BMC Helix Remedyforce vs. HaloITSM

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
HaloITSM
Score 9.1 out of 10
Enterprise companies (1,001+ employees)
HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…
$49
per month per user
Pricing
BMC Helix RemedyforceHaloITSM
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
On Premise
$49
per month per user
Cloud
$49
per month per user
Offerings
Pricing Offerings
BMC Helix RemedyforceHaloITSM
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional DetailsThere is 15% discount for all charities, educational institutions and non-profit organisations.
More Pricing Information
Features
BMC Helix RemedyforceHaloITSM
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
HaloITSM
8.4
12 Ratings
3% above category average
Organize and prioritize service tickets9.07 Ratings8.612 Ratings
Expert directory6.05 Ratings8.58 Ratings
Service restoration9.07 Ratings8.77 Ratings
Self-service tools7.95 Ratings8.611 Ratings
Subscription-based notifications6.06 Ratings8.612 Ratings
ITSM collaboration and documentation8.07 Ratings8.39 Ratings
ITSM reports and dashboards8.07 Ratings7.712 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
2% below category average
HaloITSM
7.8
10 Ratings
5% below category average
Configuration mangement9.07 Ratings8.07 Ratings
Asset management dashboard9.05 Ratings7.67 Ratings
Policy and contract enforcement6.03 Ratings7.95 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
HaloITSM
8.8
9 Ratings
5% above category average
Change requests repository9.07 Ratings8.79 Ratings
Change calendar9.07 Ratings8.77 Ratings
Service-level management9.07 Ratings9.08 Ratings
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BMC Helix RemedyforceHaloITSM
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
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User Ratings
BMC Helix RemedyforceHaloITSM
Likelihood to Recommend
9.0
(12 ratings)
9.1
(12 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
9.1
(1 ratings)
Support Rating
8.0
(1 ratings)
8.2
(1 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceHaloITSM
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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Halo Service Solutions
If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.
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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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Halo Service Solutions
  • The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
  • Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
  • The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.
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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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Halo Service Solutions
  • Support for M365 \ Power Platform, Power Bi reporting in particular
  • Feel the asset management side of the product is not as good as the ticket management
  • Support is excellent but maybe an old school user forum where other admins can share and discuss ideas
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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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Halo Service Solutions
No answers on this topic
Usability
BMC Software Inc.
No answers on this topic
Halo Service Solutions
Its simple and intuitiuve - requires minimal training to get people in and working at speed
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Support Rating
BMC Software Inc.
They care about your success.
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Halo Service Solutions
I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.
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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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Halo Service Solutions
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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Halo Service Solutions
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
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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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Halo Service Solutions
  • It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
  • We have halved our average resolution time.
  • Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.
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ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

HaloITSM Screenshots

Screenshot of Halo ITSMScreenshot of Asset ManagementScreenshot of Incident ManagementScreenshot of Service CatalogueScreenshot of Change Control