Remedyforce - IT Service Management and Help Desk

Great ITSM Solution

Remedyforce is a great ITSM Solution that follows ITIL standards, if you are familiar with ITIL setting things up on Remedyforce should be easier for you.

Great ITIL based ITSM solution

We implemented Remedyforce as an ITSM cloud solution for our global IT team. It provides all ITIL objects/fields (Incident, Service Request, Problem, Change, Release, Self Service Portal , Mobile, etc). A mobile app is included. As a cloud solution, you get regular releases. It is a great solution!

Fantastically reliable and amazingly adaptable tool

I have been using and administering Remedyforce for a number of years now and out of all the ITSM tools I’ve used this is by far my favorite. Not only is it reliable, easily accessible and super flexible, it’s surprisingly easy to configure. It can fit all shapes and sizes, from IT, to HR, to… well the most obscure departments you can possibly think of. It has become such a popular tool in our organization that week on week there is a new team that wants to be onboarded. The BMC community and support are knowledgeable and have always aim to deliver me the right answer. Personally, I find that it’s great that they listen to there users and based on feedback and suggestions, they go away and further develop the tool and so the best just gets better.

Great Service Management Tool

I have been working with Remedyforce for a number of years now, alongside other service management tools and if you are looking for a forward looking, reliable solution with excellent support then give this a try. Split into the standard modules of Incident, Service Request, Change, Problem and Releases it provides you with a framework and if you wish example data and structure to get you up and running quickly. However if you wish you are in control of workflow, assignment rules, notifications and agent views. BMC is known for its Configuration Management Database (CMDB) and you get this included with Remedyforce which is a massive bonus. The customer Self Service interface is intuitive and easy to deploy and use. Utilising the Salesforce reporting, dashboard and other capabilities mean that this product is constantly evolving and the 2 releases a year always include enhancements that customers have asked for.

Trustable tool with many nice features

Remedyforce is so much more than a powerful ITSM tool. It has showed tremendous value for our organization. We use it as a full-blown Enterprise Service Management tool to manage requests for multiple teams as besides IT, Remedyforce is adopted by several business units like HR, Sales and business support units. It's easy to manage and to use and since Remedyforce is built on the Salesforce platform, we benefit of the best of both world.

Remedy Force

Remedy Force is a very performant tool which help us during last 6 years !! A very complete and usefull SaaS tool. It is more than 100 % reliable ! I can't remember an outage on this tool ! Processes are well think and the administration is easy and inuitive. The best tool of this middle market range !

Remedyforce is a great tool

Our organization has had BMC Remedyforce implemented for around seven years as our service management tool. We use Incidents, Service Requests, Problems, Change Requests, and Tasks within the Remedyforce Console and utilize Remedyforce Self Service. We are overall satisfied with Remedyforce. Whether it is a staff or client user, Remedyforce is a straightforward and easy tool for an end user to use. As a Remedyforce admin, configuring features is usually easy to understand and to put in place. The BMC Communities is a great resource to ask questions, post and vote on ideas, and get other miscellaneous product information; BMC representatives are usually engaging and timely with their replies on the site if they are asked a question. Also, the BCM documentation on this site has served us well over the years as we can usually find what we are looking for there. One minor complaint would be with how the ideas/enhancement section of BMC Communities was operated, but our BMC BRM has communicated to us that this is being overhauled and will be improved soon to have more communication and transparency for when ideas are reviewed and put into a planning cycle. Our main complaint (which puts this at a 4-star review vs. 5) comes with having to have salesforce be involved. If you experience an issue or think of an enhancement and either would rely on a salesforce change, you might as well forget it. It laughable how long a salesforce idea, that would benefit a Remedyforce customer, will sit on the salesforce idea site and never be looked at…most of the ideas we vote on get close to or are over a decade old. We feel that Remedyforce is treated just like any other app by salesforce and salesforce ideas need an unusually large number of votes to even be considered, exponentially more that on the BMC Communities site. It is frustrating to be working with Remedyforce on an issue and to hear “This is a salesforce issue/limitation and there is nothing we can do”.

Altogether a great tool for managing IT and other processes

Been working with the ITSM Tool BMC Helix Remedyforce for three years now and since the tool has developed a lot! It has all the basic features that you need for running your IT services effectively, such as objects for all ITSM processes, CMDB, self-service portal, SLAs and OLAs, broadcast and service health features to keep the end users informed about IT issues and many others. In addition, interactive reporting and dashboard functionalities from Saleforce. It also has some basic data analytics and automation, such as suggesting recently used knowledge articles based on ticket description etc. Altogether it's a great tool for managing IT processes and why not even other supporting processes like HR process. Also, it has APIs for integrating with many other tools, a mobile app and chatbot which can be purchased separately. BMC is developing the tool continuously and I bet that in future, it will have even more data analytics and automation.

Fantastic tool

We have recently introduced this product to our company and i must say the capabilities are endless. It is very modern, stylish and reliable. We have also received great support in configuring the Tool to meet our business needs and would recommend this product without a doubt.

Nice Product

Configured and customized this application for various clients across the globe. It's very easy to configure all ITSM modules and customization is always flexible since it's on the force.com platform.