BMC Helix Remedyforce vs. LogMeIn Resolve

[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.

Incentivized

I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.

Incentivized

• Restrict catalogue items based on the business unit.
• Helps us display only those services or applications used by a particular business unit, instead of a huge list of services used across the group.
• Ability to approve or reject a service request or change request via email.
• Given that a large number of our user base is mobile, this feature helps the business make quick decisions on IT requirements.
• Search option in the catalogue.

• The summary of the pending tickets and how long are they due.
• Graphical representation of the tickets section wise.
• Performance review at glance of the action owners.
• Excel export of the report.
• It helps in planning and utilizing the resources.
• The notification of the update via email.

Incentivized

• The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
• Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
• Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.

• It would be nice to have a one-click launch capability. There are times when walking through a user who isn't experienced that they have a hard time launching the program.
• A batch file that launches a network connection and the program at the same time.

Incentivized

The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself

Incentivized

To us, it just works. and it is what our users are comfortable with. It covers all the remote issues that we as an IT department encounter. We have grown to like it and we also have grown to like the Citrix product family. We really can't find anything that would keep us from renewing.

From a receiving perspective, this software has been really easy to use. There is also the capability to have mobile device management so this is applicable to a variety of platforms and devices that may need troubleshooting. The reason I am not rating it a full 10 points is because I notice the lag time for the mouse is a little delayed on a consistent basis.

Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.

If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

They care about your success.

Incentivized

The software runs well overall once installed. It is easy to use and very intuitive from both the technician standpoint and the customer standpoint. There are not a lot of problems or issues with the software, and it doesn't have a big effect on system resources once installed, or when running. It would not be a 10 since the cost of the licensing is one drawback

Incentivized

we did not have in person training

Incentivized

n/a - wasnt in attendance

Incentivized

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.

Incentivized

GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.

Incentivized

I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.

At the time that we tested and selected a remote access tool, GoTo was superior to the other options tested. Then came the issues with ctrl+key and shift+key combos which detracted from all of the things that made GoTo the best option. Until these are fixed GoTo will remain inferior in functionality compared to other options where these items work the same as they do in Windows.

Incentivized

The system was implemented quite quickly and easily.

Incentivized

• 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.

• LogMeIn Resolve has increased productivity for our support teams with the addition of camera share. Not only are we able to remote into workstations, but with camera share we can utilize end user and customer phones to visually see physical setups to troubleshoot some situations on the fly.
• Unattended support now requires the agent to enter in a signature key as an extra layer of security before accessing a device, which further improves the safety of all devices registered for unattended.

Incentivized