BMC Helix ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.1 out of 10
N/A
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.N/A
Pricing
BMC Helix ITSM
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
BMC Helix ITSM (Remedy) is the older and ready to deploy solution really needs less administrative overhead as it provides all the required fields inbuilt without the customization.
Chose BMC Helix ITSM
BMX Helix offered more beneficial terms of use and more options to influence the further development of the products. Also, the support offered by BMC and the opportunity to configure and decide on the usage of the features on our own helped with assessing and making final …
Chose BMC Helix ITSM
BMC Helix ITSM (Remedy) is a powerful service management platform available in the marketplace providing the best possible services on management. Integration of BMC
Chose BMC Helix ITSM
Another business unit is using Salesforce for their IT management, and we were looking at switching over. However due to BMC Helix ITSM (Remedy)'s great support for ITIL implementation and the requirement for on-premise, we decided to stick with BMC Helix ITSM (Remedy).
Chose BMC Helix ITSM
  • BMC Helix ITSM (Remedy) is so much more stable and better structured than MSP
  • MSP has slowness issues if not implemented correctly
  • BMC Helix ITSM (Remedy) has gotten better consistently with the cloud offering
Chose BMC Helix ITSM
Moving to Helix from on premises Remedy provides all the same benefits of ServiceNow with most of the existing customisations we have developed over the last eight years. There was no feature we needed that ServiceNow provided that Helix could not provide.
The biggest factor …
Chose BMC Helix ITSM
BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following …
Chose BMC Helix ITSM
Comparing the two, they are quite similar in terms of options available and functionality. I prefer using BMC Helix ITSM (Remedy) as it is easier to customise the tool and has a better user interface. BMC Helix ITSM is the tool used across the business and also by many of our …
Chose BMC Helix ITSM
McAfee Help Desk is a legacy product. For what it did, it did it well, but in no way comes even close to the features in Remedy. Oracle was a customer system built for the college campus I worked for. The reporting portion in no way could compare the speed and accuracy of …
Chose BMC Helix ITSM
ITIL Process management and compliance is stellar in Helix ITSM, when compared to the competition. The presentation layer at the time of writing (Q4 2019) was catching up with the competition, but not quite there. CMDB management and presentation was lagging behind ServiceNow. …
Chose BMC Helix ITSM
BMC Remedy is the whole package where all of your ITSM operations can be managed. It is a reliable product on which the whole organization can depend on as ITSM is highly critical for any organization. Nobody thinks of using any other tool if they are using this tool. Nowadays, …
Chose BMC Helix ITSM
I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!
Chose BMC Helix ITSM
I haven't used any alternate tools.
Chose BMC Helix ITSM
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks …
Chose BMC Helix ITSM
Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based …
Chose BMC Helix ITSM
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 …
Chose BMC Helix ITSM
If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.
Chose BMC Helix ITSM
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, …
Chose BMC Helix ITSM
I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools …
Chose BMC Helix ITSM
Both of these tools can do the job well. But, ServiceNow is open to more issues when modifications are needed. ServiceNow is pure JavaScript, So if you are now fluent in JavaScript you are open to many issues. BMC/Remedy is module driven and creates JavaScript from the module …
Chose BMC Helix ITSM
BMC Remedy is better than JIRA in IM management and second level support, and also has better reporting capabilities if you don't want to buy additional components such as EazyBI.

Sap Solution Manager is very expensive and focused on SAP developers, I don't think it's a good …
Chose BMC Helix ITSM
We used to use Heat, we replaced it with BMC Remedy and have never found anything that comes up to the standards of BMC Remedy.
Chose BMC Helix ITSM
I was not involved in the product comparisons before choosing BMC Remedy ITSM
Chose BMC Helix ITSM
Ticket Tracker was a very basic ticketing system. BMC Remedy ITSM Suite has a lot more functionality to include approval processes.
Top Pros
Top Cons
Features
BMC Helix ITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
9.9
46 Ratings
19% above category average
Organize and prioritize service tickets9.945 Ratings
Expert directory10.032 Ratings
Service restoration9.940 Ratings
Self-service tools10.044 Ratings
Subscription-based notifications9.935 Ratings
ITSM collaboration and documentation9.944 Ratings
ITSM reports and dashboards9.944 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
10.0
42 Ratings
19% above category average
Configuration mangement10.039 Ratings
Asset management dashboard10.039 Ratings
Policy and contract enforcement9.932 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
10.0
43 Ratings
17% above category average
Change requests repository10.043 Ratings
Change calendar10.040 Ratings
Service-level management9.942 Ratings
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BMC Helix ITSM
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
Enterprises
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Score 9.4 out of 10
All AlternativesView all alternatives
User Ratings
BMC Helix ITSM
Likelihood to Recommend
9.0
(51 ratings)
Likelihood to Renew
9.0
(6 ratings)
Usability
6.5
(3 ratings)
Support Rating
8.1
(9 ratings)
Implementation Rating
6.6
(2 ratings)
Configurability
5.0
(1 ratings)
Product Scalability
8.0
(1 ratings)
Vendor post-sale
7.0
(1 ratings)
Vendor pre-sale
8.0
(1 ratings)
User Testimonials
BMC Helix ITSM
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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Usability
BMC Software Inc.
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.
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Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
Read full review
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