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167 Ratings
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Score 7.1 out of 100
This review does not include a rating.

Likelihood to Recommend

BMC Helix ITSM (Remedy)

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah | TrustRadius Reviewer

Passport Asset Tracking System

No answers on this topic

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.2
Passport Asset Tracking System
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.2
Passport Asset Tracking System
Expert directory
BMC Helix ITSM (Remedy)
7.5
Passport Asset Tracking System
Service restoration
BMC Helix ITSM (Remedy)
9.2
Passport Asset Tracking System
Self-service tools
BMC Helix ITSM (Remedy)
8.0
Passport Asset Tracking System
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.7
Passport Asset Tracking System
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.3
Passport Asset Tracking System
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.1
Passport Asset Tracking System

ITSM asset management

BMC Helix ITSM (Remedy)
8.0
Passport Asset Tracking System
Configuration mangement
BMC Helix ITSM (Remedy)
8.4
Passport Asset Tracking System
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
Passport Asset Tracking System
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.4
Passport Asset Tracking System

Change management

BMC Helix ITSM (Remedy)
8.7
Passport Asset Tracking System
Change requests repository
BMC Helix ITSM (Remedy)
8.8
Passport Asset Tracking System
Change calendar
BMC Helix ITSM (Remedy)
8.8
Passport Asset Tracking System
Service-level management
BMC Helix ITSM (Remedy)
8.4
Passport Asset Tracking System

Pros

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

Passport Asset Tracking System

No answers on this topic

Cons

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

Passport Asset Tracking System

No answers on this topic

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
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.
Shayne Froelich | TrustRadius Reviewer

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
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.
Lee Cullom | TrustRadius Reviewer

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.9
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM (Remedy)

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam | TrustRadius Reviewer

Passport Asset Tracking System

No answers on this topic

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM (Remedy)

  • 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.
Martin Rockwell &quot;Rocky&quot; | TrustRadius Reviewer

Passport Asset Tracking System

No answers on this topic

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Passport Asset Tracking System

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.2
Passport Asset Tracking System

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
Passport Asset Tracking System

Usability

BMC Helix ITSM (Remedy)
6.5
Passport Asset Tracking System

Support Rating

BMC Helix ITSM (Remedy)
7.9
Passport Asset Tracking System

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
Passport Asset Tracking System

Scalability

BMC Helix ITSM (Remedy)
8.0
Passport Asset Tracking System

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