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BMC Helix Remedyforce

BMC Helix Remedyforce

Overview

What is BMC Helix Remedyforce?

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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BMC Helix Remedyforce

$67.90

Cloud
per user/per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttp://www.bmc.com/forms/ESM_ContactMe_…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

BMC Helix Remedyforce Webinar Series: High Charts in Quickviews Winter 19

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9
Avg 8.4
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Product Details

What is BMC Helix Remedyforce?

BMC Helix Remedyforce is an IT service management designed to scale and adapt to the needs of mid-size companies. Built on Salesforce cloud, it allows users to combine IT operations management (ITOM) and cognitive capabilities to ensure the business is efficient, compliant, and secure.

The vendor states their goal is to help users achieve:

  • Service Management Excellence
  • Multi-Cloud Digital Enterprise
  • Predictive ITSM

BMC Helix Remedyforce Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Service restoration
  • Supported: Self-service tools
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Asset management dashboard

Change management Features

  • Supported: Change requests repository
  • Supported: Change calendar
  • Supported: Service-level management

Additional Features

  • Supported: Self-Service and Service Catalog
  • Supported: Knowledge Management
  • Supported: Service Level Management, Dashboards, and Reporting & Analytics
  • Supported: Agentless Discovery and Client Management
  • Supported: Multi-Cloud Data Center Discovery
  • Supported: Mobile Apps for IT and Business
  • Supported: Collaboration via Chatter and Chat
  • Supported: IT Best Practices and Smart Practices

BMC Helix Remedyforce Screenshots

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BMC Helix Remedyforce Videos

See Remedyforce in action

Watch Personalize your Remedyforce Demo

BMC Helix Remedyforce Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry
Supported LanguagesEnglish, French, German, Japanese, Portuguese, Spanish

BMC Helix Remedyforce Downloadables

Frequently Asked Questions

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

Reviewers rate Organize and prioritize service tickets and Service restoration and Configuration mangement highest, with a score of 9.

The most common users of BMC Helix Remedyforce are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

Companies can't remove reviews or game the system. Here's why
(1-5 of 7)

Remedyforce, ticketing for the Cloud

Rating: 8 out of 10
April 08, 2015
JB
Vetted Review
Verified User
BMC Helix Remedyforce
8 years of experience
Remedyforce is presently used within Selas Technologies to help mitigate risk and provide accountability for our clients. Consulting work often proves to be a difficult task, especially in the realm of Salesforce. Remedyforce provides a way to track new requests and issues relating to our clients and gives upper management an idea of where problem areas are. This is currently being used to track everything from billing requests to feature requests or high priority incidents.
  • Remedyforce does an excellent job with providing out of the box functionality that can be tweaked with minimal effort to align with your business needs.
  • Having the ability to create custom views for different departments helps minimize confusion when implementing the product across multiple verticals.
  • Customer portal is an excellent way to provide visibility to external clients and reduces the amount of time spent providing status updates.
Cons
  • Initial configuration can be a little difficult for some.
  • Lengthy installation process and post-installation items. In order to provide full functionality you'll need to dedicate a large amount of time to configuration.
  • Migration of items from a Sandbox to Production can be extremely difficult because of hard-coded ideas in stored value fields on the fulfillment input object.
Remedyforce is well suited for small IT companies who are just building out processes. I have personally implemented Remedyforce with my previous company, Catalina Marketing, which required integration with several external systems; this project took approximately 6 months to complete for just Phase 1. If your company has a difficult IT process, it would be easier to modify and adapt a new process rather than implementing your own process into the application.

Remedyforce All In One Organizational Support

Rating: 9 out of 10
February 11, 2016
RB
Vetted Review
Verified User
BMC Helix Remedyforce
1 year of experience
Remedyforce is currently being used by our organization in the U.S. and is expanding internationally rapidly. We are using Remedyforce Self Service as a landing page for our service desk. The majority of all requests are now routed directly through self service as opposed to email requests a year ago. This has improved response time for initial customer support response. Through the use of Request Definitions, Workflows and Templates we can now direct tickets to the correct support queues and trigger automated email approval processes where needed. We are now using the knowledge articles functionality to house all FAQs, known errors, and other support documentation to better assist customers and support staff.
  • Automatic Ticket Routing and Escalation Routing Processes. This eliminates a lot of the guess work of who supports what. With changes to organizational structure and team names, the automated workflows will allow tickets to still get routed to the correct group of individuals via self service requests.
  • Linking multiple incidents for the same issue to one problem. Helps manage outages and follow ups.
  • BMC is very open to product recommendations for future releases. It evaluates new features and ideas from its customers and forum users regularly and really drives better functionality with each release.
Cons
  • Improve email capabilities with rich HTML formatting and template modifications.
  • Simplify the administrator menus for supporting the product. Navigating through this area can be frustrating to get the hang of.
This product came with a lot of great functionality right out of the box. It served the needs of a 500+ organization in the U.S. well but required a significant amount of additional time for planning and configuration to properly implement for a global roll out. Much of this time though is not at the fault of BMC, but with planning support strategies and how teams will globally work with one another and share information.

