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BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, …
Overview
What is BMC Helix ITSM (Remedy)?
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.
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Popular Features
- Self-service tools (43)9.090%
- ITSM collaboration and documentation (43)8.080%
- Organize and prioritize service tickets (44)7.575%
- ITSM reports and dashboards (43)6.363%
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What is BMC Helix ITSM (Remedy)?
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.
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What is BMC Helix ITSM (Remedy)?
BMC Helix ITSM combines the
latest in digital and cognitive automation technologies to transform
best-practice ITSM principles on a cloud-native platform, enabling users 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 |
Frequently Asked Questions
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.
ServiceNow IT Service Management, Cherwell Service Management, and IFS Assyst are common alternatives for BMC Helix ITSM (Remedy).
Reviewers rate Configuration mangement highest, with a score of 9.1.
The most common users of BMC Helix ITSM (Remedy) are from Enterprises (1,001+ employees).
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Reviews and Ratings
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Reviews
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Score 7 out of 10
Vetted Review
Verified User
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.
March 27, 2017
BMC 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.
March 27, 2017
BMC Remedy ITSM Suite - IT just got GREAT!
Score 10 out of 10
Vetted Review
Verified User
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.
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
July 22, 2016
Remedy, the all around king of asset management
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
July 13, 2016
Remedy ITSM - Solid product
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.
July 11, 2016
BMC Remedy: trusted software for 10 years
BMC Remedy IT Service Management Suite is being used internally at Accenture and to support many of our clients and client engagements. Remedy provides an out of box ready to use ITIL framework that can be adapted to your organization's business process through configuration.
- Allows us to support multiple clients in a multi-tenant instance.
- Ties together the ITIL process across multiple process areas.
- Robust capability to ingest and configure configuration items in the CMDB.
- Some features like Drift Management were not fully functional as expected.
- The ability to support client specific customizations is limited.
- The upgrade process is complex.
June 20, 2016
BMC Remedy
It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
- Out of the box it is ready to be used effectively.
- It integrates well with other tools and processes for enhanced functionality.
- Easy to customize when needed.
- Upgrading the ITSM software should be easier.
June 17, 2016
Remedy ITSM review
Remedy is being used across the organization. IT relies on Remedy to manage their daily tickets and service requests. The end users can enter requests and problems from a self service web interface or directly by calling our 24/7 help desk.
- Provides an intuitive interface for end users
- Alerts the appropriate groups when necessary
- Mobile access needs improvements
- Its often difficult to make customizations
June 13, 2016
Remedy for Service Management
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.
June 09, 2016
Why I like BMC's ITSM Solution
BMC Remedy IT Service Management Suite is currently being used by IT globally and we will expand out to other business services and processes. It addresses standardizing on a singular platform and while it's being viewed as an IT ERP, the plan is to have a centralized system to improve business services and processes.
- 90% of the system is configurable and the rest is customization. However, if going down the customization route, please be aware that future upgrades might break this.
- With the point above, it's easy to set up AR to do what your business needs.
- The breadth of products available under the BMC umbrella for ITSM is staggering.
- Integration between tools; BMC and 3rd party.
- Better customer portal.
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
April 21, 2016
BMC Remedy ITSM Review
Score 10 out of 10
Vetted Review
Verified User
BMC Remedy ITSM is being used by one of my customer's organizations for tracking Incidents and Work Orders. Change and Service Requests are coming in the near future.
- Makes it easier for the customer to follow ITIL best practices.
- Customizing the tool allows you to get Remedy ITSM to perform virtually any function under the sun.
- Consistency across all the different applications.
- What is one of the greatest benefits of the BMC solution, can also be a detriment - the ability to perform any customization. You are able to customize the product to make it virtually unusable.
April 20, 2016
Remedy a product for all your IT needs
Score 8 out of 10
Vetted Review
Verified User
We currently use the full ITSM suite of products. The product has way more features than we will ever use but that is good because as we grow more into the tool the features are already there for us to use.
- Clearly organized data management and cross module functionality. All the different modules can be connected to provide end to end management of the IT organization.
- Highly customizable - rapid production customization is one of the best features.
- Extremely scalable and robust for a large IT organization.
- Needs to be more in the now - Facebook and social media like features. Cleaner web interface.
