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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Oracle BPM Suite
Score 8.7 out of 10
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The Oracle Business Process Management Suite is an integrated environment for developing, administering, and using business applications centered around business processes.
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.
Oracle BPM is well suited to organizations and environments that have a good understanding of their business processes and organizational structures. Trying to introduce a tool such as Oracle BPM into the organization without a good grasp on how the business operates is a recipe for disaster as the implementation will uncover all of the dirty secrets of an organizations business processes and bring them to light. BPM is not to be utilized for smaller service orchestrations or technical service implementations, these should be handled by the Oracle SOA Suite using the BPEL process manager, leaving BPM to handle the organizational business processes, referring to and including lower level services and BPEL processes as needed.
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
Oracle BPM is left behind by other tools more modern in terms of user experience, usability and ability to integrate with everything else.
To really harvest the potential of Oracle BPM you need to do it in JDeveloper and with ADF. This restricts its usage to very technical people.
The administration of the Oracle BPM tools has really put a burden on our team. It is running on Weblogic and we experience issues very often either with performance or with a bad configuration of the system.
As with all Oracle products, the price can be an issue for smaller shops.
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.
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.
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.
We evaluated Bonita and found that it might fit a smaller-sized company better; we found that Oracle BPM Suite scaled much more evenly. We almost went with one of the competitors, but in the end chose Oracle BPM Suite after we factored in the cost of VMware licensing. There are literally tons of analytics on the back end which are great for upper management, but not so much for average users, but this fits our business model quite well.
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.
You'll most certainly need a deep dive and extensive training before your users can even think of using the product and they are very expensive.
Lack of documentation makes it very difficult to manage the application if any error is encountered which will result in you ending up hiring a dedicated person to look into the application once it's deployed.
For a very large org., if properly implemented and used, it can help identify the cost-intensive and inefficient processes.
