BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

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Score 7.5 out of 100
BMC Helix ITSM (Remedy)

Overview

Recent Reviews

Enhance your support service

6 out of 10
November 05, 2021
BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, …
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BMC Helix Review

6 out of 10
March 28, 2021
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/a…
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Ultimate Remedy Review

8 out of 10
February 13, 2020
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, …
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Awards

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Popular Features

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Organize and prioritize service tickets (45)

8.7
87%

ITSM collaboration and documentation (44)

8.6
86%

Self-service tools (44)

8.2
82%

ITSM reports and dashboards (44)

7.7
77%

Reviewer Pros & Cons

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Pricing

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What is BMC Helix ITSM (Remedy)?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Features Scorecard

Incident and problem management

8.2
82%

ITSM asset management

8.8
88%

Change management

8.4
84%

Product Details

What is BMC Helix ITSM (Remedy)?

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles on a cloud-native platform, enabling users to provide superior service management across multi-cloud environments that is intelligent and predictive.

BMC Helix ITSM (Remedy) Integrations

BMC Helix ITSM (Remedy) Competitors

BMC Helix ITSM (Remedy) Technical Details

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Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is BMC Helix ITSM (Remedy)?

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.

What is BMC Helix ITSM (Remedy)'s best feature?

Reviewers rate Configuration mangement highest, with a score of 9.3.

Who uses BMC Helix ITSM (Remedy)?

