We performed a comparison between BMC Remedyforce [EOL] and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"An inexpensive solution that is easy to set up and use without much support."
"BMC Remedyforce is a good tracking service in general."
"The stability is good. There are no bugs."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"It's a stable solution."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"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."
"The strength is its pricing. It is easy to use."
"The most valuable feature is the ticketing system which is working well."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"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."
"The solution's technical support is in need of a lot of improvement."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"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."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"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."
"The documentation could be improved."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The solution does not have an automated approach to integration with other ManageEngine products."
"We'd like to have more integration into other platforms."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"The service delivery could be improved."
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BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Remedyforce [EOL] is rated 7.8, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Remedyforce [EOL] is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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