Salesforce Adds Cloud-Based IT Service Management Tools To Cloud Lineup

Printer-friendly version Email this CRN article is adding an IT service management application to its cloud offerings through an expanded alliance with BMC Software, the company said Wednesday.

Salesforce also unveiled a new release of its cloud application development platform and said it has signed an agreement to acquire Heroku and its Ruby platform-as-a-service application.

The announcements came Wednesday at Salesforce's Dreamforce conference in San Francisco. The crowded event has approximately 30,000 attendees, exceeding attendance estimates the company was providing just a few weeks ago.

RemedyForce, the new IT service management platform, expands Salesforce's lineup of cloud applications and services including the flagship Sales Cloud CRM application, Service Cloud, Chatter social media application,, Jigsaw Data Cloud for acquiring and managing business contact data, and the platform the company debuted Tuesday.

RemedyForce, is built to run natively on and incorporates technology from BMC's Remedy IT service management suite. The core of RemedyForce is the IT service desk application, which Salesforce previously offered as Service Desk on under an earlier alliance between Salesforce and BMC.

The new RemedyForce adds problem, change and knowledge management applications and a configuration management database. The service also provides mobile access, reporting and analytics capabilities.

"It's the killer app," said Salesforce CEO Marc Benioff in his keynote speech Wednesday morning. "I can't tell you how many times customers have asked me why don't we have native Remedy running on the cloud."

"IT service management is, conservatively, a $15 billion market," said Bob Beauchamp, CEO of BMC, who appeared on-stage with Benioff. But most owners of IT service management systems tend to be bigger companies, he said. "It's been expensive for other [smaller] enterprises to implement," Beauchamp said, adding that a Software-as-a-Service version of BMC's product offered through Salesforce would appeal to smaller organizations.


Next: What The Heroku Acquisition Brings To Salesforce

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