We performed a comparison between BMC Helix ITSM and BMC Remedyforce [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has the power to automatize several different tasks in the ITSM world."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The product's initial setup phase was easy."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"We have seen year over year customer satisfaction improvement for the last five years."
"An inexpensive solution that is easy to set up and use without much support."
"The stability is good. There are no bugs."
"The feature that we like best is the stability of the product."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The solution is very good at integrating systems."
"The reporting is very good and you can do incident matching."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The interface and customization are the solution's most valuable features."
"The dashboard can be better."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Some parts of the solutions are using the old interface."
"Log in process is unnecessarily complicated."
"The solution's technical support is in need of a lot of improvement."
"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."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"They need to make it possible to more easily customize the user interface."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews. BMC Helix ITSM is rated 8.0, while BMC Remedyforce [EOL] is rated 7.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas BMC Remedyforce [EOL] is most compared with .
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