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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.BMC Remedy tool for ITSMBMC 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.,10,The return of investment is there for sure, as it is the most reliable application where the organization's National Operation Centre can work upon. It is impossible to track several changes happening every day but this tool makes it possible, The problem management of blocker issues and their tracking helps to resolve issues.,SysAid, Autotask and Spiceworks,JIRA Software, Microsoft Visual Studio Code, Aventri (formerly etouches)BMC Remedy- an efficient,mature and capable service management solutionAt 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.,9,With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations. No more missed or forgotten tickets for work orders by the team - increased efficiency and performance. Approvals hierarchy enforces controlled change management and responsible actions.,Microsoft System Center Configuration Manager, IBM Maximo, CA Service Desk Manager and HP Application Lifecycle Management,Microsoft System Center Configuration Manager, System Center Operations Manager, BoxGreat tool to utilize best practices and KPIs for your organization!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),10,It can be quite expensive so a consultant should be hired to analyze what additional modules are needed The ROI is fantastic for large organization only as it is very helpful for large volume tickets and gives more in return and justify its cost Smaller accounts should consider the options carefully before choosing BMC is what I personally feel,Jira Service Desk,Jira Service Desk, Freshservice, OpenText Digital Asset Management for SAP SolutionsBMC helps faster resolution of issuesWe 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.,8,It helped our business to quickly resolve problems faced through faster resolution of tickets.,,Salesforce Community Cloud,,30,Incident Management Contract Management Change Management Service requests,Customize reports for people from different applications Create new fields as per user requirement,9,No,Price Prior Experience with the Product Positive Sales Experience with the Vendor Third-party Reviews,No ideas in the near futureBMC Remedy is Your TicketWe 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.,9,BMC Remedy has a large and established user base, and the experience that you glean from using it will easily translate to almost anywhere. It can increase your organization's productivity by improving your ticketing methodology and increasing the level of collaboration between various groups. It allowed us to align our organization with ITIL best practices,JIRA Service Desk, Samanage and Spiceworks,SAP Crystal, ASP.NET, Microsoft AccessBMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantlyCurrently, 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,5,Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving. The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.,,Redmine, OneNote, Microsoft SQL ServerRemedy Force is a Ticketing system for WorkOur 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.,9,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.,Salesforce,Salesforce CommunitiesITSM Senior ConsultantThe 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.,9,The time required to implement the on-premise solution is too high and reduces ROI. Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications. You are assigned floating license that let the organization share license pools, thus reducing cost.,ServiceNow,ServiceNow, Remedyforce, FreshserviceBMC/Remedy means it has the solutionBMC 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.,9,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.,ServiceNow,30000,3,Customer satisfaction. Resolving customer issues from email submit to correct assignment of support staff from the correct location. Managing changes to network and systems, managing new hardware setup and installations, getting approvals from ordering equipment, making requested or needed changes and de-conflicting changes using the change calendar. Ordering new personnel PC, installing required software and needed software to complete job. Decommissioning PSs, systems and equipment.,Created gateways or portals to run other web pages from within Remedy. Instead of have many application Windows open everything from one or two Remedy browser tabs open Created a customer standalone Heads Up Display (HUD), to show on screen in a help desk, that showed critical issues, changes going on across all regions. This also helped trending as the help desk could see something going on across regions. This accesses all changes, work orders and incident and displays them in a simplified table, that could scroll by region or all regions at once.,Yes,Product Features Product Usability Product Reputation Prior Experience with the Product Analyst Reports Third-party Reviews,I would not change my process or decisions.BMC for Change Managment/ITSMWe 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,5,The ROI was fine initially as we got what we paid for and it served its purpose Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace Overall ROI was minimal and once the product was out of date we found more value in other tools,Ivanti,LANDesk Service Desk, LANDesk IT Asset Management Suite, CA APM, MS SharePointGood on prem ITSM solution - Expect incremental improvementsWe are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.,For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery. Incident management has show to be effective at routing cases to the appropriate support group for resolution. Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.,The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable. Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago. User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.,7,Our service desk has been able to scale and our service offerings to our customers has improved over the in house created application that it was replaced by. We are able to monitor our SLA agreements through the SLM module which has helped improve service delivery. Change management has been more effective in coordinating change, partly through the tool and partly through service improvement efforts.,,Microsoft System Center Configuration Manager, Visual Studio IDEBMC Asset Management: Works well if you already have Remedy configuredWe 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),7,Once the module is completely integrated and running full-asset lifecycle, we hope to see a better ROI than what we are at now. On the plus side: module did not cost extra to stand up out of the ROD 9 suite. Asset module provides easier insight and view into the CMDB and Discovery CIs.,Lansweeper, Microsoft System Center Configuration ManagerI'm happy wirh BMCIt's used by IT department to process incidents,Incident reporting Incident reassignment Easy incident creation Incidents track,Capability of being adapted Price Usability,6,Positive: less people dedicated to acll center Positive: les time lost in incident tracking Negative: Ownership cost,JIRA Service Desk,SAP Business Warehouse, SAP S/4HANA, SysTools MBOX to Outlook ConverterBMC Remedy ITSM Suite - IT just got GREAT!We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own. We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.,Integrate well with other systems MYIT is a fantastic new interface for users I really enjoy SmartIT as the tool of choice for incident management Very robust system,The ITSM suite has some really poor screens compared to the new SmartIT suite Upgrades could be a lot easier I think with a wizard type method used,10,Using MyIT has definitely helped with turnaround and user acceptance of the system. We notice quite a few bugs in the released versions of the various modules.,JIRA Service DeskBMC ITSM ReviewWe use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.,.Very customizable Based on ITIL so correct processes are there OOTB. Easy enough to implement with very little effort.,Support can be a little slow at times. Some errors are very vague. Still very clunky look and feel but this is slowly being rectified with SmartIT.,10,I don't have visibility of our ROI but it does have a big positive impact to our business and service delivery.,,JIRA Software, BMC Atrium CMDB, BMC Remedy Asset ManagementBMC Remedy ITSM Suite - Check It Out!!My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.,Visibility of tickets is key. All support staff users can see tickets in consoles they have access to. Remedy is a tool which empowers the company to streamline processes and implement a framework, such as ITIL in the case of Remedy.,Some consoles are not built out as much as others. We do our own development and these bugs are more visible to us.,7,It has allowed us to create service requests that have decreased the turnaround time for employee reimbursements.,Ticket Tracker,BMC Atrium CMDB, BMC Remedy Asset Management, BMC Remedy IT Service Management SuiteRemedy ITSM - Solid productOur whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.,Remedy integrates very well with many products so you can have incidents coming from many sources directly into Remedy. Service requests are something that Remedy does well. Once setup a user just has to answer some pre-determined questions and a work order/inicident/change request will automatically be created and populated based on the answers provided so business end users do not need a lot of training in order to open requests. Incident/problem management is a strong point in the Remedy system. Users can open problems directly from the incident ticket with the click of a button and it allows users to track incidents against problems fairly well.,Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved. I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.,9,I don't have any hard numbers for this but without Remedy notifying people with incident tickets about issues we would not be in the position that we are. Our company has over a 99.99% up time and part of it is due to the Remedy system notifying people of possible issues before it causes a downtime. Thanks to Remedy's change request process it has allowed our company to make changes with the confidence that everything will go as planned.,,HP SiteScope, HP Business Process Monitor, Control-MBMC Remedy is the backbone for process maturity and capability.Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.,Rigid enforcement of processes rules and the ability to audit and report on them. Out of the box alignment with ITIL processes. Remedy is easy to customize to meet specific business needs.,It is much better today, but I still think there is room to improve the upgrade and installation--it just seems to take forever. I'd like to see BMC provide more real world configuration out of the box. It is a little overwhelming to someone who is new to the system to have to configure it from scratch.,9,BMC ITSM has allowed us to focus on improving our incident resolution process and reduce our incident backlog significantly. The Change Management application makes it possible for our business users to actively manage business related changes while providing the deep auditing capability we need.,ServiceNow,MS SharePoint, Microsoft ExchangeThe "Remedy" for your ITIL based solutionWe currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.We are able to use it to tie in with our service vendor for changes and incident management via web and email services.,Enterprise level configuration and power. Very customizable and adapts very well to changes in our infrastructure. Flexible ITIL solution. With the ability to customize rules and configurations, we can make it work well with how we currently implement ITIL in our corporation. Self service management. By using Atrium Integrator and Atrium Orchestrator, it can help reduce the amount of workload on the IT Service Desk.,Custom applications can be made but they require a lot of work to maintain. You must take care when adding custom roles to the application. When you install things like Virtual Chat, it has pre-defined role IDs, which if you have inadvertently used, it overwrites your own roles. There is no comprehensive list of used role IDs, so it's "buyer beware" when you use them.,9,It has helped to bring all of our IT into alignment and methodologies when it comes to change management. With MyIT and Remedy 9, we are finally able to onboard our non-IT users and provide self service options that are not overwhelming in an IT based world.,Jira,BMC Remedy Asset Management, BMC Atrium CMDB,300,6,Change Request management Incident management Day to day Work Order management,Auto created tickets from Incident Health checks Automated Change Requests for database reloads Self service automation,10,Yes,10,Yes,One of our team members had, inadvertently, removed permissions from some of our server teams. As a result, Tivoli was creating 15 records per incident because they did not get back the proper responses via email. BMC worked with us over the weekend to come to a resolution and determine a fix, even though it was (ultimately) our