We performed a comparison between BMC Helix ITSM and BMC Remedyforce [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has the power to automatize several different tasks in the ITSM world."
"It provides a good user experience."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Technical support has been fine."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The solution is very flexible."
"It's a stable solution."
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"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."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"The reporting is very good and you can do incident matching."
"The feature that we like best is the stability of the product."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Support could be better."
"They should add some of the bolt-ons into the initial setup, such as chat."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"BMC Helix ITSM should have an easy-to-use user interface."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"They could be more responsive to feedback from their community board."
"My team finds the search options and the user interface to be really cumbersome."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The ease of customization needs improvement."
"The look and feel is very dated."
"More flexible ways to change the existing configuration would benefit existing customers."
"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."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews. BMC Helix ITSM is rated 8.0, while BMC Remedyforce [EOL] is rated 7.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas BMC Remedyforce [EOL] is most compared with .
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