We performed a comparison between BMC Remedyforce [EOL] and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"The solution is very good at integrating systems."
"The stability is good. There are no bugs."
"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."
"The solution is very flexible."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The solution can scale."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"I would say the overall flexibility of the product is its most valuable feature."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The simplicity of the solution is excellent."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"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."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"My team finds the search options and the user interface to be really cumbersome."
"The customer service management (CSM) features are in need of improvement."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"The ease of customization needs improvement."
"They need to make it possible to more easily customize the user interface."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"We would like them to approve the security functionalities, e.g., management security features."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Currently, SysAid does not have a mobile application."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. BMC Remedyforce [EOL] is rated 7.8, while SysAid is rated 8.4. 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". BMC Remedyforce [EOL] is most compared with , whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk.
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.
