What users are saying about
171 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.3
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.4
Expert directory
BMC Helix ITSM (Remedy)
7.6
Service restoration
BMC Helix ITSM (Remedy)
9.2
Self-service tools
BMC Helix ITSM (Remedy)
8.0
Subscription-based notifications
BMC Helix ITSM (Remedy)
8.2
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.7
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
7.8

ITSM asset management

BMC Helix ITSM (Remedy)
8.1
Configuration mangement
BMC Helix ITSM (Remedy)
8.8
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.3

Change management

BMC Helix ITSM (Remedy)
8.8
Change requests repository
BMC Helix ITSM (Remedy)
9.1
Change calendar
BMC Helix ITSM (Remedy)
8.9
Service-level management
BMC Helix ITSM (Remedy)
8.5

Pros

BMC Helix ITSM (Remedy)

  • 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.
Timothy Sawah | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 6 answers
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.
Shayne Froelich | TrustRadius Reviewer

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
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.
Lee Cullom | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

Alternatives Considered

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

Return on Investment

BMC Helix ITSM (Remedy)

  • 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.
Mallesh Kanakam | TrustRadius Reviewer

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.3

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0

Usability

BMC Helix ITSM (Remedy)
6.5

Support Rating

BMC Helix ITSM (Remedy)
8.0

Implementation Rating

BMC Helix ITSM (Remedy)
6.6

Scalability

BMC Helix ITSM (Remedy)
8.0

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