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

  • Automatic Ticket Routing and Escalation Routing Processes. This eliminates a lot of the guess work of who supports what. With changes to organizational structure and team names, the automated workflows will allow tickets to still get routed to the correct group of individuals via self service requests.
  • Linking multiple incidents for the same issue to one problem. Helps manage outages and follow ups.
  • BMC is very open to product recommendations for future releases. It evaluates new features and ideas from its customers and forum users regularly and really drives better functionality with each release.
Rich Beliveau 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
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

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

  • The tool did provide better customer service since it ensured that tasks were visible, not lost and were closed in a reasonable time frame.
Amy Gibbens 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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