--- title: BMC Helix Remedyforce Reviews meta_title: 'BMC Helix Remedyforce Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 48 reviews by the users' company size, role or industry to find out how BMC Helix Remedyforce works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 48 scale: '5' date_modified: '2026-07-12' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # BMC Helix Remedyforce Reviews **Vendor:** BMC Helix **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 3.9/5.0 **Total Reviews:** 48 ## About BMC Helix 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. ## BMC Helix Remedyforce Reviews ### 1. BMC Helix Remedyforce personal experience review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 15, 2023 **What do you like best about BMC Helix Remedyforce?** What I like best about BMC Helix Remedyforce are the following key features: Ease of Use: Many users find BMC Helix Remedyforce to be exceptionally user-friendly. Its intuitive interface simplifies navigation and task execution, making it a breeze to work with. ITIL Compliance: BMC Helix Remedyforce is meticulously designed to align with ITIL (Information Technology Infrastructure Library) best practices. This alignment is highly valuable for organizations seeking to enhance their IT service management processes. Reporting and Analytics: The platform boasts powerful reporting and analytics tools. These tools empower users to gain valuable insights into their IT service performance, facilitating data-driven decision-making. Community and Support: One aspect I particularly appreciate is the strong support ecosystem around BMC Helix Remedyforce. The availability of a BMC user community and comprehensive support resources greatly aids users in troubleshooting issues and deepening their understanding of the platform **What do you dislike about BMC Helix Remedyforce?** One common challenge I have experience as users is the learning curve. For new users or administrators without prior experience with BMC products, there can be a learning curve in understanding all the features and functionalities. Another issue I have encountered is customization limitations. While the platform offers customization options, it may not support all the specific customizations that some organizations require. Integration challenges can also be a concern. Integrating BMC Helix Remedyforce with other existing systems and tools may require additional effort and resources. Additionally, users looking for robust mobile capabilities may find that the mobile app provided by BMC Helix Remedyforce has limitations compared to the desktop version. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** BMC Helix Remedyforce is a solution designed to address various common challenges in IT service management (ITSM) and help desk operations. It offers several benefits that I find particularly valuable in my role: One significant advantage is the platform's ability to streamline ITSM processes. This means that I can handle tasks like incident management, change management, and problem management more efficiently and effectively. As a result, we experience improved IT service delivery and reduced downtime, which benefits both our IT teams and end-users. Additionally, BMC Helix Remedyforce enhances incident resolution. It facilitates faster and more accurate incident resolution, which translates to reduced downtime, increased user satisfaction, and improved overall productivity for our IT teams and end-users. The platform also contributes to improving request fulfillment. It allows us to create and manage a service catalog, making it much simpler for end-users to request IT services and resources. This streamlines the request process, enhancing the overall user experience. Moreover, I appreciate that BMC Helix Remedyforce aligns with ITIL best practices. This alignment addresses the issue of inconsistent or ad-hoc IT processes, helping our organization establish standardized processes that enhance service quality and reduce potential risks. ### 2. Good tracking/ticketing system for employee/customers to use. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2024 **What do you like best about BMC Helix Remedyforce?** Tracking and reporting. Back up of history of requests. **What do you dislike about BMC Helix Remedyforce?** More options for uploading/attaching documents. More dashboard features would be nice. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Tracking and SLA timing. ### 3. BMC Helix Remedyforce Review **Rating:** 5.0/5.0 stars **Reviewed by:** Padhma M. | Machine Learning Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2023 **What do you like best about BMC Helix Remedyforce?** BMC Helix Remedyforce is a change and incident management software. The product can be customized as per institutional needs and the ease of flexibility and speed was incredible. **What do you dislike about BMC Helix Remedyforce?** There are latency issues with the product. Sometimes we would get logged out while using the product and it can take several minutes to log in again. The UI of admin console is not simple to use. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** A major part of my role was in infrastructure change management and incident reporting. This product was a crucial piece of my workflow. By integrating it with zOS, we were able to track incidents more efficiently and we were able to respond to critical incidents at a faster pace. Setting up custom alerts and notifications for admins by integrating it with Outlook was also easy. Creating, managing, and searching for new changes within the change management console is quite easy, even novice users can get started with very little training. The product has incident management, change management, and service requests all in one place which makes it further easier to process tasks. We could connect stakeholders across the entire organization to manage changes and requests as it enables us to move tickets from one queue to another without much hassle. ### 4. Efficient ITSM Solution with Automation Focus: A Review of BMC Helix Remedyforce **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about BMC Helix Remedyforce?