BMC Software Remedyforce Review

Product Snapshot

Product Pricing

$79 per user per month

Technology

Platform is built on SalesForce technology, a leading Cloud platform for SaaS applications and is delivered via the Cloud, eliminating the hassle and cost of on-site installations.

Customer Focus

Vendor is designed to fit the needs of any sized company, from the small business to the enterprise.

Select Customers

Yakult, Pervasive Software, Lumen 21

View Vendor's Product Page

About Remedyforce

Remedyforce is the leading ITIL-compliant IT help desk solution that is delivered on the Cloud. The platform was built by two leaders in their respective industries–BMC Software and Salesforce.com–to provide an IT help desk solution for the social enterprise.

The software can help businesses deliver better and faster IT help desk support at a lower cost though its cloud-based, social platform. By utilizing the platform, businesses can enjoy the benefits of easy usability, improved agent productivity, and enhanced responsiveness.

About the Company

BMC Software delivers a wide range of IT management solutions that help their customers reduce risks, lower costs, and improve business performance. BMC Software is focused on building software to improve the efficiency and value of IT. Serving more than 15,000 customers around the world, BMC Software delivers comprehensive solutions to address your critical IT needs.

Remedyforce Key Features

Incident & Problem Management

Leverage pre-configured, ITIL-compliant processes for higher productivity and responsiveness across IT support needs

Change Management

Use an integrated change management schedule to minimize disruptions

Service Level Management

Improve the creation, management, and measurement of Service Level Agreements, Operating Level Agreements, and Underpinning Contracts with just simple data entry into the system

Configuration Management (CMDB)

Visually map relationships between IT assets to quickly find the origin of any problem
Minimize disruptions and downtime by running an integrated impact analysis before starting any fixes

ITIL-Based Best Practices

Run ITIL-compliant processes for self-service, help desk, inventory and change management

Self-Service Portal

Reduce the number of service calls
Provide users with an extensive knowledge base
Minimize labor-intensive fulfillment processes and off-load repetitive tasks to reduce service costs

Mobile Access

Let users send their requests through multiple channels, such as through mobile devices, email, or the web

Chatter

Find the best answers from teams across locations
Read and post best practices and solutions

Remedyforce Screenshots

Remedyforce Videos

Pros

Remedyforce uses a clean and intuitive interface that makes it easy to adopt and use the solution. Companies can also easily customize the interface with drag-and-drop capabilities.
With built-in ITIL processes and instructions, IT help desk agents can easily follow best practices with Remedyforce.
Remedyforce is easy to install and use and includes automatic back-up, maintenance, and upgrades.
Some customers who have implemented Remedyforce have seen first-call resolution rates improve by up to 90% and wait times reduced from 5 minutes to 45 seconds.

Cons

Remedyforce can be an expensive solution to some who would prefer a stand-alone solution that is not tied to Salesforce.com.

Overall

Remedyforce is a comprehensive IT help desk solution that serves as the single point of contact to both the IT team and users. Remedyforce combines the strength of two market leaders–Saleforce.com’s SaaS platform and BMC’s service management leadership–to deliver a product that can improve IT help desk productivity. For businesses looking for a powerful IT service management solution or to extend their Salesforce.com applications, Remedyforce may be the right answer for their needs.