BMC Helix Remedyforce Reviews and Ratings

Use Cases and Deployment Scope

[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.

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Key questions to ask before purchase:

<ul><li>Are you planning to customize the product a great deal, a little or keep it out of the box (OOB)?</li><li>How big is the implementation?</li><li>How fast do you need it to be up and running based on the implementation size?

</li></ul>

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

I think it's an effective tool for larger organizations but may be a bit too complex for small teams.