The most common users of BMC Helix ITSM (Remedy) are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 51)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, or by contact with 1st line of support. Then the internal teams work on the solutions in tiered model. Once the solution is found, they can respond to the requester.
  • Clear and intuitive interface
  • Customer facing portal integrating different products
  • Reporting capabilities
  • Tickets handling between modules
Depending on the organization, it can really improve and leverage digital transformation, as long as you can agree on one, common product from BMC portfolio across organization, or you define the support streams independently. Unfortunately, communication between products, is cumbersome and difficult, and is seen as confusing for end-users at this point.
Score 8 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is used at the department level to manage the IT Service Management for all the products and different teams across the department. We have been using BMC Helix ITSM (Remedy) since version 6 and it has never let us down and have continuously improved its features and user interface and functions as a vital tool for our Service Management.
  • Wide variety of integrations available with other Enterprise tools
  • User interface is very intuitive and user friendly
  • Creating workflows for your service management process is very easy
  • Additional flexibility for customizations can be useful
  • BMC Helix ITSM (Remedy) can improve on its licensing model so a wide variety of teams can use it
  • Advanced features like machine learning and AI can be improved
BMC Helix ITSM (Remedy) is very useful for Big Enterprises which have a large set of teams and can afford its cost. The BMC Helix ITSM (Remedy) is good at handling a large set of data related to your service environment, be it configuration management of your infrastructure or management of your incident and problem tickets. It works very fast on bulk handling of data like bulk closure of tickets.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) has been a great help for me over the years. A clean and clear dashboard with a fully professional support team actually makes it the best in operation. I would definitely recommend this to other organizations to have in their system to manage business operations successfully.
  • It is designed on a very much modernized module and best for management and service tracking for all types of enterprises to streamline the operations and create effective workflows for multiple processes within the organization.
  • The best feature that BMC Helix ITSM (Remedy) has that its support team is top-notch.
  • It is helping me to track tickets, track different tasks, request to different departments and report on the business operation area.
  • The only possible error that I find while using the platform that it gets slow sometimes for no reason which is tiring and resulting in a loss of time and effort which leads to less productivity at the workplace.
  • Secondly, some features are based on the Java language and do not supports new and updated web browsers and platforms which needs attention.
BMC Helix ITSM (Remedy) has been operational in our organization for so many years and all departments are using this to streamline their work and manage different services according to needs and it has been a great help for all of us that it is giving us all the possible features which are very much useful in our operations.
Score 7 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is the central system we use to track and manage all IT related tasks for the entire business unit within the organization. IT related tasks such as application/system change requests, are all handled via BMC Helix ITSM (Remedy). This helps us to better manage IT requests, establish standards for processes, especially across various departments and teams.
  • You can customize BMC Helix ITSM (Remedy) to suite your specific needs.
  • Supports ITIL out of the box.
  • Reliable, able to serve our entire business units with thousands of users concurrently with not issues.
  • Can be extended further through integrations with other systems and applications.
  • Expensive compared to other alternatives.
  • We use the on-premise version of the product due to regulatory requirements, so we have to maintain the system ourselves. BMC Helix ITSM (Remedy) is not the easiest system to maintain DIY.
  • While the system is highly customizable, it is sometimes very complex, which also adds additional headaches when it comes to maintenance and upgrades.
BMC Helix ITSM (Remedy) is mostly used to implement ITIL, [which] would be most appropriate for large enterprise-level organizations, which usually have these needs, such as standards and processes. Given its cost and requirements (especially for on-prem), it would not be suitable for smaller organizations, that mostly rely on their nimbleness to compete, and having something such as BMC Helix ITSM (Remedy) would only slow them down.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Remedy (thats what we still call it although the new brand name has been getting popular by the day) has been used in our org in parallel with another ITSM platform for strategic reasons. Our org has multiple sub orgs due to acquisitions done over the years and due to certain business needs, the overall IT infrastructure for a couple of those acquired orgs has stayed separate. Thats where we use BMC Helix ITSM (Remedy) for one of those sub orgs.
  • Very stable component in the form of CMDB
  • The problem management workflows are very structured
  • The new Insights section with the latest release is far superior than the legacy reporting tools
  • Knowledge management section is highly intuitive as compared to some other competing platforms
  • Multi Cloud broker although seems user friendly but has a few integration challenges
  • Asset Management section needs more advanced training for Tier 1 users in order to use it effectively. Still better than competing products
  • Very efficient Change Management including Release management
  • Thats where it comes stronger than a popular competing product which is making improvements looking at how the new remedy change management is structured
  • The Digital workplace has also made many improvements and keeps getting better with newer releases. It had some kinks in the beginning but has gotten better
Evan Kent | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Remedy is used as our internal ticketing system to allow us to keep track of issues across multiple clients in a searchable format as well as allowing individual clients portal access to only see tickets that affect them. Without this, we would not be able to haven't log in and see open issues and track what is going on.
  • Separate Clients
  • Allow Tracking of issues
  • Communicate with separate password storage applications
  • Searching can use some help
  • Sometimes can be a little bit sluggish
  • Occasionally the web interface will crash out
Remedy is best suited for use by an MSP who needs a custom interface. It allows custom fields, and separation by clients. It also allows you to store hints, notes and connect to a program that allows secure storage of clients' passwords all within 1 web interface. Also as it is a web-based client, it allows access from multiple different Desktop and Mobile operating systems
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use it as an external user for our customers. They create support tickets for our queue and we have to solve it and send a description of our work.
  • Assign your tickets
  • Following up of tickets
  • Give a clear explanation of the problem
  • Nice use of screenshots and other information
  • Some details are a little bit fuzzy
  • Not clear directly where to adjust settings
For internal use its great. For external use it could be better.
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Requests (BMC Digital Workplace), Orchestration (TrueSight Orchestrator).
IT and Engineering staff and partners (managed service providers plus vendor partners) use the ITSM component.
All staff (business and technical) use the Service Management component and interact with ITSM for managing their Incidents.
  • Change Management
  • Incident Management
  • Integration with southbound and northbound tools and systems
  • Service Request Management
  • Configuration Management (CMDB)
  • Highly Customisable - two edged sword
  • Ease of use - learning curve
  • Set up and configuration is very complex
  • Highly Customisable - two edged sword
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.
March 28, 2021

