TrustRadius
BMC RemedyForce the IT partner your Salesforce org should have.
https://www.trustradius.com/it-service-management-itsmBMC Helix RemedyforceUnspecified7.145101
Phil Medina profile photo
July 19, 2014

BMC RemedyForce the IT partner your Salesforce org should have.

Score 7 out of 101
Vetted Review
Verified User
Review Source

Software Version
20.13.02.015.069
Modules Used
Incidents, Change Requests, Change Assesments

Overall Satisfaction with BMC Remedy IT Service Management Suite

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.
It has been a great relationship. We meet monthly with our success manager and work through current issues and try to plan ahead with future releases so as to avoid any roadblocks.
What is license structure? Recently a change was introduced that allowed client users to approve change assessments. This was great, this meant we no longer had give a staff license to someone that only approves changes once or twice a year.

BMC Remedy IT Service Management Suite Implementation

Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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.

BMC Remedy IT Service Management Suite Support

They care about your success.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
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!