** BMC Helix Remedyforce stands out compared to competitors due to its strong focus on automation, user-friendly interface, and robust integration capabilities. However, some users might find its initial setup and customization more complex than some of its competitors. It's essential to consider specific organizational needs and priorities when comparing it to other ITSM solutions. **What do you dislike about BMC Helix Remedyforce?** Based on user feedback, some users have mentioned that the initial setup and customization process of BMC Helix Remedyforce can be more complex and time-consuming compared to other ITSM solutions. Additionally, while the platform offers robust reporting and analytics tools, there might be a learning curve for fully utilizing these features effectively. Keep in mind that individual experiences can vary, and it's essential to assess how these potential drawbacks align with your organization's requirements. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** BMC Helix Remedyforce addresses several key challenges in IT Service Management. It streamlines ticket management and automation processes, leading to quicker issue resolution and improved operational efficiency. The platform's integration capabilities also promote seamless communication between different teams and systems, reducing silos. Additionally, its reporting and analytics tools provide valuable insights into service performance, aiding data-driven decision-making. By solving these challenges, organizations can enhance their overall IT service quality, optimize resource allocation, and ultimately improve customer satisfaction. ### 5. Amazing Tool for ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2023 **What do you like best about BMC Helix Remedyforce?** It is very well designed and helpful for ticket management as well as problem management. We use it daily and find it comfortable to use than any other ITSM in the market **What do you dislike about BMC Helix Remedyforce?** There are no demerits about this platform. It is near to perfect and highly necessary for our company to achieve our problem and ticket solving goals and analyse the ticket data **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Very helpful to solve every and any problem related to Ticket Management and problem management. It is the best ITSM tool that I have used. It also shows the data associated with any ticket and problem which helps us to analyse the data better ### 6. BMC Helix Remedyforce the best IT Service Management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Pranav K. | ServiceNow Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2023 **What do you like best about BMC Helix Remedyforce?** BMC Helix Remedyforce tool is the best tool which is a comprehensive and scalable and cost-effective solution. It is very good solution for Incident management, Change Management and Problem Management. **What do you dislike about BMC Helix Remedyforce?** NA - I dont have any dislikes to share.. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** It helped us to improve our IT Service delivery in solving the issues/ incidents and identifying the root cause of issues quickly. ### 7. Provide Advance Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Krishnakant Y. | Linux Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2023 **What do you like best about BMC Helix Remedyforce?** It helps to detect cluster of recurring incidents for intuitive analysis and streamlining of problems management and this is the most helpful. **What do you dislike about BMC Helix Remedyforce?** It has been uploaded to work within Helix technology. It now can be hosted in the cloud which the ux for BMC remedy is user-centric. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** It managed every incidents and work order and it helps to track and assign work to teammates. ### 8. It was a great experience **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham S. | Senior Technical Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2023 **What do you like best about BMC Helix Remedyforce?** It is delivered in cloud or on premises. It makes the power of AI, ML and automation accessible and affordable. **What do you dislike about BMC Helix Remedyforce?** Little on the expensive side. Solution needs to be more intelligent and usr friendly. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Helps in managing the escalation. Levels for approval can be easily tracked ### 9. Review for BMC Helix Remedyforce **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2023 **What do you like best about BMC Helix Remedyforce?** This product allows customization as per needs and has easy of use for users. It has good user interface. Most useful to manage incident, change and problem. **What do you dislike about BMC Helix Remedyforce?** Console is very old. It has been seen occasionally that it takes longer time to create ticket. Sometimes it can be time consuming when compared to other ITSM products. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** It is being used for ticketing purpose. Used for tracking and assigning work to colleagues. It becomes easier to send notifications and manage SLAs for priority and critical incidents. ### 10. Very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Swarup G. | Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2023 **What do you like best about BMC Helix Remedyforce?** It's simple fast and easy to understand, everyone can use BMC helix **What do you dislike about BMC Helix Remedyforce?** Should be more flexible, sometimes taking more time to create a ticket **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Its really easy to understand, its reduce project time and on time resolution ### 11. BMC Helix is Best tool that I used so far **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about BMC Helix Remedyforce?