Compare BMC Remedyforce vs. HEAT Service Management

BMC Remedyforce is ranked 5th in Help Desk Software with 5 reviews while HEAT Service Management is ranked 14th in Help Desk Software with 3 reviews. BMC Remedyforce is rated 8.8, while HEAT Service Management is rated 7.4. The top reviewer of BMC Remedyforce writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". BMC Remedyforce is most compared with ServiceNow, BMC Helix ITSM and Salesforce Service Cloud, whereas HEAT Service Management is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus. See our BMC Remedyforce vs. HEAT Service Management report.
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Most Helpful Review
Find out what your peers are saying about BMC Remedyforce vs. HEAT Service Management and other solutions. Updated: November 2019.
382,399 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
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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An inexpensive solution that is easy to set up and use without much support.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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The solution is easy to use and has a user-friendly interfaceThe main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there.This is an excellent alternative to ServiceNow for smaller companies.

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Cons
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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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.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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There's a lack of integration with other products. This needs to be improved.Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much.Configuration requirements are extensive, even in basic Service Desk processes.

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Pricing and Cost Advice
Information Not Available
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.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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If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee.

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Compared 52% of the time.
Compared 28% of the time.
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightRemedyforce
Learn
CA (A Broadcom Company)
BMC
Ivanti
Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

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


HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.
Offer
Learn more about CA Service Desk Manager
Learn more about BMC Remedyforce
Learn more about HEAT Service Management
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniDesign Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Retailer4%
VISITORS READING REVIEWS
Software R&D Company29%
Insurance Company10%
Comms Service Provider9%
Financial Services Firm9%
VISITORS READING REVIEWS
Software R&D Company29%
Newspaper9%
Comms Service Provider9%
K 12 Educational Company Or School8%
No Data Available
Find out what your peers are saying about BMC Remedyforce vs. HEAT Service Management and other solutions. Updated: November 2019.
382,399 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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