RemedyForce is very good if you use it's features
[BMC Helix Remedyforce] is used to track tickets and services provided to clients as well as inventory. It helps to make searching through …
Starting at $67.90 per user/per month
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What is BMC Helix Remedyforce?
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
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Popular Features
- Organize and prioritize service tickets (7)9.090%
- Service restoration (7)9.090%
- ITSM collaboration and documentation (7)8.080%
- ITSM reports and dashboards (7)8.080%
Pricing
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
Product Demos
BMC Helix Remedyforce Webinar Series: High Charts in Quickviews Winter 19
YouTube
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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
BMC Helix Remedyforce Videos
See Remedyforce in action
BMC Helix Remedyforce Integrations
BMC Helix Remedyforce Competitors
BMC Helix Remedyforce Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry |
| Supported Languages | English, 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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Reviews and Ratings
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Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
April 08, 2015
Remedyforce, ticketing for the Cloud
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.
- 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.
- 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.
As a cloud-based company, having the ability to work remotely is a must. Remedyforce sits on the Salesforce.com Platform and integrates with all of their core Force.com functionality. With Salesforce, you could go with their Service Cloud route, which would require 10x the amount of configuration for Milestones, Entitlements, and Service Contracts configuration. In addition, you would have to pay $1 per customer portal license on top of the Service Cloud fee. While Service Cloud is a powerful platform, if you are looking for a lower-cost alternative, Remedyforce will give it a run for its money.
- Implemented in-house
- Professional services company
Selas Technologies performed the implementation, we provide professional services for Salesforce CRM and the Force.com Platform.
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 Force.com platform. Since this utilizes Force.com 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 Salesforce.com 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 Force.com upgrades should not be optional.
- 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.
- Implemented in-house
No
Change management was a big part of the implementation and was well-handled
If you are going to make a change to the sandbox, make sure everyone that plays there has a seat at the table.
- 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.
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!
July 18, 2014
Remedyforce Review for ITS Help Management
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.
- 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.
- 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
I preferred Remedyforce over Footprints because I liked the UI more and found it just easier to navigate in the SFDC platform.
I preferred JIRA because of the Confluence plugin which made linking issues and change requests to content much more efficient.
I preferred JIRA because of the Confluence plugin which made linking issues and change requests to content much more efficient.
July 11, 2014
RemedyForce review from programmer perspective
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.
- 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.
- 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.
Remedy had proven unstable inside Mincom and the other proprietary solution KBox had proven to be rigid ... so RemedyForce was better at uptime and having global access than our previous solutions.