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

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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 used to track tickets and services provided to clients as well as inventory. It helps to make searching through previous tickets easier as well as finding what services/software a particular client uses. This is important because all of our clients have unique setups/software requirements. With out software like this, we'd have to "reinvent" the wheel each time we assisted a client.
Harsha Karkhenhalli | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Remedyforce serves as an enterprise ITSM tool that caters to users across multiple geographies spread across the various line of business. Out of the modules available to us, we extensively use the service catalog, incident and change modules. The problem management module and CMDB are in the early stages of adoption within the organization.

Given the diversity of the group in terms of business verticals, Remedyforce gives us the flexibility to offer IT services based on the business and user base. This helps us with offering a simplified user journey while logging incidents or raising service requests.
Robert Rose | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Currently we are using Remedyforce at the University of Memphis to handle of of our incidents and service requests for information technology. Additionally, we are using the knowledge base and chat as well as the CMDB. One of the problems Remedyforce has resolved is having a knowledge base integrated within our incident and service request system. This allows for both IT staff and end users to look for and find answers before creating an incident.
Score 8 out of 10
Vetted Review
Verified User
Remedyforce is used across the whole organization to report and track system problems. It is also used for realease management activities. All service requests (laptops, data changes, system access and such) are tracked from RemedyForce. This allows management and staff to see how well the teams are hitting the published service level agreements. The system is also great for tracking discussion and research notes for tough problems.
Michael Stewart | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is used heavily in my current organization. We use the modules of Change Management, Incident Management, and Problem Management on a daily basis. For Incident Management, we use mostly Service Requests where we are able to better direct the end user and get better data/information. For Change Management, we have weekly meetings to discuss which changes are going out, if they will be impactful, the order of execution for the teams. We were able also to take manual spreadsheets and convert them to automated processes within Remedyforce where we are able to capture the information and get it to the right set of eyes. Great product if you are looking to use all of its features, comparable if you are only looking to use incident management.
Rich Beliveau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is currently being used by our organization in the U.S. and is expanding internationally rapidly. We are using Remedyforce Self Service as a landing page for our service desk. The majority of all requests are now routed directly through self service as opposed to email requests a year ago. This has improved response time for initial customer support response. Through the use of Request Definitions, Workflows and Templates we can now direct tickets to the correct support queues and trigger automated email approval processes where needed. We are now using the knowledge articles functionality to house all FAQs, known errors, and other support documentation to better assist customers and support staff.
Pauline Mulvey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Remedyforce is used by our service desk, ops support teams, enterprise business support teams, HR, finance, legal and facilities. We are using it for incidents, service requests, problem management, and some configuration management database (CMDB). It has allowed us to have a central service request portal for internal staff to use to request services. We are also working to leverage it deeper across our IT organization.
Mike Leveiller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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 business as well. Remedyforce continues to flourish with new and innovative functionality brought forward by its customers from their message boards and community posts. After reviewing other similar products, I am very happy to have RemedyForce in our organization. It has made my job a lot easier and has allowed me to focus my efforts on other more important tasks.
Joseph Bettio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Remedyforce 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.
Score 7 out of 10
Vetted Review
Verified User
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.
Amy Gibbens | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Remedyforce 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.
Gerald Talton | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Remedyforce 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.
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