Yakult deploys BMC's cloud-based soln

EGHAM, UK: Yakult, a probiotic beverages maker, on Thursday said that it is using BMC Software’s SaaS Remedyforce Service Desk solution for fast, economical cloud-based IT service management functionality.

The solution will enable the company to quickly deploy best-in-class service management across the enterprise, reducing IT incidents without the capital expenditure of on-premise solutions, said a press release.

The implementation of the Remedyforce solution helped users submit their own tickets. Moreover, the number of phone calls to the help desk has dropped by approximately one-third and the number of email messages has been cut in half.

“Cloud technologies have now reached a maturity level that allows us to offload any IT elements that put us in a defensive situation,” said Can Ersoz, manager of information systems at Yakult. “By moving functions like service management to the cloud, we can stop focusing solely on technology and direct our attention to supporting activities of our business.”

The beverages maker was faced with the challenges of reducing IT incidents, solving problems swiftly and responding to user requests promptly against ever-tightening budget constraints. Yakult embarked on a SaaS approach to ITSM and replaced its outdated help desk system, which had become too complex, difficult to use and expensive to manage, with BMC’s Remedyforce Service Desk.