BMC Helix ITSM vs. BMC Helix Remedyforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 8.9 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
BMC Helix Remedyforce
Score 7.9 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Pricing
BMC Helix ITSMBMC Helix Remedyforce
Editions & Modules
BMC Helix ITSM
Contact Sales
BMC Helix Remedyforce
$67.90
per user/per month
Offerings
Pricing Offerings
BMC Helix ITSMBMC Helix Remedyforce
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSMBMC Helix Remedyforce
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.
Chose BMC Helix ITSM
BMC Remedy ITSM should be on your short list if you are considering a robust solution in an on-premise model. The implementation community is very strong and mature. BMC still has the broadest suite of complementary IT Operations add-on products which are still currently …
BMC Helix Remedyforce
Chose BMC Helix Remedyforce
RemedyForce is much easier to use, allows for more content collection and better organizational communications.
Features
BMC Helix ITSMBMC Helix Remedyforce
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
93 Ratings
5% above category average
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
Organize and prioritize service tickets9.192 Ratings9.07 Ratings
Expert directory8.763 Ratings6.05 Ratings
Service restoration8.875 Ratings9.07 Ratings
Self-service tools8.884 Ratings7.95 Ratings
Subscription-based notifications8.366 Ratings6.06 Ratings
ITSM collaboration and documentation8.382 Ratings8.07 Ratings
ITSM reports and dashboards8.583 Ratings8.07 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
81 Ratings
3% above category average
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Configuration mangement8.878 Ratings9.07 Ratings
Asset management dashboard8.674 Ratings9.05 Ratings
Policy and contract enforcement8.158 Ratings6.03 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
85 Ratings
1% above category average
BMC Helix Remedyforce
9.0
7 Ratings
6% above category average
Change requests repository8.984 Ratings9.07 Ratings
Change calendar8.480 Ratings9.07 Ratings
Service-level management8.680 Ratings9.07 Ratings
Best Alternatives
BMC Helix ITSMBMC Helix Remedyforce
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMBMC Helix Remedyforce
Likelihood to Recommend
9.0
(100 ratings)
9.0
(12 ratings)
Likelihood to Renew
8.5
(8 ratings)
7.5
(4 ratings)
Usability
8.7
(51 ratings)
-
(0 ratings)
Support Rating
3.0
(10 ratings)
8.0
(1 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 ratings)
7.0
(1 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSMBMC Helix Remedyforce
Likelihood to Recommend
BMC Software Inc.
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
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BMC Software Inc.
[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.
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Pros
BMC Software Inc.
  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
Read full review
BMC Software Inc.
  • 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.
Read full review
Cons
BMC Software Inc.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
Read full review
BMC Software Inc.
  • 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.
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Likelihood to Renew
BMC Software Inc.
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
Read full review
BMC Software Inc.
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
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Usability
BMC Software Inc.
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.
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BMC Software Inc.
No answers on this topic
Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months 😉
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BMC Software Inc.
No answers on this topic
Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
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BMC Software Inc.
No answers on this topic
Support Rating
BMC Software Inc.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
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BMC Software Inc.
They care about your success.
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Online Training
BMC Software Inc.
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
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BMC Software Inc.
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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BMC Software Inc.
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.
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Alternatives Considered
BMC Software Inc.
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
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BMC Software Inc.
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.
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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
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BMC Software Inc.
No answers on this topic
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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BMC Software Inc.
No answers on this topic
Return on Investment
BMC Software Inc.
  • The ROI was fine initially as we got what we paid for and it served its purpose
  • Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
  • Overall ROI was minimal and once the product was out of date we found more value in other tools
Read full review
BMC Software Inc.
  • 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.
Read full review
ScreenShots

BMC Helix ITSM Screenshots

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of