3 Years of Remedyforc-ing!

Rating: 10 out of 10
May 15, 2015
ML
Vetted Review
Verified User
BMC Helix Remedyforce
3 years of experience
Being an early adopter of the Remedyforce product (2012), we have seen this product grow to an amazing tool for, not only IT, but the business as well. Remedyforce continues to flourish with new and innovative functionality brought forward by its customers from their message boards and community posts. After reviewing other similar products, I am very happy to have RemedyForce in our organization. It has made my job a lot easier and has allowed me to focus my efforts on other more important tasks.
  • Built on the Force.com platform is a super great asset when it comes to a solid foundation and for great reporting capabilities.
  • Built around the ITIL best practice framework brings structure and consistency to our IT departments.
  • Easily customizable should you require custom fields/workflows/rules etc.
  • Quarterly updates allows BMC to stay ahead of customer's needs and allows the tool to remain 'a well oiled machine'!
Cons
  • Although I may have seen some minor areas for improvements in the past, I can't say I see many, if any, today. But, if anything, I wouldn't want to see this tool become too 'busy' with too many features brought forward from their customers. I hope BMC can stay true to their ITIL product and keep the balance between 'bells and whistles' and functionality.
Key questions to ask before purchase:

  • Are you planning to customize the product a great deal, a little or keep it out of the box (OOB)?
  • How big is the implementation?
  • How fast do you need it to be up and running based on the implementation size?

Remedyforce Review for ITS Help Management

Rating: 5 out of 10
July 18, 2014
AG
Vetted Review
Verified User
BMC Helix Remedyforce
1 year of experience
Remedyforce was used for managed ITS incidents and help tickets relating to a series of systems. The whole organization was not utilizing the product. The technology services group used a different product. It mainly was used to address issues with cloud systems. This included user issues, new feature requests and some larger scale projects.
  • Task management for incidents and change requests is a nice feature that keeps administrators organized and allows them to manage their workload effectively.
  • Overall the tool provides transparency among ITS staff so that the risk of duplicating work or creating design approaches that conflict with another are minimized.
  • The self-service portal is a nice feature that can be customized to meet an organization's specific needs. This is helpful to end users to try to troubleshoot their own issues on their own time.
Cons
  • As an administrator of the product, Remedyforce could improve on providing training specific for administrators and product owners of the tool. Specifically, an introductory training of the entity relationships within the application would have been very helpful when I first started using the tool.
I think it's an effective tool for larger organizations but may be a bit too complex for small teams.

If you use Salesforce, you need to use Remedyforce

Rating: 9 out of 10
February 10, 2016
PM
Vetted Review
Verified User
BMC Helix Remedyforce
2 years of experience
Remedyforce is used by our service desk, ops support teams, enterprise business support teams, HR, finance, legal and facilities. We are using it for incidents, service requests, problem management, and some configuration management database (CMDB). It has allowed us to have a central service request portal for internal staff to use to request services. We are also working to leverage it deeper across our IT organization.
  • Since it is on the Salesforce platform, your same development team and support team can manage Remedyforce and Salesforce. This makes staffing very flexible and it is a common user interface for employees and management to use.
  • Implementation is very fast. We were up and running in 12 weeks, able to leverage out of box functionality and do a small amount of customizations to meet our needs.
  • Great at automating manual workflows, for new hire onboarding, tracking all information in a single service request while having tasks go to a variety of teams across the enterprise.
  • SaaS releases come regularly with new features, and little overhead required on our end to implement or upgrade.
Cons
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
If you already have Salesforce, it is a no-brainer to go with Remedyforce, so easy and so complementary of one another. It's easy to pass information back and forth from service teams (customer facing) to IT or developer teams - eliminating the black hole between the groups.
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