This TechValidate Case Study shows how General Dynamics chose Remedyforce cloud service management over ServiceNow. It explains how chose Remedyforce, what ITIL features they use (Self Service Service Catalog / Service Requests, Knowledge Management, Incident Management, Dashboards and reporting Configuration Management (CMDB), )and the benefits they received.

1. BMC SOFTWARE REMEDYFORCE CASE STUDY
General Dynamics
Introduction
This case study of General Dynamics is based on a January 2017 survey of
BMC Software Remedyforce customers by TechValidate, a 3rd-party
research service.
Challenges
The business challenges that led the profiled company to evaluate and
ultimately select BMC Software Remedyforce:
Had the following challenges in mind when selecting a Service Desk
solution:
The high costs for administering and maintaining a solution
Solutions being heavily customized, making it difficult to upgrade
Solutions lacking self-service, mobile, and collaborative features
Solutions lacking reporting and analytics
Supporting the business with new apps and services
Evaluated the following vendors before choosing Remedyforce:
Service Now
HP
An open source / free service
Remedy
Use Case
The key features and functionalities of BMC Software Remedyforce that the
surveyed company uses:
Purchased BMC Remedyforce for the following reasons:
Offers comprehensive, out-of-the-box ITSM / ITIL functionality
Is easy to configure without requiring scripting / coding or specialized
personnel
Is a good value for the price
Using the following Remedyforce capabilities:
Self Service
Service Catalog / Service Requests
Knowledge Management
Incident Management
Change Management
Dashboards and reporting
Configuration Management (CMDB)
Implemented Remedyforce within 2 months.
Implemented Remedyforce quickly because of the following:
The ease of use
Their Business Relationship Manager / Customer Success Manager
The free on-line training and resources
Already had required information from our Remedy system
Results
The surveyed company achieved the following results with BMC Software
Remedyforce:
Experienced the following benefits or improvements since implementing
Remedyforce:
Improved service levels
Improved customer satisfaction
Delivered new services
Reduced costs
strongly agrees that their Remedyforce implementation helped them
achieve their goals.
Is extremely likely to renew their Remedyforce subscription.
Company Profile
Company:
*General Dynamics *
Company Size:
Large Enterprise
Industry:
Computer Services
About BMC Software
Remedyforce
BMC offers a full family of
ITSM (IT Service
Management) solutions,
from a streamlined help
desk to an enterprise IT
service management
platform.
Learn More:
 BMC Software
 BMC Software
Remedyforce
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Source: Rick Gibney, IT Manager, General Dynamics
 Validated Published: Mar. 27, 2017 TVID: 368-4B3-AF8
Research by