170 Ratings
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Score 7.1 out of 100
1 Rating
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Score 8 out of 100

Likelihood to Recommend

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Tivoli Asset Management for IT (Discontinued)

Tivoli Asset Management for IT can be used very well in a big datacenter to easily manage assets. For linear assets there are other Tivoli Asset Manager products available such as for transportation domain, oil and gas.For a small scale industry, Tivoli Asset management solution is not a big help.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.3
Tivoli Asset Management for IT (Discontinued)
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.3
Tivoli Asset Management for IT (Discontinued)
Expert directory
BMC Helix ITSM (Remedy)
7.6
Tivoli Asset Management for IT (Discontinued)
Service restoration
BMC Helix ITSM (Remedy)
9.2
Tivoli Asset Management for IT (Discontinued)
Self-service tools
BMC Helix ITSM (Remedy)
8.0
Tivoli Asset Management for IT (Discontinued)
Subscription-based notifications
BMC Helix ITSM (Remedy)
8.1
Tivoli Asset Management for IT (Discontinued)
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.7
Tivoli Asset Management for IT (Discontinued)
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
7.9
Tivoli Asset Management for IT (Discontinued)

ITSM asset management

BMC Helix ITSM (Remedy)
8.1
Tivoli Asset Management for IT (Discontinued)
Configuration mangement
BMC Helix ITSM (Remedy)
8.8
Tivoli Asset Management for IT (Discontinued)
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
Tivoli Asset Management for IT (Discontinued)
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.3
Tivoli Asset Management for IT (Discontinued)

Change management

BMC Helix ITSM (Remedy)
8.8
Tivoli Asset Management for IT (Discontinued)
Change requests repository
BMC Helix ITSM (Remedy)
9.1
Tivoli Asset Management for IT (Discontinued)
Change calendar
BMC Helix ITSM (Remedy)
8.9
Tivoli Asset Management for IT (Discontinued)
Service-level management
BMC Helix ITSM (Remedy)
8.5
Tivoli Asset Management for IT (Discontinued)

IT Asset Management

BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
9.0
Software and hardware inventory tracking
BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
10.0
License management
BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
10.0
Asset lifecycle monitoring
BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
10.0
Contract management
BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
10.0
Asset relationship management
BMC Helix ITSM (Remedy)
Tivoli Asset Management for IT (Discontinued)
5.0

Pros

BMC Helix ITSM (Remedy)

  • 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.
Timothy Sawah | TrustRadius Reviewer

Tivoli Asset Management for IT (Discontinued)

  • The first and foremost is Tivoli Asset Management has a rich set of software catalogs available in the market. On top of it IBM, publishes the latest and greatest often to add/include in the catalog bucket.
  • Easy to integrate with any asset management solution.
  • Can take benefit of all asset module solutions such as procurement, invoicing, PO, receivables, asset lifecyle, vendor and contract management using Tivoli Asset Management.
Anonymous | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

Tivoli Asset Management for IT (Discontinued)

  • Software bundling can be handled in a better way
  • Should eliminate rotating/non-rotating items concepts or should have an easy way to receive assets
  • Asset Topology can be introduced to see the dependencies between related assets
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 6 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

Tivoli Asset Management for IT (Discontinued)

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

Tivoli Asset Management for IT (Discontinued)

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

Tivoli Asset Management for IT (Discontinued)

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

Tivoli Asset Management for IT (Discontinued)

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

Tivoli Asset Management for IT (Discontinued)

Tivoli Asset Management is comparatively cheap and easy to implement with a rich set of complementing modules. It can also be integrated easily with other asset management solutions and act as a single source of truth for other PMP processes
Anonymous | TrustRadius Reviewer

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

Tivoli Asset Management for IT (Discontinued)

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM (Remedy)

  • 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.
Mallesh Kanakam | TrustRadius Reviewer

Tivoli Asset Management for IT (Discontinued)

  • By tracking software assets, we are able to easily manage the license compliance
  • By getting the over/under allocation metrics we are able to get full control on asset procurement
  • Recycle/Reuse asset procedures made simple
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Helix ITSM (Remedy)

General

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

Tivoli Asset Management for IT (Discontinued)

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)
8.3
Tivoli Asset Management for IT (Discontinued)
8.0

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
Tivoli Asset Management for IT (Discontinued)

Usability

BMC Helix ITSM (Remedy)
6.5
Tivoli Asset Management for IT (Discontinued)

Support Rating

BMC Helix ITSM (Remedy)
7.9
Tivoli Asset Management for IT (Discontinued)

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
Tivoli Asset Management for IT (Discontinued)

Scalability

BMC Helix ITSM (Remedy)
8.0
Tivoli Asset Management for IT (Discontinued)

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