Remedyforce - To force or not to force
February 12, 2016

Remedyforce - To force or not to force

Michael Stewart | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Remedyforce

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.
  • 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.
  • 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.
  • A decrease in the amount of time a ticket is worked on.
  • More involvement and collaboration around things which could be better in Remedyforce.
  • Ease of use in the system allows any user young or old to be able to create tickets.
Remedyforce is very well suited when you plan to use the suite of modules including Incidents, Problems, Change, and more. If you are looking to simply have a help desk tool, there may be other options at comparable prices.

BMC Helix Remedyforce Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management