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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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Learn from top reviewers

RemedyForce is very good if you use it's features

Rating: 9 out of 10
March 8, 2021
IncentivizedVetted ReviewVerified 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 f...
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Evan Kent
Team Lead - Information Technology
Legal RSC Level 2 Engineer
All Covered
BMC Helix Remedyforce2 years of experience

Candid review of RF!

Rating: 6 out of 10
June 28, 2017
Vetted ReviewVerified 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, ...
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Harsha Karkhenhalli
Manager - Information Technology
Service Design & Delivery Manager
Al-Futtaim
BMC Helix Remedyforce3 years of experience

Remedy for previous poorer ITSMs

Rating: 8 out of 10
March 23, 2016
Vetted ReviewVerified 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 k...
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Robert Rose
Administrator - Information Technology
Local Technical Support Provider II
University of Memphis
BMC Helix Remedyforce1 year of experience

May the Remdyforce be with you!

Rating: 8 out of 10
February 22, 2016
IncentivizedVetted ReviewVerified 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 ...
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Mary Roberts
Consultant - Information Technology
Consultant
Avizion Technologies Group
BMC Helix Remedyforce5 years of experience

Remedyforce - To force or not to force

Rating: 9 out of 10
February 12, 2016
Vetted ReviewVerified 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 Man...
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Michael Stewart
Technician - Information Technology
Sr. Application Development Analyst
CROSSMARK
BMC Helix Remedyforce2 years of experience
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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

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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 8.2

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

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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 (discontinued), 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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 12)

RemedyForce is very good if you use it's features

Rating: 9 out of 10
Incentivized
March 08, 2021
EK
Evan Kent
Legal RSC Level 2 Engineer
All Covered (Information Technology & Services, 501-1000 employees)
Vetted Review
Verified User
BMC Helix Remedyforce
2 years of experience
View profile
Pros
  • Track services
  • Track tickets
  • Keep client information easy to search
Cons
  • It can be a bit slow
  • The searches can require complex code to get the exact data you need
  • Sometimes the searching can feel incomplete

Candid review of RF!

Rating: 6 out of 10
June 28, 2017
Pros
  • Restrict catalogue items based on the business unit.
  • Helps us display only those services or applications used by a particular business unit, instead of a huge list of services used across the group.
  • Ability to approve or reject a service request or change request via email.
  • Given that a large number of our user base is mobile, this feature helps the business make quick decisions on IT requirements.
  • Search option in the catalogue.
Cons
  • Cost aggregation in service catalogue for bundled catalogue items
  • Search option in Incident module for the ease of logging incidents when multiple services are in use
  • Option for the end user to reopen incidents or requests

Remedyforce - To force or not to force

Rating: 9 out of 10
February 12, 2016
MS
Michael Stewart
Sr. Application Development Analyst
CROSSMARK (Consumer Goods, 10,001+ employees)
Vetted Review
Verified User
BMC Helix Remedyforce
2 years of experience
View profile
Pros
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Cons
  • Admins should be able to add custom fields to the update button form in the Remedyforce Console.
  • Fulfillment filters should include the ability to look at the logged in user's details.
  • The ability to link Incidents to other Incidents could be helpful.
  • Add price as an optional field to add to the CI editor in the CMDB. All other fields are available which are necessary except for price.

Remedy for previous poorer ITSMs

Rating: 8 out of 10
March 23, 2016
RR
Robert Rose
Local Technical Support Provider II
University of Memphis (Higher Education, 1001-5000 employees)
Vetted Review
Verified User
BMC Helix Remedyforce
1 year of experience
View profile
Pros
  • The reporting built into Remedyforce is amazing. It allows our organization to be much more proactive than we were before.
  • Having so many features integrated works tremendously well. This allows our clients to only have to look to one system for most of their needs.
  • The community effort and focus on customer success is unparalleled. You can tell BMC wants your organization to succeed in every way possible. They give you multiple tools and work with you in so many different way to help you get there.
Cons
  • The user interface is a little dated and could really use a new coat of paint. Many users are reluctant to give it a chance based on it's appearance.

May the Remdyforce be with you!

Rating: 8 out of 10
Incentivized
February 22, 2016
MR
Mary Roberts
Consultant
Avizion Technologies Group (Marketing and Advertising, 1001-5000 employees)
Vetted Review
Verified User
BMC Helix Remedyforce
5 years of experience
View profile
Pros
  • Attaching documents and emails to an incident makes it easier to provide details without cluttering up the notes section with information that will confuse some readers.
  • The release management features allows the various IT roles to quickly understand what has been approved for a specific release as well as any fixes that were pulled.
  • The dashboards that allow users to focus on just the items in a specific or group of teams helps keep the teams on track. The various visual tools and reports allow for easily checking a single user, small teams, or large groups progress.
Cons
  • The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.
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