BMC Helix ITSM (Remedy) Reviews

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

[BMC Remedy is well suited for] Companies with a lot of department or complex environments.

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.

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.

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.

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.

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.

Tracking the whole conversation within the ticket helps most of our customers to work efficiently as well as on time.