** Even non-technical people will find it simple to use and configure. **What do you dislike about BMC Helix Remedyforce?** The search functionality may be improved. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** BMC Helix - it works in the cloud to address a number of issues, including incident management, problem management, change management, service level management, and self-service portal. It can assist businesses in increasing customer happiness, cutting expenses, and optimising IT processes. ### 12. RemedyForce is now a Legacy Tool **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2023 **What do you like best about BMC Helix Remedyforce?** Remedyforce is useful for Incident, Change and Problem management. **What do you dislike about BMC Helix Remedyforce?** It's console is too old now. With the latest tools like service now, remedyforce is way behind. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** We are currently using it for Incident Management, Change Management and Problem Management. but soon we will be moving into Service Now. ### 13. Helix review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about BMC Helix Remedyforce?** It is a very easy to use ticket management tool. **What do you dislike about BMC Helix Remedyforce?** Nothing to dislike, it is very useful and easy to use. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Problem management and data analysis. ### 14. Review for Remedy **Rating:** 3.5/5.0 stars **Reviewed by:** Siddharth k. | Senior Developer, Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2022 **What do you like best about BMC Helix Remedyforce?** To start Remedy helps us to work on Incidents and Tasks that are assigned to us and it provides us with a priority which is very useful to work on the critical/high tickets first. **What do you dislike about BMC Helix Remedyforce?** Remedy User Interface does not provide a good impression and it is very slow in some cases. The remedy makes life difficult to work sometimes because it takes forever to load and we could not have multiple tabs too. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Remedy has recently upgraded related to tasks. But it needs more user-friendly updates which would be helpful. The major benefit for me would be using queue's which can be created with filters ### 15. 1# ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen K. | Manager - IT operations, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2022 **What do you like best about BMC Helix Remedyforce?** Its very easy to monitor support tickets and assign to support engineers. Also Advanced dashboards, reports and analytics **What do you dislike about BMC Helix Remedyforce?** Unnecessary mandatory fields in each ITSM module, make itslow **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Autogenerated tickets from support email makes easy to track and assign tickets and resolve all incidents on time ### 16. Good Ticket management Software **Rating:** 4.0/5.0 stars **Reviewed by:** Shishir K. | Deputy Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about BMC Helix Remedyforce?** I have been using BMC Remedyforce for tracking and reporting incident tickets from long time. The best part is that we don't need to switch between windows to update multiple tickets. It allows to open and track multiple tickets at same time. It also manages to integrate messaging via multiple channel like mail, skype etc. It make the work very productive. The only thing which i didn't like is that it has very outdated and slow UI. It feels like we are still working in Win XP era. Hope this will be resolved in future versions **What do you dislike about BMC Helix Remedyforce?** The worst part is that the UI is very poor. Some time it gets stuck as well. There is a desparate need to move to modern UIand make this product stand out in front of competition **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** It helps in IT service management across the organization. Any member facing any IT related issue can raise ticket on this SW and it gets routed to right support engineer to solve it. The best part is that we can create multiple rules so we need to provide very minimum effort for allocation of ticket as it gets auto routed to right user. It provides overall view on how is the ticket progressing ### 17. A good competitor to Service Now **Rating:** 4.5/5.0 stars **Reviewed by:** Nikhil Kumar S. | Solutions Architect and COE Lead, Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about BMC Helix Remedyforce?** Complete solution which not only includes ITSM feature but monitoring as well along with capacity planning, APM, Network and Server automation and many more. BMC has great flexibility when it comes to customization. **What do you dislike about BMC Helix Remedyforce?** BMC is still using some of the old technologies which had issues in past as well as there are some of products which did not worked in past but now they are bundled with Helix which should be worked upon rather than just re-labelling them. **Recommendations to others considering BMC Helix Remedyforce:** If you are a lover of BMC products and been using their products such as BMC BEM/BPPM, Truesight, Remedy etc then this is the tool for you. If you are also looking for an alternative of Service Now then again this is the tool for you. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** 1. Infrastructure Monitoring. 2. Network Monitoring. 3. Event Management and Event Intelligence 4. ITSM work flows 5. Capacity Optimization. 6. APM monitoring. 7. Automation ### 18. Comeback by BMC to compete with ServiceNow **Rating:** 3.5/5.0 stars **Reviewed by:** Harsimranjeet S. | Analyst-IT, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2022 **What do you like best about BMC Helix Remedyforce?** Advanced dashboards, reports and analytics **What do you dislike about BMC Helix Remedyforce?