BMC Remedyforce [EOL] Reviews

Our team uses this solution as a ticketing system — we use it to track tickets.

BMC Remedyforce is a good tracking service in general.

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

I have been using this solution for six months.

Although I am not familiar with all of the features, overall, on a scale from one to ten, I would give this solution a rating of seven. 

We are using this solution to track incident management, problem management, and change management.

BMC Remedyforce is quite powerful. 

The reporting is very good and you can do incident matching.

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

We have been using BMC Remedyforce on and off for about 20 years.

Remedyforce is a product that I can recommend to others.

I would rate this solution a seven out of ten.

• 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.

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.

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.

We use Remedyforce for our IT helpdesk. For our internal users, it keeps track of incidents.

We are also a system integrator and this is one of the products that we implement for our clients.

The feature that we like best is the stability of the product.

The performance is good.

The customer service management (CSM) features are in need of improvement.

I would like to have a cloud-based service portal.

I have been working with BMC Remedyforce for seven years.

The stability is very good.

Remedyforce is pretty much scalable. We have about 4,000 employees who use it in our organization.

We have a premium support contract and it has been good for us. Whenever we raise an issue, they are responsive and help us.

We did use a different solution prior to BMC Remedyforce, but we switched because it wasn't easily customizable and we had trouble onboarding it. Basically, Remedyforce is a more powerful product.

The installation is easy. However, configuring the tool around the processes can be complex.

We have our own team of technicians who took care of the implementation, deployment, and maintenance. Five people were required to complete the deployment, while maintenance is handled by three. 

We are currently looking to upgrade our environment to a SaaS-based solution. The replacement for this solution, BMC Helix, is one that we are trying.

This product has now been deprecated and is no longer available for sale, so I cannot recommend that other people use it. They have been offering the smaller BMC Helix and we are currently evaluating that as a replacement.

I would rate this solution a seven 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.