BMC Helix Review

Score 6 out of 10
Vetted Review
Verified User
Review Source
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/amend distribution list.
  • Mailbox size issues.
  • General faults and requests.
  • User-interface and operations can be defined as per your companies requirement.
  • Request/response time is faster and the whole ticket status can be viewed and modified at any point in time.
  • End-to-end tracking and follow up makes it easy for the user to prioritize the incident.
  • Duplication of incidents/requests.
  • Stage by stage updates should be provided to the incident raiser.
This is well suited for medium and large scale organizations and this can be a powerful tool if used in the service industry. It may not be appropriate for small scale businesses as the number of users will be less and additional resources would be required. This could cause more overhead for the organization.
Support is good when we need it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is used organization-wide. It is used as the only ITSM for users across the company. Support management with the CMDB option is best as more than 50% of issues faced by our users can be resolved via CMDB suggestions. Tracking users' Incidents and managing them is far easier with BMC Helix ITSM. We also have integrated change management and knowledge-base. It's great to have a single platform for support and change management. And the Dashboards are COOL.
  • User-friendly and customizable user experience.
  • CMDB to build knowledge base
  • Ready templates for easy customization
  • Integration with other solutions ( Operation management and monitoring solutions)
BMC Helix ITSM (Remedy) solution for support portal and solution management is well suited where IT admin staff are below average. BMC Helix ITSM (Remedy) is useful to reduce support calls and has an option to record resolutions to common issues. We appreciate the knowledge-base option to record the solution to a user's reported issue at any level (i.e. at user's end as well as at backend, which is usually solved by vendors/ administrators).
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.
February 13, 2020

Ultimate Remedy Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, Request Management, Knowledge Management and Asset Management. It allows to have a range of ticket types across ITSM in the one tool.
  • The ability to customise the tool to suit business needs.
  • The range of options available within each ticket to relate others tickets, CI's and knowledge articles.
  • Service Level Management console does not allow us to configure all SLA's in our complex environment.
  • Reporting and dashboards could have additional options.
It is well suited to managing Incidents, Requests, Changes, Knowledge and Assets. It is not well suited to detailed reporting so additional tools are required to use for BMC Helix ITSM reporting.
The forum is helpful and support tickets raised with BMC are generally answered in a timely fashion.
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Remedy is used across the whole organization. We have two call centers. One is in Oklahoma City, OK and the other is in Niceville, FL. Remedy is the ticketing system help desk agents use to open service requests for our contacts. I use Remedy every workday and multiple times a day. I gather data on help desk performance metrics and on outages that may occur. The Smart Reporting console has made my work life so much easier as I no longer have to use the SQL command line to pull data.
  • Create report templates in Smart Reporting Console for faster access to data.
  • Quickly and easily search for incidents.
  • Larger reports take a long time to complete and even longer to export.
  • The smart reporting database fails over, but that's on the server and not a problem with the software.
Remedy offers a speedy and intuitive GUI for help desk agents to create and/or search incidents. The templates feature makes creating incidents that are part of an outage or heavily used feature much quicker so the agent can move on the next contact. I don't feel Remedy would be a suitable ticketing system for a small company. The cost and the myriad of features could easily be overwhelming to a novice user.
Remedy support is always quick to reply. When difficult situations occur their agents have no issue working without internal support teams to help "remedy" the situation as fast as possible. The Remedy online support system is a massive undertaking and allows end-users to search for answers without opening a trouble ticket with support.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I have used and consulted on Remedy for the last 15 years. The system has gone a long way though this time.The latest cloud release - Helix ITSM is the finest incarnation. Taking away the hosting headache, while providing a good User Experience (UX) and scalability - this is what a medium to large companies need in the ITSM sphere. This allows them to focus on the process design and compliance. And this is also where Remedy shines.
Small companies - steer away from Remedy products - they are designed with the bigger companies in mind.
  • ITIL Process OOtB
  • Process compliance
  • Scalability
  • Integration with Event Management and Infrastructure Monitoring
  • Zero Downtime Upgrades
  • CMDB UI
  • Reporting
Helix ITSM is an excellent product for medium to large organisations that want to effectively manage their ITIL processes in the cloud. It provides an OOtB pure ITIL implementation available in the cloud. The only configuration required is the Service Catalogue and the Org structure.
Having said that - every company should check if they have this information or know how to get it before deciding on any ITIL solution.
The deployment requires customer involvement and management sponsorship.

I have seen (previous versions of) this tool sold to small organisations (below 200 IT staff).
Deployment and administration was a challenge for them and the ROI (for the on-prem version) was hard to find.
It is possible that the new cloud release improves that but it remains to be seen.