** Unnecessary mandatory fields in each ITSM module, make it bulky and slow. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** SLAs and related notifications are very useful to track high and critical incidents. ### 19. Comeback of BMC **Rating:** 4.0/5.0 stars **Reviewed by:** Rekha Y. | Development Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2021 **What do you like best about BMC Helix Remedyforce?** SaaS Platform, Itegrated products with new packaging, complete solution right from monitoring, analysis, ITSM and predictive. BMC has good trust build in customer good to see they come up with SaaS version of their products **What do you dislike about BMC Helix Remedyforce?** some tools are not improved as they were supposed to be in SaaS. They are just packaged with same feature gaps. With new version customers expect some improvement over the others which was not the case here. **Recommendations to others considering BMC Helix Remedyforce:** BMC is a stable product and old player in the arena of ITSM, Event Management and monitoring. If you are looking for one vendor, one tool solution then BMC is the one. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** End to End IT operations management. We are using BMC for Monitoring (Patrol), Event Management (Truesight) and ITSM (Remedyforce). We use BMC platform and products for preditive intelligence as well. ### 20. Incident, Change and Problem Management are fully covered **Rating:** 5.0/5.0 stars **Reviewed by:** Poli A. | ITP Payments Senior, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **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 **What do you dislike about BMC Helix Remedyforce?** UI can be improved, but it is not a big issue **Recommendations to others considering BMC Helix Remedyforce:** Best-practice aligned process automation with a simple, easy-to-uae experience. I totally recommend it. **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. ### 21. A comprehensive IT service management application **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Veterinary | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2021 **What do you like best about BMC Helix Remedyforce?** The dashboards layout for Reporting & Analytics **What do you dislike about BMC Helix Remedyforce?** Asset management is a little over complex **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Ease for servicing our end-users and ease of self service ### 22. Good and essential tool for ticketing purpose **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2020 **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 **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. **Recommendations to others considering BMC Helix Remedyforce:** Best ticketing tool which solves business purpose. This tool supports complex organisations as well **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 ### 23. BMC Remedyforce Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ing. A. | Ing. Senior de Clientes, Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2019 **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. **What do you dislike about BMC Helix Remedyforce?** Licenses should not be so expensive, so as to have several Resolving Users. **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. **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. ### 24. Managing made easy! **Rating:** 4.5/5.0 stars **Reviewed by:** Kushal S. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2019 **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! **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. **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. **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. ### 25. Highly Customizable, Old UI Makes It Hard to Navigate **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2019 **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. **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. **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. **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. ### 26. Remedy @ Work **Rating:** 4.0/5.0 stars **Reviewed by:** Shayne F. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2020 **What do you like best about BMC Helix Remedyforce?** Remedy makes creating and maintaining tickets easy **What do you dislike about BMC Helix Remedyforce?** Their documentation on the wiki can be out of date, or just flat out wrong. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** We are onboarding more and more of our user base to address multiple types of business needs ### 27. Excellent solution for all who want to make use of ITSM tool in a matter of weeks, not months **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2020 **What do you like best about BMC Helix Remedyforce?** Cloud environment, nothing to install, very little need for customizations **What do you dislike about BMC Helix Remedyforce?** UX could be better (more modern), support for project management (basic) is missing **Recommendations to others considering BMC Helix Remedyforce:** No need to look further, it has everything you need of ITSM tool, at the right price. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** ITSM process tracking (incident, problem, change, asset, ...) ### 28. a certainty like all BMC products **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2020 **What do you like best about BMC Helix Remedyforce?** easy to use and easy installation. UI very friendly **What do you dislike about BMC Helix Remedyforce?** nothing in particular, we have no problems **Recommendations to others considering BMC Helix Remedyforce:** none **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** at the moment we are using it for BI ### 29. Excellent Service Desk software with great capabilities! