Built on Salesforce

BMC Helix Remedyforce is comprehensive IT service management that easily scales and adapts to the needs of mid-size companies. Built on Salesforce cloud, it allows you to seamlessly combine IT operations management (ITOM) and cognitive capabilities to ensure the business is efficient, compliant, and secure.

Built with speed and flexibility in mind
  • Intelligent, omni-channel self-service with Chatbots that extend to Skype, Slack, mobile and web bots.
  • Comprehensive functionality: Incident, problem, change, service level management, self-service, discovery and asset management
  • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
  • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
  • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing
Capabilities

BMC Helix Chatbot Integration

With the integration to BMC Helix Chatbot, BMC Helix Remedyforce brings the cognitive enterprise to life with intelligent, omni-channel experiences that lets users find and request services through a conversational and personalized interface.

 

Self-Service and Service Catalog

Intuitive portal for employees to resolve their own issues. Users can submit new service requests, search for solutions to common problems in a vast knowledge base, and view the status of previously submitted incidents. People can easily request new business services from the service catalog. Automate the review and approval of requests to maximize service quality and efficiency. Includes access to self-service via mobile devices.

 

Knowledge Management

Helps customers and agents search and resolve common help desk issues with ITIL® knowledge management processes and best practices. Reduces training requirements for new IT staff and saves time troubleshooting known issues. Includes the publishing, review, approval, and retirement process for knowledgebase articles available to constituents.

 

Service Level Management, Dashboards, and Reporting & Analytics

Out-of-the-box and customizable reports and dashboards provide instant visual display of key performance indicators across a range of process, performance, and workload measurements. Supports continuous service improvement through effective and timely reporting.

 

Incident and Problem Management

A best-practice approach to the management of incidents, problems, service requests, and tasks. Combined with Smartviews, the relevant data for any record is displayed in a visual format, making it easy to access all related information to fulfil a request. See which tasks are open, pending, or closed and get details about the record’s approval process and other ITIL® processes. Improve customer satisfaction and resolution rates while reducing costs.

 

Configuration Management

Integrated asset inventory maintains accurate asset information in the Configuration Management Database (CMDB), providing visibility into root cause and impact analysis. See configuration data, including relationships between configuration items, in a topographical view. Includes the ability to detect collisions and analyze impact.

 

Asset Management

Manages assets throughout their lifecycle working in concert with configuration management and the CMDB to differentiate and consolidate across these overlapping disciplines.

 

Agentless Discovery and Client Management

Automate the population of the CMDB using agentless discovery included at no additional cost. With agentless discovery, install agents (or scanners) on at least one device in your network, then scan your network and send device information to the CMDB. Extend the use with BMC Helix Client Management, which offers remote control, patch management, deployment management, reboot, and more.

 

Change and Release Management

Change management tracks, controls, and reports on the process of IT change management, with workflow based on your requirements. Minimize risk through effective process enforcement and approval automation. Release management controls the processes for planning, scheduling, and controlling the build, test, and deployment of releases and new functionality while protecting the integrity of existing services.

 

IT Best Practices and Smart Practices

Out-of-the-box access to industry and ITIL® best practices reduces training, speeds resolution, mitigates risk, and improves governance. Proven Smart Practices are can be quickly implemented without having to reinvent the wheel. Choose from: Smart Practices (IT-focused requests such as VPN access or desktop software); HR Smart Practices (HR-focused requests such as benefits questions or employee on-boarding); and Facilities Smart Practices (Facilities-focused requests such as setting up a new office or audio visual needs).

 

 

See for yourself

Want to see RemedyForce in action?