Organize and prioritize service tickets (7)
Service restoration (7)
ITSM collaboration and documentation (7)
ITSM reports and dashboards (7)
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BMC Helix Remedyforce
Entry-level set up fee?
- Setup fee optional
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
BMC Helix Remedyforce is an IT service management designed to scale and adapt to the needs of mid-size companies. Built on Salesforce cloud, it allows users to combine IT operations management (ITOM) and cognitive capabilities to ensure the business is efficient, compliant, and secure.
The vendor states their goal is to help users achieve:
- Service Management Excellence
- Multi-Cloud Digital Enterprise
- Predictive ITSM
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
- Supported: Self-Service and Service Catalog
- Supported: Knowledge Management
- Supported: Service Level Management, Dashboards, and Reporting & Analytics
- Supported: Agentless Discovery and Client Management
- Supported: Multi-Cloud Data Center Discovery
- Supported: Mobile Apps for IT and Business
- Supported: Collaboration via Chatter and Chat
- Supported: IT Best Practices and Smart Practices
|Mobile Application||Apple iOS, Android, Windows Phone, Blackberry|
|Supported Languages||English, French, German, Japanese, Portuguese, Spanish|
- Track services
- Track tickets
- Keep client information easy to search
- It can be a bit slow
- The searches can require complex code to get the exact data you need
- Sometimes the searching can feel incomplete
Given the diversity of the group in terms of business verticals, Remedyforce gives us the flexibility to offer IT services based on the business and user base. This helps us with offering a simplified user journey while logging incidents or raising service requests.
- Restrict catalogue items based on the business unit.
- Helps us display only those services or applications used by a particular business unit, instead of a huge list of services used across the group.
- Ability to approve or reject a service request or change request via email.
- Given that a large number of our user base is mobile, this feature helps the business make quick decisions on IT requirements.
- Search option in the catalogue.
- Cost aggregation in service catalogue for bundled catalogue items
- Search option in Incident module for the ease of logging incidents when multiple services are in use
- Option for the end user to reopen incidents or requests
- The reporting built into Remedyforce is amazing. It allows our organization to be much more proactive than we were before.
- Having so many features integrated works tremendously well. This allows our clients to only have to look to one system for most of their needs.
- The community effort and focus on customer success is unparalleled. You can tell BMC wants your organization to succeed in every way possible. They give you multiple tools and work with you in so many different way to help you get there.
- The user interface is a little dated and could really use a new coat of paint. Many users are reluctant to give it a chance based on it's appearance.
- Attaching documents and emails to an incident makes it easier to provide details without cluttering up the notes section with information that will confuse some readers.
- The release management features allows the various IT roles to quickly understand what has been approved for a specific release as well as any fixes that were pulled.
- The dashboards that allow users to focus on just the items in a specific or group of teams helps keep the teams on track. The various visual tools and reports allow for easily checking a single user, small teams, or large groups progress.
- The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.
- 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.
- Admins should be able to add custom fields to the update button form in the Remedyforce Console.
- Fulfillment filters should include the ability to look at the logged in user's details.
- The ability to link Incidents to other Incidents could be helpful.
- Add price as an optional field to add to the CI editor in the CMDB. All other fields are available which are necessary except for price.
- Automatic Ticket Routing and Escalation Routing Processes. This eliminates a lot of the guess work of who supports what. With changes to organizational structure and team names, the automated workflows will allow tickets to still get routed to the correct group of individuals via self service requests.
- Linking multiple incidents for the same issue to one problem. Helps manage outages and follow ups.
- BMC is very open to product recommendations for future releases. It evaluates new features and ideas from its customers and forum users regularly and really drives better functionality with each release.
- Improve email capabilities with rich HTML formatting and template modifications.
- Simplify the administrator menus for supporting the product. Navigating through this area can be frustrating to get the hang of.
- Implementation is very fast. We were up and running in 12 weeks, able to leverage out of box functionality and do a small amount of customizations to meet our needs.
