What users are saying about
148 Ratings
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Score 7.7 out of 101
46 Ratings
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Score 7.2 out of 101

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.
Timothy Sawah profile photo

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
Rich Beliveau profile photo

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.1
BMC Helix Remedyforce
6.3
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
8.6
BMC Helix Remedyforce
6.0
Expert directory
BMC Helix ITSM (Remedy)
8.7
BMC Helix Remedyforce
5.0
Service restoration
BMC Helix ITSM (Remedy)
8.0
BMC Helix Remedyforce
5.0
Self-service tools
BMC Helix ITSM (Remedy)
7.3
BMC Helix Remedyforce
7.9
Subscription-based notifications
BMC Helix ITSM (Remedy)
8.1
BMC Helix Remedyforce
6.0
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
8.0
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)
8.7
BMC Helix Remedyforce
8.0
Asset management dashboard
BMC Helix ITSM (Remedy)
8.1
BMC Helix Remedyforce
8.0
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.6
BMC Helix Remedyforce
6.0

Change management

BMC Helix ITSM (Remedy)
8.2
BMC Helix Remedyforce
7.0
Change requests repository
BMC Helix ITSM (Remedy)
7.9
BMC Helix Remedyforce
7.0
Change calendar
BMC Helix ITSM (Remedy)
8.6
BMC Helix Remedyforce
7.0
Service-level management
BMC Helix ITSM (Remedy)
7.9
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
No photo available

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 profile photo

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
No photo available

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 profile photo

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.
Shayne Froelich profile photo

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 profile photo

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.
Lee Cullom profile photo

BMC Helix Remedyforce

No score
No answers yet
No answers on this topic

Support

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.3
Based on 4 answers
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.
Shayne Froelich profile photo

BMC Helix Remedyforce

BMC Helix Remedyforce 8.0
Based on 1 answer
They care about your success.
Phil Medina profile photo

Implementation

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon profile photo

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 profile photo

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.
Mallesh Kanakam profile photo

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.
Mike Leveiller profile photo

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.
Travis Sirmon profile photo

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.
Martin Rockwell &quot;Rocky&quot; profile photo

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 profile photo

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
Pricing60.001
  1. per user, per month
Additional Pricing Details

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