Case Study: Dell achieves faster IT service requests with RightStar Systems and BMC Remedy SRM

Dell - Customer Case Study

Dell needed to improve how employees requested IT services. Previously, requests went through the helpdesk with manual intake, approvals, and fulfillment, which created long lead times, inconsistent processes, and little visibility for employees. RightStar Systems helped Dell address this with BMC Remedy Service Request Management (SRM).

RightStar Systems implemented an online service catalog and automated approval and fulfillment workflows so employees could submit requests for items like mobile devices or software with minimal human intervention. The rollout was completed in less than 12 months and included about 60 workflows, helping Dell reduce helpdesk staffing, shorten resolution times, and free resources for project work.

Dell