- Great at automating manual workflows, for new hire onboarding, tracking all information in a single service request while having tasks go to a variety of teams across the enterprise.
- SaaS releases come regularly with new features, and little overhead required on our end to implement or upgrade.
- 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.
- Built on the Force.com platform is a super great asset when it comes to a solid foundation and for great reporting capabilities.
- Built around the ITIL best practice framework brings structure and consistency to our IT departments.
- Easily customizable should you require custom fields/workflows/rules etc.
- Quarterly updates allows BMC to stay ahead of customer's needs and allows the tool to remain 'a well oiled machine'!
- Although I may have seen some minor areas for improvements in the past, I can't say I see many, if any, today. But, if anything, I wouldn't want to see this tool become too 'busy' with too many features brought forward from their customers. I hope BMC can stay true to their ITIL product and keep the balance between 'bells and whistles' and functionality.
- Are you planning to customize the product a great deal, a little or keep it out of the box (OOB)?
- How big is the implementation?
- How fast do you need it to be up and running based on the implementation size?
- Remedyforce does an excellent job with providing out of the box functionality that can be tweaked with minimal effort to align with your business needs.
- Having the ability to create custom views for different departments helps minimize confusion when implementing the product across multiple verticals.
- Customer portal is an excellent way to provide visibility to external clients and reduces the amount of time spent providing status updates.
- Initial configuration can be a little difficult for some.
- Lengthy installation process and post-installation items. In order to provide full functionality you'll need to dedicate a large amount of time to configuration.
- Migration of items from a Sandbox to Production can be extremely difficult because of hard-coded ideas in stored value fields on the fulfillment input object.
- The incident management object is very nice. It comes with some standard functions that help you get started. But the best part is it lets us customize how our business has chosen to work.
- Change management can be a nightmare that no one wants to deal with. But BMC offers a solid solution here. We have created workflow, and rules that prevent certain actions and the ability to track ownership as well as risks and risk management.
- The suite comes with some standard functions. I also develop in the Force.com platform. Since this utilizes Force.com it has opened up a great deal of opportunities for customization. We can and have created links and automated some functions that make business process more streamlined and easier for the client users not just for and staff users.
- For us, since it is an add on application to our Salesforce.com instance; our biggest complaint is BMC allows companies the option to forgo or suspend enhancements. This can cause several issues. So when new functionality or a change in structure occurs that could impact the business either positively or negatively, BMC does not enforce the upgrade. Keeping in sync with the Force.com upgrades should not be optional.
- Task management for incidents and change requests is a nice feature that keeps administrators organized and allows them to manage their workload effectively.
- Overall the tool provides transparency among ITS staff so that the risk of duplicating work or creating design approaches that conflict with another are minimized.
- The self-service portal is a nice feature that can be customized to meet an organization's specific needs. This is helpful to end users to try to troubleshoot their own issues on their own time.
- As an administrator of the product, Remedyforce could improve on providing training specific for administrators and product owners of the tool. Specifically, an introductory training of the entity relationships within the application would have been very helpful when I first started using the tool.
- As a programmer,, I found the REST API implementation the best I've seen. It's given me fine-grain field level control over records while maintaining schema meta-data server side versus classic SOAP implementations.
- I'm impressed with the Schema tool and the Developer Console ... both tools have proven to help diagnose/debug issues and in some cases reverse engineer the schema.
- The uptime of the product from a SAAS perspective has been good .. the ability to have a staging preliminary instance to test with that doesn't effect production has proven very helpful for testing new ideas/designs.
- A primary feature of Remedy that our support teams used frequently was a block closure .. where many incidents could be closed at once and the cost of incident closure could be amortized over 10's or 100's of incidents. The feature is missing from RemedyForce and desperately needed.
- There are many "out of the box" triggers that don't appear to be configurable .. that might be an access issue .. however I find that I have to spend time finding ways around the default actions of the product to get it to do what I want.