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BMC Helix ITSM

BMC Helix ITSM

Overview

What is BMC Helix ITSM?

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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Learn from top reviewers

BMC Helix ITSM: A comprehensive review

Rating: 8 out of 10
August 20, 2024
IncentivizedVetted ReviewVerified User
Our organization recently moved to BMC Helix ITSM. The tool is easy to use, feature-rich, fast, and responsive, making our jobs easier. Before BMC Helix ITSM, our IT departmen...
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Verified user
Analyst
BMC Helix ITSM2 years of experience

Great tool!

Rating: 7 out of 10
August 14, 2024
IncentivizedVetted ReviewVerified User
We use BMC Helix ITSM in our company for various use cases. One such use case is for event monitoring, which is linked to ScienceLogic, It seamlessly integrates with BMC Helix...
Continue reading
Verified user
Analyst

Helix leads the way.

Rating: 10 out of 10
August 13, 2024
IncentivizedVetted ReviewVerified User
Currently, Helix ITSM supports all aspects of our business, but the biggest benefit is the huge amount of customization available, which allows us to tailor processes, data, e...
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Verified user
Professional
BMC Helix ITSM25 years of experience

BMC Helix ITSM - a short review

Rating: 8 out of 10
August 6, 2024
IncentivizedVetted ReviewVerified User
We use BMC Helix ITSM primarily for the Incident management and Change management. The tool is mainly used by the Customers and Service desk agents to submit tickets for their...
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Verified user
Employee
BMC Helix ITSM2 years of experience

easy to use and complete tool, although they should be more open with future developers

Rating: 7 out of 10
July 8, 2024
IncentivizedVetted ReviewVerified User
We use the application as the main ticketing tool, as well as to inventory all our applications, equipment, printers, etc., in the CMDB. They actively use it with around 200 p...
Continue reading
Verified user
Analyst
BMC Helix ITSM5 years of experience

BMC Helix ITSM Makes Business Easier

Rating: 10 out of 10
July 1, 2024
IncentivizedVetted ReviewVerified User
We use BMC Helix ITSM for several ITIL processes...asset, change, incident, knowledge and problem. It is used across the IT organization and even in some business units.
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Verified user
Manager
BMC Helix ITSM15 years of experience

BMC Helix ITSM Solid, stable and user friendly ITSM tool.

Rating: 10 out of 10
June 27, 2024
IncentivizedVetted ReviewVerified User
Our primary use is for our Integrated Service Desk, Security Operations Center, and Network Operations. We also use ITSM and Digital workplace for business case automation, in...
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Verified user
Administrator
BMC Helix ITSM20 years of experience

Amazing Software helps follow complete ITIL processes.

Rating: 9 out of 10
May 1, 2024
IncentivizedVetted ReviewVerified User
BMC Helix ITSM (Remedy) is solving the ticket, incident management, asset management, related problem within my organization. Also, it is helping in becoming as the source of ...
Continue reading
Verified user
Engineer
BMC Helix ITSM5 years of experience

Enhance your support service

Rating: 6 out of 10
November 5, 2021
IncentivizedVetted ReviewVerified User
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, or by contact with 1st line of suppor...
Continue reading
Verified user
Employee
BMC Helix ITSM2 years of experience

Best tool to manage business services easily

Rating: 9 out of 10
July 1, 2021
IncentivizedVetted ReviewVerified User
BMC Helix ITSM (Remedy) has been a great help for me over the years. A clean and clear dashboard with a fully professional support team actually makes it the best in operation...
Continue reading
Maria Coelho
Engineer - Information Technology
Senior Software Development Engineering lead
Frontier Communications
BMC Helix ITSM2 years of experience

BMC Helix ITSM (Remedy) for your IT management pains

Rating: 7 out of 10
June 30, 2021
IncentivizedVetted ReviewVerified User
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 ap...
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Verified user
Director
BMC Helix ITSM4 years of experience

BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback

Rating: 8 out of 10
June 30, 2021
IncentivizedVetted ReviewVerified User
Remedy (thats what we still call it although the new brand name has been getting popular by the day) has been used in our org in parallel with another ITSM platform for strate...
Continue reading
Verified user
Engineer
BMC Helix ITSM3 years of experience

Remedy is great for an MSP

Rating: 10 out of 10
June 29, 2021
IncentivizedVetted ReviewVerified User
Remedy is used as our internal ticketing system to allow us to keep track of issues across multiple clients in a searchable format as well as allowing individual clients porta...
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Evan Kent
Team Lead - Information Technology
Legal RSC Level 2 Engineer
All Covered
BMC Helix ITSM5 years of experience

Helix as a great ITSM tool

Rating: 7 out of 10
June 25, 2021
IncentivizedVetted ReviewVerified User
We use it as an external user for our customers. They create support tickets for our queue and we have to solve it and send a description of our work.
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Bas Verschuren
Engineer - Information Technology
Service Engineer
Actemium
BMC Helix ITSM1 year of experience

Best practice ITSM out of the box - with extensive customisation if needed

Rating: 9 out of 10
April 19, 2021
Vetted ReviewVerified User
BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Req...
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Verified user
Engineer
BMC Helix ITSM20 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Verified User
Analyst in Information Technology
Information Technology & Services Company, 1001-5000 employees
Verified User
Analyst in Engineering
Information Technology & Services Company, 10,001+ employees
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Pricing

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BMC Helix ITSM

Contact Sales

Cloud

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.bmc.com/forms/pricing…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.6
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.9
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.2
Avg 8.4
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Product Details

What is BMC Helix ITSM?

BMC Helix IT Service Management (ITSM) is a suite of tools with 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.

Business Challenge
Traditional ITSM processes often involve manual tasks that consume valuable time and resources. Examples include a reliance on email communications to submit or manage service requests, the tracking of projects through spreadsheets, and cumbersome development cycles for new IT service capabilities. These challenges are further amplified by distributed workforces all over the globe, the proliferation of data, and high user expectations for always on responsiveness with immediate resolution of incidents or problems. The pressure to deliver exceptional quality IT services across an increasingly diverse architectural landscape continues to drive digital transformation as a strategic imperative. The IT service desk sits at the center of ITSM modernization and transformation.

BMC Solution
BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management.

Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention.

Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

BMC Helix ITSM Integrations

BMC Helix ITSM Competitors

BMC Helix ITSM Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

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 (discontinued), and IFS Assyst are common alternatives for BMC Helix ITSM.

Reviewers rate Service-level management highest, with a score of 9.6.

The most common users of BMC Helix ITSM are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(208)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

User-Friendly Interface: Reviewers consistently praise BMC Helix ITSM's clear and intuitive interface for enhancing navigation, boosting task efficiency, simplifying user interactions, and improving overall user experience.

Modern Modules for Efficient Management: Users highlight BMC Helix ITSM's modern modules' role in streamlining operations, effectively tracking services, facilitating workflows, seamlessly integrating with enterprises, and promoting organizational efficiency.

Excellent Customer Support: Customers highly value the top-notch support team of BMC Helix ITSM for its prompt assistance, valuable guidance, exceptional responsiveness to user needs, and dedication to ensuring a positive user experience. Customer service has been able to effectively tackle any issues in a timely fashion resulting in a positive end user experience.

Sluggish Performance: Users have noted occasional system sluggishness, leading to decreased productivity, extended task completion times, and frustration over inefficiencies in daily operations.

Complex Customization: The high level of customization complexity requires additional training and resources for effective management. Users find navigating the interface to be challenging especially regarding maintenance and upgrades within the system. Having a more simplified customization experience could increase productivity and allow users to have a better overall experience.

Integration Challenges: Several users highlighted difficulties with seamlessly integrating the Multi Cloud broker feature into their workflow. These integration issues can disrupt processes, resulting in functional hindrances on the platform.

