. RightStar customers Berry College, Tupperware, and Brooks Rehabilitation all attended, and I moderated a panel discussion with Berry College and Tupperware. Here is a summary of their presentations.
Tupperware’s Sr. Manager, Global IT Services, opened by describing the combination of BMC, RightStar and Tupperware as a fantastic coalition. He was enthusiastic about progress made and value received to date.
Tupperware is a global, direct-to-consumer marketer of premium, innovative products across multiple brands through an independent sales force of three million with approximately $2 billion in annual sales. Yes, there really is a party every two seconds.
Tupperware complimented the RightStar team for excellent progress and support. He summed up his selection of Rf as “Champaign tastes on a beer budget.” Tupperware has successfully transformed from a 15-year-old on-premise disjointed Remedy system to an in-cloud automated service desk with full transparency, service level agreements and integrated Problem, Change, and Incident Management. And no need for further software and hardware upgrades. Given the multi-national (Brazil, Germany, and the US) and “follow the sun” nature of his system, Tupperware has successfully used a rolling go-live process to get everyone up and running. Their secret to project success—executive sponsorship and successful user adoption, both of which they have “in spades.”
Berry College is a 2100 student private liberal arts school in NW Georgia. Like Tupperware, Berry College also began with Remedy but migrated to Rf approximately five years ago. Berry College’s Director of User Support, described progress made over the years to include Incident, Asset, Knowledge and Configuration Management.
RightStar has logged several trips to Berry College to assist with BMC Client Management (BCM) which is tightly integrated to Rf. BCM is used in place of SCCM and tracks and discovers software licenses, patches and deploys software, and provides remote connectivity for easier troubleshooting. BCM offers an excellent value for software license management. Berry College believes in continuous improvement and is beginning a self-service/service catalog project to improve the end-user experience.