BMC Remedyforce

(18)
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.

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BMC Remedyforce Reviews

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BMC Remedyforce review by <span>Daniel N.</span>
Daniel N.
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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 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.

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BMC Remedyforce review by Administrator
Administrator
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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 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 <span>Pauline M.</span>
Pauline M.
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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 <span>Rick G.</span>
Rick G.
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Verified Current User
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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 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
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Verified Current User
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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 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.

Kate from G2 Crowd

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