AiM Ltd

Remedyforce/Salesforce - IT Service Management Cloud Software Solution

BMC's Remedyforce is a modern ITIL aligned IT Service Management software tool. Developed through a joint venture with Salesforce hosted on the famous platform – the world’s most stable on-demand cloud platform.

AiM understands an organisation's needs and configures and deploys the tool to fully meet functional requirements.


  • Provides all ITSM functions - incident, problem, change/release, configuration, knowledge.
  • Designed for ways that organisations build and consume technology.
  • Multi-tenant supporting fast implementation, low total cost of ownership.
  • Delivery of interactive IT support services — accessible anywhere/time
  • Provides a sophisticated self-service portal to improve customer service.
  • Provides dashboards and analytic reports on workflow process.
  • Creation of non-native work-flows support omni-channel usage.
  • Provides infrastructure scanning and client management module.
  • Consulting-led design and deployment, to fully meet organisational needs.
  • Deploys quickly and easily by experienced onboarding team.


  • Fully aligned and compliant with ITIL best practices.
  • Performance tracking features SLAs/OLAs, web-portal, time-recording
  • Automation, workflows, templates, service alerting to increase user productivity.
  • Multi-tenant framework tool making sure teams only see their data.
  • Workflows developed on system without cost of implementing new applications.
  • User interface and navigation are designed to be intuitive.
  • Supports transformation - convergence to common ways of working.
  • Dashboards and management reports to measure work-management metrics.
  • Consulting-led design and deployment, to fully meet organisational needs.
  • Deploys quickly and easily by experienced onboarding team.


£340.00 per user

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

7 4 9 3 4 8 2 7 3 5 6 9 4 9 2


AiM Ltd

Steve Ackland

+44 (0) 8448 040 653

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to BMC Discovery
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints No, technology agnostic
System requirements
  • System agnostic.
  • HTTPs or encrypted VPN.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For P1s, 30 minutes
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AAA
Web chat accessibility testing Testing with different global communities as we operate a 24x7x365 Service Desk
Onsite support Onsite support
Support levels Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays. £20,000/year
2. 07.00 - 19.00 Monday to Friday, excl public holidays. £25,000/year
3. 24x7x365 £40,000/year

Response and resolution time SLAs depend on call priority but are the same for all service windows. For example, P1s are responded to in 30 minutes.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Provide a full onboarding project as required
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Using a tool like DataTrove® will allow all data/documents to be extracted and managed from Remedyforce.

Any other data such as logs, customer makes a request and AiM will provide the user with the ability to extract their data before the contract ends. 1 month after the data will be destroyed.
End-of-contract process Price includes removal of data by customer.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Remedyforce/Salesforce app provides full system functionality to device.
Service interface Yes
Description of service interface The software interfaces with the service portal for seamless support.
Accessibility standards WCAG 2.1 AAA
Accessibility testing Tested with different communities and gauged feedback
What users can and can't do using the API API/Pentaho allows the tool to integrate with other systems. This will be undertaken by AiM.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Tool can be configured in terms of document management, reports, routing business rules.

User administrators will be trained to undertake basic customisations.

Significant functional code changes are not possible by the user, only AiM.


Independence of resources Highly resilient cloud with scaleable hosting resource, guaranteed minimum provision.


Service usage metrics Yes
Metrics types Availability
Response times
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold BMC Software

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach API link to customer data sources to exchange data. The system will allow electronic documents to be transferred through DataTrove®.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats XML.
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats XML.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.9%
Approach to resilience Available on request.
Outage reporting Service health public dashboard
Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access controls using standard methods and API, eg:

1. Role based control.
2. Dedicated links.
3. Passwords, system accounts.
4. IP range restrictions.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CQS
ISO/IEC 27001 accreditation date 2018
What the ISO/IEC 27001 doesn’t cover All services and operations are covered.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • ISO 22301

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Essentials
ISO 22301 Business Continuity
Information security policies and processes All those required by ISO/IEC 27001 and ISO 22301. Recorded in our ISM Manual and Statement of Applicability, and BCM Manual.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Configuration management and Change/Release Management policies, backed up by processes and controlled in BMC Remedy CMDB, Jira following common data model, ITIL, software development best practices.

IT assets are controlled from purchase/development to disposal and service introduction assesses security risk and data protection risk in terms of any data it will host.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Tools used to protect end-points and identify threats, risk of breaches, breach manifests.

Emergency patches deployed in 4-6 hours.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Regular checks made of the code to ensure no vulnerabilities if penetrated (regular penetration testing).

Tools used secure endpoints of the service and system to reduce the risk of external penetration from attack vectors, detect attacks and respond to them.

A security event raises a security incident for immediate escalation to the operations and SecOps teams. Response is immediate.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Incident and major incident process defined through ITIL best practice managed by service desk on Remedy ITSM system.

Users report incidents to the service desk by phone, email or portal.

For each P1 and P2 a major incident report is generated for the user (security, operational, or other).

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £340.00 per user
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 14 day trial supported by AiM.
Set up and initial training. Help with use cases and success criteria.
Access to the software and facilitated help throughout.
Assessment at end of trial.

Service documents

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