BMC Remedyforce [EOL] Reviews

We primarily use the product for our banking solution. I use it as a way for customers to open their tickets and resolve problems that are related to their banking, both internal and external.

The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.

The solution offers the best ticketing incident regiment as well.

The solution's technical support is in need of a lot of improvement.

The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high.

The solution needs to have more documentation.

I've only been using the solution for about five months.

Although the solution is still quite new for me, I have noticed that it contains a few glitches and bugs, so I wouldn't say it is 100% stable.

I've found the solution to be scalable. I don't think an organization would have trouble scaling.

There are two or three other people using the solution in my organization, so there are three companies that currently use Remedyforce.

We've dealt with technical support in the past and have not been satisfied with the level of service that was provided to us.

The initial setup isn't straightforward or complex. It's quite ordinary. it's what you would expect.

I can't recall how long it took to install the solution or deploy it. I believe it took a couple of weeks. We spent a lot of time with some on-premises work.

We used a supporting consultant that helped us implement the solution at our organization.

The solution is costly. I'm not sure of the exact costs, however. I'm sure that the solution is more expensive than competitors such as ManageEngine.

I'm unsure if we evaluated another solution before choosing this one.

I'd warn others that when it comes to implementing Remedyforce, they should be aware there may be fees involved.

I'd rate the solution seven out of ten. If they had better documentation and better technical support, I would rate them higher.

The interface and customization are the solution's most valuable features.

The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.

The solution should introduce more AI and more automation. It would be an overall benefit to the product as a whole.

I've been using the solution for the past three years.

The solution is stable. Right now, the solution is quite customized. Upgrading will take a bit of planning on our part.

In terms of scalability because of our own existing infrastructure and our own unique support model, it's bit difficult. It's a challenge we're facing currently. Right now, we're wondering if we should continue with this solution or move over to ServiceNow, which may make scalability easier for us. ServiceNow is on the cloud. We're looking at options and whether we need to move onto the Helix platform before moving everything into BMC ITS and then migrate back and move all of the integrations to Diago.

Currently, we have in the ballpark of 5,000 users.

We've been satisfied with technical support. We haven't come across any bottlenecks in the service provided. 

The solution was a bit complex to set up. For us, we needed a legacy tool integration. It was not about the tool itself. Since we hold a legacy system, we have to manage it and getting integrated with those legacy systems was a major coup for us. It still took us a long time to integrate everything. We had more than 20 in all, in terms of legacy systems. We wanted to integrate all of these into one platform, and the ticketing platform was BMC Remedy.

We had a partner that assisted us with the implementation.

I am an internal auditor, so I cannot reveal much information in terms of my current organization's structure.

I'd strongly recommend the solution to others. I'd rate it nine out of ten.

Since it's a built application based on Remedy, we use it for Telcos. It's an application developed for telecommunications companies.

They're only just beginning to use less API now on version 19.08, and they need to include more high-end technology, different languages, the kinds of things they haven't yet included in the product that could improve it. 

Additional features they could include would be to improve the content with better technologies, higher-end technologies, that kind of thing. The interface could be improved, I'd want the developers to work on that as it would allow more flexibility.

It is stable. 

Customer support is fine. 

The cost is quite high but since they are one of the big four companies for this type of development platform, I think the price is okay. But I'm not the right person to talk because I'm not a CEO.

I would rate this product an eight out of 10. 

We are using BMC Remedyforce for IT, as well as for the HR service desk of our company for the last two years, effectively.

ITIL best practices and smart practices are efficient in calculating the performance of services provided. 

• Incident management
• Change management
• Service request management
• CMDB
• Configuration management
• Dashboards
• Analytics
• Chat

• There should be filtered criteria, like workflow rules, in service request conditions.
• There should be some tool to move SRD and SLA from the sandbox to production.

• Incident Management
• Request fulfilment
• Problem Management

Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily.

Remedyforce offers good reporting capabilities. Getting the right information is the key to understanding and improvements.

• Improve the out-of-the-box ITIL compliance, which would be great for new customers.
• More flexible ways to change the existing configuration would benefit existing customers.

As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet.

We migrated various solution to Remedyforce for the purpose of standardization.

We used several vendors. Not all their solutions were developed to be future proof.

It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased.

This information is not available to me.

Remedyforce is a good tool, but lacks out-ot-the-box functionalities. Planning ahead can save a lot of money and effort.

BMC Remedyforce is our incident/problem/change management system which manages all client reported issues full circle from the first call incident reporting, managing identified problems, and tracking and approval for all changes going into our production systems. We also use Remedyforce Self Service as our primary (internal) support ticketing system.

Prior to Remedyforce, our company did not have a software package to manage all items related to issues and changes happening in our production environments. Along with a new Change Management Policy, Remedyforce quickly became our go-to for managing all documentation related to IPCM.

There are many advantages that we have found with Remedyforce, one of which is the record linking functionality. This allows us to look back at (for example) a previous release of our software to view everything that happened during that release. The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way.

In the background, there are limitations with what the automation can/cannot do (i.e., flows will error after looping through a 100 records). With a complex system that contains sometimes 100s of linking records, this causes issues with current workflows that we wish were not limited.  

No.  

Personally, I thought the setup was somewhat complex. That may be due to our company's various workflows that we needed to take into consideration, but it seems that between *Flows *Process Builder and *Validation Rules", they were tough for us to wrap our heads around as it seemed there were three ways to do the same thing.  

Both. We had a consultant work with our project team on the build and implementation. Our in-house expert knew more than our consultant did, which got to be very frustrating when the consultant would not listen to our suggestions (he didn't listen very well).

BMC Remedyforce is extremely reasonable when talking about licensing costs.  For an entire IPCM system and Self Service ticketing system, you can't get much better.

If our company did, I was not employed here at that time.

Remedyforce is our company's incident, change, problem, and release management platform. 

Remedyforce has greatly improved our company's ability to accurately track and create new records. Incidents can be opened in the console, through email, and from the Self Service Portal. 

The console offers a clean UI for managing records and maintaining a history for each record. We find our staff is able to quickly jump into Remedyforce and understand the tool with minimal training. 

The tool is not missing any major features. A customer could benefit from additional Service Portal development.

No issues. Uptime is very strong.

No issues.

Our company had previously used BMC Remedy 7, and it had became very outdated. It was also unfriendly to customize. 

The cost may be higher, but it is backed up by the great product and superb customer service. Licensing should be reviewed and understood before making the purchase.

We looked at the latest version of on-premise Remedy. 

Make sure BMC Remedyforce offers what you are looking for, and if it does, I highly recommend it to companies looking for a great ITSM tool.