BMC Helix Remedyforce vs. Symantec Asset Management Suite

[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

It helps me track my inventories; it helps me manage assets, and it helps me in hardware and software audit. It helps in software licensing cost too. It gives a complete picture of entire IT asset of the organization including location & status. Helps me ensure compliance. Helps me find license gaps, under utilization etc.

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.

• Reporting. The reporting tool can allow down to a granular level. This is important for pinpointing the issues that arise in the infrastructure.
• Updating. It was easy to update the software. I never had any issues with patches that arose.

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.

• Technical documentation may be lacking at times but support will usually make up for it.
• Training and certification is very limited.
• Sometimes a tough sell after a rocky reputation in the past.

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

They care about your success.

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

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.

TeamViewer does not have the ability to perform all the functions that Symantec Asset Management Suite can perform. TeamViewer is a good product, but I would only suggest that smaller organizations utilize it until they expand on their features a little more. The only negative thing I can say in regards to getting the Symantec Asset Management Suite over TeamViewer is that it's way more expensive than TeamViewer, but you'll get way more product for your money. So if a large organization chooses to invest in the Symantec Asset Manage Suite they'll spend more money, but the value they will receive in return from using the software will definitely boost productivity. When productivity goes up, an organization's ROI also goes up and that's the type of results you want to see when you invest in products for your organization.

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.

• Much faster time finding out what equipment belongs to who, especially if this info is needed and the person is unavailable.
• Better "Customer Service" (Tech to end user)

Incentivized