BMC Helix Remedyforce vs. iSupport

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 5.2 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
iSupport
Score 6.0 out of 10
N/A
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.N/A
Pricing
BMC Helix RemedyforceiSupport
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
No answers on this topic
Offerings
Pricing Offerings
BMC Helix RemedyforceiSupport
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix RemedyforceiSupport
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
iSupport
7.4
1 Ratings
10% below category average
Organize and prioritize service tickets9.07 Ratings9.01 Ratings
Expert directory6.05 Ratings5.01 Ratings
Service restoration9.07 Ratings7.01 Ratings
Self-service tools7.95 Ratings9.01 Ratings
Subscription-based notifications6.06 Ratings7.01 Ratings
ITSM collaboration and documentation8.07 Ratings7.01 Ratings
ITSM reports and dashboards8.07 Ratings8.01 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
iSupport
-
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
iSupport
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Best Alternatives
BMC Helix RemedyforceiSupport
Small Businesses
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceiSupport
Likelihood to Recommend
9.0
(12 ratings)
8.0
(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 RemedyforceiSupport
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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iSupport
Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.
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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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iSupport
  • Very organized
  • Easy to track and follow-up
  • Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
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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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iSupport
  • Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
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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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iSupport
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
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iSupport
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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iSupport
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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iSupport
No answers on this topic
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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iSupport
  • Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
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ScreenShots

BMC Helix Remedyforce Screenshots

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