BMC Helix Remedyforce vs. Freshservice

[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.

Incentivized

Freshservice is very good at managing multiple different departments for help desk ticketing. There are multiple ways that it can be set up so that the tickets are more automated or can be controlled by a person. When trying to keep track of all assets, including peripherals, the managed asset management portion is very limited. You can scan the computer, but you still have to add a lot of information that is not scanned.

Incentivized

• 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.

• Helpdesk Ticketing system for escalation and distributing among technicians.
• Service requests for ordering processes and employee onboarding and termination.
• Project Management is a useful tool for our IT department to track internal projects.
• The reporting is very helpful reporting various metrics to leadership.

Incentivized

• 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.

• Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
• When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
• I really can think of any, I really have no complaints about the software

Incentivized

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

Incentivized

It's overall value in our organization is extremely high and it has become an essential part of our business.

On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.

Incentivized

They care about your success.

Incentivized

Chat and email support for general questions has been great and fast. When we've worked with engineering on technical changes, there hasn't always been great communication when we've needed communication at a specific time regarding a specific issue, even when we've made it known ahead of time that we would need communication at that time.

Incentivized

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.

Incentivized

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.

Incentivized

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.

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.

Incentivized

• 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.

• We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
• We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
• We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.

Incentivized