BMC Helix Remedyforce vs. Oracle Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 6.2 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
Oracle Service
Score 8.0 out of 10
N/A
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A
Pricing
BMC Helix RemedyforceOracle Service
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
No answers on this topic
Offerings
Pricing Offerings
BMC Helix RemedyforceOracle Service
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 RemedyforceOracle Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
5% below category average
Oracle Service
8.0
77 Ratings
2% below category average
Organize and prioritize service tickets9.07 Ratings8.572 Ratings
Expert directory6.05 Ratings8.053 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings8.456 Ratings
ITSM collaboration and documentation8.07 Ratings7.150 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings8.273 Ratings
Ticket response00 Ratings8.073 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
Oracle Service
-
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
8% above category average
Oracle Service
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Oracle Service
8.0
74 Ratings
0% below category average
External knowledge base00 Ratings7.865 Ratings
Internal knowledge base00 Ratings8.174 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Oracle Service
7.9
76 Ratings
2% below category average
Customer portal00 Ratings8.169 Ratings
IVR00 Ratings7.635 Ratings
Social integration00 Ratings6.246 Ratings
Email support00 Ratings8.674 Ratings
Help Desk CRM integration00 Ratings8.954 Ratings
Best Alternatives
BMC Helix RemedyforceOracle Service
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceOracle Service
Likelihood to Recommend
9.0
(12 ratings)
8.1
(87 ratings)
Likelihood to Renew
7.5
(4 ratings)
10.0
(9 ratings)
Usability
-
(0 ratings)
10.0
(5 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Performance
-
(0 ratings)
9.0
(2 ratings)
Support Rating
8.0
(2 ratings)
10.0
(13 ratings)
In-Person Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
7.0
(2 ratings)
9.0
(8 ratings)
Configurability
-
(0 ratings)
9.0
(1 ratings)
Ease of integration
-
(0 ratings)
7.9
(11 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
BMC Helix RemedyforceOracle Service
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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Oracle
Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
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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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Oracle
  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
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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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Oracle
  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
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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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Oracle
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
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Usability
BMC Software Inc.
No answers on this topic
Oracle
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Oracle
We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
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Performance
BMC Software Inc.
No answers on this topic
Oracle
We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
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Support Rating
BMC Software Inc.
They care about your success.
Read full review
Oracle
The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
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In-Person Training
BMC Software Inc.
No answers on this topic
Oracle
Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.
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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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Oracle
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
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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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Oracle
TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
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Scalability
BMC Software Inc.
No answers on this topic
Oracle
We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
Read full review
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.
Read full review
Oracle
  • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
  • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
  • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
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ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Oracle Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.