With a renewed emphasis on customer service, the Office of Technology Services (OTech) is now using a cloud-based solution to improve operations and respond to help desk customers, Chief Davood Ghods said on Sept. 10 at an Industry Briefing hosted by Techwire.
“OTech upgraded to Remedy onDemand from an on-premise version of Remedy, and we have reduced the total cost of ownership by doing that, and we are maturing our ITSM [information technology services management] implementation,” said Ghods.
In July, OTech an agreement for up to $5 million with Folsom-based Taborda Solutions to provide Remedy onDemand, a software-as-a service produced by software company BMC. The new service includes cloud-based incident management, service request management and a number of other IT service management applications that Ghods hopes will help transform the office into a “full service” organization beyond just a technology provider.
Ghods also said that OTech will be providing Remedy onDemand to state and local agency clients that want to use it for their customers.
“Remedy ITSM suite in a cloud-based solution with anytime, anywhere access to self-service desk, change and release management, asset and service level management tools, and more,” says BMC’s website.
