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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 …
Continue reading
Read all reviews

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 8.1

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

Screenshot of Screenshot of

BMC Helix Remedyforce Videos

See Remedyforce in action

Watch Personalize your Remedyforce Demo

BMC Helix Remedyforce Integrations

BMC Helix Remedyforce Competitors

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 LANDESK Service Desk (discontinued) 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 and Ratings

(56)

Attribute Ratings

Reviews

(1-12 of 12)
Companies can't remove reviews or game the system. Here's why
March 08, 2021

RemedyForce is very good if you use it's features

Evan Kent | TrustRadius Reviewer
Evan Kent
Legal RSC Level 2 Engineer
All Covered (Information Technology & Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
February 11, 2016

Remedyforce All In One Organizational Support

Rich Beliveau | TrustRadius Reviewer
Rich Beliveau
Support Services Technician
Catalina Marketing (Marketing and Advertising, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
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.
February 10, 2016

If you use Salesforce, you need to use Remedyforce

Pauline Mulvey | TrustRadius Reviewer
Pauline Mulvey
VP Enterprise Business Technology
Mitchell International (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
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.
May 15, 2015

3 Years of Remedyforc-ing!

Mike Leveiller | TrustRadius Reviewer
Mike Leveiller
Remedyforce System Analyst-Administrator at Dex Media
Dex Media LLC (Marketing and Advertising, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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?
April 08, 2015

Remedyforce, ticketing for the Cloud

Joseph Bettio | TrustRadius Reviewer
Joseph Bettio
Director of Salesforce Engineering
Selas Technologies, LLC (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 20, 2014

BMC RemedyForce the IT partner your Salesforce org should have.

PM
Phil Medina
Certified System Administrator - Salesforce
VHA (Hospital & Health Care, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
July 11, 2014

RemedyForce review from programmer perspective

Gerald Talton | TrustRadius Reviewer
Gerald Talton
Ventyx Global Monitoring Architect
Mincom (Utilities, 1001-5000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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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