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46 Ratings
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Score 7.2 out of 101

Likelihood to Recommend

BMC Helix Remedyforce

Remedyforce is very well suited when you plan to use the suite of modules including Incidents, Problems, Change, and more. If you are looking to simply have a help desk tool, there may be other options at comparable prices.
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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

  • Attaching documents and emails to an incident makes it easier to provide details without cluttering up the notes section with information that will confuse some readers.
  • The release management features allows the various IT roles to quickly understand what has been approved for a specific release as well as any fixes that were pulled.
  • The dashboards that allow users to focus on just the items in a specific or group of teams helps keep the teams on track. The various visual tools and reports allow for easily checking a single user, small teams, or large groups progress.
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Cons

BMC Helix Remedyforce

  • The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.
Mary Roberts profile photo

Likelihood to Renew

BMC Helix Remedyforce

BMC Helix Remedyforce 7.5
Based on 4 answers
It has been a great relationship. We meet monthly with our success manager and work through current issues and try to plan ahead with future releases so as to avoid any roadblocks.
Phil Medina 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

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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Return on Investment

BMC Helix Remedyforce

  • Higher quality metrics of user, team, and department performance.
  • Faster response times for escalation management.
  • Proactively aided us in identifying issues with products. We were able to reach out to the client to acknowledge known issues and keep them better informed.
Rich Beliveau 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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