185 Ratings
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Score 7.5 out of 100
Top Rated
317 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • BMC Helix ITSM (Remedy) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.2

BMC Helix ITSM (Remedy)

82%
7.6

Salesforce Service Cloud

76%
BMC Helix ITSM (Remedy) ranks higher in 7/9 features

Organize and prioritize service tickets

8.7
87%
45 Ratings
8.2
82%
55 Ratings

Expert directory

7.8
78%
32 Ratings
7.0
70%
40 Ratings

Service restoration

8.2
82%
40 Ratings
N/A
0 Ratings

Self-service tools

8.2
82%
44 Ratings
N/A
0 Ratings

Subscription-based notifications

8.0
80%
35 Ratings
7.1
71%
47 Ratings

ITSM collaboration and documentation

8.6
86%
44 Ratings
7.2
72%
42 Ratings

ITSM reports and dashboards

7.7
77%
44 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
7.9
79%
56 Ratings

Ticket response

N/A
0 Ratings
7.9
79%
55 Ratings

ITSM asset management

8.7

BMC Helix ITSM (Remedy)

87%

Salesforce Service Cloud

Feature Set Not Supported
N/A
BMC Helix ITSM (Remedy) ranks higher in 3/3 features

Configuration mangement

9.3
93%
39 Ratings
N/A
0 Ratings

Asset management dashboard

8.8
88%
39 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.1
81%
32 Ratings
N/A
0 Ratings

Change management

8.4

BMC Helix ITSM (Remedy)

84%

Salesforce Service Cloud

Feature Set Not Supported
N/A
BMC Helix ITSM (Remedy) ranks higher in 3/3 features

Change requests repository

8.4
84%
43 Ratings
N/A
0 Ratings

Change calendar

8.3
83%
40 Ratings
N/A
0 Ratings

Service-level management

8.4
84%
42 Ratings
N/A
0 Ratings

Self Help Community

BMC Helix ITSM (Remedy)

Feature Set Not Supported
N/A
7.0

Salesforce Service Cloud

70%
Salesforce Service Cloud ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.8
68%
46 Ratings

Internal knowledge base

N/A
0 Ratings
7.2
72%
51 Ratings

Multi-Channel Help

BMC Helix ITSM (Remedy)

Feature Set Not Supported
N/A
7.6

Salesforce Service Cloud

76%
Salesforce Service Cloud ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.2
72%
39 Ratings

IVR

N/A
0 Ratings
7.2
72%
25 Ratings

Social integration

N/A
0 Ratings
7.8
78%
34 Ratings

Email support

N/A
0 Ratings
8.0
80%
56 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
49 Ratings

Attribute Ratings

  • BMC Helix ITSM (Remedy) is rated higher in 1 area: Support Rating
  • Salesforce Service Cloud is rated higher in 2 areas: Likelihood to Renew, Usability
  • BMC Helix ITSM (Remedy) and Salesforce Service Cloud are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.8

BMC Helix ITSM (Remedy)

78%
51 Ratings
7.8

Salesforce Service Cloud

78%
62 Ratings

Likelihood to Renew

9.0

BMC Helix ITSM (Remedy)

90%
6 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

6.5

BMC Helix ITSM (Remedy)

65%
3 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

BMC Helix ITSM (Remedy)

N/A
0 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

BMC Helix ITSM (Remedy)

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

8.1

BMC Helix ITSM (Remedy)

81%
18 Ratings
7.2

Salesforce Service Cloud

72%
29 Ratings

Online Training

BMC Helix ITSM (Remedy)

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

Implementation Rating

6.6

BMC Helix ITSM (Remedy)

66%
4 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Product Scalability

8.0

BMC Helix ITSM (Remedy)

80%
1 Rating

Salesforce Service Cloud

N/A
0 Ratings

Likelihood to Recommend

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

Pros

BMC Helix ITSM (Remedy)

  • 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.
Timothy Sawah | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Helix ITSM (Remedy)

General

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

Starting Price

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 6 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 | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.1
Based on 18 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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 4 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM (Remedy)

  • 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.
Mallesh Kanakam | TrustRadius Reviewer

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

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