Compare BMC Helix ITSM vs. BMC Remedyforce

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BMC Helix ITSM Logo
13,918 views|8,574 comparisons
BMC Remedyforce Logo
2,884 views|2,077 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. BMC Remedyforce and other solutions. Updated: September 2020.
438,944 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
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

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"The reporting is very good and you can do incident matching.""The feature that we like best is the stability of the product.""The solution is very good at integrating systems.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.""The interface and customization are the solution's most valuable features.""It's a stable solution.""An inexpensive solution that is easy to set up and use without much support."

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Cons
"In the next release, I would like to see AI used for classification or categorization.""They could be more responsive to feedback from their community board.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

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"The ease of customization needs improvement.""The customer service management (CSM) features are in need of improvement.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad.""The solution's technical support is in need of a lot of improvement.""The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""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."

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Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

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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."

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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the… more »
Top Answer: BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below: 1. Offline… more »
Top Answer: The solution is very good at integrating systems.
Top Answer: The licensing model is complex. For example, some parts are based on the company (how many people use it) and some parts are based on the service model. It differs.
Top Answer: The monitoring system could be improved. It would be helpful if the solution was more open-source so that there is more community content available. It's hard to find information about the solution… more »
Ranking
8th
out of 56 in Help Desk Software
Views
13,918
Comparisons
8,574
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
7th
out of 56 in Help Desk Software
Views
2,884
Comparisons
2,077
Reviews
8
Average Words per Review
607
Avg. Rating
7.5
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 2% of the time.
Compared 54% of the time.
Compared 17% of the time.
Compared 1% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedyRemedyforce
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BMC
BMC
Overview
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 BMC Helix ITSM
Learn more about BMC Remedyforce
Sample Customers
Brookfield, 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
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Comms Service Provider8%
Government8%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company46%
Comms Service Provider14%
Manufacturing Company7%
Financial Services Firm4%
Find out what your peers are saying about BMC Helix ITSM vs. BMC Remedyforce and other solutions. Updated: September 2020.
438,944 professionals have used our research since 2012.
BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while BMC Remedyforce is ranked 7th in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 9.4, while BMC Remedyforce is rated 7.6. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". 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, JIRA Service Desk, ManageEngine ServiceDesk Plus, Cherwell Service Management and IBM Maximo, whereas BMC Remedyforce is most compared with ServiceNow, JIRA Service Desk, Salesforce Service Cloud, ManageEngine ServiceDesk Plus and Freshservice. See our BMC Helix ITSM vs. BMC Remedyforce report.

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