BMC Helix Remedy Helix Overview
Designed for the needs of mid-size businesses, BMC Helix Remedyforce addresses the full range of ITSM requirements with flexibility and affordability. With Remedyforce, organizations can achieve digital transformation with an intelligent, omni-channel experience across IT, HR and Facilities. Built on Salesforce, the #1 scalable and secure cloud platform, Remedyforce is powerful yet has a quick time to deploy.
Remedyforce is a powerful suite of products with the following capabilities.
BMC Helix Remedyforce Features
Incident and Problem Management: Improve your customer satisfaction levels and resolution rates while reducing costs with a best-practice approach to the management of incidents, problems, service requests, and tasks.
Change Management: Track, control, and report on the process of IT change management, with workflow based on your business requirements. Minimize risk through effective process enforcement and approval automation.
Configuration Management: Integrated configuration item (CI) inventory maintains accurate CI information in the Remedyforce Configuration Management Database (CMDB), providing visibility into root cause and impact analysis.
Asset Management: Proactive management of assets throughout their lifecycle, including innovative capabilities such as data normalization and reconciliation, to drive simplification and automation while optimizing investments and mitigating risks.
Discovery and Client Management: Automated discovery for a more complete view of one’s environment and client management capabilities to protectively manage devices while reducing support time and increasing first call resolutions.
Release Management: Manage the processes for planning, scheduling, and controlling the build, test, and deployment of releases and new functionality while protecting the integrity of existing services.
Self-Service and Service Catalog: Give customers and employees an intuitive portal where they can resolve their own issues or needs. Users can submit new service requests, search for solutions to common problems in a vast knowledge base, view the health of services, or view the status of previously submitted incidents. Business approvers can approve requests without having to pay for licenses. Includes access to self-service via mobile devices.
Mobile Apps for IT and Business: Support the needs of IT and business users on the go. IT agents can perform virtually any task from their mobile device, leveraging the Salesforce® mobile app. Self-service users can perform quick submission of incidents using the Superbox feature, view incidents, and view knowledge articles leveraging the Salesforce Platform™ from any mobile device. The Remedyforce mobile app for the business provides full self-service functionality from any mobile device.
Service Level Management, Dashboards, Reporting, and Analytics: Provide instant visual display of key performance indicators with out of the box and customizable reports and dashboards.
Collaboration via Chatter and Chat: Collaborate, solve incidents, submit approvals, and crowdsource information via a Chatter post or a chat session.