Compare BMC Helix ITSM vs. BMC Remedyforce

BMC Helix ITSM is ranked 3rd in Help Desk Software with 14 reviews while BMC Remedyforce is ranked 5th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 8.6, while BMC Remedyforce is rated 8.8. The top reviewer of BMC Helix ITSM writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of BMC Remedyforce writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas BMC Remedyforce is most compared with ServiceNow, BMC Helix ITSM and Salesforce Service Cloud. See our BMC Helix ITSM vs. BMC Remedyforce report.
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2,547 views|1,833 comparisons
Most Helpful Review
Abdullah_Smadi
Find out what your peers are saying about BMC Helix ITSM vs. BMC Remedyforce and other solutions. Updated: November 2019.
379,241 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.MyIT is simple to use and its mobility is a big plus for our on the go users.The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.Improved our organization with better customer experience and reporting abilities.The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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An inexpensive solution that is easy to set up and use without much support.ITIL best practices and smart practices are efficient in calculating the performance of services provided.Offers good reporting capabilities. Getting the right information is the key to understanding and improvements.Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily.The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way.Remedyforce has greatly improved our company's ability to accurately track and create new records.Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training.

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Cons
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.Support could be more skilled. We are wasting too much of our time debugging.‚ÄčThe amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.There should be some tool to move SRD and SLA from the sandbox to production.‚ÄčImprove 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.It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased.As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet.The setup was somewhat complex as it seemed there were three ways to do the same thing.

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Pricing and Cost Advice
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It is costly, but it is well worth it.Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions.BMC Remedyforce is extremely reasonable when talking about licensing costs.The cost may be higher, but it is backed up by the great product and superb customer service.Licensing should be reviewed and understood before making the purchase.

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Top Comparisons
Compared 74% of the time.
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Compared 51% of the time.
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Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightRemedy ITSM, Remedy, Helix RemedyRemedyforce
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CA (A Broadcom Company)
BMC
BMC
Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

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


Offer
Learn more about CA Service Desk Manager
Learn more about BMC Helix ITSM
Learn more about BMC Remedyforce
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityDesign Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Transportation Company4%
VISITORS READING REVIEWS
Software R&D Company19%
Insurance Company11%
Transportation Company11%
Comms Service Provider11%
REVIEWERS
Financial Services Firm27%
Comms Service Provider13%
Manufacturing Company13%
Government13%
VISITORS READING REVIEWS
Software R&D Company36%
Manufacturing Company11%
Comms Service Provider8%
Financial Services Firm8%
VISITORS READING REVIEWS
Software R&D Company29%
Newspaper9%
Comms Service Provider9%
K 12 Educational Company Or School8%
Find out what your peers are saying about BMC Helix ITSM vs. BMC Remedyforce and other solutions. Updated: November 2019.
379,241 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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