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2018 **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. **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! **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. **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! ### 30. BMC Remedyforce for Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2018 **What do you like best about BMC Helix Remedyforce?** 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 about BMC Helix Remedyforce?** 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 BMC Helix Remedyforce:** 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 is BMC Helix Remedyforce solving and how is that benefiting you?** 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. ### 31. Good platform for ticketing and asset management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about BMC Helix Remedyforce?** 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 about BMC Helix Remedyforce?** I personally don't care for much or use the 'Chatter' feature. This is most likely a personal preference vs a deficiency. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** We have built our CMDB using BMC Remedyforce. Allows us to better manage our assets. ### 32. Great ability to generate reports easily and completely customized processes **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel N. | Diseñador Web Lenguaje HTML5/CSS3, Import and Export, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2017 **What do you like best about BMC Helix Remedyforce?** Since RemedyForce was implemented in our organization, the ability to easily generate customized reports for the user stands out, allowing the use of reliable statistics to improve processes and achieve better customer support service. The wide variety of filters, report exports, and real-time dashboards make this feature one of the most notable of the tool. Another highlight is the ability to customize templates, workflows, notifications, and other useful processes for the organization, ensuring that the tool perfectly adapts to the needs of our company, rather than the company having to adapt to the tool. It is also important when choosing a product to consider after-sales and technical support, and with RemedyForce, we are confident of having a quick and efficient solution to each of the inquiries we make through BMC support, which offers support in Spanish, making the task even easier. The continuous improvements that adapt to user requests also make RemedyForce a highly recommended tool for your organization. **What do you dislike about BMC Helix Remedyforce?** They should add "restore points" for the application, as this would be very useful in terms of security. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** We have managed to make the ticket system more efficient, being able to adapt it completely to our requirements. ### 33. Works great but could be better **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2018 **What do you like best about BMC Helix Remedyforce?** 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 about BMC Helix Remedyforce?** 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 BMC Helix Remedyforce:** N/a **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Creating tickets, pulling tickets all IT related to support the employees in a corporate environment. ### 34. Straightforward IT Ticket Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2018 **What do you like best about BMC Helix Remedyforce?** Building on Salesforce allows easy report generation and users are in single environment consistent with other business apps **What do you dislike about BMC Helix Remedyforce?** The interface layout looks tired. Page layouts are bland and old looking but really no big deal. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** 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 ### 35. If you have Salesforce, you need Remedyforce for your IT teams **Rating:** 4.0/5.0 stars **Reviewed by:** Pauline M. | VP Enterprise Business Technology, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2016 **What do you like best about BMC Helix Remedyforce?** 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 about BMC Helix Remedyforce?** 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 BMC Helix Remedyforce:** Fast to implement. Does not require heavy admin. Flexible. If you know Salesforce, you can easily assimilate Remedyforce. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** 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. ### 36. Decent tool for task management **Rating:** 4.0/5.0 stars **Reviewed by:** Dmitry M. | Hands-on Development Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2017 **What do you like best about BMC Helix Remedyforce?** Nice to manage technical tasks via tickets and workflows, assigning tasks to particular person or whole teams. **What do you dislike about BMC Helix Remedyforce?** The UI is not very friendly: internal apps' tabs inside browser tabs and inability to select text. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** tracking IT related tasks and changes to infrastructure ### 37. Fast, Easy, and Access from anywhere **Rating:** 5.0/5.0 stars **Reviewed by:** Rick G. | Sr. Manager, GSIT Service Management Team, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2016 **What do you like best about BMC Helix Remedyforce?** 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 about BMC Helix Remedyforce?** The change approval groups and they interface with the "APP". **Recommendations to others considering BMC Helix Remedyforce:** 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 is BMC Helix Remedyforce solving and how is that benefiting you?** 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. ### 38. Remedyforce - Enterprise solutions for larger companies **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2016 **What do you like best about BMC Helix Remedyforce?** Cloud syncing across platforms. CS quick solutions. **What do you dislike about BMC Helix Remedyforce?