own fault for the issue.Remedy, the all around king of asset managementBMC Remedy Asset Management is used by our whole company to track all PC's, tablets, and cell phone assets. It allows us to always keep and up to date database of all our assets, either deployed, spare or end of life devices. It also allows us to properly track change control requests.,Asset Management Integration with other software Easy to use interface,The layout design of the interface could use upgrading The ability to generate alerts would also be nice The reporting system is now old and needs and easier way to write IFTTT scenarios,8,Manage asset list of current hardware Allowed us to manage and control our new hardware deployments Ability to see devices which are EoL,ServiceNow,DameWare Remote Support, SAP CRM, ServiceNowRemedy for Service ManagementIt's being used throughout the organization. It helped reduce the number of applications for service support and operation within the organization. We have a single console as well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.,Best aligned ITIL process - we were able to align our own process without much customization. Tight integration with all modules reduces the data redundancy and duplicate work. We can perform any kind of actions and intelligent work to be carried out by the tool such as validation, and enforcing the policies to be followed etc. You can develop any application on ARS platform which is an advantage.,Users should be able to customize their home page as per their need. There are so many fields not being utilized properly. We need to understand the tool deeply to explore certain capabilities. Most of the valuable features and how to configure those are not available freely. When a customer purchases the application, there is a need for an expert team to come and do the implementation. There should be a possibility for customers to use features like pre-stack implementation with customer data so that it will reduce the implementation time line as well as enable certain features when required. Upgrade path should be configured as a wizard where all required steps should be followed with the upgrade utility. Current process is too complex.,10,ROI is slow as initial investment is high. New entry products have come up with colorful feature which is sometimes [found] attractive by the end users. As far as Remedy is concerned, this is process oriented tool rather than customer oriented.,CA UniventerBMC ITSM Suite - Is Certainly Service differentiatorWe use BMC remedy across the organization. It basically coveres our service management portfolio activities: Working with customers and suppliers to reduce unnecessary ticket volumesSimplifying and standardizing processes, and rolling out best practices globallyStreamlined organisation structure and operating modelDeploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base,Can be easily implemented for huge organizations Scalability and simplification of processes Hassle free usage for end users Maintenance and operating costs are less,Increase the flexibility for integration with external products Enhancing the UI Simplification of process w.r.t modules like Change and Release management,10,Service operations - managing business planning, process & tools, continuous service improvement and training support Major contract transformation - identifying opportunities to improve our quality and cost of service Customer Experience -Ability to manage customer in integrated fashion, seamlessly, regardless of service,HP SM and IBM Tivoli Change and Configuration Management Database,SAP Business Objects, BMC Atrium CMDB, Oracle Database 12cWorking with Remedy, as user and as consultantRemedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs. We use BMC Remedy IT Service Management suite in two major ways: Support our final customer with RemedyInternal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.,ITIL alligned process Web based Easy to install, easy to confiugre,High computer resources needed, specially RAM Not easy to customize. A simple configuration method to enable a few of new fields would be great. There are always bugs, should test a little lot more.,9,With enabling self-service the attention to customer is faster, really 2/7. Zero effort to comply with ITIL. The solution is module-based so you can start for anyone as needed.,CA Service Desk Manager and ServiceNow,BMC Atrium CMDB, BMC Remedy Asset ManagementBMC Remedy is a great ITIL compliant solutionWe use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.,Easily customizable to meet business needs Rock solid reliability and performance Streamlines processes and requirements to assure auditing compliance Standard ITIL compliant processes out of the box,Difficult to integrate via web services Reporting is weak without the use of third party tools Large infrastructure which may be difficult for smaller organizations to maintain,8,We have found we were able to consolidate a number of other products and tools to reduce cost Minimal IT staff required to maintain BMC Remedy Easily customize workflows to meet business process requirements,Visual Studio.NETITSM with Smart IT will be great selectionWe are using only few modules as of now: Incident, Change. and SRM from full the ITSM Suite. There are couple of departments who use Remedy. This tool really helpful to manage incidents, requests and change requests.,It's easy to customize the application as per enterprise need. Easy to integrate, and for sure its integration capability will improve with new versions. BMC documentation, site and support for various products has improved a lot over a couple of years. This really helps a customer to use most of the ITSM tool. We are really impressed with the new Smart IT and My IT tool. And we are planning to move to the new interface very soon. With the introduction of Smart reporting, it should answer most reporting related issues/questions.,Each and every product has room for improvements as does this tool. I would love to see the possibility to customize the new Smart IT Tool, as there are many things in the new tool which may need to change as per enterprise need. I would love to see help contents embedded within the tool for any new user to understand and navigate the tool with ease. Opening the whole help file is good but it will be great if this help is available on Smart IT as well.,9,Customer Satisfaction: New My IT should help
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BMC Helix ITSM (Remedy)
146 Ratings
Score 7.8 out of 101
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BMC Helix ITSM (Remedy) Reviews

