Remedyforce

Avantages

Facilité de mise ne œuvre dans notre environnement Salesforce cloud. Solution complète qui couvre tous les processus ITIL avec des fonctions accessibles en libre-service.

Inconvénients

Un prix à priori un peu élevé qui croit rapidement avec la volumétrie.

Avantages

Parfait pour coordonner entre équipes, le flux d'approbation est très bien

Inconvénients

l'outil de recherche est très minimale.

Avantages

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

Inconvénients

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.

Avantages

It has features that are intuitive for our change and incident management workflows and approval flows.

Inconvénients

It has an outdated user interface, which makes it less appealing to work with.

Avantages

It provided reporting on the most important things.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

We primarily use this product as our ticketing system. As an MSP, we support multiple companies, and users are able to open their own tickets either via email or entering them in the portal.

Inconvénients

Tickets with multiple Tasks do not have the ability to enter time worked on the individual task, only the main ticket.

Avantages

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.

Inconvénients

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.

Avantages

Ease of use, ticketing, logging, alerts, breach sla etc.

Inconvénients

nothing as such since the software meets all the business requirements properly

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

Easy to use, lots of features

Inconvénients

different web browsers changes appearance/features

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.