What users are saying about
167 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.2 out of 100
Based on 167 reviews and ratings
49 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.5 out of 100
Based on 49 reviews and ratings
Likelihood to Recommend
BMC Helix ITSM (Remedy)
The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
IT Project Manager
The George Washington UniversityHigher Education, 5001-10,000 employees
BMC Helix Remedyforce
This product came with a lot of great functionality right out of the box. It served the needs of a 500+ organization in the U.S. well but required a significant amount of additional time for planning and configuration to properly implement for a global roll out. Much of this time though is not at the fault of BMC, but with planning support strategies and how teams will globally work with one another and share information
Support Services Technician
Catalina MarketingMarketing and Advertising, 1001-5000 employees
Feature Rating Comparison
Incident and problem management
BMC Helix ITSM (Remedy)
8.2
BMC Helix Remedyforce
6.3
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.1
BMC Helix Remedyforce
6.0
Expert directory
BMC Helix ITSM (Remedy)
7.7
BMC Helix Remedyforce
5.0
Service restoration
BMC Helix ITSM (Remedy)
9.1
BMC Helix Remedyforce
5.0
Self-service tools
BMC Helix ITSM (Remedy)
8.0
BMC Helix Remedyforce
7.9
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.8
BMC Helix Remedyforce
6.0
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.4
BMC Helix Remedyforce
6.0
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.2
BMC Helix Remedyforce
8.0
ITSM asset management
BMC Helix ITSM (Remedy)
8.1
BMC Helix Remedyforce
7.3
Configuration mangement
BMC Helix ITSM (Remedy)
8.5
BMC Helix Remedyforce
8.0
Asset management dashboard
BMC Helix ITSM (Remedy)
8.3
BMC Helix Remedyforce
8.0
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.5
BMC Helix Remedyforce
6.0
Change management
BMC Helix ITSM (Remedy)
8.7
BMC Helix Remedyforce
7.0
Change requests repository
BMC Helix ITSM (Remedy)
8.8
BMC Helix Remedyforce
7.0
Change calendar
BMC Helix ITSM (Remedy)
8.8
BMC Helix Remedyforce
7.0
Service-level management
BMC Helix ITSM (Remedy)
8.4
BMC Helix Remedyforce
7.0
Pros
BMC Helix ITSM (Remedy)
- Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
- Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
- The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11

Verified User
Consultant in Corporate
Computer & Network Security Company, 1-10 employeesBMC 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.
Sr. Application Development Analyst
CROSSMARKConsumer Goods, 10,001+ employees
Cons
BMC Helix ITSM (Remedy)
- Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
- Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
- Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesBMC 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.
VP Enterprise Business Technology
Mitchell InternationalComputer Software, 1001-5000 employees
Likelihood to Renew
BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Analyst
Manitoba Public InsuranceInsurance, 1001-5000 employees
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
Director of Salesforce Engineering
Selas Technologies, LLCInformation Technology and Services, 11-50 employees
Usability
BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
President
Northcraft AnalyticsComputer Software, 11-50 employees
BMC Helix Remedyforce
No score
No answers yet
No answers on this topic
Support Rating
BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) 7.7
Based on 10 answers
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.

Verified User
Team Lead in Information Technology
Oil & Energy Company, 1001-5000 employeesBMC Helix Remedyforce
BMC Helix Remedyforce 8.0
Based on 1 answer
They care about your success.
Certified System Administrator - Salesforce
VHAHospital & Health Care, 1001-5000 employees
Implementation Rating
BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Regional IT Engineer
Inchcape Shipping ServicesMaritime, 1001-5000 employees
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.
Certified System Administrator - Salesforce
VHAHospital & Health Care, 1001-5000 employees
Alternatives Considered
BMC Helix ITSM (Remedy)
I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
PRINCIPAL CPQ ENGINEER
Aspect SoftwareComputer Software, 10,001+ employees
BMC Helix Remedyforce
We chose Remedyforce primarily because of what it had to offer (even in its infant stage) and because it was leveraging a platform that we were very familiar with (Salesforce). We had evaluated similar products AFTER the purchase and it made us realize that we definitely made a wise decision.In the past 3 years, I have seen several other ITSM tools and they do not come close to what BMC have created with RemedyForce.
Remedyforce System Analyst-Administrator at Dex Media
Dex Media LLCMarketing and Advertising, 1001-5000 employees
Scalability
BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Regional IT Engineer
Inchcape Shipping ServicesMaritime, 1001-5000 employees
BMC Helix Remedyforce
No score
No answers yet
No answers on this topic
Return on Investment
BMC Helix ITSM (Remedy)
- Identifying trends quickly is a big deal and gets people back to work quickly.
- The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
- The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
- I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Senior BMC/Remedy Developer
AECOMComputer Software, 10,001+ employees
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.
Local Technical Support Provider II
University of MemphisHigher Education, 1001-5000 employees
Screenshots
BMC Helix ITSM (Remedy)
—Pricing Details
BMC Helix ITSM (Remedy)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
BMC Helix ITSM (Remedy) 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 Remedyforce | 67.901 |
---|
- per user/per month