2017-12-28T11:03:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What needs improvement with BMC Remedyforce?

Please share with the community what you think needs improvement with BMC Remedyforce.

What are its weaknesses? What would you like to see changed in a future version?

11
PeerSpot user
11 Answers
SK
Information Security Analyst at a computer software company with 10,001+ employees
Real User
Top 10
2021-05-20T18:37:17Z
May 20, 2021

My team finds the search options and the user interface to be really cumbersome.

Search for a product comparison
AM
Executive Director at Broadridge Financial Solutions, Inc.
Real User
2020-11-25T20:15:36Z
Nov 25, 2020

At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it. The look and feel is very dated. The new employees who are joining us are coming in with a customer-like experience from the world of big tech. When they come in and then they start experiencing these products, these products are fairly dated in terms of the UI and are very clunky. Those are aspects that definitely can be improved. They may have made those improvements in newer versions. I haven't had the opportunity to use them yet. I have just done the analysis and it's been deployed in some parts of the organization, however, I believe that that was one of the big problems that we had with these system tools. The solution basically needs tighter integration with some of the other products that we use. It requires greater flexibility with generating the reports. All the reporting capabilities are limited right now.

Shaun Blagdon - PeerSpot reviewer
Chief Technology Officer at a tech services company with 201-500 employees
Real User
2020-08-23T08:17:14Z
Aug 23, 2020

The ease of customization needs improvement. From an administrator's point of view, it is difficult to customize and could be simplified.

SW
Principal Solutions Architect at a tech services company with 51-200 employees
Real User
2020-08-13T08:33:48Z
Aug 13, 2020

The customer service management (CSM) features are in need of improvement. I would like to have a cloud-based service portal.

ML
Manager at a manufacturing company with 10,001+ employees
Real User
2020-03-05T08:39:44Z
Mar 5, 2020

The monitoring system could be improved. It would be helpful if the solution was more open-source so that there is more community content available. 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 is quite complex, and because of this, you need assistance from BMC for implementation and often for troubleshooting as well. We don't like this kind of situation. We want to be able to know how to use the solution completely and handle everything in-house. However, you tend to have to rely on BMC. Only they know the details of the product. The solution shouldn't just cater to IT departments. We also use it with HR and it would be helpful if the solution offered a few more HR-focused features.

MF
Business analyst / Consultant at a consultancy with 1,001-5,000 employees
Consultant
2020-03-03T08:47:00Z
Mar 3, 2020

I don't like the product at all. 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 solution needs a mobile interface. It should be able to work faster and be more responsive. Right now it's clunky and slow. It takes ages and because of the lack of speed, it can get really annoying to use. It would be helpful if the solution offered features related to asset management on the financial side. They need some functionality that would allow the company to calculate the total cost of ownership of a state. There should be some sort of license management functionality in order to manage their land and the life cycle easily.

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Adnan Naseem - PeerSpot reviewer
Jr Software Consultant at a tech services company with 201-500 employees
Consultant
2020-02-16T08:27:37Z
Feb 16, 2020

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.

SV
Service Assurance Manager at a comms service provider with 10,001+ employees
Real User
2020-01-27T06:39:00Z
Jan 27, 2020

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.

JP
OS3 Product Development Lead at a comms service provider with 11-50 employees
Real User
2020-01-15T08:04:00Z
Jan 15, 2020

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.

Abdullah_Smadi - PeerSpot reviewer
Business Unit Manager at Magnoos Information Systems
Real User
2019-10-27T06:19:00Z
Oct 27, 2019

Of course, there are features that can be added, improved and enhanced in any product. I would like to see the CMDB feature include federation in the consideration engine. That would be the number one enhancement I would like. Number two, enhance the change management module by including a calendar. They should also create and include an impact analysis engine. They don't have an impact analysis engine right now. But if you notice these features like change management are more related to big organizations. BMC wants to keep it this way. BMC has trillions of dollars they could put into research and development to add features. They envision Remedyforce for medium to small companies and it is their market. Our Ferrari product is for large, enterprise organizations. So, if they enhance the change management in Remedyforce, they will be making the products similar to other products. Eventually, the client will wonder why they are offering the same product with more than one name. It would be like basically having the same product but for cheaper pricing. It doesn't make sense. They want to offer different products and enhance some type of distinguishing advantage of each. They want products to appeal to different market segments because they want to capture all of the marketplaces. It is as simple as this.

it_user794739 - PeerSpot reviewer
Consultant at a tech services company with 501-1,000 employees
User
2017-12-28T11:03:00Z
Dec 28, 2017

* 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.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
May 20, 2021
How do you or your organization use this solution? Please share with us so that your peers can learn from your experiences. Thank you!
2 out of 9 answers
Abdullah_Smadi - PeerSpot reviewer
Business Unit Manager at Magnoos Information Systems
Oct 27, 2019
My primary use case for Remedyforce is for clients who do not have a requirement on the CMDB (Configuration Management Database). When I'm talking about a requirement, I'm talking about things like federation and reconciliation requirements. This gap is one of the reasons I started looking at Remedyforce as a potential solution. The second reason for choosing this is when the client size is medium to small — not truly enterprise. Medium-sized companies in my view means that the support staff is around 10 to 30 members. That is just the number of support staff, not end-users. There should also be about 50 to 100 servers. A third component is when there are no critical integrations — we call them huge integrations. There are two kinds of integration. First, there is very straightforward integration where I need to connect to an active directory and, for example, read the people detail. The second is more complicated integrations. For example, a client might ask to do provisioning on the active directory, or they may want to do updates like bidirectional integration. Remedyforce is not built for this type of thing. The product as of yet was not built to handle complex requirements. When it comes to complex requirements, we have to be honest with the client. It is as if they buy a cheaper car and try to make it into a Ferrari. We have other remedies for this situation, Helix Remedy. It is a Ferrari. Remedyforce is not the Ferrari.
JP
OS3 Product Development Lead at a comms service provider with 11-50 employees
Jan 15, 2020
Since it's a built application based on Remedy, we use it for Telcos. It's an application developed for telecommunications companies.
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Nov 25, 2020
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 5 answers
Abdullah_Smadi - PeerSpot reviewer
Business Unit Manager at Magnoos Information Systems
Oct 27, 2019
This product is very inexpensive. It is subscription-based on yearly contracts. 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. You know that a five years subscription is one hundred thousand dollars for five years using all this functionality.
JP
OS3 Product Development Lead at a comms service provider with 11-50 employees
Jan 15, 2020
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.
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