May the Remdyforce be with you!
Mary Roberts | TrustRadius Reviewer
February 22, 2016

May the Remdyforce be with you!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Remedyforce

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 changes, system access and such) are tracked from RemedyForce. This allows management and staff to see how well the teams are hitting the published service level agreements. The system is also great for tracking discussion and research notes for tough problems.
  • 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.
  • The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.
  • The positive impact for the client was that all departments use the tool which enabled several service areas to automate processes and notifications, which increased productivity.
RemedyForce is much easier to use, allows for more content collection and better organizational communications.
Organizations with prior Remedy usage seem to adapt well to RemedyForce. As with any IT tool, getting users to use the communication features that are part of the package, is the biggest hurdle.

BMC Helix Remedyforce Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
Not Rated
Change requests repository
10
Change calendar
10
Service-level management
10