BMC Helix ITSM (Remedy) vs Passport Asset Tracking System

• Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
• Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
• The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11

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• Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
• Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
• Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations

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• Identifying trends quickly is a big deal and gets people back to work quickly.
• The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
• The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
• I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.

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