What users are saying about
45 Ratings
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Score 7.1 out of 101
138 Ratings
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Score 8 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.
Michael Stewart profile photo

BMC Helix ITSM

The product is actually quite flexible. This can provide many benefits to multi-site organizations where communication can be a challenge. We have many departments in our company which are using this BMC Remedy with positive feedback
Mallesh Kanakam 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
7.9
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
8.0

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

  • Restrict catalogue items based on the business unit.
  • Helps us display only those services or applications used by a particular business unit, instead of a huge list of services used across the group.
  • Ability to approve or reject a service request or change request via email.
  • Given that a large number of our user base is mobile, this feature helps the business make quick decisions on IT requirements.
  • Search option in the catalogue.
Harsha Karkhenhalli profile photo

BMC Helix ITSM

  • I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
  • It is easy to implement our business requirements In BMC Remedy.
  • On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
Mallesh Kanakam profile photo

Cons

BMC Helix Remedyforce

  • Cost aggregation in service catalogue for bundled catalogue items
  • Search option in Incident module for the ease of logging incidents when multiple services are in use
  • Option for the end user to reopen incidents or requests
Harsha Karkhenhalli profile photo

BMC Helix ITSM

  • The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable.
  • Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago.
  • User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.
Jim Coryat 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

BMC Helix ITSM

BMC Helix ITSM 9.0
Based on 5 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 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

RemedyForce is much easier to use, allows for more content collection and better organizational communications.
Mary Roberts profile photo

BMC Helix ITSM

I have used Remedy for 16 years and there has been some thought of changing to a new product, but it has been quickly shot down because Remedy does what we need it to do and we have been happy with it. We have never really done a full evaluation of any other products.
Dave Campbell profile photo

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

  • Customer service has greatly increased. Since we now have the ability to allow client users to create their own incidents. The number of employees needed to staff the help desk was reduced by 1/3. We were then able to add those dollars saved into increased functionality.
Phil Medina profile photo

BMC Helix ITSM

  • I don't have any hard numbers for this but without Remedy notifying people with incident tickets about issues we would not be in the position that we are.
  • Our company has over a 99.99% up time and part of it is due to the Remedy system notifying people of possible issues before it causes a downtime.
  • Thanks to Remedy's change request process it has allowed our company to make changes with the confidence that everything will go as planned.
Dave Campbell profile photo

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