BMC Helix Remedyforce vs. Serviceware Processes (helpLine)

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
Serviceware Processes (helpLine)
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
Pricing
BMC Helix RemedyforceServiceware Processes (helpLine)
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
No answers on this topic
Offerings
Pricing Offerings
BMC Helix RemedyforceServiceware Processes (helpLine)
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 RemedyforceServiceware Processes (helpLine)
Top Pros
Top Cons
Features
BMC Helix RemedyforceServiceware Processes (helpLine)
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
Serviceware Processes (helpLine)
8.9
1 Ratings
9% above category average
Organize and prioritize service tickets9.07 Ratings10.01 Ratings
Expert directory6.05 Ratings9.01 Ratings
Service restoration9.07 Ratings6.01 Ratings
Self-service tools7.95 Ratings9.01 Ratings
Subscription-based notifications6.06 Ratings9.01 Ratings
ITSM collaboration and documentation8.07 Ratings10.01 Ratings
ITSM reports and dashboards8.07 Ratings9.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
1% below category average
Serviceware Processes (helpLine)
8.3
1 Ratings
2% above category average
Configuration mangement9.07 Ratings9.01 Ratings
Asset management dashboard9.05 Ratings9.01 Ratings
Policy and contract enforcement6.03 Ratings7.01 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
Serviceware Processes (helpLine)
10.0
1 Ratings
18% above category average
Change requests repository9.07 Ratings10.01 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings10.01 Ratings
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User Ratings
BMC Helix RemedyforceServiceware Processes (helpLine)
Likelihood to Recommend
9.0
(12 ratings)
9.0
(1 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(2 ratings)
9.0
(2 ratings)
Implementation Rating
7.0
(2 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceServiceware Processes (helpLine)
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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Serviceware
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
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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.
Read full review
Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
Read full review
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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Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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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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Serviceware
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
Read full review
Serviceware
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
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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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Serviceware
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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Serviceware
Unfortunately I have no experience with other products.
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.
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Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

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