BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Teamwork.com
Score 7.8 out of 10
N/A
Teamwork.com is a project management platform built specifically for client work. The platform helps users deliver work on time and on budget, eliminate client chaos, and understand profitability. Teamwork.com’s customers track and manage their projects with a suite of integrated solutions such as helpdesk, collaboration, knowledge sharing and customer relationship management add-ons, enabling Teamwork.com to be the ‘one-stop shop’ solution for business owners. Headquartered in Cork,…
[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.
Teamwork is awesome for teams who need a flexible tool that supports all types of projects. Since it supports kanban it makes visualizing the work to be done and the work in progress very easy. The Gantt chart support is decent and helps to understand how a team is doing when it comes to getting work done in a given time frame. Teamwork isn't a great option for companies that have a bunch of projects going simultaneously due to the way Teamwork structures their billing based on a number of active projects.
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.
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.
Visualization needs to be improved, charts graphs are limited
Value stream mapping should be available to determine and prioritize the work.
Documentation should be available stepwise with export and printable facility.
It should be configurable like ERP with cross functionalities of different users, where users login, assign and approve the work, job or project details, where it should be collectively effected on a project.
Add many examples, little more AI, Machine learning required for suggestion and recommendation. It would be a plus point
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
We are already at an annual contract, and have been for the past 5 years; so far the system has delivered, and our personal is already trained in it. A major overhaul of our entire infrastructure (as in moving everything to a single, unified platform) might change the current continuity of Teamwork Projects on our organization, but that's not feasible in the near future.
I give it a 9 out of 10, because there is a bit of a learning curve when you first start using Teamwork Projects because there is a lot to learn & recognize where to find it. They do offer a good range of tools that can be applied to every project - So say you're working on an internal project and don't need Milestones or Billing, you can shut those modules off. This can help simplify the interface for beginners. Once you've had a few days in Teamwork Projects, I think it's a 10/10 usability. It's very easy to accomplish your tasks and keep track of what you're managing.
We've been able to meet with the customer success team on multiple occasions to discuss the roadmap and learn about the company culture. Being based in Ireland, we occasionally have to wait until they wake up to get support requests handled in the states and larger conversations about big enhancement requests were politely collected but not followed up on
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.
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.
I spoke about this quite a bit before, but as far as usability goes, Microsoft Projects is totally useless for me, so I avoid it at all costs. Basecamp was just a task management app and had very small feature set beyond that. We had to rig it to do other things for us, but it failed at that. Asana was a very nice app to trial, but it lacked many of the features that we were looking for.
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.
Teamwork was a great starter into project management software. We were WAY more organized and efficient than we ever were with Trello boards and the PM software included with our accounting system.
Clients were mostly pleased with interacting with Teamwork, and appreciated the ability to track their comments and requests in one place.
Ultimately, we stopped using Teamwork after about 6 months because we need something more focused on web development projects specifically
