Success Stories
DEWR drops Remedy for VMware Service Manager
13 March 2003
The Federal Department of Employment and Workplace Relations (DEWR) has dropped major US IT Service Management outfit Remedy in favour of Sydney-based local player VMware Service Manager.
"We had Remedy for a number of years and we thought that we were just about due to go out and test the marketplace," DEWR director of change management Chris Adams said.
"Indeed we found that there were lots of alternatives that were not around at the time that we got Remedy in."
Mr Adams said VMware Service Manager offered better overall value than Remedy and was more suited to the Department's operations, being web-based. "Our general philosophy for packages and applications within the department is to be web based," he said.
Web-based applications offer several advantages for the department, Mr Adams said. These included easier updates and changes to applications. "Having to farm something out to the desktop client base is a major logistic exercise that we can avoid if it (the application) is essentially web-based," he said, adding that this also produces a cost saving.
Mr Adams said that users within the department are also comfortable with a web interface and that it allowed the department to have more input on the interface and processing methods.
He said VMware Service Manager being a local company was also a factor in the department's decision, saying it meant that VMware Service Manager was "better positioned to respond to our needs".
"Being an Australian company carries some weight with us," he said. All development of the VMware Service Manager product is done at the company's facility in Sydney. The VMware Service Manager application was licensed to DEWR for 70 concurrent users.
Other major VMware Service Manager clients using the product include Adobe, RMIT, St George Bank and the NSW Police Service.
By Chris Jenkins, Sydney
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