BMC Helix Remedyforce

BMC Helix Remedyforce

Score 6.3 out of 10
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

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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%

Video Reviews

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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

Remedyforce Overview: High-Speed IT Service Management
01:31
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8Avg 8.1

Change management

Ensuring standardized processes for making changes to IT infrastructure

9Avg 8.3
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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

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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.

ServiceNow IT Service Management, Cherwell Service Management, and Ivanti ITSM Service Desk are common alternatives for BMC Helix Remedyforce.

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

(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 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.
Rich Beliveau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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
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
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 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
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.
Gerald Talton | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
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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