Compare BMC Remedyforce vs. ManageEngine ServiceDesk Plus

Cancel
You must select at least 2 products to compare!
Most Helpful Review
Find out what your peers are saying about BMC Remedyforce vs. ManageEngine ServiceDesk Plus and other solutions. Updated: May 2021.
479,894 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
"An inexpensive solution that is easy to set up and use without much support.""It's a stable solution.""The interface and customization are the solution's most valuable features.""The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""The solution is very good at integrating systems.""The feature that we like best is the stability of the product.""The reporting is very good and you can do incident matching."

More BMC Remedyforce Pros »

"This solution has provided a way to manage request tracking and resolution.""When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""The most valuable feature is its ease of use.""The solution offers a lot of opportunities for integrations.""Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms."

More ManageEngine ServiceDesk Plus Pros »

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.""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 solution's technical support is in need of a lot of improvement.""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.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""The customer service management (CSM) features are in need of improvement.""The ease of customization needs improvement."

More BMC Remedyforce Cons »

"Improvement is needed in the Software Assets Management functionality.""We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""The documentation could be improved.""The timing reporting module, and how it's used is a bit difficult to understand.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""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, overall, is expensive."

More ManageEngine ServiceDesk Plus Cons »

Pricing and Cost Advice
"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 Pricing and Cost Advice »

"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."

More ManageEngine ServiceDesk Plus Pricing and Cost Advice »

report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
479,894 professionals have used our research since 2012.
Questions from the Community
Top Answer: The solution is very flexible.
Top Answer: They have definitely been leaders in this industry and they're continuing to be there and so I would certainly pay that additional premium for them being ahead of the curve. The way they're priced… more »
Top Answer: At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it. The look… more »
Top Answer: 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… more »
Top Answer: 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… more »
Top Answer: 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… more »
Ranking
9th
out of 56 in Help Desk Software
Views
3,188
Comparisons
2,339
Reviews
9
Average Words per Review
621
Rating
7.3
3rd
out of 56 in Help Desk Software
Views
5,718
Comparisons
4,293
Reviews
11
Average Words per Review
431
Rating
7.8
Popular 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


ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Offer
Learn more about BMC Remedyforce
Learn more about ManageEngine ServiceDesk Plus
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
Computer Software Company37%
Comms Service Provider14%
Financial Services Firm8%
Manufacturing Company6%
REVIEWERS
Reseller22%
Government11%
Construction Company11%
Engineering Company6%
VISITORS READING REVIEWS
Comms Service Provider26%
Computer Software Company22%
Government8%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business23%
Midsize Enterprise38%
Large Enterprise38%
REVIEWERS
Small Business36%
Midsize Enterprise32%
Large Enterprise32%
Find out what your peers are saying about BMC Remedyforce vs. ManageEngine ServiceDesk Plus and other solutions. Updated: May 2021.
479,894 professionals have used our research since 2012.

BMC Remedyforce is ranked 9th in Help Desk Software with 9 reviews while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 12 reviews. BMC Remedyforce is rated 7.4, while ManageEngine ServiceDesk Plus is rated 7.8. 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 ManageEngine ServiceDesk Plus writes "A great ticketing solution that offers excellent reporting and responsive technical support". BMC Remedyforce is most compared with ServiceNow, JIRA Service Desk, BMC Helix ITSM, Salesforce Service Cloud and BMC FootPrints Service Core, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Desk, SolarWinds Web Help Desk, SCSM and IBM Maximo. See our BMC Remedyforce vs. ManageEngine ServiceDesk Plus report.

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.