Likelihood to Recommend [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.
Read full review If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
Read full review Pros 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 Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers. Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training. Lots of options and features are available for you to include in your forms. Integrates well with SAML-based SSO and has capabilities for MFA. Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket. Read full review Cons 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. Read full review There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree. Greater flexibility to modify the layout of incident request forms. More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors. Read full review Likelihood to Renew 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
Read full review My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Read full review Usability Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Read full review Reliability and Availability Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Read full review Performance When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Read full review Support Rating They care about your success.
Read full review SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
Read full review Online Training When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Read full review Implementation Rating 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.
Read full review The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Read full review Alternatives Considered 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.
Read full review We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
Read full review Scalability We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Read full review Return on Investment 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 We are more easily able to quantify user satisfaction with support. We are able to develop SLAs that quantify and define the obligation of our support teams. The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution. Read full review ScreenShots BMC Helix Remedyforce Screenshots SolarWinds Service Desk Screenshots