BMC Helix ITSM vs. BMC Helix Remedyforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.2 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 5.1 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
No answers on this topic
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.
Top Pros
Top Cons
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
9.9
46 Ratings
19% above category average
BMC Helix Remedyforce
7.7
7 Ratings
7% below category average
Organize and prioritize service tickets9.945 Ratings9.07 Ratings
Expert directory9.932 Ratings6.05 Ratings
Service restoration9.940 Ratings9.07 Ratings
Self-service tools10.044 Ratings7.95 Ratings
Subscription-based notifications9.935 Ratings6.06 Ratings
ITSM collaboration and documentation9.944 Ratings8.07 Ratings
ITSM reports and dashboards9.944 Ratings8.07 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
10.0
42 Ratings
19% above category average
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Configuration mangement10.039 Ratings9.07 Ratings
Asset management dashboard10.039 Ratings9.05 Ratings
Policy and contract enforcement9.932 Ratings6.03 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
9.9
43 Ratings
16% above category average
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Change requests repository9.943 Ratings9.07 Ratings
Change calendar10.040 Ratings9.07 Ratings
Service-level management9.942 Ratings9.07 Ratings
Best Alternatives
BMC Helix ITSMBMC Helix Remedyforce
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMBMC Helix Remedyforce
Likelihood to Recommend
8.9
(51 ratings)
9.0
(12 ratings)
Likelihood to Renew
9.0
(6 ratings)
7.5
(4 ratings)
Usability
6.5
(3 ratings)
-
(0 ratings)
Support Rating
8.1
(9 ratings)
8.0
(1 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.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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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.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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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.
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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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.
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.
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
Support Rating
BMC Software Inc.
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.
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BMC Software Inc.
They care about your success.
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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.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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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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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.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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.
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ScreenShots

BMC Helix Remedyforce Screenshots

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