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

Likelihood to Recommend

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 Remedyforce
6.3
Organize and prioritize service tickets
BMC Helix Remedyforce
6.0
Expert directory
BMC Helix Remedyforce
5.0
Service restoration
BMC Helix Remedyforce
5.0
Self-service tools
BMC Helix Remedyforce
7.9
Subscription-based notifications
BMC Helix Remedyforce
6.0
ITSM collaboration and documentation
BMC Helix Remedyforce
6.0
ITSM reports and dashboards
BMC Helix Remedyforce
8.0

ITSM asset management

BMC Helix Remedyforce
7.3
Configuration mangement
BMC Helix Remedyforce
8.0
Asset management dashboard
BMC Helix Remedyforce
8.0
Policy and contract enforcement
BMC Helix Remedyforce
6.0

Change management

BMC Helix Remedyforce
7.0
Change requests repository
BMC Helix Remedyforce
7.0
Change calendar
BMC Helix Remedyforce
7.0
Service-level management
BMC Helix Remedyforce
7.0

Pros

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 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 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

Support

BMC Helix Remedyforce

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

Implementation

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 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

Return on Investment

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

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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