Reviews

(1-25 of 58)
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BMC Helix ITSM: A comprehensive review

Rating: 8 out of 10
Incentivized
August 20, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
Use Cases and Deployment Scope
Our organization recently moved to BMC Helix ITSM. The tool is easy to use, feature-rich, fast, and responsive, making our jobs easier. Before BMC Helix ITSM, our IT department struggled with inconsistent and inefficient processes, leading to slow resolutions and customer dissatisfaction. Our use case automates incident, problem, and change management, prioritizing incidents, improving communication, and slashing response/resolution times.
Pros and Cons
  • BMC Helix ITSM is automating incident management to enable faster resolution.
  • Better service performance through advanced analytics.
  • This results in unified and proficient support for IT.
Likelihood to Recommend
It would be 8 for me on recommending BMC Helix ITSM. It provides strong capabilities, significant improvement in the IT operations. There is need to improve user interface simplicity and integration flexibility. It still gives a lot good capabilities comparing to its competitor. For those looking for holistic IT Service Management solutions, this is a great selection.

Great tool!

Rating: 7 out of 10
Incentivized
August 14, 2024
Verified User
Vetted Review
Verified User
Use Cases and Deployment Scope
We use BMC Helix ITSM in our company for various use cases. One such use case is for event monitoring, which is linked to ScienceLogic, It seamlessly integrates with BMC Helix ITSM and automatically syncs all the tickets. We also use BMC Helix ITSM to manage various change requests and tasks. BMC Helix ITSM is useful for easily managing tickets throughout their lifecycle.
Pros and Cons
  • Manage tickets efficiently and efficiently
  • Provide insights by giving the options for reports
  • Complete support to manage incidents, change requests, tasks
Likelihood to Recommend
I would definitely recommend it to colleagues if they need an IT Service management platform and require end to end support along with detailed explanation which is required.
I would not recommend if a new age client requires an ITSM as there are options like Service now that integrate with other tools better rather than BMC Helix ITSM.

Helix leads the way.

Rating: 10 out of 10
Incentivized
August 13, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
25 years of experience
Use Cases and Deployment Scope
Currently, Helix ITSM supports all aspects of our business, but the biggest benefit is the huge amount of customization available, which allows us to tailor processes, data, etc., to customer demands in very short time scales. This has led to reductions in contract start-up times and improvements in reporting, first-time fixes, etc.
Pros and Cons
  • Incident management.
  • Asset management.
  • Change management.
  • Release management.
  • User engagement.
  • Customization
Likelihood to Recommend
For IT Service solutions that follow an ITIL process, Helix is perfect. The current version does not cater to a Service Provider management concept without customization. Still, as this is incredibly intuitive (providing access to the necessary skills), it can be easily overcome with enough planning. Ensuring the latest version is installed gives access to some excellent new tools, especially GPT-based systems.

BMC Helix ITSM - a short review

Rating: 8 out of 10
Incentivized
August 06, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
Use Cases and Deployment Scope
We use BMC Helix ITSM primarily for the Incident management and Change management. The tool is mainly used by the Customers and Service desk agents to submit tickets for their issues in the services. The ticket will be worked upon by multiple support teams as per customer service level agreements.
Pros and Cons
  • Customer Service Overview
  • Incident reporting and tracking
  • KPI tracking and reporting
Likelihood to Recommend
BMC Helix ITSM is well suited for the scenarios where a IT Service Management application is needed at the enterprise level. it can also support multiple integrations and interfaces. also, it can be a one stop solution for the all the ITSM needs including Service request portal.

but, it is not suitable for smaller enterprises.

easy to use and complete tool, although they should be more open with future developers

Rating: 7 out of 10
Incentivized
July 08, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
Use Cases and Deployment Scope
We use the application as the main ticketing tool, as well as to inventory all our applications, equipment, printers, etc., in the CMDB. They actively use it with around 200 people, although there may be about 4000 clients. The application helps us comply with ITIL through forms and our own procedures.
Pros and Cons
  • Inventory. You can relate an asset with incidents, changes, no disponibility, etc in the same form
  • Development new features in the forms and make new workflows in an easy way
  • intuitive customer interface
Likelihood to Recommend
It is a tool that, for the customer, is very intuitive and complete. Anyone can use it with a short 1 hour training.For technical service it is also quite easy to use.But I would only recommend it if you have developers who have already worked with it because of what I mentioned in the negative points. You cannot download software to do laboratories at home and train yourself.

