BMC Helix Remedyforce vs. Microsoft System Center Service Manager

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
Microsoft System Center Service Manager
Score 8.4 out of 10
N/A
Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle management.N/A
Pricing
BMC Helix RemedyforceMicrosoft System Center Service Manager
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
No answers on this topic
Offerings
Pricing Offerings
BMC Helix RemedyforceMicrosoft System Center 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 RemedyforceMicrosoft System Center Service Manager
Top Pros
Top Cons
Features
BMC Helix RemedyforceMicrosoft System Center 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
7% below category average
Microsoft System Center Service Manager
7.8
7 Ratings
5% below category average
Organize and prioritize service tickets9.07 Ratings8.04 Ratings
Expert directory6.05 Ratings7.03 Ratings
Service restoration9.07 Ratings7.04 Ratings
Self-service tools7.95 Ratings8.75 Ratings
Subscription-based notifications6.06 Ratings7.04 Ratings
ITSM collaboration and documentation8.07 Ratings9.76 Ratings
ITSM reports and dashboards8.07 Ratings7.16 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
Microsoft System Center Service Manager
8.2
7 Ratings
0% below category average
Configuration mangement9.07 Ratings9.86 Ratings
Asset management dashboard9.05 Ratings8.77 Ratings
Policy and contract enforcement6.03 Ratings6.05 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
Microsoft System Center Service Manager
6.7
6 Ratings
23% below category average
Change requests repository9.07 Ratings6.16 Ratings
Change calendar9.07 Ratings6.05 Ratings
Service-level management9.07 Ratings8.05 Ratings
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BMC Helix RemedyforceMicrosoft System Center Service Manager
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Score 9.0 out of 10
Medium-sized Companies
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Enterprises
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Score 9.4 out of 10
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Score 9.4 out of 10
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User Ratings
BMC Helix RemedyforceMicrosoft System Center Service Manager
Likelihood to Recommend
9.0
(12 ratings)
8.8
(7 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(1 ratings)
8.9
(2 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceMicrosoft System Center 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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Microsoft
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
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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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Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
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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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Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
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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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Microsoft
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
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Microsoft
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
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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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Microsoft
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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Microsoft
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
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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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Microsoft
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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ScreenShots

BMC Helix Remedyforce Screenshots

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