PA

Poli A.

ITP Payments Senior

Enterprise (> 1000 emp.)

8/19/2021

"Incident, Change and Problem Management are fully covered"

5/5

What do you like best about BMC Helix Remedyforce?

Useful tool for service management, it is user-friendly, good ticket tracking and different types of reporting options Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

UI can be improved, but it is not a big issue Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Best-practice aligned process automation with a simple, easy-to-uae experience. I totally recommend it. Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

I work on and resolve automatically generated tickets from suppliers' email requests. Review collected by and hosted on G2.com.

AV

Verified User in Veterinary

Enterprise (> 1000 emp.)

10/22/2021

"A comprehensive IT service management application"

3.5/5

What do you like best about BMC Helix Remedyforce?

The dashboards layout for Reporting & Analytics Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Asset management is a little over complex Review collected by and hosted on G2.com.

UI

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

4/6/2020

"Good and essential tool for ticketing purpose"

5/5

What do you like best about BMC Helix Remedyforce?

This tool provides breadth of service and provides the best features required for carrying out activities on a ticketing tool. Able to assign multiple tickets at a time. Able to calculate SLA. Includes all ITIL practices and the tickets can be linked to one another. Able to track the progress of each and every ticket. Can be integrated with other softwares as well. Able to configure auto ticket generation Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Only that it takes too long to create tickets because there are too many fields to be filled up. Majorly supports complex organisations. Otherwise nothing much to dislike about this tool. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Best ticketing tool which solves business purpose. This tool supports complex organisations as well Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

Able to work on a proper process workflow.

Can easily calculate ticket SLA for all tickets.

Solves all requirements essential for business purpose Review collected by and hosted on G2.com.

IA

Ing. A.

Ing. Senior de Clientes

Enterprise (> 1000 emp.)

10/22/2019

Business partner of the seller or seller's competitor, not included in G2 scores.

"BMC Remedyforce Tool"

5/5

What do you like best about BMC Helix Remedyforce?

It is a great tool for tracking Incidents, which can be categorized as: Requests, Errors, Change Controls, and Projects. The sectorized control for each resolution and management of indicators where the attention SLA is measured. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Licenses should not be so expensive, so as to have several Resolving Users. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Yes, I recommend it, as it meets all the established functionalities of the tool. Additionally, you can continue automating case tracking processes within the company, without the need to resort to manual processes or other tools. Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

Control all areas of technology in the company to measure the effectiveness of resolving escalated cases. Centralize the information, where you can include in the tool: Work Plans, Files, and Emails. Review collected by and hosted on G2.com.

KS

Kushal S.

Senior Software Engineer

Mid-Market (51-1000 emp.)

5/24/2019

"Managing made easy!"

4.5/5

What do you like best about BMC Helix Remedyforce?

The amount of features and customization provided by this software is very vast,

Especially in the offices/Companies or organizations where people work in teams and also have various departments, BMC remedy force is a must! Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Some of the features requires little bit more information or guidance on how to use certain tabs, if a beginner is using it becomes a little bit difficult for him/her to use. Rest i would say everything is perfect. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Company which has huge number of employees, and work in teams, BMC remedy force is very much recommended, Works becomes easy and managing people and working in Teams in sync with other team members becomes a cake walk. You yourself can keep track of each and every work schedules. Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

As a IT company employee usually the projects are carried out in teams, so sometimes it becomes difficult to manage the work schedules, timecards for all the employees, but this software becomes really helpful in such situations, the team lead/manager along with the team members can keep the track of the time schedules. Also financial data is saved and managed properly. Review collected by and hosted on G2.com.

AN

Verified User in Non-Profit Organization Management

Mid-Market (51-1000 emp.)

7/16/2019

"Highly Customizable, Old UI Makes It Hard to Navigate"

4.5/5

What do you like best about BMC Helix Remedyforce?

I love how intricate the system is. It's highly customizable to fit your business needs that are specific to your organization. We are able to implement something in our Salesforce instance without disturbing the other users. We have multiple deparments, which mean different sets of needs, but it also means there is a possibility of cross-over of work. I love that we can assign tasks to different queues based on what the service request needs to accomplish. Awesome. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

I dislike how hard it is to remember where to go when you're trying to configure one simple request. The UI is old, It's not exactly a streamlined experience for the administrator. Configurations take a while since you're bouncing around. I also think that it could improve how we customize the self-service portal the same way Lightning record pages work. If we were able to create a record page and put components in the places we wanted, it would look better for us. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Before you start implementing, you definitely need to have your processes defined and outline so that when it comes to configuration, you know exactly how you want to structure the data. Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

We're really solving an issue where we have no data around requests that come to the facilities, data and IT departments, especially the cross-departmental requests like new hire requests and terminations. I realized that the system will be able to accomodate the notifications/tasks we want to create when a request comes in while also still being able to track the efforts from all departments. I had built something custom like this on Salesforce Cases (Service Cloud) and this tool provides you everything you can think of when it comes to service management. Review collected by and hosted on G2.com.

SF

Shayne F.

Mid-Market (51-1000 emp.)

2/13/2020

"Remedy @ Work"

4/5

What do you like best about BMC Helix Remedyforce?

Remedy makes creating and maintaining tickets easy Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Their documentation on the wiki can be out of date, or just flat out wrong. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

2/14/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Excellent solution for all who want to make use of ITSM tool in a matter of weeks, not months"

5/5

What do you like best about BMC Helix Remedyforce?

Cloud environment, nothing to install, very little need for customizations Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

UX could be better (more modern), support for project management (basic) is missing Review collected by and hosted on G2.com.

IB

Verified User in Banking

Mid-Market (51-1000 emp.)

2/14/2020

"a certainty like all BMC products"

4.5/5

What do you like best about BMC Helix Remedyforce?

easy to use and easy installation. UI very friendly Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

nothing in particular, we have no problems Review collected by and hosted on G2.com.

CC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

10/19/2018

Business partner of the seller or seller's competitor, not included in G2 scores.

"Excellent Service Desk software with great capabilities!"

5/5

What do you like best about BMC Helix Remedyforce?

Speed of implementation, very easy to use. Minor configuration required and built on the force.com platform! BMC Remedyforce is a great product packed with many features and the time to value is extremely fast. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

There isn't much to dislike about Remedyforce. If anything it would be that the self service would have the ability to identify FAQ's and KB articles whilst the user is logging a ticket rather than having to search for them first, but I am sure this feature will come as BMC are very quick at developing and enhancing the product! Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Excellent product, fast time to value, administration is very easy and can be configured and customized extremely easy. No maintenance required. Support backed up by BMC within the licensing model and no hidden costs. Hosted on the force.com platform which BMC are also backed up by salesforce support. Review collected by and hosted on G2.com.

What problems is BMC Helix Remedyforce solving and how is that benefiting you?

Having used other products, BMC Remedyforce is far superior offering many advantages over other vendors such as automatic upgrades, very sophisticated CMDB based on the Remedy Atrium CMDB, complete with Impact Analysis. Other features like Collision Detection within Change Management and the main thing is that because its built on the force.com platform, by using Salesforce CRM already it can leverage the same platform, consolidating several systems into one. Also has integration to service cloud which is a bonus! Review collected by and hosted on G2.com.