It is really easy to use and the support team is very competent

Sometimes the responses from support it can take up to 3 days

Remedyforce can be expensive, and the initial setup and configuration process can be complex.

It's fairly Easy to use and navigate and it has a comprehensive set of features for IT service management that meets ITIL standards.

It can be expensive if you are using it for a small to medium size business and the capabilities are not as robust as they could be for the price.

Was glad we switched and so were most of the co-workers I talked to.

It provided reporting on the most important things.

Overall usability was lacking. The system seemed too convoluted and was not intuitive. Reporting seemed to be limited as far as capabilities.

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.

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

Remedy is a flexible system to use for ITSM.

The ticket management feature of Remedy is ease to use even as a novice. It is ease to filter for all Service request relating to your department and you can actually spool a report to support your audit. I like the fact that SLAs can be monitored to assist resolvers prioritize which request to resolve first.

I don't like the fact that I will have to request the admin to share a report of all my resolved tickets, I should be able to do that myself.