BMC Helix ITSM Makes Business Easier

Rating: 10 out of 10
Incentivized
July 01, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
15 years of experience
Use Cases and Deployment Scope
We use BMC Helix ITSM for several ITIL processes...asset, change, incident, knowledge and problem. It is used across the IT organization and even in some business units.
Pros and Cons
  • Friendly user interface
  • Ease of getting data out via reporting
  • New features being released regularly
  • Integration between modules
Likelihood to Recommend
BMC Helix ITSM fits our use cases very well. And if there is a gap, we work with our account team to get new ideas submitted or find a way to fill that gap with functionality we may not be aware of.

BMC Helix ITSM Solid, stable and user friendly ITSM tool.

Rating: 10 out of 10
Incentivized
June 27, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
20 years of experience
Use Cases and Deployment Scope
Our primary use is for our Integrated Service Desk, Security Operations Center, and Network Operations. We also use ITSM and Digital workplace for business case automation, including HR, Finance, Contracts Management, and Supplier Management. We have built many automation and integration workflows to minimize human intervention in repetitive tasks and streamline the Service desk so that we can focus on real support issues.
Pros and Cons
  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
Likelihood to Recommend
BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.

Amazing Software helps follow complete ITIL processes.

Rating: 9 out of 10
Incentivized
May 01, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
Use Cases and Deployment Scope
BMC Helix ITSM (Remedy) is solving the ticket, incident management, asset management, related problem within my organization. Also, it is helping in becoming as the source of truth, which really helps in automation on the data. The customization in the solution really helps in adding the new fields, which makes it more friendly with our organization specific use case.
Pros and Cons
  • Asset Management
  • Incident Management
  • Change Management
Likelihood to Recommend
It is well suited for Incident Management, where specific fields can be added. It provides the ready to deploy fields which makes it easier to start with the software. Further change management approval process really helped our organization in following up the ITIL processes. BMC Helix ITSM (Remedy) has helped in Problem Management use case as well with lots of different customized fields.

Enhance your support service

Rating: 6 out of 10
Incentivized
November 05, 2021
Verified User
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
Use Cases and Deployment Scope
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, or by contact with 1st line of support. Then the internal teams work on the solutions in tiered model. Once the solution is found, they can respond to the requester.
Pros and Cons
  • Clear and intuitive interface
  • Customer facing portal integrating different products
Likelihood to Recommend
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.

Best tool to manage business services easily

Rating: 9 out of 10
Incentivized
July 01, 2021
MC
Maria Coelho
Senior Software Development Engineering lead
Frontier Communications (Telecommunications, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
View profile
Use Cases and Deployment Scope
BMC Helix ITSM (Remedy) has been a great help for me over the years. A clean and clear dashboard with a fully professional support team actually makes it the best in operation. I would definitely recommend this to other organizations to have in their system to manage business operations successfully.
Pros and Cons
  • It is designed on a very much modernized module and best for management and service tracking for all types of enterprises to streamline the operations and create effective workflows for multiple processes within the organization.
  • The best feature that BMC Helix ITSM (Remedy) has that its support team is top-notch.
  • It is helping me to track tickets, track different tasks, request to different departments and report on the business operation area.
Likelihood to Recommend
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) for your IT management pains

Rating: 7 out of 10
Incentivized
June 30, 2021
Verified User
Vetted Review
Verified User
BMC Helix ITSM
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.

BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback

Rating: 8 out of 10
Incentivized
June 30, 2021
Verified User
Vetted Review
Verified User
BMC Helix ITSM
3 years of experience
Use Cases and Deployment Scope
Remedy (thats what we still call it although the new brand name has been getting popular by the day) has been used in our org in parallel with another ITSM platform for strategic reasons. Our org has multiple sub orgs due to acquisitions done over the years and due to certain business needs, the overall IT infrastructure for a couple of those acquired orgs has stayed separate. Thats where we use BMC Helix ITSM (Remedy) for one of those sub orgs.
Pros and Cons
  • Very stable component in the form of CMDB
  • The problem management workflows are very structured
  • The new Insights section with the latest release is far superior than the legacy reporting tools
  • Knowledge management section is highly intuitive as compared to some other competing platforms
Likelihood to Recommend
  • Very efficient Change Management including Release management
  • Thats where it comes stronger than a popular competing product which is making improvements looking at how the new remedy change management is structured
  • The Digital workplace has also made many improvements and keeps getting better with newer releases. It had some kinks in the beginning but has gotten better

Remedy is great for an MSP

Rating: 10 out of 10
Incentivized
June 29, 2021
EK
Evan Kent
Legal RSC Level 2 Engineer
All Covered (Information Technology & Services, 501-1000 employees)
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
View profile
Use Cases and Deployment Scope
Remedy is used as our internal ticketing system to allow us to keep track of issues across multiple clients in a searchable format as well as allowing individual clients portal access to only see tickets that affect them. Without this, we would not be able to haven't log in and see open issues and track what is going on.
Pros and Cons
  • Separate Clients
  • Allow Tracking of issues
  • Communicate with separate password storage applications
Likelihood to Recommend
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

Helix as a great ITSM tool

Rating: 7 out of 10
Incentivized
June 25, 2021
BV
Bas Verschuren
Service Engineer
Actemium (Industrial Automation, 201-500 employees)
Vetted Review
Verified User
BMC Helix ITSM
1 year of experience
Use Cases and Deployment Scope
We use it as an external user for our customers. They create support tickets for our queue and we have to solve it and send a description of our work.
Pros and Cons
  • Assign your tickets
  • Following up of tickets
  • Give a clear explanation of the problem
  • Nice use of screenshots and other information
Likelihood to Recommend
For internal use its great. For external use it could be better.

Best practice ITSM out of the box - with extensive customisation if needed

Rating: 9 out of 10
April 19, 2021
Verified User
Vetted Review
Verified User
BMC Helix ITSM
20 years of experience
Use Cases and Deployment Scope
BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Requests (BMC Digital Workplace), Orchestration (TrueSight Orchestrator).
IT and Engineering staff and partners (managed service providers plus vendor partners) use the ITSM component.
All staff (business and technical) use the Service Management component and interact with ITSM for managing their Incidents.
Pros and Cons
  • Change Management
  • Incident Management
  • Integration with southbound and northbound tools and systems
  • Service Request Management
  • Configuration Management (CMDB)
  • Highly Customisable - two edged sword
Likelihood to Recommend
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.

BMC Helix Review

Rating: 6 out of 10
Incentivized
March 28, 2021
Verified User
Vetted Review
Verified User
BMC Helix ITSM
4 years of experience
Use Cases and Deployment Scope
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/amend distribution list.
  • Mailbox size issues.
  • General faults and requests.
Pros and Cons
  • User-interface and operations can be defined as per your companies requirement.
  • Request/response time is faster and the whole ticket status can be viewed and modified at any point in time.
  • End-to-end tracking and follow up makes it easy for the user to prioritize the incident.
Likelihood to Recommend
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.

BMC Helix ITSM: As easy as 1-2-3

Rating: 9 out of 10
Incentivized
February 18, 2020
Verified User
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
Use Cases and Deployment Scope
BMC Helix ITSM (Remedy) is used organization-wide. It is used as the only ITSM for users across the company. Support management with the CMDB option is best as more than 50% of issues faced by our users can be resolved via CMDB suggestions. Tracking users' Incidents and managing them is far easier with BMC Helix ITSM. We also have integrated change management and knowledge-base. It's great to have a single platform for support and change management. And the Dashboards are COOL.
Pros and Cons
  • User-friendly and customizable user experience.
  • CMDB to build knowledge base
Likelihood to Recommend
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).

