BMC Helix Remedy vs. BMC Remedyforce

As of May 2019, BMC Helix Remedy is ranked 3rd in Help Desk Software with 14 reviews vs BMC Remedyforce which is ranked 13th in Help Desk Software with 4 reviews. The top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". The top reviewer of BMC Remedyforce writes "It has quickly become our go-to for managing all documentation related to IPCM". BMC Helix Remedy is most compared with ServiceNow, JIRA Service Desk and BMC Remedyforce. BMC Remedyforce is most compared with ServiceNow, BMC Helix Remedy and Salesforce Service Cloud. See our BMC Helix Remedy vs. BMC Remedyforce report.
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BMC Helix Remedy Logo
22,720 views|7,507 comparisons
BMC Remedyforce Logo
3,205 views|1,569 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix Remedy vs. BMC Remedyforce and other solutions. Updated: May 2019.
340,752 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
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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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
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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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
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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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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Ranking
3rd
out of 44 in Help Desk Software
Views
22,720
Comparisons
7,507
Reviews
14
Average Words per Review
293
Avg. Rating
8.6
13th
out of 44 in Help Desk Software
Views
3,205
Comparisons
1,569
Reviews
4
Average Words per Review
270
Avg. Rating
9.0
Top Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 53% of the time.
Compared 20% of the time.
Also Known As
Remedy ITSM, 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 Remedy
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 Firm27%
Comms Service Provider13%
Manufacturing Company13%
Government13%
VISITORS READING REVIEWS
Manufacturing Company25%
Software R&D Company13%
Financial Services Firm9%
Pharma/Biotech Company7%
No Data Available
Company Size
REVIEWERS
Small Business17%
Midsize Enterprise22%
Large Enterprise61%
VISITORS READING REVIEWS
Small Business25%
Midsize Enterprise23%
Large Enterprise52%
No Data Available
Find out what your peers are saying about BMC Helix Remedy vs. BMC Remedyforce and other solutions. Updated: May 2019.
340,752 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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