3 Years of Remedyforc-ing!
Mike Leveiller | TrustRadius Reviewer
May 15, 2015

3 Years of Remedyforc-ing!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Winter15

Modules Used

  • all modules except Release are currently being used

Overall Satisfaction with Remedyforce

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.
  • Built on the Force.com platform is a super great asset when it comes to a solid foundation and for great reporting capabilities.
  • Built around the ITIL best practice framework brings structure and consistency to our IT departments.
  • Easily customizable should you require custom fields/workflows/rules etc.
  • Quarterly updates allows BMC to stay ahead of customer's needs and allows the tool to remain 'a well oiled machine'!
  • Although I may have seen some minor areas for improvements in the past, I can't say I see many, if any, today. But, if anything, I wouldn't want to see this tool become too 'busy' with too many features brought forward from their customers. I hope BMC can stay true to their ITIL product and keep the balance between 'bells and whistles' and functionality.
  • 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
We chose Remedyforce primarily because of what it had to offer (even in its infant stage) and because it was leveraging a platform that we were very familiar with (Salesforce). We had evaluated similar products AFTER the purchase and it made us realize that we definitely made a wise decision.
In the past 3 years, I have seen several other ITSM tools and they do not come close to what BMC have created with RemedyForce.
Key questions to ask before purchase:

  • Are you planning to customize the product a great deal, a little or keep it out of the box (OOB)?
  • How big is the implementation?
  • How fast do you need it to be up and running based on the implementation size?