- The ability for the end user to customize the front based upon their needs.
- More bolt on type module - this would allow a smaller foot print until the organization is ready to add in more features.
April 18, 2016
Working with Remedy, as user and as consultant
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.
April 15, 2016
BMC Remedy is a great ITIL compliant solution
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
April 15, 2016
ITSM with Smart IT will be great selection
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.
April 15, 2016
SmartIT/MyIT a much needed makeover for Remedy Interface
Remedy with SmartIT is mainly used by the IT department. We are rolling out MyIT to non-IT users in the next few months. Most requests are fulfilled using service requests.
- Approvals (Email/Approval Central)
- Change Management Process (Risk Levels, multiple phases)
- Customization Support
- Built in reporting tools (improved significantly with Smart Reporting as compared to BIRT)
- Request Entry Screen (improved significantly with MyIT)
- Install Process (Wish it had 1 unified installer for Core+ITSM)
April 14, 2016
BMC Remedy is an excellent fit for a Group of Companies
BMC Remedy IT Service Management Suite is being used by our whole company. We use it mostly for the following ITIL processes: Incident, Problem, Change, Asset, Service Catalogue, Service Level Management. We want to drive operational efficiencies within the implementation of best practice ITIL processes, focus on getting the benefits by having all the records of IT activities and being able to manage them.
- Breadth and depth of features and possibilities within the tool.
- Implementation of best practices that has been gathered by customers over the years, not just plain ITIL.
- Integration possibilities are virtually unlimited.
- Usability of the tool is at first not at an acceptable level. It is not very easy to get used to the tool and its logic, but once you get it, it becomes really useful. SmartIT has made a major leap towards improving that, but we have not yet implemented it.
- After some time of usage, it becomes apparent that some of the features of the tool were acquired from different vendors, or made by different teams, which means that the forms are not 100% consistent across the tool. This is really not an issue, just a minor remark.
- The support of the tool is the real issue. Communication in bad English, bad quality lines, people who just consume your precious time with the same questions all the time (send us the log), but do not provide valuable feedback, it is very hard to reach level 2 or 3 support, which in our case should be the first thing to do since we have already debugged the issue to a great extent - these are just some examples. Look for a local partner's support from the beginning, if possible. Probably a geographically close partner, that you can visit and make some impact on.
Score 9 out of 10
Vetted Review
Verified User
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.
April 13, 2016
Not Perfect but the Most Complete Solution
BMC Remedy ITSM is used by the company which provides IT outsourcing to over 100 companies. All ticketing is done in Remedy for incidents, change requests, and service requests. Company and some customer assets are managed in Remedy. Service level management is used to monitor and manage contractual service agreements. By leveraging a mature common system, the company is able to leverage shared resources to support multiple customers.
- Change Management - built in processes align tightly with ITIL while allowing company-level flexibility. For example, while a 'multi-tenant' model is used on a shared Remedy instance, each company can have its own approval requirements.
- Incident Management - Data driven assignment rules working with categorization and location/department information assure the incident is assigned properly with automation.
- Service Level Management - It is easy to create rules via a console that are based on any data in an incident, change, service request, task, etc. You are not limited to a few fields to drive your SLAs or OLAs.
- Smart IT - with the new Smart IT interface the information is brought to the support user vs. having to search for it. Type in a few key words and Smart IT suggests incident templates, service request templates and knowledge solutions to choose from.
- Smart IT needs to continue to mature in order to become "the" tool for all interactions by a support user. There are still some areas where a power user has to revert to the mid-tier tool.
- CMDB is not fully multi-tenant or multi-language utilization in the data that drives it. A product can only be listed in one language and have one categorization. This is an issue if a customer has multi-national locations and employees in each only speak their native language. There is no auto-translation of the categorization of the product in the product catalog. Additionally, some companies want to follow the categorization as found in their discovery tool. Not all discovery tools or manual entries are agreed by all companies. This causes uniqueness issues in a multi-tenant environment.
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
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.
September 28, 2015
Remedy=Knowledge Base/Productivity
BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
September 25, 2015
My experience with BMC Remedy
During my time using BMC Remedy Asset Management I was a network implementation engineer, we would complete data center technology refresh projects and update the assets in Remedy. Remedy allowed us to add in all device, port, and circuit information solving the issue of not only asset management but also gave support teams access to accurate documentation when provisioning new customers.
