SAN FRANCISCO: The parade of social networking features and services showcased by Salesforce at this year's Dreamforce conference will bring unexpected benefits to IT staff, say experts.
IT service and support specialist BMC Software believes that the SaaS pioneer's latest round of updates will also bring new opportunities and efficiencies to the back end.
Chad Haftorson, director or product management for BMC's Remedyforce service, told V3 that with the improved communications and networking platforms, IT staff could see internal service and support management become much easier.
"It allows the users to get faster help because other people who had the same problem can help them, but it also builds your knowledge base on the fly, you have a complete knowledge base being built on the fly," Haftorson explained.
"There is no reason to put up a self-service portal for IT any more."
Haftorson said that the addition of HTML 5 support will also be good news for those who work in development and support. Without the need to code and port applications to run as native software, developers will be able to focus on building and perfecting a single version of an application.
As firms continue to adopt Salesforce and other SaaS platforms, BMC sees life becoming easier for itself and other firms who specialise in IT support and services.
Haftorson cited the rapid development cycle of the cloud platform, in which new versions of a service are developed and deployed throughout the year rather than as annual updates, as a way to rapidly add new features users request.
"In traditional enterprise software you have a request, you need to do something, you ask the vendor to do it and you know its going to be two years before they do it at all, so they customise something and they get into trouble," Haftorson said.
"If now there is no upgrade work that they have to do, we can push the upgrade directly to them.
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