BMC Helix Remedyforce is a comprehensive IT Service Management (ITSM) platform built natively on the Salesforce App Cloud, designed to transform how mid-sized organizations manage IT service delivery. Known for its ITIL-aligned workflows and cloud-native architecture, Remedyforce enables IT teams to streamline incident management, automate service requests, and coordinate cross-departmental workflows within the familiar Salesforce environment. While powerful for organizations already invested in the Salesforce ecosystem, many teams struggle with its aging interface and complex reporting capabilities as they scale their internal operations.
What Is BMC Helix Remedyforce?
BMC Helix Remedyforce is a cloud-based IT service management solution that centralizes service desk operations through comprehensive incident, problem, change, and request management capabilities. Built exclusively on Salesforce's platform, it serves mid-sized companies (50-1,000+ employees) that need robust ITSM functionality without the complexity of enterprise-grade solutions like ServiceNow. The platform excels in organizations already using Salesforce, providing native integration with CRM data, unified security models, and familiar administrative interfaces that reduce adoption friction for IT teams managing rapid growth.
What is BMC Helix Remedyforce used for?
Common use cases for BMC Helix Remedyforce include:
- IT Service Desk Operations - Centralized ticketing system for logging, categorizing, prioritizing, and resolving IT incidents and service requests across multiple channels
- ITIL Process Implementation - Pre-built templates for incident, problem, change, and release management that help organizations adopt standardized ITSM practices quickly
- Cross-Departmental Workflow Automation - Automated approval processes that coordinate IT requests with HR, Finance, and Operations teams through integrated Salesforce workflows
- Asset and Configuration Management - CMDB functionality that tracks IT assets, relationships, and dependencies to support faster incident resolution and change impact analysis
- Self-Service Portal Management - Employee-facing portal that reduces ticket volume through automated password resets, software access requests, and knowledge base integration
- Multi-Tenant Service Delivery - Managed service provider support that enables separate client environments, billing tracking, and customized service catalogs within a single platform instance
Key Features of BMC Helix Remedyforce
The platform's core functionality includes:
Salesforce-Native Architecture provides deep integration with existing Salesforce environments, shared security models, and access to the AppExchange ecosystem for seamless business process coordination.
ITIL-Aligned Workflows deliver pre-configured templates for incident, problem, change, and service request management, enabling rapid implementation of best-practice service management processes.
Cross-Departmental Automation coordinates workflows between IT, HR, Finance, and Operations through integrated approval chains, system updates, and stakeholder notifications that eliminate manual handoffs.
Self-Service Portal & Knowledge Management empowers employees to resolve common issues independently while building institutional knowledge that improves resolution times over time.
Role-Based User Experience customizes dashboards, views, and workflows for different personas (end-users, agents, managers) to reduce complexity and improve productivity.
Configuration Management Database (CMDB) maintains comprehensive asset relationships and dependencies to support faster impact analysis during incidents and changes.
Multi-Tenant Support enables managed service providers to maintain separate client environments while providing unified reporting and administration capabilities.
BMC Helix Remedyforce Pros & Cons
BMC Helix Remedyforce offers strong ITIL alignment and Salesforce integration, though some users report challenges with interface modernization and reporting complexity.
BMC Helix Remedyforce Pros
- Native Salesforce integration eliminates data silos and provides familiar administration for existing Salesforce teams
- Pre-built ITIL templates accelerate implementation and standardize service management processes across departments
- Role-based customization reduces complexity for end-users while maintaining powerful configuration options for administrators
- Multi-tenant architecture supports managed service providers and complex organizational structures effectively
- Strong automation capabilities handle routine approvals, routing, and notifications without manual intervention
- Comprehensive CMDB and asset management provide complete context for faster incident resolution
BMC Helix Remedyforce Cons
- Outdated user interface feels less appealing compared to modern cloud ITSM alternatives like Freshservice or Jira Service Management
- Reporting limitations require workarounds for comprehensive analytics, particularly for executive-level dashboards
- Learning curve for administrators unfamiliar with Salesforce platform concepts and configuration methods
- Higher total cost of ownership for organizations not already invested in the Salesforce ecosystem
- Limited search functionality impacts knowledge discovery and ticket research efficiency
- Support response times can extend to multiple days for non-critical issues
BMC Helix Remedyforce Pricing
BMC Helix Remedyforce uses a per-user, subscription-based pricing model with costs varying by license type and organizational requirements.
When BMC Helix Remedyforce Isn't Enough: Try Siit
Remedyforce provides ITSM governance, but many teams hit walls with its aging interface, complex reporting, and lack of modern employee experience. If you're looking for something that works where your team actually lives, Siit might be the answer.
Here's what Siit does differently:
Conversational Support in Slack and Teams - Employees submit requests through the channels they already use. No portal logins, no training, no adoption friction. Just fast answers where work happens.
AI-Powered Triage and Resolution - Siit's AI agents handle routine requests (password resets, software access, policy questions) automatically while routing complex issues to your team with full context from connected systems.
Cross-System Workflow Orchestration - Coordinate approvals, provisioning, and updates across IT, HR, Finance, and Operations automatically. One request triggers actions in multiple systems without manual handoffs.
Real-Time Status Updates - Employees get updates in Slack or Teams as requests progress. No checking portals or sending follow-up messages. Everything happens in their flow of work.
Fast Implementation - Get value in days, not months. Siit connects to your existing tools (Okta, Jamf, HRIS, knowledge bases) and starts automating workflows immediately.
If Remedyforce's Salesforce-centric approach or outdated interface is holding you back, Siit offers a modern alternative built for how teams actually work today.
Try It With Siit
Remedyforce provides strong ITSM governance but struggles with modern employee expectations for instant, conversational support. Siit bridges this gap by delivering AI-powered automation where employees already work while maintaining ITIL compliance through seamless integration.
BMC Helix Remedyforce Alternatives
Teams outgrowing Remedyforce or seeking more modern interfaces often evaluate these ITSM platforms, all of which can integrate with Siit for enhanced employee experience:
- Siit delivers AI-powered IT support directly in Slack and Teams, eliminating traditional service desk portals while automating routine requests and orchestrating workflows across IT, HR, and Finance systems for faster resolution times.
- Freshservice provides modern, intuitive ITSM with faster implementation and lower complexity than Salesforce-based solutions, appealing to teams prioritizing user experience over platform integration.
- Jira Service Management integrates seamlessly with development workflows and Atlassian tools, making it ideal for technology companies with strong DevOps practices and agile methodologies.
- ServiceNow offers enterprise-grade ITSM with extensive customization capabilities, though many mid-market teams find it "too heavy" compared to Remedyforce's streamlined approach.
- ManageEngine delivers comprehensive ITSM with both cloud and on-premise options, often chosen for cost-effectiveness and asset management capabilities.
- Zendesk excels in omnichannel support and customer service scenarios, making it suitable for organizations managing both internal and external support requirements.
