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BMC Helix Remedyforce

Score8.6 out of 10

57 Reviews and Ratings

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What is BMC Helix Remedyforce?

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

Categories & Use Cases

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Key Features

Learn about the best (and worst!) features BMC Helix Remedyforce has to offer, as determined by TrustRadius' reviewers.
Based on 57 ratings of BMC Helix Remedyforce's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8.2

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

Areas for Improvement

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.5

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

Reviews

What users are saying about BMC Helix Remedyforce.
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RemedyForce is very good if you use it's features

Incentivized
Evan KentView profile
Legal RSC Level 2 Engineer in Information Technology at All Covered (501-1000 employees employees)

Pros

  • Track services
  • Track tickets
  • Keep client information easy to search

Cons

  • It can be a bit slow
  • The searches can require complex code to get the exact data you need
  • Sometimes the searching can feel incomplete

Other Software Used

BMC Helix ITSM (Remedy), ServiceNow Customer Service Management, ConnectWise Manage

Candid review of RF!

Harsha KarkhenhalliView profile
Service Design & Delivery Manager in Information Technology at Al-Futtaim (10,001+ employees employees)

Pros

  • 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.

Cons

  • Cost aggregation in service catalogue for bundled catalogue items
  • Search option in Incident module for the ease of logging incidents when multiple services are in use
  • Option for the end user to reopen incidents or requests

Return on Investment

  • Streamlines IT processes through the adoption of Remedyforce task module within service requests and change requests

Alternatives Considered

Service Now

Other Software Used

Workfront

Remedyforce - To force or not to force

Michael StewartView profile
Sr. Application Development Analyst in Information Technology at CROSSMARK (10,001+ employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • 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.

Other Software Used

Salesforce App Cloud, Salesforce.com, Boomi

Remedy for previous poorer ITSMs

Robert RoseView profile
Local Technical Support Provider II in Information Technology at University of Memphis (1001-5000 employees employees)

Pros

  • The reporting built into Remedyforce is amazing. It allows our organization to be much more proactive than we were before.
  • Having so many features integrated works tremendously well. This allows our clients to only have to look to one system for most of their needs.
  • The community effort and focus on customer success is unparalleled. You can tell BMC wants your organization to succeed in every way possible. They give you multiple tools and work with you in so many different way to help you get there.

Cons

  • The user interface is a little dated and could really use a new coat of paint. Many users are reluctant to give it a chance based on it's appearance.

Return on Investment

  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.

Other Software Used

Kayako

May the Remdyforce be with you!

Incentivized
Mary RobertsView profile
Consultant in Information Technology at Avizion Technologies Group (1001-5000 employees employees)

Pros

  • 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.

Cons

  • The biggest issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.

Return on Investment

  • 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.

Other Software Used

CA Agile Central (formerly Rally)

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