TrustRadius
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 Software Inc.BMC Remedy tool for ITSM2019-05-01T16:45:36.052ZBMC 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)rahul gargBMC Remedy- an efficient,mature and capable service management solution2019-02-23T02:29:59.783ZAt 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, BoxTimothy SawahGreat tool to utilize best practices and KPIs for your organization!2019-02-08T21:54:19.134ZWe 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 SolutionsAnkit ParikhBMC helps faster resolution of issues2019-02-23T22:10:54.946ZWe 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 futureVerified UserBMC Remedy is Your Ticket2018-10-18T20:10:05.235ZWe 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 AccessVerified UserBMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly2018-08-20T19:31:16.457ZCurrently, 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 ServerVerified UserRemedy Force is a Ticketing system for Work2017-11-27T16:17:34.880ZOur 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 CommunitiesMallesh KanakamITSM Senior Consultant2018-03-16T14:49:52.556ZThe 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, FreshserviceAntonio AcostaBMC/Remedy means it has the solution2017-11-07T19:49:06.914ZBMC 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.Martin Rockwell "Rocky"BMC for Change Managment/ITSM2017-11-30T17:38:17.311ZWe 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 SharePointVerified UserGood on prem ITSM solution - Expect incremental improvements2017-03-30T21:45:33.309ZWe 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 IDEJim CoryatBMC Asset Management: Works well if you already have Remedy configured2017-04-04T16:04:31.177ZWe 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 ManagerJared FieldsI'm happy wirh BMC2017-07-28T16:47:24.998ZIt'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 ConverterRosa GraciaBMC Remedy ITSM Suite - IT just got GREAT!2017-03-27T16:05:08.533ZWe 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 DeskShaun FieldBMC ITSM Review2017-04-04T14:40:05.428ZWe 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 ManagementShaun SmitBMC Remedy ITSM Suite - Check It Out!!2016-04-14T19:45:58.889ZMy 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 SuiteCrystal CrenshawRemedy ITSM - Solid product2016-07-13T17:03:49.456ZOur 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-MDave CampbellBMC Remedy is the backbone for process maturity and capability.2016-04-14T19:28:46.534ZOur 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 ExchangeMark ArbuthnotThe "Remedy" for your ITIL based solution2016-04-13T19:39:55.542ZWe 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.Shayne FroelichRemedy, the all around king of asset management2016-07-22T15:10:55.646ZBMC 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, ServiceNowSam FigueroaRemedy for Service Management2016-06-13T18:43:36.537ZIt'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 UniventerFairooz HabeebBMC ITSM Suite - Is Certainly Service differentiator2016-05-27T16:44:06.026ZWe 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 12cDinesh ChowdaryWorking with Remedy, as user and as consultant2016-04-18T16:56:24.134ZRemedy 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 ManagementPedro CardosoBMC Remedy is a great ITIL compliant solution2016-04-15T17:41:06.273ZWe 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.NETJim GuzleckiITSM with Smart IT will be great selection2016-04-15T17:26:25.047ZWe 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 helpRakesh Jajper
Unspecified
BMC Helix ITSM (Remedy)
146 Ratings
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