What users are saying about
8 Ratings
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Score 7.6 out of 100
49 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

BMC Helix Remedyforce

[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
Evan Kent | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
BMC Helix Remedyforce
7.7
Organize and prioritize service tickets
Alemba Service Manager
BMC Helix Remedyforce
9.0
Expert directory
Alemba Service Manager
BMC Helix Remedyforce
6.0
Service restoration
Alemba Service Manager
BMC Helix Remedyforce
9.0
Self-service tools
Alemba Service Manager
BMC Helix Remedyforce
7.9
Subscription-based notifications
Alemba Service Manager
BMC Helix Remedyforce
6.0
ITSM collaboration and documentation
Alemba Service Manager
BMC Helix Remedyforce
8.0
ITSM reports and dashboards
Alemba Service Manager
BMC Helix Remedyforce
8.0

ITSM asset management

Alemba Service Manager
BMC Helix Remedyforce
8.0
Configuration mangement
Alemba Service Manager
BMC Helix Remedyforce
9.0
Asset management dashboard
Alemba Service Manager
BMC Helix Remedyforce
9.0
Policy and contract enforcement
Alemba Service Manager
BMC Helix Remedyforce
6.0

Change management

Alemba Service Manager
BMC Helix Remedyforce
9.0
Change requests repository
Alemba Service Manager
BMC Helix Remedyforce
9.0
Change calendar
Alemba Service Manager
BMC Helix Remedyforce
9.0
Service-level management
Alemba Service Manager
BMC Helix Remedyforce
9.0

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

BMC Helix Remedyforce

  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Michael Stewart | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

BMC Helix Remedyforce

  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
Pauline Mulvey | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

BMC Helix Remedyforce

BMC Helix Remedyforce 7.5
Based on 4 answers
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
Joseph Bettio | TrustRadius Reviewer

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

BMC Helix Remedyforce

BMC Helix Remedyforce 8.0
Based on 1 answer
They care about your success.
Phil Medina | TrustRadius Reviewer

Implementation Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

BMC Helix Remedyforce

BMC Helix Remedyforce 7.0
Based on 1 answer
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Phil Medina | TrustRadius Reviewer

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

BMC Helix Remedyforce

I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
Rich Beliveau | TrustRadius Reviewer

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

BMC Helix Remedyforce

  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
Robert Rose | TrustRadius Reviewer

Screenshots

Alemba Service Manager

Pricing Details

Alemba Service Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Alemba Service Manager Editions & Modules

Additional Pricing Details

BMC Helix Remedyforce

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

BMC Helix Remedyforce Editions & Modules

Edition
BMC Helix Remedyforce67.901
  1. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
BMC Helix Remedyforce
9.0

Likelihood to Renew

Alemba Service Manager
8.0
BMC Helix Remedyforce
7.5

Support Rating

Alemba Service Manager
BMC Helix Remedyforce
8.0

Implementation Rating

Alemba Service Manager
BMC Helix Remedyforce
7.0

Add comparison