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BMC Helix Remedyforce

BMC Helix Remedyforce


What is BMC Helix Remedyforce?

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

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Recent Reviews
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Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • 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


per user/per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visit…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

BMC Helix Remedyforce Webinar Series: High Charts in Quickviews Winter 19

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Incident and problem management

Streamlining ticketing and service restoration processes

Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

Avg 8.4
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Product Details

What is BMC Helix Remedyforce?

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

BMC Helix Remedyforce Features

Incident and problem management Features

  • 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

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Asset management dashboard

Change management Features

  • Supported: Change requests repository
  • Supported: Change calendar
  • Supported: Service-level management

Additional Features

  • 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

BMC Helix Remedyforce Screenshots

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BMC Helix Remedyforce Videos

See Remedyforce in action

Watch Personalize your Remedyforce Demo

BMC Helix Remedyforce Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry
Supported LanguagesEnglish, French, German, Japanese, Portuguese, Spanish

BMC Helix Remedyforce Downloadables

Frequently Asked Questions

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

Reviewers rate Organize and prioritize service tickets and Service restoration and Configuration mangement highest, with a score of 9.

The most common users of BMC Helix Remedyforce are from Enterprises (1,001+ employees).
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Reviews and Ratings


Attribute Ratings


(1-12 of 12)
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Evan Kent | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
[BMC Helix Remedyforce] is used to track tickets and services provided to clients as well as inventory. It helps to make searching through previous tickets easier as well as finding what services/software a particular client uses. This is important because all of our clients have unique setups/software requirements. With out software like this, we'd have to "reinvent" the wheel each time we assisted a client.
  • 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
[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.
Harsha Karkhenhalli | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Remedyforce serves as an enterprise ITSM tool that caters to users across multiple geographies spread across the various line of business. Out of the modules available to us, we extensively use the service catalog, incident and change modules. The problem management module and CMDB are in the early stages of adoption within the organization.

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
Robert Rose | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Currently we are using Remedyforce at the University of Memphis to handle of of our incidents and service requests for information technology. Additionally, we are using the knowledge base and chat as well as the CMDB. One of the problems Remedyforce has resolved is having a knowledge base integrated within our incident and service request system. This allows for both IT staff and end users to look for and find answers before creating an incident.
  • 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.
Remedyforce does a great job at recording incidents and giving you the ability to pull reports on anything you'd like. BMC really needs to focus on the look and feel; under the hood it is very powerful.
Score 8 out of 10
Vetted Review
Verified User
Remedyforce is used across the whole organization to report and track system problems. It is also used for realease management activities. All service requests (laptops, data changes, system access and such) are tracked from RemedyForce. This allows management and staff to see how well the teams are hitting the published service level agreements. The system is also great for tracking discussion and research notes for tough problems.
  • 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.
Organizations with prior Remedy usage seem to adapt well to RemedyForce. As with any IT tool, getting users to use the communication features that are part of the package, is the biggest hurdle.
Michael Stewart | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is used heavily in my current organization. We use the modules of Change Management, Incident Management, and Problem Management on a daily basis. For Incident Management, we use mostly Service Requests where we are able to better direct the end user and get better data/information. For Change Management, we have weekly meetings to discuss which changes are going out, if they will be impactful, the order of execution for the teams. We were able also to take manual spreadsheets and convert them to automated processes within Remedyforce where we are able to capture the information and get it to the right set of eyes. Great product if you are looking to use all of its features, comparable if you are only looking to use incident management.
  • 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.
Remedyforce is very well suited when you plan to use the suite of modules including Incidents, Problems, Change, and more. If you are looking to simply have a help desk tool, there may be other options at comparable prices.
Rich Beliveau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is currently being used by our organization in the U.S. and is expanding internationally rapidly. We are using Remedyforce Self Service as a landing page for our service desk. The majority of all requests are now routed directly through self service as opposed to email requests a year ago. This has improved response time for initial customer support response. Through the use of Request Definitions, Workflows and Templates we can now direct tickets to the correct support queues and trigger automated email approval processes where needed. We are now using the knowledge articles functionality to house all FAQs, known errors, and other support documentation to better assist customers and support staff.
  • 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.
This product came with a lot of great functionality right out of the box. It served the needs of a 500+ organization in the U.S. well but required a significant amount of additional time for planning and configuration to properly implement for a global roll out. Much of this time though is not at the fault of BMC, but with planning support strategies and how teams will globally work with one another and share information.
Pauline Mulvey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is used by our service desk, ops support teams, enterprise business support teams, HR, finance, legal and facilities. We are using it for incidents, service requests, problem management, and some configuration management database (CMDB). It has allowed us to have a central service request portal for internal staff to use to request services. We are also working to leverage it deeper across our IT organization.
  • Since it is on the Salesforce platform, your same development team and support team can manage Remedyforce and Salesforce. This makes staffing very flexible and it is a common user interface for employees and management to use.
  • 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.
If you already have Salesforce, it is a no-brainer to go with Remedyforce, so easy and so complementary of one another. It's easy to pass information back and forth from service teams (customer facing) to IT or developer teams - eliminating the black hole between the groups.
Mike Leveiller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Being an early adopter of the Remedyforce product (2012), we have seen this product grow to an amazing tool for, not only IT, but the business as well. Remedyforce continues to flourish with new and innovative functionality brought forward by its customers from their message boards and community posts. After reviewing other similar products, I am very happy to have RemedyForce in our organization. It has made my job a lot easier and has allowed me to focus my efforts on other more important tasks.
  • Built on the 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.
Key questions to ask before purchase:

  • 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?
Joseph Bettio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Remedyforce is presently used within Selas Technologies to help mitigate risk and provide accountability for our clients. Consulting work often proves to be a difficult task, especially in the realm of Salesforce. Remedyforce provides a way to track new requests and issues relating to our clients and gives upper management an idea of where problem areas are. This is currently being used to track everything from billing requests to feature requests or high priority incidents.
  • 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.
Remedyforce is well suited for small IT companies who are just building out processes. I have personally implemented Remedyforce with my previous company, Catalina Marketing, which required integration with several external systems; this project took approximately 6 months to complete for just Phase 1. If your company has a difficult IT process, it would be easier to modify and adapt a new process rather than implementing your own process into the application.
Score 7 out of 10
Vetted Review
Verified User
BMC RemedyForce is being used as an IT service request management tool. The entire company is plugged in. We use for small things such as "Why does my internet act up?" or "I have a change to a production system that needs to be implemented". The tool is great. It offers us the flexibility to create our own workflow and approval processes as well as notifications.
  • 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 platform. Since this utilizes 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 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 upgrades should not be optional.
What is license structure? Recently a change was introduced that allowed client users to approve change assessments. This was great, this meant we no longer had give a staff license to someone that only approves changes once or twice a year.
Amy Gibbens | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Remedyforce was used for managed ITS incidents and help tickets relating to a series of systems. The whole organization was not utilizing the product. The technology services group used a different product. It mainly was used to address issues with cloud systems. This included user issues, new feature requests and some larger scale projects.
  • 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.
I think it's an effective tool for larger organizations but may be a bit too complex for small teams.
Gerald Talton | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Remedyforce is being used to outsource our helpdesk maintenance and attempt to get use more ITIL compliant in our processes. It is being used across the organization not only for our managed accounts but also or general IT support. The biggest problem it has addressed is that it has gotten us out of supporting a ticketing solution and overly customizing one also.
  • 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.
Perhaps for a pure help desk ticketing system this will work perfectly. However, when connecting a monitoring system to the ticketing system happens, to some degree the requirements of the product changes. Ideally monitoring systems wouldn't "spew" tons of tickets but only what's needed. However the reality is that monitoring systems require constant tuning to achieve this ideal and many man hours of time. When that time and effort isn't spent on the monitoring system, "spew" is what happens and what is really needed here in RemedyForce is missing - block or multi-incident closure workflow.
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