BMC Remedyforce [EOL] vs ManageEngine ServiceDesk Plus comparison

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Executive Summary

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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution is very good at integrating systems.""The interface and customization are the solution's most valuable features.""The reporting is very good and you can do incident matching.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""Offers good reporting capabilities. Getting the right information is the key to understanding and improvements.""Remedyforce has greatly improved our company's ability to accurately track and create new records.""The stability is good. There are no bugs.""The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."

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"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly.""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.""I am enjoying the report features, they are quite good.""The solution is free for up to five users.""It's very easy to customize the tool to your business needs.""The most valuable feature is the ticketing system which is working well.""The solution is interactive and flexible so engineers find it much easier to work with than other tools.""The management of this application is good."

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Cons
"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 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.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""The ease of customization needs improvement.""It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased.""The solution's technical support is in need of a lot of improvement.""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."

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"The solution’s reporting could be improved.""It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application.""Improvement is needed in the Software Assets Management functionality.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""I would like to improve the task management module and analytics.""Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""The documentation could be improved.""Lacks some flexibility in the configuration of workflows."

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Pricing and Cost Advice
  • "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."
  • "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."
  • More BMC Remedyforce [EOL] Pricing and Cost Advice →

  • "The prices are attractive. Customer can use a subscription if they do not have enough budget."
  • "The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
  • "For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

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    Questions from the Community
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    Top Answer:The strength is its pricing. It is easy to use.
    Top Answer:I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.
    Top Answer:In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically. So, I would… more »
    Ranking
    Unranked
    In Help Desk Software
    4th
    out of 59 in Help Desk Software
    Views
    7,499
    Comparisons
    3,933
    Reviews
    19
    Average Words per Review
    450
    Rating
    7.7
    Comparisons
    Also Known As
    Remedyforce
    Learn More
    Overview

    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


    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

    Sample Customers
    Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Top Industries
    VISITORS READING REVIEWS
    Comms Service Provider15%
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    REVIEWERS
    Reseller10%
    Healthcare Company10%
    Government8%
    Computer Software Company8%
    VISITORS READING REVIEWS
    Educational Organization53%
    Computer Software Company9%
    Financial Services Firm5%
    Comms Service Provider4%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise31%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise9%
    Large Enterprise68%
    REVIEWERS
    Small Business42%
    Midsize Enterprise32%
    Large Enterprise27%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise59%
    Large Enterprise26%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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, Zoho Desk, Freshservice and BMC Helix ITSM.

    See our list of best Help Desk Software vendors.

    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.