- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
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Organize and prioritize service tickets (45)
ITSM collaboration and documentation (44)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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- Clear and intuitive interface
- Customer facing portal integrating different products
- Reporting capabilities
- Tickets handling between modules
- 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
- 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.
- 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.
- 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
- 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
- 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
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
I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
- 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.
- 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)
- 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.
- 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.
- ITIL Process OOtB
- Process compliance
- Integration with Event Management and Infrastructure Monitoring
- Zero Downtime Upgrades
- CMDB UI
- 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.
- 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)
- 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.
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.
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.
- 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.
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
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.
- 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.
- 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
- 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.
- 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.
- Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
- 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.
- Capability of access data from other databases and treating that data as local.
- Its adherence to ITIL standards, almost to a fault.
- 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.
- Interfacing to third-party applications and the open API is a strong bonus.
- 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.
- Incident reporting
- Incident reassignment
- Easy incident creation
- Incidents track
- Capability of being adapted
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
- 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)