Overview
What is BMC Helix ITSM?
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
Enhance your support service
Best tool to manage business services easily
BMC Helix ITSM (Remedy) for your IT management pains
BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback
Remedy is great for an MSP
Helix as a great ITSM tool
Best practice ITSM out of the box - with extensive customisation if needed
BMC Helix Review
- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
- Create/a…
BMC Helix ITSM: As easy as 1-2-3
Ultimate Remedy Review
BMC Helix ITSM (Remedy)Makes My Job So Much Easier!
OOtB ITIL for Large Organisations
BMC Remedy tool for ITSM
Great tool to utilize best practices and KPIs for your organization!
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Self-service tools (44)10.0100%
- ITSM collaboration and documentation (44)9.999%
- Organize and prioritize service tickets (45)9.999%
- ITSM reports and dashboards (44)9.999%
Reviewer Pros & Cons
Pricing
What is BMC Helix ITSM?
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.9Organize and prioritize service tickets(45) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9.9Expert directory(32) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.9Service restoration(40) Ratings
Impact assessment and automated fixes for common problems
- 10Self-service tools(44) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9.9Subscription-based notifications(35) Ratings
Users subscribe to notifications for ticket updates
- 9.9ITSM collaboration and documentation(44) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.9ITSM reports and dashboards(44) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 10Configuration mangement(39) Ratings
Database for tracking and reporting all business assets
- 10Asset management dashboard(39) Ratings
Dashboard showing organization's software portfolio
- 9.9Policy and contract enforcement(32) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9.9Change requests repository(43) Ratings
Single repository of all planned changes and releases
- 10Change calendar(40) Ratings
Calendar showing change schedule to stakeholders
- 9.9Service-level management(42) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is BMC Helix ITSM?
BMC Helix ITSM Integrations
BMC Helix ITSM Competitors
BMC Helix ITSM Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(195)Attribute Ratings
Reviews
(1-4 of 4)BMC helps faster resolution of issues
- Automated assignments are very helpful.
- Reporting is very good.
- I don't see any major improvements, but having more flexibility in ticket auto assignments would help.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- N/AN/A
- Service restoration
- 80%8.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 80%8.0
- Change requests repository
- 80%8.0
- Change calendar
- 90%9.0
- Service-level management
- 80%8.0
- It helped our business to quickly resolve problems faced through faster resolution of tickets.
- Incident Management
- Contract Management
- Change Management
- Service requests
- Customize reports for people from different applications
- Create new fields as per user requirement
- Price
- Prior Experience with the Product
- Positive Sales Experience with the Vendor
- Third-party Reviews
BMC/Remedy means it has the solution
- Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount.
- Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual.
- Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need.
- Ease of integration with most third party vendors and external databases.
- Ease of creating standalone BMC applications for application need within extremely tight schedules.
- Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it.
- Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources.
- Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
- Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
- Tracking issues and identifying trends based on this tracking is extremely helpful to companies to reduce lost time. Tracking can be across Incidents, Work Orders, Changes, and Assets.
- Capability of access data from other databases and treating that data as local.
- Its adherence to ITIL standards, almost to a fault.
- Ease of customization. If it is desired to veer off the ITIL standards, it is a simple task. This is both a pro and a con.
- Interfacing to third-party applications and the open API is a strong bonus.
- Creating custom standalone applications in the BMC environment is fast and easy. Applications built within BMC be integrated with any BMC ITSM application. Once these applications are built almost anybody can maintain them and make changes to them.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Service restoration
- 100%10.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 90%9.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- Identifying trends quickly is a big deal and gets people back to work quickly.
- The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
- The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
- I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
As far as people needed, ServiceNow tends to need more developers.developer then BMC/Remedy does to install and setup. At lest in the 2 times I have seen it installed. and setup. ServiceNow has also, taken as long or longer as far as time is concerned.
Up front cost is a little more expensive, but maintenance costs are less. Plus it depends on the how you use licenses. Most people think that everybody needs a license for BMC?Remedy. This is not correct. People who modify tickets/records need a floating license. I have configured a system where I had 300 floating licenses for over 4,00 support people and never had a problem
- Customer satisfaction. Resolving customer issues from email submit to correct assignment of support staff from the correct location.
- Managing changes to network and systems, managing new hardware setup and installations, getting approvals from ordering equipment, making requested or needed changes and de-conflicting changes using the change calendar.
- Ordering new personnel PC, installing required software and needed software to complete job. Decommissioning PSs, systems and equipment.
- Created gateways or portals to run other web pages from within Remedy. Instead of have many application Windows open everything from one or two Remedy browser tabs open
- Created a customer standalone Heads Up Display (HUD), to show on screen in a help desk, that showed critical issues, changes going on across all regions. This also helped trending as the help desk could see something going on across regions. This accesses all changes, work orders and incident and displays them in a simplified table, that could scroll by region or all regions at once.
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Analyst Reports
- Third-party Reviews
BMC Remedy
- Out of the box it is ready to be used effectively.
- It integrates well with other tools and processes for enhanced functionality.
- Easy to customize when needed.
- Upgrading the ITSM software should be easier.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- N/AN/A
- Service restoration
- N/AN/A
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 60%6.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 80%8.0
- Change calendar
- 70%7.0
- Service-level management
- 80%8.0
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
- Work Requests
- Incident Management
- Change Management
- Integrated the Discovery and Dependency Mapping software to populate ITSM
- Expand/continue to implement Configuration management
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
- Analyst Reports
- Implemented in-house
Remedy=Knowledge Base/Productivity
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 20%2.0
- Service restoration
- N/AN/A
- Self-service tools
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- N/AN/A
- Asset management dashboard
- 50%5.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- N/AN/A
- I don't get paid to figure this piece out but it is a useful tool/software
- Trackit and LANDESK Service Desk
- Ticketing
- Knowledge Base
- Functionality
- We use it for ticketing which was its intended purpose. No other use required.
- Price
- Product Usability
- Product Reputation
- Analyst Reports
- Implemented in-house
- I was not around during the initial implementation
- Self-taught
- All aspects
- Particularly knowledge base
- Customization