BMC Helix ITSM (Remedy)
146 Ratings
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Score 7.8 out of 101

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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.
Read rahul garg's full review
Timothy Sawah profile photo
Score 9 out of 10
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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.
Read Timothy Sawah's full review
Ankit Parikh profile photo
Score 10 out of 10
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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.
Read Ankit Parikh's full review
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Score 8 out of 10
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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.
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Score 9 out of 10
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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.
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Score 5 out of 10
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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.
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Mallesh Kanakam profile photo
Score 9 out of 10
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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.
Read Mallesh Kanakam's full review
Antonio Acosta profile photo
Score 9 out of 10
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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.
Read Antonio Acosta's full review
Martin Rockwell &quot;Rocky&quot; profile photo
Score 9 out of 10
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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.
Read Martin Rockwell "Rocky"'s full review
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Score 5 out of 10
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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.
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Jim Coryat profile photo
Score 7 out of 10
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We are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.
  • For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery.
  • Incident management has show to be effective at routing cases to the appropriate support group for resolution.
  • Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.
  • The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable.
  • Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago.
  • User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.
The product is actually quite flexible. Not well suited for small companies, I would target this for medium to large companies with a substantial IT investment. This can provide many benefits to multi site organizations where communication can be a challenge. The service desk and MyIT offerings can close the gap in being able to reach and support your customers in a organization that is geographically diverse.
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Jared Fields profile photo
Score 7 out of 10
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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.
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Rosa Gracia profile photo
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
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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
Read Rosa Gracia's full review
Shaun Field profile photo
Score 10 out of 10
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We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own.

