BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management., ticketing for the CloudRemedyforce 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.,8,Increased employee efficiency is a definite advantage of Remedyforce. Prior to the configuration, all tracking was done via email, this resulted in lost communications with companies and provided no visibility. Customer service has increased significantly, without the aid of Remedyforce, clients did not feel they were receiving the attention they deserved. With visibility provided form Remedyforce we are now able to provide clients with an up to date analysis of how many incidents we have closed versus what is still open. In addition to providing client visibility, internal visibility is an added benefit. With minor configuration, the reports can be modified to show the work performed. For the month of June we were able to invoice clients a total of 7k in billable revenue that may have been missed prior to the adoption of Remedyforce.,,10,Implemented in-house Professional services companyBMC RemedyForce the IT partner your Salesforce org should have.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.,7,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.,9,Implemented in-house,No,Change management was a big part of the implementation and was well-handled,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.,7,8,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!Remedyforce Review for ITS Help ManagementRemedyforce 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.,5,The tool did provide better customer service since it ensured that tasks were visible, not lost and were closed in a reasonable time frame.,Atlassian JIRA,BMC FootPrints,5RemedyForce review from programmer perspectiveRemedyforce 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.,6,I think the positive impact is that it has forced our global business to consolidate on one ticketing solution. The two major development/management sites are Atlanta and Brisbane, Australia and by standardizing the monitoring integration with the back end being RemedyForce we have like cut down on the overall cost of maintaining duplicate in-house ticketing solutions.,,6Unspecified
BMC Helix Remedyforce
46 Ratings
Score 7.2 out of 101
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BMC Helix Remedyforce Reviews

BMC Helix Remedyforce
46 Ratings
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Score 7.2 out of 101

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Score 8 out of 10
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The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself.
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Feature Scorecard Summary

Organize and prioritize service tickets (6)
Expert directory (4)
Service restoration (6)
Self-service tools (5)
Subscription-based notifications (6)
ITSM collaboration and documentation (6)
ITSM reports and dashboards (6)
Configuration mangement (6)
Asset management dashboard (4)
Policy and contract enforcement (3)
Change requests repository (6)
Change calendar (6)
Service-level management (6)

About BMC Helix Remedyforce

BMC Helix Remedyforce is built on the Salesforce App Cloud and is designed to deliver high-speed IT and business service management. The product's value proposition is to enable IT to provide faster IT service management & help desk support at a lower cost. Additionally, by leveraging ITSM tools and best practices, Remedyforce aims to deliver a modern, consumer experience that empowers IT to become a center for business innovation.

According to the vendor, some key benefits of using Remedyforce include:

  • ROI in 45 days or less
  • Social, Mobile, Modern
  • Easy to implement in just 5 days

BMC Helix Remedyforce Features

Has featureSalesforce1 Mobile Capabilities
Has featureService Request and Service Catalog
Has featureSelf-Service Portal
Has featureSocial Collaboration through ChatterĀ®
Has featureKnowledge management
Has featureConfiguration management
Has featureIncident and Problem management
Has featureChange and Release management
Has featureReporting, Analytics, and Service Level management
Has featureITIL-based Best Practices
Has featureAsset and Client Management
Has featureSurvey

BMC Helix Remedyforce Screenshots

BMC Helix Remedyforce Integrations

BMC Helix Remedyforce Competitors

ServiceNow, Cherwell Service Management, Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)


Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional
EditionPricing DetailsTerms
Pricing60.00per user, per month

BMC Helix Remedyforce Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

BMC Helix Remedyforce Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry
Supported Languages: English, French, German, Japanese, Portuguese, Spanish