UC

Verified User in Computer Networking

Enterprise (> 1000 emp.)

12/31/2015

"BMC Remedy Force"

2.5/5

What do you like best about BMC Helix Remedyforce?

Integrated with SaleForce for use as Service Desk solution Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Could be a little more end-user friendly when integrated with Sales Force Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Enterprise (> 1000 emp.)

4/1/2015

"Not an ideal ticketing system"

2.5/5

What do you like best about BMC Helix Remedyforce?

Ticketing system can be useful if it has a solid foundation, if the RemedyForce developer took their time and look at every little detail while developing the platform it would be a fantastic tool for the IT word. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

RemedyForce's UI is not easy to use, there are too many hidden options and if you have never used it you'll never know it's there. There's a lot of error that gets generated by the platform, one example is that when closing the ticket as agent sometimes it won't let you saying you're not the ticket owner. There's a lot of bug within this system and no one can fix it.

Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

I would highly recommend consult a more experienced BMC Remedy Developer, take the necessary time and procedure to build your own platform. The more time and effort you put on deploying BMC the more success you'll gathered at the end. Review collected by and hosted on G2.com.

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

Although BMC Remedy is newer, I still like the simplicity of Altiris ticketing system, I wouldn't say this has solved many of our business problems. As I mentioned previously if BMC Remedy was build on a solid foundation it can be a great tool, but most BMC Remedy developer does not care to build you a Solid ticket system instead you'll have a working ticket system. Review collected by and hosted on G2.com.

AG

Verified User in Government Administration

Enterprise (> 1000 emp.)

1/13/2016

"My experience"

4/5

What do you like best about BMC Helix Remedyforce?

I like that it encompasses change problem incident inventory and everything can be associated Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Can be difficult to locate records of are not familiar 28th the product Review collected by and hosted on G2.com.

UE

Verified User in Education Management

Mid-Market (51-1000 emp.)

10/15/2014

"Streamlined Troubleshooting"

5/5

What do you like best about BMC Helix Remedyforce?

Since we began using Remedy Force, the ability to create, track, and resolve IT issues has been streamlined, making a much more effective way for users to find and receive help. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Nothing, it's a great product. I have not dislikes at this point. However, would be improved with additional GUI to track where a service request is within the pipeline. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

This allows tracking of service needs across multiple locations. It allows reps to see where a problem is within the pipeline. Overall, very easy to use and manage. Review collected by and hosted on G2.com.

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

IT needs across widely separated campuses. Review collected by and hosted on G2.com.

AP

Verified User in Pharmaceuticals

Mid-Market (51-1000 emp.)

10/14/2014

"Slow, inconvenient, no flow."

0/5

What do you like best about BMC Helix Remedyforce?

Availability to login from anywhere around the web. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

Works slow, feels inconvenient to use. For example one must visit the ticket to assign, change status as there is no easy way to do this. The ticket is slow to open, the page always reloads all content. I also found it hard to search through existing support cases. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix Remedyforce:

Also consider the cost of implementing the solution as we found the setup docs were for an earlier version. Support suggested we get a consultant in to complete the solution. Review collected by and hosted on G2.com.

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

ICT Team incident management. Request fulfillment.

Review collected by and hosted on G2.com.

LH

Lindsay H.

Business Analyst

E-Learning

Mid-Market (51-1000 emp.)

10/14/2014

"OK for admins, not very user-friendly"

1/5

What do you like best about BMC Helix Remedyforce?

Issue tracking & assignment, lookup features to connect issue submission to locations and users Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

lack of advanced search features make finding submitted issues frustrating and time-consuming Review collected by and hosted on G2.com.

EP

Verified User in Philanthropy

Mid-Market (51-1000 emp.)

10/16/2014

"RemedyForce"

5/5

What do you like best about BMC Helix Remedyforce?

Built on ITIL best practices - and easy to implement. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

In the process of implementing - unknown dislikes at this time. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

11/20/2013

"Remedyforce breaks when Salesforce run their upgrades"

1/5

What do you like best about BMC Helix Remedyforce?

The knowledge base is helpful and the self-service support portal (Magic) is streamlined and organized. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

support line and entry-level support not helpful Review collected by and hosted on G2.com.

AI

Verified User in Internet

Small-Business (50 or fewer emp.)

9/7/2012

"Who says the marquee tag is dead?"

1/5

What do you like best about BMC Helix Remedyforce?

Seemed like there was some potential to solve ITIL helpdesk problems. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix Remedyforce?

It's this super-specialized tool for ITIL-based support organizations that also want to use Salesforce to manage their support.

Salesforce is pretty bad at support. There are way better solutions all around. Review collected by and hosted on G2.com.