We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.
  • Integrate well with other systems
  • MYIT is a fantastic new interface for users
  • I really enjoy SmartIT as the tool of choice for incident management
  • Very robust system
  • The ITSM suite has some really poor screens compared to the new SmartIT suite
  • Upgrades could be a lot easier I think with a wizard type method used
I think the medium to large enterprises with regulatory requirements would benefit this product. That said I think a business of all sizes could use various modules of the whole like MyIT and SmartIT they really perform well and look good.
Read Shaun Field's full review
Shaun Smit profile photo
April 04, 2017

BMC ITSM Review

Score 10 out of 10
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We use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.
  • .Very customizable
  • Based on ITIL so correct processes are there OOTB.
  • Easy enough to implement with very little effort.
  • Support can be a little slow at times.
  • Some errors are very vague.
  • Still very clunky look and feel but this is slowly being rectified with SmartIT.
[BMC Remedy is well suited for] Companies with a lot of department or complex environments.
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Crystal Crenshaw profile photo
Score 7 out of 10
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My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
  • Remedy is a tool which empowers the company to streamline processes and implement a framework, such as ITIL in the case of Remedy.
  • Some consoles are not built out as much as others. We do our own development and these bugs are more visible to us.
It is well suited in all areas. We have defined processes but also Remedy assisted us in defining others. It brings to light issues that would typically go unnoticed.
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Dave Campbell profile photo
Score 9 out of 10
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Our whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.
  • Remedy integrates very well with many products so you can have incidents coming from many sources directly into Remedy.
  • Service requests are something that Remedy does well. Once setup a user just has to answer some pre-determined questions and a work order/inicident/change request will automatically be created and populated based on the answers provided so business end users do not need a lot of training in order to open requests.
  • Incident/problem management is a strong point in the Remedy system. Users can open problems directly from the incident ticket with the click of a button and it allows users to track incidents against problems fairly well.
  • Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved.
  • I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy
  • We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.
I believe it is well suited to deal with problem management and incidents. It is very easy to open problem tickets from the incidents and easy to see the relationships between the incidents and the problems. Our company also found that if you come up with a standardized way of naming the problems it makes it easier to search.
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Mark Arbuthnot profile photo
Score 9 out of 10
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Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.
  • Rigid enforcement of processes rules and the ability to audit and report on them.
  • Out of the box alignment with ITIL processes.
  • Remedy is easy to customize to meet specific business needs.
  • It is much better today, but I still think there is room to improve the upgrade and installation--it just seems to take forever.
  • I'd like to see BMC provide more real world configuration out of the box. It is a little overwhelming to someone who is new to the system to have to configure it from scratch.
The Remedy ITSM Suite is a very mature, capable, scalable and customizable tool that can be readily adapted to suit just about any organization's needs. It does take a certain level of ITSM process maturity to implement because it is closely aligned with ITIL. Smaller organizations that are experiencing rapid growth may find that they are constantly having to change some of the foundational data just because they are changing so frequently. If you can get ahead of that, however, the Remedy ITSM Suite will help you to stabilize your IT processes and you will become a better business partner as a result.
Read Mark Arbuthnot's full review
Shayne Froelich profile photo
Score 9 out of 10
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We currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.

We are able to use it to tie in with our service vendor for changes and incident management via web and email services.

  • Enterprise level configuration and power. Very customizable and adapts very well to changes in our infrastructure.
  • Flexible ITIL solution. With the ability to customize rules and configurations, we can make it work well with how we currently implement ITIL in our corporation.
  • Self service management. By using Atrium Integrator and Atrium Orchestrator, it can help reduce the amount of workload on the IT Service Desk.
  • Custom applications can be made but they require a lot of work to maintain.
  • You must take care when adding custom roles to the application. When you install things like Virtual Chat, it has pre-defined role IDs, which if you have inadvertently used, it overwrites your own roles. There is no comprehensive list of used role IDs, so it's "buyer beware" when you use them.
Remedy ITSM is well suited in any business that is trying to help manage their ITIL processes (even if they don't know or have ever heard of ITIL). The power of being able to control and monitor your entire change process also helps to guide a company in proper change management practices.
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Sam Figueroa profile photo
Score 8 out of 10
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BMC Remedy Asset Management is used by our whole company to track all PC's, tablets, and cell phone assets. It allows us to always keep and up to date database of all our assets, either deployed, spare or end of life devices. It also allows us to properly track change control requests.
  • Asset Management
  • Integration with other software
  • Easy to use interface
  • The layout design of the interface could use upgrading
  • The ability to generate alerts would also be nice
  • The reporting system is now old and needs and easier way to write IFTTT scenarios
It is well suited for any business to track and organize assets. It works for companies with Enterprise size or even small business. It would not be appropriate for a home user to use. Home use could be more utilized with a simple database created for asset management of devices used at home.
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Fairooz Habeeb profile photo
Score 10 out of 10
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It's being used throughout the organization. It helped reduce the number of applications for service support and operation within the organization. We have a single console as well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.
  • Best aligned ITIL process - we were able to align our own process without much customization. Tight integration with all modules reduces the data redundancy and duplicate work.
  • We can perform any kind of actions and intelligent work to be carried out by the tool such as validation, and enforcing the policies to be followed etc.
  • You can develop any application on ARS platform which is an advantage.
  • Users should be able to customize their home page as per their need.
  • There are so many fields not being utilized properly. We need to understand the tool deeply to explore certain capabilities. Most of the valuable features and how to configure those are not available freely.
  • When a customer purchases the application, there is a need for an expert team to come and do the implementation. There should be a possibility for customers to use features like pre-stack implementation with customer data so that it will reduce the implementation time line as well as enable certain features when required.
  • Upgrade path should be configured as a wizard where all required steps should be followed with the upgrade utility. Current process is too complex.
Tracking the whole conversation within the ticket helps most of our customers to work efficiently as well as on time.
Read Fairooz Habeeb's full review
Dinesh Chowdary profile photo
Score 10 out of 10
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We use BMC remedy across the organization. It basically coveres our service management portfolio activities:


