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

(1-11 of 11)
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Robert Rose | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
Rich Beliveau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Higher quality metrics of user, team, and department performance.
  • Faster response times for escalation management.
  • Proactively aided us in identifying issues with products. We were able to reach out to the client to acknowledge known issues and keep them better informed.
Pauline Mulvey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Faster onboarding for new employees - we have gone from a 4 week turn to a 1.5 week turn for setup and prep for a new hire.
  • Better visibility into time and number of requests to various teams. Since now everything is being tracked in a single place, very easy to get this info for staffing and automation of some of the more repetitive jobs.
  • Since we can tie incidents to cases, the gap between our development group and our front line customer service techs has gone away. Both have visibility into the others work. Better information is provided to the customer.
Mike Leveiller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • First Call Resolution has gone up a great deal
  • The ability to integrate with several types of systems can drastically reduce manual labor when it comes to standard day to day tasks
  • The ability to consolidate several similar types of applications/systems to one system, has decreased license costs, storage, maintenance etc
Joseph Bettio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Gerald Talton | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
  • 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.
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