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."The most valuable feature for our customers using BMC Helix ITSM is change management."
"It provides a good user experience."
"In general, for incident management, it's okay."
"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."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The reporting is very good and you can do incident matching."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"The stability is good. There are no bugs."
"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."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"The interface is one major complaint about this product."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The dashboard can be better."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"It has created more layers of bureaucracy."
"The customer service management (CSM) features are in need of improvement."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"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."
"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."
"More flexible ways to change the existing configuration would benefit existing customers."
"They need to make it possible to more easily customize the user interface."
"The look and feel is very dated."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
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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