CUSTOMER SUCCESS: U.S. Department of Health and Human Services Delivers Better Service with BMC Remedyforce

  CUSTOMER SUCCESS: U.S. Department of Health and Human Services Delivers
  Better Service with BMC Remedyforce

     BMC Remedyforce solution improves service, supports FedRAMP security

Business Wire

HOUSTON -- January 17, 2013

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
  *Rapid implementation with no need for special staff training

For more information on the DHHS implementation and the BMC Remedyforce
solution, please:

  *Watch the DHHS video
  *Watch the BMC Remedyforce demo
  *Access the BMC Remedyforce community
  *Visit theOn the Mark blog
  *Follow @BMCSoftware on Twitter
  *Become a fan of BMC on Facebook

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT
organizations around the world — from small and mid-market businesses to the
Global 100 — rely on BMC Software (NASDAQ: BMC) to manage their business
services and applications across distributed, mainframe, virtual and cloud
environments. BMC helps customers cut costs, reduce risk and achieve business
objectives with the broadest choice of IT management solutions, including
industry-leading Business Service Management and Cloud Management offerings.
For the four fiscal quarters ended September 30, 2012, BMC revenue was
approximately $2.2 billion.

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2013 BMC Software, Inc.

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BMC Software
Tara Hanney, +1 713-918-2745
Ogilvy PR Worldwide
Kellie Willman, +1 415-677-2708
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