BMC Helix Remedyforce vs. ManageEngine ServiceDesk Plus

[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.

Incentivized

The cost for what you get is very good.

The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.

Incentivized

• Restrict catalogue items based on the business unit.
• Helps us display only those services or applications used by a particular business unit, instead of a huge list of services used across the group.
• Ability to approve or reject a service request or change request via email.
• Given that a large number of our user base is mobile, this feature helps the business make quick decisions on IT requirements.
• Search option in the catalogue.

• It's very simple to submit and handle ticket for both user and Engineer.
• Set some customize template for intent replay or job done reply.
• SLA management is the good option to maintain workflow.
• There is solution option where user can resolve their common issues.

Incentivized

• The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
• Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
• Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.

• When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
• Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
• When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

Incentivized

The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself

Incentivized

we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

Incentivized

It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.

Incentivized

They care about your success.

Incentivized

Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.

Incentivized

Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.

Incentivized

I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.

No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.

Incentivized

• A decrease in the amount of time a ticket is worked on.
• More involvement and collaboration around things which could be better in Remedyforce.
• Ease of use in the system allows any user young or old to be able to create tickets.

• It has provided better visibility to upper management in terms of the scale of the workload of the IT department
• It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
• It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Incentivized