BMC Remedyforce Reviews & Product Details


What is BMC Remedyforce?

Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value.

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BMC Remedyforce Profile Details

BMC Remedyforce Profile Details

Vendor
BMC
Description
BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage.
Company Website
Year Founded
1980
HQ Location
Houston, TX
Phone
713 918 8800
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
6,780
Twitter
@bmcsoftware
Twitter Followers
55,261
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Companies Using BMC Remedyforce

Southwest
Telefonica
Genworth Financial
Carnival
Fannie Mae
Autozone
L-3 Communications
Meijer
Shaw Communications
Valeant Pharmaceuticals International
University of Houston
Danfoss

BMC Remedyforce Reviews

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BMC Remedyforce Reviews

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1-22 of 22 total BMC Remedyforce reviews
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Senior Software Engineer
Mid-Market
(501-1000 employees)
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"Managing made easy!"

What do you like best?

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!

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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.

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A
Mid-Market
(201-500 employees)
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"Highly Customizable, Old UI Makes It Hard to Navigate"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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.

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Diseñador Web Lenguaje HTML5/CSS3
Import and Export
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"Gran capacidad para sacar reportes de manera sencilla y procesos completamente personalizados"

What do you like best?

Desde que se implementó RemedyForce en nuestra organización, se destacan la posibilidad de sacar reportes personalizados de manera sencilla para el usuario, permitiendo utilizar la estadística confiable para mejorar procesos y lograr un mejor servicio de asistencia a los clientes.

La gran variedad de filtros, exportación de informes y paneles en tiempo real hacen de esta característica una de las mas destacadas de la herramienta.

Otro punto a destacar es la posibilidad de personalizar plantillas, flujos de trabajo, notificaciones y demás procesos útiles para la organización logrando que la herramienta se adapte perfectamente a las necesidades de nuestra empresa, y no sea esta última la que deba adaptarse a la herramienta.

Es importante también al momento de elegir un producto, la post venta y el soporte técnico, y con RemedyForce estamos seguros de tener solución rápida y eficiente a cada una de las consultas que realizamos a través del soporte de BMC, el cual cuenta con soporte en idioma español, lo que hace aún mas sencilla la tarea.

Las mejoras continuas que se adaptan a los pedidos de los usuarios hacen también del RemedyForce una herramienta completamente recomendable para su organización.

What do you dislike?

Deberian agregar "puntos de restauración" para la aplicacion, ya que esto seria de gran utilidad en cuanto a la seguridad.

What problems are you solving with the product? What benefits have you realized?

Hemos logrado hacer mas eficaz el sistema de tickets, pudiendo adaptarlo completamente a nuestros requerimientos.

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A
Mid-Market
(501-1000 employees)
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"BMC Remedyforce for Incident Management"

What do you like best?

BMC Remdedy is Built on ITIL best practices and easy to implement.It encompasses change problem incident inventory and everything can be associated.Issue tracking & assignment, lookup features to connect issue submission to locations and users

What do you dislike?

I didn't like user interface design and it is unresponsive at times.There are many hidden options and if you have never used it you'll never know it's there.The ticket is slow to open, the page always reloads all content. I also found it hard to search through existing support cases.

Recommendations to others considering the product:

Keep it simple. Start with the ticketing system and once you get that, then add additional functionality.Consider the active service monitoring options you will require and if you need professional services as it is far better to have the same group provide both - to avoid the tennis game of responsibility.It is important to define the operational process and roles for various intended users before you give them access to SN. Ensure clear cut roles for support users.

What problems are you solving with the product? What benefits have you realized?

Incident tickets can be categorized and tracked as well as reporting features are amazing to be able to keep track of metrics.Tracking, routing, and follow up survey of IT trouble tickets.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.

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VP Enterprise Business Technology
Computer Software
Enterprise
(1001-5000 employees)
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"If you have Salesforce, you need Remedyforce for your IT teams"

What do you like best?

