BMC Helix Remedyforce vs. EasyVista Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 6.1 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
EasyVista Service Manager
Score 9.0 out of 10
N/A
EasyVista Service Manager is the New York company's ITIL / ITSM service solution.N/A
Pricing
BMC Helix RemedyforceEasyVista Service Manager
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
No answers on this topic
Offerings
Pricing Offerings
BMC Helix RemedyforceEasyVista Service Manager
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix RemedyforceEasyVista Service Manager
Top Pros
Top Cons
Features
BMC Helix RemedyforceEasyVista Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
EasyVista Service Manager
8.9
1 Ratings
8% above category average
Organize and prioritize service tickets9.07 Ratings10.01 Ratings
Expert directory6.05 Ratings8.01 Ratings
Service restoration9.07 Ratings9.01 Ratings
Self-service tools7.95 Ratings9.01 Ratings
Subscription-based notifications6.06 Ratings10.01 Ratings
ITSM collaboration and documentation8.07 Ratings7.01 Ratings
ITSM reports and dashboards8.07 Ratings9.01 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
EasyVista Service Manager
-
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
EasyVista Service Manager
10.0
1 Ratings
17% above category average
Change requests repository9.07 Ratings10.01 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings10.01 Ratings
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BMC Helix RemedyforceEasyVista Service Manager
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User Ratings
BMC Helix RemedyforceEasyVista Service Manager
Likelihood to Recommend
9.0
(12 ratings)
10.0
(1 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 RemedyforceEasyVista Service Manager
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.
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EasyVista
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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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.
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EasyVista
  • Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
  • Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
  • Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
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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.
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EasyVista
  • Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
  • A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
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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
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EasyVista
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
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EasyVista
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.
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EasyVista
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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EasyVista
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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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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EasyVista
  • Our turnaround time has decreased steadily use implementing use.
  • Our CIO is update on the progress of his team at all times.
  • The customers feel better informed about their requests from start to finish.
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ScreenShots

BMC Helix Remedyforce Screenshots

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