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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
(1-25 of 33)Companies can't remove reviews or game the system. Here's why
July 01, 2021
Best tool to manage business services easily
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.
- 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.
- The only possible error that I find while using the platform that it gets slow sometimes for no reason which is tiring and resulting in a loss of time and effort which leads to less productivity at the workplace.
- Secondly, some features are based on the Java language and do not supports new and updated web browsers and platforms which needs attention.
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.
Score 9 out of 10
Vetted Review
Verified 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 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.
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.
- Change Management
- Incident Management
- Integration with southbound and northbound tools and systems
- Service Request Management
- Configuration Management (CMDB)
- Highly Customisable - two edged sword
- Ease of use - learning curve
- Set up and configuration is very complex
- Highly Customisable - two edged sword
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.
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.
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.
- 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.
- Customization can be lengthy due to the numerous features included in the software.
- New staff members require some sort of hands-on training to get to know all the use capabilities.
- The analytics can be improved to include forecasts and trend analysis.
- Expensive compared to competitors.
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.
August 20, 2018
BMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly
Currently, Remedy is used by the entire IT department to capture the entire ITIL Landscape. What this means in layman terms is that Remedy is responsible for CRUD against everything from Asset Management, to Incident and Change Management.
I say that Remedy is used by the IT department, but other departments also use Remedy- Client Services (the spear-tip of the IT department), the help desk, and other internal departments (power, scheduling, etc) also use remedy to manage their workflow, thought IT is Lion's share of the load.
I say that Remedy is used by the IT department, but other departments also use Remedy- Client Services (the spear-tip of the IT department), the help desk, and other internal departments (power, scheduling, etc) also use remedy to manage their workflow, thought IT is Lion's share of the load.
- Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
- Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
- The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
- The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
- The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
- By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
- The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
March 16, 2018
ITSM Senior Consultant
The ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.
- Applications aligned to ITIL best practices with many of the most common needs covered out of the box.
- Integration between applications (Incident, problem and change management) makes it really easy create the relationships between these entities.
- Using the Action Requests (AR) system the application is highly customizable , assuming an appropriate level of knowledge of developing applications using AR System.
- In Remedy you can do many things but you need to built them first. Many of the Integrations depend on external components and the architecture used to implement the solution.
- The cloud-based solution should be improved to work in the same way as the on-premise solution.
- To accomplish minor changes on the appearance of the forms you need a lot of training.
November 30, 2017
BMC for Change Managment/ITSM
We use BMC Remedy for Change Management across the entire organization. It allows users to submit and manage change requests and associated tasks/jobs. We also previously used BMC Remedy for our Help Desk functions but we migrated that to a different product last year. BMC Remedy has been used by my organization for over 10 years.
- Management of change requests including approvals, scheduling and completing the related tasks
- Ability for users to approve items via email and mobile devices
- Allow users to view data/reports easily
- Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
- Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
- Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations
November 27, 2017
Remedy Force is a Ticketing system for Work
Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems. All of our businesspeople and salespeople are used to creating support issues within BMC remedy tickets. We are using Remedy force for our ticketing system for Salesforce technical related issues, Aspect product issues, and Apttus related issues.
- I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
- It is easy to implement our business requirements In BMC Remedy.
- On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
- There is no advanced case management in BMC Remedy IT Service Management Suite, like auto closer and escalation process like we have in Salesforce, which needs to improve.
- BMC Remedy IT Service Management Suite is missing some key features that would make life easier, such as being able to more easily copy tickets and search for tickets.
- Technology is slow.
November 07, 2017
BMC/Remedy means it has the solution
Score 9 out of 10
Vetted Review
Verified User
BMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).
- Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount.
- Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual.
- Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need.
- Ease of integration with most third party vendors and external databases.
- Ease of creating standalone BMC applications for application need within extremely tight schedules.
- Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it.
- Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources.
- Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
July 28, 2017
I'm happy wirh BMC
It's used by IT department to process incidents
- Incident reporting
- Incident reassignment
- Easy incident creation
- Incidents track
- Capability of being adapted
- Price
- Usability
April 04, 2017
BMC ITSM Review
Score 10 out of 10
Vetted Review
Verified User
We use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.
- .Very customizable
- Based on ITIL so correct processes are there OOTB.
- Easy enough to implement with very little effort.
- Support can be a little slow at times.
- Some errors are very vague.
- Still very clunky look and feel but this is slowly being rectified with SmartIT.
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 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 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.