Since remedyforce is built on the Salesforce platform, the same admin and developers can support both tools. Super easy to connect your front line customer teams who work cases, to your backline Devops teams who work incidents, enabling full visibility to issues across your entire organization. Managing service requests across the enterprise was also a great add. We have finance, HR, facilities, legal as well as IT leveraging the ticketing.

What do you dislike?

Some of the heavier aspects of ITSM require add on tools - data center discovery, etc. Also the knowledgebase is pretty basic text, no pictures, videos.

Recommendations to others considering the product:

Fast to implement. Does not require heavy admin. Flexible. If you know Salesforce, you can easily assimilate Remedyforce.

What problems are you solving with the product? What benefits have you realized?

Having a single request portal for the company leveraging the ticketing from Remedyforce has really made it easy for end users and so much better for tracking things that trying to find them in email. If you have a request, put it in Remedyforce and we can track it, report on it, leverage chatter, etc.

This has saved hours of time for teams - end of month reporting went from 2-3 days of prep down to realtime execution any time we need them.

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CI
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Excellent Service Desk software with great capabilities!"

What do you like best?

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.

What do you dislike?

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!

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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!

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Sr. Manager, GSIT Service Management Team
Information Technology and Services
Enterprise
(10,001+ employees)
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"Fast, Easy, and Access from anywhere"

What do you like best?

The ease and flexibility of setting up the tool to meet our Customers needs. And the ability to access to tool from any internet connection or smart-device.

What do you dislike?

The change approval groups and they interface with the "APP".

Recommendations to others considering the product:

I highly recommend anyone looking at a Helpdesk/Service Management tool to take a hard look at Remedyforce. You won't be sorry.

What problems are you solving with the product? What benefits have you realized?

We needed a robust and agile tool for our Service Management needs. Remedyforce fit that bill perfectly. Our set-up and rollout to Production status was very quick with little to no issues.

Within the first 30 days of rollout we saw a huge increase in Customer satisfaction with Service Management processes and polices.

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UC
Enterprise
(5001-10,000 employees)
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"Straightforward IT Ticket Solution"

What do you like best?

Building on Salesforce allows easy report generation and users are in single environment consistent with other business apps

What do you dislike?

The interface layout looks tired. Page layouts are bland and old looking but really no big deal.

What problems are you solving with the product? What benefits have you realized?

Tracking, routing, and follow up survey of IT trouble tickets. Using Salesforce allows single sign on with other apps so user can view and update ticket easily and fill out a survey at the end in single environment

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AC
Enterprise
(1001-5000 employees)
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"Not an ideal ticketing system"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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.

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UI
Enterprise
(10,001+ employees)
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"Works great but could be better"

What do you like best?

I like the fact that you can change an incident to a request without having to cancel the incident ticket, it provides a seamless experience when working on tickets.

What do you dislike?

You cannot see who is viewing the ticket (like Service Now)- which can cause some hiccups if multiple people are trying to update the ticket or assign it to theirselves at the same time.

Recommendations to others considering the product:

N/a

What problems are you solving with the product? What benefits have you realized?

Creating tickets, pulling tickets all IT related to support the employees in a corporate environment.

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UC
Enterprise
(1001-5000 employees)
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"Good platform for ticketing and asset management"

What do you like best?

The system is easy to navigate. For our CMDB we have ours setup to import data from other applications such as our NAC in order to give us the best visibility into our network assets.

What do you dislike?

I personally don't care for much or use the 'Chatter' feature. This is most likely a personal preference vs a deficiency.

What problems are you solving with the product? What benefits have you realized?

We have built our CMDB using BMC Remedyforce. Allows us to better manage our assets.

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Hands-on Development Manager
Computer Software
Mid-Market
(501-1000 employees)
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"Decent tool for task management"

What do you like best?

Nice to manage technical tasks via tickets and workflows, assigning tasks to particular person or whole teams.