As with any BMC product, to get to the competent people in their support, you need to get though the L1 support. This can be tricky and may take time. Once you are dealing with the L2, you are in the good hands. As for the product releases - the product management is listening to the market trends and customer feedback. The new features are being added reasonably fast.
rahul garg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
BMC Remedy is a powerful and amazing tool which is used by the whole organization. It is one of those critical applications on which operations run. Each and every activity is tracked and managed by the Remedy tool. IT and Non-IT operations are carried by this tool. It is widely used software across the IT Industry.
  • Remedy tool is used for incident management and there are several categories bound with SLAs(Service level agreement) which ensures the closures.
  • It is also used for change management across the organization for different environments which make sure all the processes are followed.
  • It has a knowledge article section where KBs are generated for known issues which are handy for Business as usual.
  • Sometimes it is hard to mention details when several other activities are happening and we need to refresh the page as by that time we lost the data we entered.
  • It could use a light version like Angular JS or React JS so the server load gets reduce.
  • There is no chat facility provided, if it is possible,I reckon it will better facilitate the incident management.
BMC Remedy tool is best-suited for a mid to large scale organization. Once it is successfully established and all the departments are using it efficiently then its benefits have no limit. All IT operations, I guess, can be managed by BMC Remedy and Outlook. No other tool is necessary. It can be used for incident management, change management, knowledge articles, and problem management.
Ankit Parikh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have BMC as an IT service manager ( ITSM), it is used for ticketing purpose. It is used by our service desk team and the entire organization uses it for any help on IT services. It helps us in effective service desk management and also categorizes tickets while following the standards of ITIL. It maintains a proper hierarchy and keeps KPIs and best practices intact! Certainly one of the most used tools around.
  • It helps in reduce ticket volume and faster resolution of tickets with a lot of integration
  • It helps create proper hierarchies and helps categorize the tickets properly
  • It helps take advantage of all of our existing best practice reports, KPIs, and other artifacts
  • I have found it to be a little slower in performance with some minor glitches sometimes
  • Configurations can be complicated and to use it to the max, very good knowledge of tool integration is needed
  • Support can be better at times (but has been good mostly)
For large companies, large ticket volumes are handled properly with good dashboards and data analysis. Compay's with a mall infrastructure and IT presence are not best suited for this software.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
  • Automated assignments are very helpful.
  • Reporting is very good.
  • I don't see any major improvements, but having more flexibility in ticket auto assignments would help.
It is well suited for service ticket management and the auto-assignment of tickets for faster resolution of tickets. If you need a lot of customization, this is not the product.
Timothy Sawah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.

The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
  • 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.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.
  • Again, the ability to have all of the information (changes, incidents, problems, etc.) in one place is paramount.
  • The built-in ability to run simple reports is quite valuable.
  • The ability to interact with Crystal Reports makes BMC Remedy an even more data mining and reporting tool.
  • Once users are trained properly, it allows for the quick and easy creation of new issues.
  • Sometimes it takes a long time to get reports from the inventories.
  • Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training.
  • Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.
It may be more effective for smaller companies to pursue less costly solutions which may not have all of the features, but they still provide the basic functionality. If your company requires multiple levels of access, then it is simple to assign different roles depending on the needs of the individual users and/or groups. If you need to provide metrics on how quickly issues are assigned, resolved, closed, etc., then BMC Remedy is your ticket.
Score 5 out of 10
Vetted Review
Verified User
Review Source
Currently, Remedy is used by the entire IT department to capture the entire ITIL Landscape. What this means in layman terms is that Remedy is responsible for CRUD against everything from Asset Management, to Incident and Change Management.

I say that Remedy is used by the IT department, but other departments also use Remedy- Client Services (the spear-tip of the IT department), the help desk, and other internal departments (power, scheduling, etc) also use remedy to manage their workflow, thought IT is Lion's share of the load.
  • 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
  • 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
Remedy is a solid implementation for an ITIL environment: it processes change tickets, incident tickets very nicely. However, there are a lot of features it lacks: Asset Management, development, batch (bulk/programmatic) actions and UX are severely lacking.

