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.
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Microsoft Power Automate
Score 8.3 out of 10
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Microsoft Power Automate is an advanced automation platform offering a range of features, including AI-powered automation, robotic process automation (RPA), business process automation (BPA), digital process automation (DPA), and process/task mining. The platform aims to empower organizations to securely automate their operations at scale by leveraging low-code and AI technologies.
Quite competing products but since we had a Microsoft strategy, Power Automate was the preferred choice. Simple workflows that can also be built by citizen developers or end users in business has been one of the most important points in favour of Microsoft Power Automate. …
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.
Microsoft Power Automate is the best tool to extend Microsoft services you already use. Hands down. Prototyping workflows is very easy in Microsoft Power Automate. It's also the best choice for sending custom cards through Teams and email. It's the easiest way to get data from Microsoft Graph.
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.
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
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.
Power Automate has an intuitive interface that is easy for novices to use. It doesn't require programming knowledge, however having that experience will help troubleshoot potential issues if they do arise. There are advanced features that allow the use of "code-like" steps that will help power users get more advanced automations set up quickly.
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.
I really have had a need to contact Win Automation support, but when I do google how to do a task, Win Automation has an extensive message board with a broad number of topics and questions answered where I could see how other people were able to solve similar problems to the ones I have.
after reviewing the main features of Power Automate, the Microsoft trainer focused on some of our real life use cases implementation, from simple to more advanced.
although it was productive, it is more difficult to stay focused and in a 7 hours a day online training (including screen share issues and the fact that the trainer just can't precisely show the exact location of your mistake)
I had to migrate from Robocorp to Power Automate. The automation was using API and sharepoint. So it was better to use Power Automate instead of Robocorp so we did the migration. in some areas the migration was easy but creating flows and making it smaller codes was difficult. Debugging the code was tough so we took lots of time.
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.
Power Automate is a no-code/low-code solution tailored for workflow automation, data integration, and AI integration, making it an excellent choice for Microsoft-centric organizations. OutSystems, on the other hand, is a comprehensive application development platform, offering rapid app development with both low-code and traditional development options. This platform is well-suited for organizations seeking custom application development. Nintex specializes in workflow and process automation with a strong focus on SharePoint and Office 365 integration. It also includes advanced features like document generation and robotic process automation (RPA).The choice among these platforms should align with your organization's specific needs, considering factors like integration requirements and the desired level of technical expertise. In the bottomline, it's up to cost and licensing.
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.