- BMC Remedy Asset Management creates an easy to use central interface for organizations, this is huge when dealing with the fast moving IT industry. Any way to reduce the level of effort for a given project is paramount.
- BMC Remedy Asset Managment at least from the implementation I worked with is not tied into a live repository, making the information manual and static. If there was a plug in to tie monitoring software into the application this would be a huge gain.
BMC Remedy IT Service Management Suite is being used as a ticketing/tracking system to monitor the status of issues that arise within our area of responsibility (AOR). Our organization deals specifically with host based security systems so BMC Remedy IT Service Management Suite is used as a first response and tracking system for us and the customer.
- A customer calls the service desk with a problem. I immediately use BMC Remedy IT Service Management Suite to open a new ticket. I log the issue that the customer is having and use BMC Remedy IT Service Management Suite to assign the ticket to the appropriate group/specific person in group.
- I use BMC Remedy IT Service Management Suite to monitor tickets as well as updating the status. I can also place notes and attachments in individual tickets.
- Once an issue has been resolved, I use BMC Remedy IT Service Management Suite to close out ticket so it's no longer in my personal queue.
- I used BMC Remedy IT Service Management Suite from when it was software based to the now web based platform. Web based is not very user friendly but with patience, time, and practice anyone can get the hang of it. The web based BMC Remedy IT Service Management Suite has so much functionality I can't really think of anything that needs to be changed off hand.
September 29, 2014
BMC puts the aaS in SaaS, but the Promise in on-Premise
Score 7 out of 10
Vetted Review
Verified User
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of business intelligence applications for IT Support & Operations built on the Microsoft BI Stack. Advanced Metrics for IT was originally built to address some of the limitations in reporting associated with the BMC Remedy reporting technology. We have since developed into a competitor of BMC Dashboards and Analytics, offering a Hybrid OLAP approach for enterprise IT departments (which we define as > 100 employees in IT).
- Data-Driven Configuration for quick setup of Categories, Support Departments, Locations, Assignment, Templates & more.
- Depth of Functionality across the ITSM Modules to reduce customization for mature IT organizations
- Customization - BMC Remedy AR System is an on-premise Rapid Application Development platform
- Inexpensive New Customer Licensing - When BMC changed pricing for BMC Remedy ITSM (in the blue model shift back in 2008), they became the least expensive ERP4IT style suite.
- Scalability - There are multiple customers running with 1000s of concurrent users on BMC Remedy. The largest commercial deployment has 8,000+ concurrent users.
- Upgrades - Even though BMC Remedy has a horrible reputation, they have changed their architecture in BMC Remedy ITSM 7.6.4 to add "overlays" which is something that none of their competitors have. This allows customized workflows to be seamlessly migrated, albeit with additional configuration required. Still, it should be applauded as an advance.
- Usability - BMC has been addressing usability issues since the release of ITSM 7.0 (a major shift in architecture). Northcraft Analytics measures average handling time for Incidents, which is about 5% higher than ServiceNow on average. That being said, there is more depth in functionality which leads to increased handling with the benefit of better reporting for management. Still, usability is usually mentioned by customers as an issue.
- SaaS Reliability - BMC Remedy on Demand (not built from the ground up for SaaS) has struggled on the IT Operations side. For a native SaaS offering from BMC - Remedyforce is worth a closer look. It's built on the Salesforce.com platform which is truly SaaS.
- Surveys - BMC Remedy ITSM has had basically the same survey functionality since version 4. It's time for an update. Kinetic Survey is a reliable alternative.
- Notification subscription - BMC added email conversation management in BMC Remedy ITSM 8.1, but BMC really needs to give users that ability to subscribe to IT notifications that they would like/prefer not to receive.
- Group by Group Auto-Assignment - Currently BMC offers group assignment OR individual assignment. Automated round-robin individual assignment would be very helpful if it could enabled for certain groups only... rather than all of them. For example, the L1 team could have individual assignments... but not every group.
- Graphical Workflow - BMC's acquisition of Abydos hasn't yet made it into the ITSM product line. This would help BMC compete more favorably with ServiceNow's glide workflow engine.