BMC Remedyforce

(19)
3.3 out of 5 stars

The IT help desk for the Social Enterprise. With cloud-based Remedyforce, you get out of the box ITIL incident management, self service, inventory management, change management, and problem management processes. Built on the proven Force.com platform.

Work for BMC Remedyforce?

Learning about BMC Remedyforce?

We can help you find the solution that fits you best.

BMC Remedyforce Reviews

Ask BMC Remedyforce a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • Industry
Ratings
Company Size
User Role
Industry
Showing 19 BMC Remedyforce reviews
LinkedIn Connections
BMC Remedyforce review by Daniel N.
Daniel N.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

Sign in to G2 Crowd to see what your connections have to say about BMC Remedyforce
BMC Remedyforce review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

What Service Desk solution do you use?

Thanks for letting us know!
BMC Remedyforce review by Pauline M.
Pauline M.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

BMC Remedyforce review by Rick G.
Rick G.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

BMC Remedyforce review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"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 business 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

BMC Remedyforce review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

BMC Remedyforce review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"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 business 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.

BMC Remedyforce review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"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 business 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.

BMC Remedyforce review by Dmitry M.
Dmitry M.
Validated Reviewer
Review Source

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

tracking IT related tasks and changes to infrastructure

BMC Remedyforce review by User in Government Administration
User in Government Administration
Validated Reviewer
Verified Current User
Review Source

"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 business 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

BMC Remedyforce review by User in Education Management
User in Education Management
Validated Reviewer
Verified Current User
Review Source

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

IT needs across widely separated campuses.

BMC Remedyforce review by Administrator in Pharmaceuticals
Administrator in Pharmaceuticals
Validated Reviewer
Verified Current User
Review Source

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

ICT Team incident management. Request fulfillment.

BMC Remedyforce review by Industry Analyst / Tech Writer in Hospital & Health Care
Industry Analyst / Tech Writer in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

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

CS tickets. Quicker KB searches

BMC Remedyforce review by Lindsay H.
Lindsay H.
Validated Reviewer
Verified Current User
Review Source

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

IT problems at a large public school

BMC Remedyforce review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"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 business 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.

BMC Remedyforce review by Executive Sponsor in Philanthropy
Executive Sponsor in Philanthropy
Validated Reviewer
Verified Current User
Review Source

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

Service Management improvement in the organization

BMC Remedyforce review by Administrator in Government Administration
Administrator in Government Administration
Validated Reviewer
Review Source

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

One software for everything

BMC Remedyforce review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

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

case/incident management and transparency. none so far.

BMC Remedyforce review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Review Source

"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.

Kate from G2 Crowd

Learning about BMC Remedyforce?

I can help.
* We monitor all BMC Remedyforce reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.