BMC Helix ITSM (Remedy)

Depending on the organization, it can really improve and leverage digital transformation, as long as you can agree on one, common product from BMC portfolio across organization, or you define the support streams independently. Unfortunately, communication between products, is cumbersome and difficult, and is seen as confusing for end-users at this point.

BMC Helix ITSM (Remedy) is very useful for Big Enterprises which have a large set of teams and can afford its cost. The BMC Helix ITSM (Remedy) is good at handling a large set of data related to your service environment, be it configuration management of your infrastructure or management of your incident and problem tickets. It works very fast on bulk handling of data like bulk closure of tickets.

BMC Helix ITSM (Remedy) has been operational in our organization for so many years and all departments are using this to streamline their work and manage different services according to needs and it has been a great help for all of us that it is giving us all the possible features which are very much useful in our operations.

BMC Helix ITSM (Remedy) is mostly used to implement ITIL, [which] would be most appropriate for large enterprise-level organizations, which usually have these needs, such as standards and processes. Given its cost and requirements (especially for on-prem), it would not be suitable for smaller organizations, that mostly rely on their nimbleness to compete, and having something such as BMC Helix ITSM (Remedy) would only slow them down.

Remedy is best suited for use by an MSP who needs a custom interface. It allows custom fields, and separation by clients. It also allows you to store hints, notes and connect to a program that allows secure storage of clients' passwords all within 1 web interface. Also as it is a web-based client, it allows access from multiple different Desktop and Mobile operating systems

For internal use its great. For external use it could be better.

Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system.

I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.

This is well suited for medium and large scale organizations and this can be a powerful tool if used in the service industry. It may not be appropriate for small scale businesses as the number of users will be less and additional resources would be required. This could cause more overhead for the organization.

Support is good when we need it.

BMC Helix ITSM (Remedy) solution for support portal and solution management is well suited where IT admin staff are below average. BMC Helix ITSM (Remedy) is useful to reduce support calls and has an option to record resolutions to common issues. We appreciate the knowledge-base option to record the solution to a user's reported issue at any level (i.e. at user's end as well as at backend, which is usually solved by vendors/ administrators).

The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.

It is well suited to managing Incidents, Requests, Changes, Knowledge and Assets. It is not well suited to detailed reporting so additional tools are required to use for BMC Helix ITSM reporting.

The forum is helpful and support tickets raised with BMC are generally answered in a timely fashion.

Remedy offers a speedy and intuitive GUI for help desk agents to create and/or search incidents. The templates feature makes creating incidents that are part of an outage or heavily used feature much quicker so the agent can move on the next contact. I don't feel Remedy would be a suitable ticketing system for a small company. The cost and the myriad of features could easily be overwhelming to a novice user.

Remedy support is always quick to reply. When difficult situations occur their agents have no issue working without internal support teams to help "remedy" the situation as fast as possible. The Remedy online support system is a massive undertaking and allows end-users to search for answers without opening a trouble ticket with support.

As with any BMC product, to get to the competent people in their support, you need to get though the L1 support. This can be tricky and may take time. Once you are dealing with the L2, you are in the good hands. As for the product releases - the product management is listening to the market trends and customer feedback. The new features are being added reasonably fast.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.