BMC Remedyforce Other Advice

Abdullah_Smadi
Business Unit Manager at Magnoos Information Systems
On the cloud, BMC is a leader. Even now they are introducing AI as part of their platform. Any platform that you have in the cloud with them, you'll have IBM Watson built-in with it. The chatbot used in Remedyforce is AI-based using IBM Watson. If someone is considering Remedyforce they need to ask the right questions of themselves. Very simple, straightforward questions. How many servers do you have? How many support staff you have? How many custom processes do you have? Or are you a green field where you have not begun to build anything? These things will help to define the correct solution. If this is not fit for you do to the answers you give and the discovery of the product. My recommendation might be to go to Helix Remedy. It depends if that will help you have success with your needs for the solution. Helix Remedy is great for large enterprises. The product has many complex solutions. However, it is also not right for everyone. Let me tell you about one of our customers, Dubai Financial Markets. The Dubai Financial Market has millions there. The number of support staff is small. You would be surprised. The number of end-users is only 200, the number for the support staff around 30. But in this case, Remedyforce will fail there. They have Helix Remedy because they have very complicated processes. For example, Remedyforce does not have something called the process designer. Helix Remedy has an engine called the process designer to build any kind of custom IP process. It was a small staff, but they needed more advanced solutions. If you want more help in making decisions you can go to BMC blogs and forums and discover more about products. This can also help you to identify features you may not know exist that would be useful. On a scale from one to ten where one is the worst and ten is the best, I think BMC Remedyforce is an eight. Every software has limitations. If you ask me about Helix Remedy, I will tell you a nine, there's nothing like ten, nothing. View full review »
reviewer1295004
Manager at a manufacturing company with 10,001+ employees
We have around 500 people in our company and at least half of them will come in contact with this software daily. I don't think too many people are very familiar with it, however, because it has to be updated continually to accommodate some new functions. I'd advise other companies that the product is very powerful, and if they want to keep their old servers, they should be careful. It's a big software system and it's not very open. They won't be able to find too much information about it on the internet and will have to rely on BMC directly quite a bit. The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements. I'd rate the solution eight out of ten. View full review »
reviewer1068561
Business analyst / Consultant at a consultancy with 1,001-5,000 employees
I don't really know what deployment model is used within the organization as I'm not an employee of the company that uses BMC. I work there as a consultant. I don't really know the details about the architecture. I would advise other companies to take the time to make sure this product is really going to help them. Otherwise, they might be stuck with it and it isn't going to work well. I'd rate the solution six out of ten. View full review »
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Adnan Naseem
Jr Software Consultant at a tech services company with 201-500 employees
I'd warn others that when it comes to implementing Remedyforce, they should be aware there may be fees involved. I'd rate the solution seven out of ten. If they had better documentation and better technical support, I would rate them higher. View full review »
reviewer856719
Service Assurance Manager at a comms service provider with 10,001+ employees
I am an internal auditor, so I cannot reveal much information in terms of my current organization's structure. I'd strongly recommend the solution to others. I'd rate it nine out of ten. View full review »
reviewer1261245
OS3 Product Development Lead at a comms service provider with 11-50 employees
I would rate this product an eight out of 10. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in Help Desk Software. Updated: February 2020.
406,070 professionals have used our research since 2012.