Ultimate Remedy Review

Rating: 8 out of 10
Incentivized
February 13, 2020
Verified User
Vetted Review
Verified User
BMC Helix ITSM
3 years of experience
Use Cases and Deployment Scope
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, Request Management, Knowledge Management and Asset Management. It allows to have a range of ticket types across ITSM in the one tool.
Pros and Cons
  • The ability to customise the tool to suit business needs.
  • The range of options available within each ticket to relate others tickets, CI's and knowledge articles.
Likelihood to Recommend
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.

BMC Helix ITSM (Remedy)Makes My Job So Much Easier!

Rating: 10 out of 10
Incentivized
January 24, 2020
KL
Kevin Lintner
Service Desk Analyst
Chickasaw Nation Industries, Inc. (Government Relations, 1001-5000 employees)
Vetted Review
Verified User
BMC Helix ITSM
4 years of experience
View profile
Use Cases and Deployment Scope
Remedy is used across the whole organization. We have two call centers. One is in Oklahoma City, OK and the other is in Niceville, FL. Remedy is the ticketing system help desk agents use to open service requests for our contacts. I use Remedy every workday and multiple times a day. I gather data on help desk performance metrics and on outages that may occur. The Smart Reporting console has made my work life so much easier as I no longer have to use the SQL command line to pull data.
Pros and Cons
  • Create report templates in Smart Reporting Console for faster access to data.
  • Quickly and easily search for incidents.
Likelihood to Recommend
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.

OOtB ITIL for Large Organisations

Rating: 8 out of 10
Incentivized
December 03, 2019
Verified User
Vetted Review
Verified User
BMC Helix ITSM
15 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • ITIL Process OOtB
  • Process compliance
  • Scalability
  • Integration with Event Management and Infrastructure Monitoring
  • Zero Downtime Upgrades
Likelihood to Recommend
Helix ITSM is an excellent product for medium to large organisations that want to effectively manage their ITIL processes in the cloud. It provides an OOtB pure ITIL implementation available in the cloud. The only configuration required is the Service Catalogue and the Org structure.
Having said that - every company should check if they have this information or know how to get it before deciding on any ITIL solution.
The deployment requires customer involvement and management sponsorship.

I have seen (previous versions of) this tool sold to small organisations (below 200 IT staff).
Deployment and administration was a challenge for them and the ROI (for the on-prem version) was hard to find.
It is possible that the new cloud release improves that but it remains to be seen.

BMC Remedy tool for ITSM

Rating: 10 out of 10
Incentivized
May 01, 2019
rg
rahul garg
Technology Analyst
Infosys (Information Technology and Services, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.

Great tool to utilize best practices and KPIs for your organization!

Rating: 10 out of 10
Incentivized
April 01, 2019
AP
Ankit Parikh
IT Analyst
Tata Consultancy Services (Information Technology and Services, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
View profile
Use Cases and Deployment Scope
We 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.
Pros and Cons
  • 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
Likelihood to Recommend
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.

BMC helps faster resolution of issues

Rating: 8 out of 10
Incentivized
February 23, 2019
Verified User
Vetted Review
Verified User
BMC Helix ITSM
3 years of experience
Use Cases and Deployment Scope
We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
Pros and Cons
  • Automated assignments are very helpful.
  • Reporting is very good.
Likelihood to Recommend
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.

BMC Remedy- an efficient,mature and capable service management solution

Rating: 9 out of 10
Incentivized
February 23, 2019
TS
Timothy Sawah
IT Project Manager
The George Washington University (Higher Education, 5001-10,000 employees)
Vetted Review
Verified User
BMC Helix ITSM
8 years of experience
View profile
Use Cases and Deployment Scope
At 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.
Pros and Cons
  • 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.
Likelihood to Recommend
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 is Your Ticket

Rating: 9 out of 10
Incentivized
October 18, 2018
Verified User
Vetted Review
Verified User
BMC Helix ITSM
11 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
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