Remedyforce Software

We've been using Remedyforce for two years now. Our Customers and Techs keep find easy to use, ease to access and it has become a product they all depend on. Our initial set-up from software download to Production rollout was less then 90 days ! We are still finding innovative ways to use Remedyforce for our Customers needs. Remedyforce has proven to be a very successful and dependable tool !

We use Remedy for our ticketing system in my IT department. This is the one system I am in and out of all day. There have been upgrade periods that have been a bit painful to get through but other than that the product is great for what it is intended to do. It is easy to navigate and has a lot of features that I do not necessarily use often but enjoy having the options. I have noticed that there are several ways to do the same thing, which is nice but could be confusing to an end-user who is not tech-friendly. Overall I like Remedy and would recommend it to others as an effective product for a ticketing system.

Pros

Easy to use, lots of features

Cons

different web browsers changes appearance/features

Likes Best

I would recommend this product. We have had no issues with it and it is a great way to track requests and processes.

Likes Least

That I do not have an understanding of it's full scope. I use it on a very limited basis and feel like it could be incorporated more.

Recommendations

Make sure that you do not have other existing programs that offer this same service and to fully understand it capabilities.

Likes Best

Easy to customized and fast to work with software. Salesforce gives you all security and support you need on a cloud base solution. Remedyforce is fully alligned with ITIL processes and could be implemmented just following the easy templates included in the solution.

Likes Least

I miss the chance to create new proyects within the product. Remedyforce is not yet certified by Pink Elephant in any ITIL processes even thought you can implement them, and It would be great if we could get this SW on premises as well.

Recommendations

Remedyforce is a fully alligned HelpDesk SW with ITIL best practices, and the combination of Salesforce and BMC is a strong win-to-win.

Likes Best

Remedyforce brings the processes of ITSM to the force.com platform. With all of the data on a single platform, you can eliminate the black hole that typically exists between your Customer facing service/support teams and your dev Ops/IT teams. Easy to implement and very flexible, and simple to roll-out because for teams already using Salesforce, there is no new interface to learn, it is simply a new tab on their desktop.
Remedyforce has all of the components of a strong ITSM tool - Incident mgt, Service Requests, Change Mgt, Problem mgt, CMDB, workflows, etc.
Since it is built on the force.com platform, your developers and administrators can support both systems, no need to bring in another skill set which simplifies your support and ongoing development of the tool.

BMC is a great partner who has been in this space for years. They are not just a vendor, but work with you as a partner to share their insights, with continuous enhancements via the Saas platform. If you have an IT challenge, they can leverage their vast knowledge of this space to get you an answer.

Likes Least

There are some products on the market that have a few more whistles and bells, including some of the other premise based BMC products.

Recommendations

The ROI on this tool is strong if you are using Salesforce as your CRM platform. The tool has great capabilities and you don't have to hire an army or bring your team up on another set of tools to leverage all this has to offer.

Likes Best

It is based on the very widely used BMC ITIL practices. It makes us of Salesforce technologies which lets you distribut this product very easily and connect with your existing customer base.

Likes Least

This product has served all the functions very well. nothing comes to my mind as i don't like about the product.

Recommendations

Some recommendation would be
1) Look for something which can be easily configured / extended as per various business process
2) Something that does not require much of technology training to the support staff
3) Also the support given by the user community can also be a very deciding factor that can speak for the product
4) Compare tool configuration efforts on the scale of configuration VS code