** Upgrading is a bear. It took my entire team over a week to upgrade our systems. booo! **Recommendations to others considering BMC Helix Remedyforce:** Oracle **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** CS tickets. Quicker KB searches ### 39. Great tool and easy to adapt and implement. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2016 **What do you like best about BMC Helix Remedyforce?** While being on Salesforce, remedyforce is easy to adapt. **What do you dislike about BMC Helix Remedyforce?** Automating things on service request is difficult to implement since the service request UI is not highly configurable. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Reporting was a major problem we had in past and was able to solve it with remedyforce. ### 40. BMC Remedy Force **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** December 31, 2015 **What do you like best about BMC Helix Remedyforce?** Integrated with SaleForce for use as Service Desk solution **What do you dislike about BMC Helix Remedyforce?** Could be a little more end-user friendly when integrated with Sales Force **Recommendations to others considering BMC Helix Remedyforce:** Allow for some extra time to train employees who will be using RemedyForce. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Using as a help desk management tool. It's readily accessible and available through the internet ### 41. Not an ideal ticketing system **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2015 **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. **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. **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. **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. ### 42. My experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** January 13, 2016 **What do you like best about BMC Helix Remedyforce?** I like that it encompasses change problem incident inventory and everything can be associated **What do you dislike about BMC Helix Remedyforce?** Can be difficult to locate records of are not familiar 28th the product **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** One software for everything ### 43. Streamlined Troubleshooting **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2014 **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. **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. **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. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** IT needs across widely separated campuses. ### 44. Slow, inconvenient, no flow. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2014 **What do you like best about BMC Helix Remedyforce?** Availability to login from anywhere around the web. **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. **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. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** ICT Team incident management. Request fulfillment. ### 45. OK for admins, not very user-friendly **Rating:** 1.0/5.0 stars **Reviewed by:** Lindsay H. | Business Analyst, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2014 **What do you like best about BMC Helix Remedyforce?** Issue tracking & assignment, lookup features to connect issue submission to locations and users **What do you dislike about BMC Helix Remedyforce?** lack of advanced search features make finding submitted issues frustrating and time-consuming **Recommendations to others considering BMC Helix Remedyforce:** Explore other options if you want good issue search and a user-friendly interface **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** IT problems at a large public school ### 46. RemedyForce **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Philanthropy | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2014 **What do you like best about BMC Helix Remedyforce?** Built on ITIL best practices - and easy to implement. **What do you dislike about BMC Helix Remedyforce?** In the process of implementing - unknown dislikes at this time. **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** Service Management improvement in the organization ### 47. Remedyforce breaks when Salesforce run their upgrades **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** November 20, 2013 **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. **What do you dislike about BMC Helix Remedyforce?** support line and entry-level support not helpful **What problems is BMC Helix Remedyforce solving and how is that benefiting you?** case/incident management and transparency. none so far. ### 48. Who says the marquee tag is dead? **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** September 07, 2012 **What do you like best about BMC Helix Remedyforce?** Seemed like there was some potential to solve ITIL helpdesk problems. **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. **Recommendations to others considering BMC Helix Remedyforce:** Look elsewhere. ## BMC Helix Remedyforce Discussions - [What is the difference between BMC Remedy and BMC Helix?](https://www.g2.com/discussions/what-is-the-difference-between-bmc-remedy-and-bmc-helix) - [What is Helix BMC?](https://www.g2.com/discussions/bmc-helix-remedyforce-what-is-helix-bmc) - [What is remedyforce tool?](https://www.g2.com/discussions/what-is-remedyforce-tool) - [What is BMC Helix remedyforce?](https://www.g2.com/discussions/what-is-bmc-helix-remedyforce) - [View BMC Helix Remedyforce pricing details and edition comparison](https://www.g2.com/products/bmc-helix-remedyforce/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-18+09%3A48%3A44+-0500&secure%5Bsession_id%5D=ea05f4aa-e27f-48f2-a436-6a54f405eaaf&secure%5Btoken%5D=3fec14e70c97bbaa294c2003c3a15381b0d4c752f46ec4598fe08a403f0d22bd&format=llm_user) ## BMC Helix Remedyforce Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top BMC Helix Remedyforce Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) - 4.0/5.0 (267 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,293 reviews)