The current context I interface with Remedy is in the helpdesk scenario: an End User submits a ticket, that ticket is routed to the appropriate department, I solve the problem, then close that ticket, all from Remedy. However, processes such as Asset Management are wholly unsuitable to the task, in my opinion, and even my Company uses SAP for the bulk of the purchasing management, thus making it necessary to use two tools, instead of having a central system for purchasing and inventory.
Antonio Acosta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.
  • Applications aligned to ITIL best practices with many of the most common needs covered out of the box.
  • Integration between applications (Incident, problem and change management) makes it really easy create the relationships between these entities.
  • Using the Action Requests (AR) system the application is highly customizable , assuming an appropriate level of knowledge of developing applications using AR System.
  • In Remedy you can do many things but you need to built them first. Many of the Integrations depend on external components and the architecture used to implement the solution.
  • The cloud-based solution should be improved to work in the same way as the on-premise solution.
  • To accomplish minor changes on the appearance of the forms you need a lot of training.
Companies that can't use cloud-based solutions for legal reasons. The on-premise solution in on of the best on the market. It's an expensive solution though for small and medium companies.
Score 5 out of 10
Vetted Review
Verified User
Review Source
We use BMC Remedy for Change Management across the entire organization. It allows users to submit and manage change requests and associated tasks/jobs. We also previously used BMC Remedy for our Help Desk functions but we migrated that to a different product last year. BMC Remedy has been used by my organization for over 10 years.
  • Management of change requests including approvals, scheduling and completing the related tasks
  • Ability for users to approve items via email and mobile devices
  • Allow users to view data/reports easily
  • 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
BMC works for change management functions but what we found was that the application was extremely limited once you make customizations/changes. Standard updates/patches become difficult to execute and then the software gets out of sync with the current version. The ITSM functions were limited and we found other products were far superior in this area.
Mallesh Kanakam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems. All of our businesspeople and salespeople are used to creating support issues within BMC remedy tickets. We are using Remedy force for our ticketing system for Salesforce technical related issues, Aspect product issues, and Apttus related issues.
  • I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
  • It is easy to implement our business requirements In BMC Remedy.
  • On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
  • There is no advanced case management in BMC Remedy IT Service Management Suite, like auto closer and escalation process like we have in Salesforce, which needs to improve.
  • BMC Remedy IT Service Management Suite is missing some key features that would make life easier, such as being able to more easily copy tickets and search for tickets.
  • Technology is slow.
The product is actually quite flexible. This can provide many benefits to multi-site organizations where communication can be a challenge. We have many departments in our company which are using this BMC Remedy with positive feedback.
Martin Rockwell "Rocky" | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).
  • Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount.
  • Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual.
  • Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need.
  • Ease of integration with most third party vendors and external databases.
  • Ease of creating standalone BMC applications for application need within extremely tight schedules.
  • Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it.
  • Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources.
  • Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
  1. Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
  2. Tracking issues and identifying trends based on this tracking is extremely helpful to companies to reduce lost time. Tracking can be across Incidents, Work Orders, Changes, and Assets.
  3. Capability of access data from other databases and treating that data as local.
  4. Its adherence to ITIL standards, almost to a fault.
  5. Ease of customization. If it is desired to veer off the ITIL standards, it is a simple task. This is both a pro and a con.
  6. Interfacing to third-party applications and the open API is a strong bonus.
  7. Creating custom standalone applications in the BMC environment is fast and easy. Applications built within BMC be integrated with any BMC ITSM application. Once these applications are built almost anybody can maintain them and make changes to them.
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
Vetted Review
Verified User
Review Source
It's used by IT department to process incidents
  • Incident reporting
  • Incident reassignment
  • Easy incident creation
  • Incidents track
  • Capability of being adapted
  • Price
  • Usability
Well suited if you work in a second level support service desk, able to interact with monitoring and server management (IM).

Not so easy if used as first point of entry to incidents from end users, I think usability has to be improved.

Is also good for a development team, as is easy to interact with third party software
Jared Fields | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We currently use Asset Management to track user / client hardware, certificates, and contracts.
  • Owner / other relationship values for hardware
  • Great integration into the CMDB, Discovery, and other CI tools
  • Audit log for hardware and configuration changes
  • Poor interface, takes multiple clicks to manage simple things, looks like it was designed in late 90s
  • CMDB takes years to learn / master, not a great amount of training available online (poor documentation on vendor site)
Great for users who already own CMDB, Discovery and other Remedy modules. Integrates well with these other software pieces. I would not suggest using this module if you don't already own the other modules.