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BMC Helix Remedyforce

BMC Helix Remedyforce

Overview

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

3 Years of Remedyforc-ing!

10 out of 10
May 15, 2015
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 …
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Awards

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)
    9.0
    90%
  • Service restoration (7)
    9.0
    90%
  • ITSM collaboration and documentation (7)
    8.0
    80%
  • ITSM reports and dashboards (7)
    8.0
    80%
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Pricing

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BMC Helix Remedyforce

$67.90

Cloud
per user/per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttp://www.bmc.com/forms/ESM_ContactMe_…

Offerings

  • 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

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9
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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Comparisons

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Reviews and Ratings

(56)

Attribute Ratings

Reviews

(1-1 of 1)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
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 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.
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.
  • Customer service has greatly increased. Since we now have the ability to allow client users to create their own incidents. The number of employees needed to staff the help desk was reduced by 1/3. We were then able to add those dollars saved into increased functionality.
It has been a great relationship. We meet monthly with our success manager and work through current issues and try to plan ahead with future releases so as to avoid any roadblocks.
  • Implemented in-house
No
Change management was a big part of the implementation and was well-handled
If you are going to make a change to the sandbox, make sure everyone that plays there has a seat at the table.
  • Time. It took longer than originally estimated
  • A dedicated project manager was required.
  • The support from BMC could have had more suggestions not just how to.
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.
They care about your success.
No
We had a period of time were support was lacking and they were not cooperative to our needs. I visited their booth at the DreamForce event in San Francisco. When actually speaking to someone face to face, they realized they had dropped the ball. Immediately a director and vp began sending emails to our account rep and support rep in our region so that we could work out the issues. Fantastic response and within a week after we began scheduling bi-weekly meetings to discuss areas of improvement. This has proven invaluable. I hope this sort of vest cooperation continues. It was refreshing to see a company act that quickly to resolve a customer support issue. Great job BMC!
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