BMC Helix Remedyforce vs. DeskRoll Remote Desktop

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 5.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
DeskRoll Remote Desktop
Score 8.0 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
Pricing
BMC Helix RemedyforceDeskRoll Remote Desktop
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
Offerings
Pricing Offerings
BMC Helix RemedyforceDeskRoll Remote Desktop
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptional$3.25 per seat/per month
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.
More Pricing Information
Community Pulse
BMC Helix RemedyforceDeskRoll Remote Desktop
Top Pros
Top Cons
Features
BMC Helix RemedyforceDeskRoll Remote Desktop
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
7% below category average
DeskRoll Remote Desktop
-
Ratings
Organize and prioritize service tickets9.07 Ratings00 Ratings
Expert directory6.05 Ratings00 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings00 Ratings
ITSM collaboration and documentation8.07 Ratings00 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
DeskRoll Remote Desktop
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
DeskRoll Remote Desktop
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Remote Administration
Comparison of Remote Administration features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
DeskRoll Remote Desktop
8.2
2 Ratings
1% below category average
Screen sharing00 Ratings8.02 Ratings
File transfer00 Ratings8.02 Ratings
Instant message00 Ratings7.01 Ratings
Over-the-Internet remote session00 Ratings10.02 Ratings
Initiate remote control from mobile00 Ratings8.01 Ratings
Multi-platform remote control00 Ratings8.01 Ratings
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User Ratings
BMC Helix RemedyforceDeskRoll Remote Desktop
Likelihood to Recommend
9.0
(12 ratings)
7.0
(2 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceDeskRoll Remote Desktop
Likelihood to Recommend
BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
Read full review
Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
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Pros
BMC Software Inc.
  • 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.
Read full review
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Read full review
Cons
BMC Software Inc.
  • 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.
Read full review
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
Read full review
Likelihood to Renew
BMC Software Inc.
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
Read full review
Tomsk Inc.
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
Read full review
Tomsk Inc.
No answers on this topic
Implementation Rating
BMC Software Inc.
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.
Read full review
Tomsk Inc.
No answers on this topic
Alternatives Considered
BMC Software Inc.
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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Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
Read full review
Return on Investment
BMC Software Inc.
  • 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.
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Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.