BMC Remedyforce [EOL] vs Cherwell Service Management comparison

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and Cherwell Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
768,924 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily.""It's a stable solution.""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 flexible.""Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training.""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.""Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."

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"All our activities are carried out in the one place.""The dashboard and the reporting functionality are the solution's most valuable features.""The dashboard is very useful to get a quick overview of current tasks.""Clear processes with transparent responsibilities led to more efficiencies within the teams.""Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management."

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Cons
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet.""The setup was somewhat complex as it seemed there were three ways to do the same thing.""The ease of customization needs improvement.""The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.""There should be some tool to move SRD and SLA from the sandbox to production.""My team finds the search options and the user interface to be really cumbersome.""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.""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."

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"Application service mapping, GRC, SecOps, and things like that need improvement.""The stability, specifically in the on-premises deployment model, could be improved.""Access is only available if we're on VPN.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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Pricing and Cost Advice
  • "BMC Remedyforce is extremely reasonable when talking about licensing costs."
  • "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."
  • "My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."
  • More BMC Remedyforce [EOL] Pricing and Cost Advice →

  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

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    Questions from the Community
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    Top Answer:All our activities are carried out in the one place.
    Top Answer:We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to… more »
    Top Answer:We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.
    Ranking
    Unranked
    In Help Desk Software
    19th
    out of 59 in Help Desk Software
    Views
    1,300
    Comparisons
    653
    Reviews
    1
    Average Words per Review
    477
    Rating
    9.0
    Comparisons
    Also Known As
    Remedyforce
    Learn More
    Overview

    BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

    Built with speed and flexibility in mind

    • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
    • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
    • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
    • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
    • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
    Sample Customers
    Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
    Ausenco, Highlights for Children, B/E Aerospace
    Top Industries
    VISITORS READING REVIEWS
    Comms Service Provider15%
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    VISITORS READING REVIEWS
    Educational Organization53%
    Government11%
    Computer Software Company6%
    Healthcare Company3%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise31%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise11%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business9%
    Midsize Enterprise59%
    Large Enterprise32%
    Buyer's Guide
    Help Desk Software
    April 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: April 2024.
    768,924 professionals have used our research since 2012.

    BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews. BMC Remedyforce [EOL] is rated 7.8, while Cherwell Service Management is rated 7.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Remedyforce [EOL] is most compared with , whereas Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM.

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