What users are saying about
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187 Ratings
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Score 7.7 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    8.1

    BMC Helix ITSM (Remedy)

    81%

    iET ITSM

    Feature Set Not Supported
    N/A
    BMC Helix ITSM (Remedy) ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.6
    86%
    45 Ratings
    N/A
    0 Ratings

    Expert directory

    7.9
    79%
    32 Ratings
    N/A
    0 Ratings

    Service restoration

    8.1
    81%
    40 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.2
    82%
    44 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.9
    79%
    35 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.6
    86%
    44 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.6
    76%
    44 Ratings
    N/A
    0 Ratings

    ITSM asset management

    8.8

    BMC Helix ITSM (Remedy)

    88%

    iET ITSM

    Feature Set Not Supported
    N/A
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Configuration mangement

    9.3
    93%
    39 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    8.9
    89%
    39 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.1
    81%
    32 Ratings
    N/A
    0 Ratings

    Change management

    8.3

    BMC Helix ITSM (Remedy)

    83%

    iET ITSM

    Feature Set Not Supported
    N/A
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Change requests repository

    8.3
    83%
    43 Ratings
    N/A
    0 Ratings

    Change calendar

    8.3
    83%
    40 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      7.8

      BMC Helix ITSM (Remedy)

      78%
      51 Ratings

      iET ITSM

      N/A
      0 Ratings

      Likelihood to Renew

      9.0

      BMC Helix ITSM (Remedy)

      90%
      6 Ratings

      iET ITSM

      N/A
      0 Ratings

      Usability

      6.5

      BMC Helix ITSM (Remedy)

      65%
      3 Ratings

      iET ITSM

      N/A
      0 Ratings

      Support Rating

      8.1

      BMC Helix ITSM (Remedy)

      81%
      18 Ratings

      iET ITSM

      N/A
      0 Ratings

      Implementation Rating

      6.6

      BMC Helix ITSM (Remedy)

      66%
      4 Ratings

      iET ITSM

      N/A
      0 Ratings

      Configurability

      5.0

      BMC Helix ITSM (Remedy)

      50%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Product Scalability

      8.0

      BMC Helix ITSM (Remedy)

      80%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Vendor post-sale

      7.0

      BMC Helix ITSM (Remedy)

      70%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Vendor pre-sale

      8.0

      BMC Helix ITSM (Remedy)

      80%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      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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      iET Solutions, LLC.

      No answers on this topic

      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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      iET Solutions, LLC.

      No answers on this topic

      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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      iET Solutions, LLC.

      No answers on this topic

      Pricing Details

      BMC Helix ITSM (Remedy)

      Starting Price

      Editions & Modules

      BMC Helix ITSM (Remedy) editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        iET ITSM

        Starting Price

        Editions & Modules

        iET ITSM editions and modules pricing
        EditionModules

        Footnotes

          Offerings

          Free Trial
          Free/Freemium Version
          Premium Consulting/Integration Services

          Entry-level set up fee?

          No setup fee

          Additional Details

          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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          iET Solutions, LLC.

          No answers on this topic

          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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          iET Solutions, LLC.

          No answers on this topic

          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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          iET Solutions, LLC.

          No answers on this topic

          Implementation Rating

          BMC Software Inc.

          Satisfied because I didn't have to do it!
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          iET Solutions, LLC.

          No answers on this topic

          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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          iET Solutions, LLC.

          No answers on this topic

          Scalability

          BMC Software Inc.

          Again, always room for improvement, but a very stable product none-the-less.
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          iET Solutions, LLC.

          No answers on this topic

          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.
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          iET Solutions, LLC.

          No answers on this topic

          Screenshots

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