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.
flexibility in development and customization. however now in saas we lost lot of that. anyway its all about fantasy. the idea of the solution from dough is still there even when innovation studio is trying to overtake. i hope bmc will stop with bad decisions
Jira Service Management is a new tool with a lot of potential (highly rated by Gartner) but for now it lacks the experience, robustness and integrations with BMC Helix. And thinking about Service Operations, the discovery tool still needs to be improved. It is a promising tool, …
I have used ServiceNow and to me, it's not able to handle extremely large organizations and entities that software. And that was of course three or four years ago. So perhaps they've grown, but that's my opinion, my first impression based on some companies moving to it. That's …
In my opinion, Servicenow is overly expensive and pulling the curtain back exposes a deep abyss of insufficiency compared to the true capabilities of BMC Helix ITSM. I think Servicenow is shiny out of the box, but you find it is inferior after a deeper dive
BMC CMDB and some key capabilities are much more easy to use and again the seamless workings between BMC products adds more value eliminating the need for integration.
Prior to our partnership with BMC, we used home grown tools to support the ITSM functions. Our tools were outdated, inefficient, and ineffective which is why we switched to BMC.
BMC Helix ITSM offers an onpremise option, which is not provided by many of the big ITSM solutions. BMC offer an integrated plattform solution, which does not need any addons or custom connectors to integrate every solution, like inventory, event management, Configration …
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
The ROI was fine initially as we got what we paid for and it served its purpose
Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
Overall ROI was minimal and once the product was out of date we found more value in other tools