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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
(194)Attribute Ratings
Reviews
(1-14 of 14)Companies can't remove reviews or game the system. Here's why
June 30, 2021
BMC Helix ITSM (Remedy) for your IT management pains
BMC Helix ITSM (Remedy) is the central system we use to track and manage all IT related tasks for the entire business unit within the organization. IT related tasks such as application/system change requests, are all handled via BMC Helix ITSM (Remedy). This helps us to better manage IT requests, establish standards for processes, especially across various departments and teams.
- 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.
December 03, 2019
OOtB ITIL for Large Organisations
I have used and consulted on Remedy for the last 15 years. The system has gone a long way though this time.The latest cloud release - Helix ITSM is the finest incarnation. Taking away the hosting headache, while providing a good User Experience (UX) and scalability - this is what a medium to large companies need in the ITSM sphere. This allows them to focus on the process design and compliance. And this is also where Remedy shines.
Small companies - steer away from Remedy products - they are designed with the bigger companies in mind.
- ITIL Process OOtB
- Process compliance
- Scalability
- Integration with Event Management and Infrastructure Monitoring
- Zero Downtime Upgrades
- CMDB UI
- Reporting
May 01, 2019
BMC Remedy tool for ITSM
BMC 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.
February 23, 2019
BMC helps faster resolution of issues
We 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.
October 18, 2018
BMC Remedy is Your Ticket
We 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.
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 - 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 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.
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 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.
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 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.
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.