  • Working with customers and suppliers to reduce unnecessary ticket volumes
  • Simplifying and standardizing processes, and rolling out best practices globally
  • Streamlined organisation structure and operating model
  • Deploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base
  • Can be easily implemented for huge organizations
  • Scalability and simplification of processes
  • Hassle free usage for end users
  • Maintenance and operating costs are less
  • Increase the flexibility for integration with external products
  • Enhancing the UI
  • Simplification of process w.r.t modules like Change and Release management
  • Proactively managing service - through incident, problem, capacity, configuration and change management
  • Continuously monitoring service - preventing failures and rapidly identifying those that do occur
  • Reactively managing customer contact - ensuring resolution of incidents and service requests
  • KCI - Keeping our customer fully informed at all times
Read Dinesh Chowdary's full review
Pedro Cardoso profile photo
Score 9 out of 10
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Remedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs.


We use BMC Remedy IT Service Management Suite in two major ways:


  • Support our final customer with Remedy
  • Internal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.
  • ITIL alligned process
  • Web based
  • Easy to install, easy to confiugre
  • High computer resources needed, specially RAM
  • Not easy to customize. A simple configuration method to enable a few of new fields would be great.
  • There are always bugs, should test a little lot more.
A mid size to enterprise sized company should use it. For a smaller business just you think to grow to enterprise and in that case Remedy can grow up with you.
Read Pedro Cardoso's full review
Jim Guzlecki profile photo
Score 8 out of 10
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We use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.
  • Easily customizable to meet business needs
  • Rock solid reliability and performance
  • Streamlines processes and requirements to assure auditing compliance
  • Standard ITIL compliant processes out of the box
  • Difficult to integrate via web services
  • Reporting is weak without the use of third party tools
  • Large infrastructure which may be difficult for smaller organizations to maintain
Definitely suited for medium to large organizations, especially those with stringing compliance requirements. Though the infrastructure is what gives it the performance advantage, it may also make it difficult for small organizations to implement. Well suited for those looking to improve or implement ITIL compliant solutions and are willing and able to adjust their process to fit.
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Rakesh Jajper profile photo
Score 9 out of 10
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We are using only few modules as of now: Incident, Change. and SRM from full the ITSM Suite. There are couple of departments who use Remedy. This tool really helpful to manage incidents, requests and change requests.
  • It's easy to customize the application as per enterprise need. Easy to integrate, and for sure its integration capability will improve with new versions.
  • BMC documentation, site and support for various products has improved a lot over a couple of years. This really helps a customer to use most of the ITSM tool.
  • We are really impressed with the new Smart IT and My IT tool. And we are planning to move to the new interface very soon. With the introduction of Smart reporting, it should answer most reporting related issues/questions.
  • Each and every product has room for improvements as does this tool. I would love to see the possibility to customize the new Smart IT Tool, as there are many things in the new tool which may need to change as per enterprise need.
  • I would love to see help contents embedded within the tool for any new user to understand and navigate the tool with ease. Opening the whole help file is good but it will be great if this help is available on Smart IT as well.
We get lot of queries where people want to build their own type of templates to create knowledge articles. They want to store release notes, install plans, test plans within Remedy and attach to change for reference.
Read Rakesh Jajper's full review

Feature Scorecard Summary

Organize and prioritize service tickets (32)
8.5
Expert directory (22)
8.7
Service restoration (28)
8.0
Self-service tools (32)
7.3
Subscription-based notifications (25)
8.0
ITSM collaboration and documentation (31)
8.0
ITSM reports and dashboards (31)
8.2
Configuration mangement (28)
8.7
Asset management dashboard (28)
8.1
Policy and contract enforcement (21)
7.6
Change requests repository (31)
7.9
Change calendar (31)
8.6
Service-level management (30)
7.9

About BMC Helix ITSM (Remedy)

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you 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

Operating Systems: Unspecified
Mobile Application:No