What users are saying about
45 Ratings
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Score 7 out of 101
140 Ratings
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Score 8 out of 101

Likelihood to Recommend

BMC Helix Remedyforce

If you already have Salesforce, it is a no-brainer to go with Remedyforce, so easy and so complementary of one another. It's easy to pass information back and forth from service teams (customer facing) to IT or developer teams - eliminating the black hole between the groups
Pauline Mulvey profile photo

BMC Helix ITSM

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

Feature Rating Comparison

Incident and problem management

BMC Helix Remedyforce
6.3
BMC Helix ITSM
8.1
Organize and prioritize service tickets
BMC Helix Remedyforce
6.0
BMC Helix ITSM
8.5
Expert directory
BMC Helix Remedyforce
5.0
BMC Helix ITSM
8.7
Service restoration
BMC Helix Remedyforce
5.0
BMC Helix ITSM
8.1
Self-service tools
BMC Helix Remedyforce
7.9
BMC Helix ITSM
7.3
Subscription-based notifications
BMC Helix Remedyforce
6.0
BMC Helix ITSM
8.0
ITSM collaboration and documentation
BMC Helix Remedyforce
6.0
BMC Helix ITSM
7.9
ITSM reports and dashboards
BMC Helix Remedyforce
8.0
BMC Helix ITSM
8.1

ITSM asset management

BMC Helix Remedyforce
7.3
BMC Helix ITSM
8.2
Configuration mangement
BMC Helix Remedyforce
8.0
BMC Helix ITSM
8.7
Asset management dashboard
BMC Helix Remedyforce
8.0
BMC Helix ITSM
8.1
Policy and contract enforcement
BMC Helix Remedyforce
6.0
BMC Helix ITSM
7.7

Change management

BMC Helix Remedyforce
7.0
BMC Helix ITSM
8.1
Change requests repository
BMC Helix Remedyforce
7.0
BMC Helix ITSM
7.9
Change calendar
BMC Helix Remedyforce
7.0
BMC Helix ITSM
8.6
Service-level management
BMC Helix Remedyforce
7.0
BMC Helix ITSM
7.9

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

BMC Helix ITSM

  • Remedy tool is used for incident management and there are several categories bound with SLAs(Service level agreement) which ensures the closures.
  • It is also used for change management across the organization for different environments which make sure all the processes are followed.
  • It has a knowledge article section where KBs are generated for known issues which are handy for Business as usual.
rahul garg profile photo

Cons

BMC Helix Remedyforce

  • Admins should be able to add custom fields to the update button form in the Remedyforce Console.
  • Fulfillment filters should include the ability to look at the logged in user's details.
  • The ability to link Incidents to other Incidents could be helpful.
  • Add price as an optional field to add to the CI editor in the CMDB. All other fields are available which are necessary except for price.
Michael Stewart profile photo

BMC Helix ITSM

  • Sometimes it takes a long time to get reports from the inventories.
  • Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training.
  • Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.
No photo available

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

BMC Helix ITSM

BMC Helix ITSM 9.0
Based on 5 answers
Northcraft Analytics has no choice. We build solutions for the top 5 ITSM solutions in market share. That's ServiceNow, BMC Remedy ITSM, HP Service Manager, etc...
Lee Cullom profile photo

Usability

BMC Helix Remedyforce

No score
No answers yet
No answers on this topic

BMC Helix ITSM

BMC Helix ITSM 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

Support

BMC Helix Remedyforce

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

BMC Helix ITSM

BMC Helix ITSM 7.3
Based on 4 answers
BMC has transitioned their support model many times. From off-shore to hybrid off-shore... to now which is channel/hybrid off-shore. If you want high-quality support for BMC Remedy products, you must go through a partner, preferably Rapid Technologies.
Lee Cullom 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

BMC Helix ITSM

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

Alternatives Considered

BMC Helix Remedyforce

Remedy had proven unstable inside Mincom and the other proprietary solution KBox had proven to be rigid ... so RemedyForce was better at uptime and having global access than our previous solutions.
Gerald Talton profile photo

BMC Helix ITSM

BMC Remedy is a more mature product with more complex and business savvy features built into the platform. BMC has been an outstanding business partner and has taken the time to understand our business. They are a trusted IT partner. ServiceNow has the advantage of being a PaaS which relieves the cost and complexity of upgrading.
No photo available

Scalability

BMC Helix Remedyforce

No score
No answers yet
No answers on this topic

BMC Helix ITSM

BMC Helix ITSM 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon profile photo

Return on Investment

BMC Helix Remedyforce

  • I think the positive impact is that it has forced our global business to consolidate on one ticketing solution. The two major development/management sites are Atlanta and Brisbane, Australia and by standardizing the monitoring integration with the back end being RemedyForce we have like cut down on the overall cost of maintaining duplicate in-house ticketing solutions.
Gerald Talton profile photo

BMC Helix ITSM

  • Positive feedback from the collaboration it generates
  • Negative feedback regarding difficulty of customizations
  • ROI has been positive do to the lack of unnecessary data entry other systems have caused us to do.
No photo available

Screenshots

BMC Helix ITSM

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

BMC Helix Remedyforce
Edition
Pricing
60.001
1. per user, per month
Additional Pricing Details

BMC Helix ITSM

General

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

BMC Helix ITSM Editions & Modules

BMC Helix ITSM
Additional Pricing Details

Add comparison