Comments on: BMC takes the service desk offering on-demand with Salesforce.com http://livehelpdesks.com/2009/11/20/bmc-takes-the-service-desk-offering-on-demand-with-salesforcecom/ Help Desk Software Directory, Blog And More Sat, 31 Jul 2010 09:41:03 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Rhett Glauser http://livehelpdesks.com/2009/11/20/bmc-takes-the-service-desk-offering-on-demand-with-salesforcecom/comment-page-1/#comment-3420 Rhett Glauser Wed, 25 Nov 2009 09:26:10 +0000 http://livehelpdesks.com/?p=274#comment-3420 Now that all the BMC giddiness has had a chance to die down, here's the reality. The term "strategic alliance" is silly, especially in this case. For Salesforce.com this was a new customer win for the Force.com PaaS. BMC needed a SaaS play, was out of options, and was already really late to the game. So BMC took an expendable brand in Service Desk Express are working to put it on Force.com and are finally giving SaaS a shot. This has nothing to do with enterprise IT service management. SDE on Force.com is a rudimentary help desk ticketing tool for small businesses that will try to compete with really slick, modern SaaS apps like Beetil and Zendesk. Even Salesforce.com has a call center app, Service Cloud, that can be considered competitive to BMC. BMC SDE on Force.com will probably be adopted by small businesses later this year, but it will significantly miss the mark as a savior for the BMC Enterprise Service Management business and the Remedy product line. My blog post <a href="http://service-now.web5.hubspot.com/Blog/bid/31069/BMC-Reaches-for-the-Cloud-With-a-New-Service-Desk-Express-Offering" rel="nofollow">"BMC Reaches for the Cloud"</a> goes into more detail on the topic. Rhett Service-now.com @rglauser Now that all the BMC giddiness has had a chance to die down, here’s the reality.

The term “strategic alliance” is silly, especially in this case. For Salesforce.com this was a new customer win for the Force.com PaaS. BMC needed a SaaS play, was out of options, and was already really late to the game. So BMC took an expendable brand in Service Desk Express are working to put it on Force.com and are finally giving SaaS a shot.

This has nothing to do with enterprise IT service management. SDE on Force.com is a rudimentary help desk ticketing tool for small businesses that will try to compete with really slick, modern SaaS apps like Beetil and Zendesk. Even Salesforce.com has a call center app, Service Cloud, that can be considered competitive to BMC.

BMC SDE on Force.com will probably be adopted by small businesses later this year, but it will significantly miss the mark as a savior for the BMC Enterprise Service Management business and the Remedy product line.

My blog post “BMC Reaches for the Cloud” goes into more detail on the topic.

Rhett
Service-now.com
@rglauser

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