What do you dislike?

The UI is not very friendly: internal apps' tabs inside browser tabs and inability to select text.

What problems are you solving with the product? What benefits have you realized?

tracking IT related tasks and changes to infrastructure

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UG
Enterprise
(1001-5000 employees)
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"BMC Remedy Force"

What do you like best?

Integrated with SaleForce for use as Service Desk solution

What do you dislike?

Could be a little more end-user friendly when integrated with Sales Force

Recommendations to others considering the product:

Allow for some extra time to train employees who will be using RemedyForce.

What problems are you solving with the product? What benefits have you realized?

Using as a help desk management tool. It's readily accessible and available through the internet

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UE
Mid-Market
(51-200 employees)
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"Streamlined Troubleshooting"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

IT needs across widely separated campuses.

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AP
Mid-Market
(201-500 employees)
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"Slow, inconvenient, no flow."

What do you like best?

Availability to login from anywhere around the web.

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

ICT Team incident management. Request fulfillment.

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IH
Enterprise
(10,001+ employees)
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"Remedyforce - Enterprise solutions for larger companies"

What do you like best?

Cloud syncing across platforms. CS quick solutions.

What do you dislike?

Upgrading is a bear. It took my entire team over a week to upgrade our systems. booo!

Recommendations to others considering the product:

Oracle

What problems are you solving with the product? What benefits have you realized?

CS tickets. Quicker KB searches

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Business Analyst
E-Learning
Mid-Market
(201-500 employees)
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"OK for admins, not very user-friendly"

What do you like best?

Issue tracking & assignment, lookup features to connect issue submission to locations and users

What do you dislike?

lack of advanced search features make finding submitted issues frustrating and time-consuming

Recommendations to others considering the product:

Explore other options if you want good issue search and a user-friendly interface

What problems are you solving with the product? What benefits have you realized?

IT problems at a large public school

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AC
Enterprise
(1001-5000 employees)
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"Great tool and easy to adapt and implement."

What do you like best?

While being on Salesforce, remedyforce is easy to adapt.

What do you dislike?

Automating things on service request is difficult to implement since the service request UI is not highly configurable.

What problems are you solving with the product? What benefits have you realized?

Reporting was a major problem we had in past and was able to solve it with remedyforce.

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EP
Mid-Market
(501-1000 employees)
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"RemedyForce"

What do you like best?

Built on ITIL best practices - and easy to implement.

What do you dislike?

In the process of implementing - unknown dislikes at this time.

What problems are you solving with the product? What benefits have you realized?

Service Management improvement in the organization

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AG
Enterprise
(10,001+ employees)
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"My experience"

What do you like best?

I like that it encompasses change problem incident inventory and everything can be associated

What do you dislike?

Can be difficult to locate records of are not familiar 28th the product

What problems are you solving with the product? What benefits have you realized?

One software for everything

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AC
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"Remedyforce breaks when Salesforce run their upgrades"

What do you like best?

The knowledge base is helpful and the self-service support portal (Magic) is streamlined and organized.

What do you dislike?

support line and entry-level support not helpful

What problems are you solving with the product? What benefits have you realized?

case/incident management and transparency. none so far.

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AI
Mid-Market
(51-200 employees)
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"Who says the marquee tag is dead?"

What do you like best?

Seemed like there was some potential to solve ITIL helpdesk problems.

What do you dislike?

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.

Recommendations to others considering the product:

Look elsewhere.

BMC Remedyforce Features

  • Automate Ticket Routing
  • Ticket Prioritization
  • Knowledge Base
  • Dashboards
  • Time Tracking
  • Self Service

BMC Remedyforce User Ratings

6.6
Ease of Use
Average: 8.3*
8.1
Quality of Support
Average: 8.5*
6.5
Ease of Setup
Average: 7.8*
* Service Desk Category
Do you work for BMC Remedyforce?