BMC Remedyforce Reviews

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Real User
Technology Process Analyst at a tech vendor with 201-500 employees
Dec 12 2017

What is most valuable?

There are many advantages that we have found with Remedyforce, one of which is the record linking functionality. This allows us to look back at (for example) a previous release of our software to view everything that happened during that... more»

How has it helped my organization?

Prior to Remedyforce, our company did not have a software package to manage all items related to issues and changes happening in our production environments. Along with a new Change Management Policy, Remedyforce quickly became our go-to for... more»

What needs improvement?

In the background, there are limitations with what the automation can/cannot do (i.e., flows will error after looping through a 100 records). With a complex system that contains sometimes 100s of linking records, this causes issues with... more»
Real User
RemedyForce Administrator at a retailer
Dec 12 2017

What do you think of BMC Remedyforce?

Primary Use Case Remedyforce is our company's incident, change, problem, and release management platform.  • Improvements to My Organization Remedyforce has greatly improved our company's ability to accurately track and create new records. Incidents can be opened in the console, through email, and from the Self Service Portal.  • Valuable Features The console offers a clean UI for managing records and maintaining a history for each record. We find our staff is able to quickly jump into Remedyforce and understand the tool with minimal training.  • Room for Improvement The tool is not missing any major features. A customer could benefit from additional Service Portal development. • Use of Solution Three to five years. • Stability Issues No issues. Uptime is very...
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User
User at a construction company with 1,001-5,000 employees
Jan 16 2018

What do you think of BMC Remedyforce?

Primary Use Case Incident Management Request fulfilment Problem Management • Improvements to My Organization Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily. • Valuable Features Remedyforce offers good reporting capabilities. Getting the right information is the key to understanding and improvements. • Room for Improvement Improve the out-of-the-box ITIL compliance, which would be great for new customers. More flexible ways to change the existing configuration would benefit existing customers. • Use of Solution Three to five years. • Scalability Issues As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet. • Previous...
User
Consultant at a tech services company with 501-1,000 employees
Jun 10 2018

What do you think of BMC Remedyforce?

Primary Use Case We are using BMC Remedyforce for IT, as well as for the HR service desk of our company for the last two years, effectively. • Improvements to My Organization ITIL best practices and smart practices are efficient in calculating the performance of services provided.  • Valuable Features Incident management Change management Service request management CMDB Configuration management Dashboards Analytics Chat • Room for Improvement There should be filtered criteria, like workflow rules, in service request conditions. There should be some tool to move SRD and SLA from the sandbox to production. • Use of Solution One to three years.

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What is BMC Remedyforce?

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

  • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
  • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
  • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
  • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
  • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


Also known as
Remedyforce
BMC Remedyforce customers

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

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