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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Nexthink
Score 7.1 out of 10
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Nexthink is a SaaS provider headquartered in Lausanne, that provides a digital workplace experience management software solution that combines real-time analytics, instant remediation, automation and employee feedback across endpoints and applications.
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.
I've been managing desktops for 20+ years and Nexthink was the missing tool out of my toolbox. Just to give some perspective, if you were building and maintaining a house, Nexthink would be comparable to switching up from a hammer and nails and to full blown using a nailgun. Nexthink is a solution accelerator and a well thought out toolset to give you the customer experience at a glance. It allows for so much more visibility just with the default set of data points the Collector (agent) gathers, which is A LOT, and grants you the ability to gather even more data with remote actions. All of this evidence cuts how the "it could possibly be this" and "maybe it's that" discussions when you're troubleshooting an issue. It may not provide the exact answer all the time, but it gives you a "compass point" on where you need to start looking to resolve the issue. Also the service monitoring, activity monitoring, and critical event thresholds really empower the teams to know when a problem is happening and they can get ahead of it before the first call even reaches the Help Desk. Nexthink is a cornerstone tool in our environment for end user experience and I'm excited to see where the go next.
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.
The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
Some useful features are only available to cloud customers.
Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.
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.
Nexthink had better integration and a better user interface. 1E did not have the engagement capability which is so critical to many of the actions we complete using Nexthink. Nexthink had better trending data capabilities. 1E did not capture and hold data the way Nexthink does so all data assumes you are able to pull information from all systems at any time. with remote systems it is unlikely you will capture all systems at the same time so it makes any actions less effective. this review was performed 4 years ago so 1E may have addressed some of these limitations but Nexthink has also grown and continues to add and improve on their industry-leading capabilities.
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
SCCM proactive remediation: Automatically resolving hundreds of SCCM issues per month
Hardware: Identification of over $5m cost avoidance by seeing a lack of usage for 128GB SSDs - no need to upgrade to 256GB... coupled with OneDrive migration packs in the Nexthink library this is valuable.
