We performed a comparison between BMC Remedyforce [EOL] and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The interface and customization are the solution's most valuable features."
"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 solution is very good at integrating systems."
"It's a stable solution."
"The stability is good. There are no bugs."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The feature that we like best is the stability of the product."
"It's stable."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"It ensures the tracking of all costs for end-user issues."
"The customer service management (CSM) features are in need of improvement."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"There should be some tool to move SRD and SLA from the sandbox to production."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"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."
"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."
"The solution's technical support is in need of a lot of improvement."
"They could improve the screens."
"The product needs to allow for implementation for other departments besides the IT help desk."
"I think asset management took a hit recently."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The solution’s reporting could be improved."
"The current MDM is very basic and should be expanded."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"The solution does not have an automated approach to integration with other ManageEngine products."
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BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Remedyforce [EOL] is rated 7.8, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Remedyforce [EOL] is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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