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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 Review

Rating: 8 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
BMC Helix ITSM In general with more specific usage around Incident, Change, Problem and WO management
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Jeff Woods
Vice-President - Information Technology
Vice Product
Mastercard
BMC Helix ITSM7 years of experience

BMC Helix ITSM...its awesome!

Rating: 10 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
Reduction in calls to the service desk Increase self service options
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Chas Eddingfield
Manager - Information Technology
IT Service Manager
CIC
BMC Helix ITSM15 years of experience

BMC Helix ITSM Rocks

Rating: 9 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
Incident, Change, Asset, CMDB, DWP. Utilize to support help desk, server management, request catalog and fulfillment
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Verified user
Employee
BMC Helix ITSM30 years of experience

Overall a nice product

Rating: 8 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
we use BMC Helix ITSM to create incidents reports
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Verified user
Engineer
BMC Helix ITSM2 years of experience

BMC Helix ITSM is great for documenting things

Rating: 7 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
BMC Helix ITSM Is our ticketing tool and I use it to document IT related issues
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Verified user
Manager
BMC Helix ITSM13 years of experience

BMC Helix ITSM for DWP Change management

Rating: 10 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
I use BMC Helix ITSM for DWP Change management
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Ghanima Alharoun
Employee - Quality Assurance
Technical Service Support Professional
Zain Kuwait
BMC Helix ITSM4 years of experience

Go for Gold with the Best.

Rating: 9 out of 10
October 13, 2024
IncentivizedVetted ReviewVerified User
A ticketing system is used to address all the day-to-day tickets, e.g., service requests, incidents, infrastructure events, change management, work order assignment, and digit...
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Verified user
Manager
BMC Helix ITSM12 years of experience

BMC Helix ITSM - Enterprise Leader

Rating: 10 out of 10
October 3, 2024
IncentivizedVetted ReviewVerified User
As a Managed Service Provider, we use BMC Helix ITSM to support our internal IT services, but also over 2,000,000 client users across over 130 clients. BMC Helix ITSM enable...
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Verified user
Director
BMC Helix ITSM8 years of experience

BMC Helix ITSM is a great product that offers a wide variety of modules and processes to suit your business needs

Rating: 9 out of 10
September 26, 2024
IncentivizedVetted ReviewVerified User
In our organization, we use BMC Helix ITSM to capture requests from the business for all of our support offerings, whether that be IS, HR, or facilities management. We can eas...
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Tim Kendall
Professional - Information Technology
Applications Developer
Aecon
BMC Helix ITSM12 years of experience

Achieving excellence with BMC Helix ITSM

Rating: 10 out of 10
September 12, 2024
IncentivizedVetted ReviewVerified User
We use BMC Helix ITSM to control the major disciplines of ITIL (Change Management, Configuration Management, Incident and Request Fulfillment, IT asset management). The main s...
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Olimpio J B Santos
Manager - Information Technology
IT GOVERNANCE CHIEF
YAMAHA MOTOR
BMC Helix ITSM7 years of experience
Verified on LinkedIn

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...
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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...
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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
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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
Jeff Woods
Vice Product
Mastercard (Financial Services, 10,001+ employees)
Chas Eddingfield
IT Service Manager
CIC (Insurance, 5001-10,000 employees)
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Pricing

View all pricing

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

8.7
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 Organize and prioritize service tickets and 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

View all alternatives
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Reviews and Ratings

(235)

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 41)
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Go for Gold with the Best.

Rating: 9 out of 10
Incentivized
October 13, 2024
Verified User
Vetted Review
Verified User
BMC Helix ITSM
12 years of experience
Use Cases and Deployment Scope
A ticketing system is used to address all the day-to-day tickets, e.g., service requests, incidents, infrastructure events, change management, work order assignment, and digitalized customized request forms with approval workflows. All this is tracked accordingly, and users are aware of the progress of each ticket status and self-serve to manage the request entirely. Notification will be sent as well to inform you of the creation and closure of each ticket status. This reduces all the unnecessary paperwork or emails that need to be tracked separately.
Pros and Cons
  • Change Management.
  • Incident Management.
  • Service Desk.
Likelihood to Recommend
Highly customizable and strictly follows ITIL Process and with ISO20K standards that easily manage audits from PWC and KPMG for any evidence or findings. It is a customizable and complete suite for ITSM instead of separate modules and integration compared to their competitors. The visibility of each status is easy to use and unique to different user profiles.

BMC Helix ITSM is a great product that offers a wide variety of modules and processes to suit your business needs

Rating: 9 out of 10
Incentivized
September 26, 2024
TK
Tim Kendall
Applications Developer
Aecon (Construction, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
12 years of experience
Use Cases and Deployment Scope
In our organization, we use BMC Helix ITSM to capture requests from the business for all of our support offerings, whether that be IS, HR, or facilities management. We can easily manage and track any and all of our business needs through a single tool, we then utilize these requests to generate change requests, work orders or incidents for our internal support groups, or to integrate our solution to 3rd party companies through RestAPI to bi-directionally communicate the request parameters. Our Contracts and Assets are all managed within BMC Helix ITSM today as well.
Pros and Cons
  • Request Management
  • Ease of Use through the interfaces
  • Helix Dashboards for reporting
Likelihood to Recommend
BMC Helix ITSM offers a wide array of different modules for better organization of the different classifications of ticket types to allow for clear distinction between the different types. The change management module follows a very customizable and innovative lifecycle to easily align to the internal business process. The Developer Studio allows for customizations of virtually any scenario you would like created or changed.

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 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.

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.

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.

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.

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.

BMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly

Rating: 5 out of 10
Incentivized
August 20, 2018
Verified User
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
Remedy is a solid implementation for an ITIL environment: it processes change tickets, incident tickets very nicely. However, there are a lot of features it lacks: Asset Management, development, batch (bulk/programmatic) actions and UX are severely lacking.

The current context I interface with Remedy is in the helpdesk scenario: an End User submits a ticket, that ticket is routed to the appropriate department, I solve the problem, then close that ticket, all from Remedy. However, processes such as Asset Management are wholly unsuitable to the task, in my opinion, and even my Company uses SAP for the bulk of the purchasing management, thus making it necessary to use two tools, instead of having a central system for purchasing and inventory.

ITSM Senior Consultant

Rating: 9 out of 10
Incentivized
March 16, 2018
AA
Antonio Acosta
ITSM Specialist
GB Advisors, Inc. (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
BMC Helix ITSM
18 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Companies that can't use cloud-based solutions for legal reasons. The on-premise solution in on of the best on the market. It's an expensive solution though for small and medium companies.

BMC for Change Managment/ITSM

Rating: 5 out of 10
Incentivized
November 30, 2017
Verified User
Vetted Review
Verified User
BMC Helix ITSM
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
BMC works for change management functions but what we found was that the application was extremely limited once you make customizations/changes. Standard updates/patches become difficult to execute and then the software gets out of sync with the current version. The ITSM functions were limited and we found other products were far superior in this area.

Remedy Force is a Ticketing system for Work

Rating: 9 out of 10
Incentivized
November 27, 2017
MK
Mallesh Kanakam
PRINCIPAL CPQ ENGINEER
Aspect Software (Computer Software, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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...
Likelihood to Recommend
The product is actually quite flexible. This can provide many benefits to multi-site organizations where communication can be a challenge. We have many departments in our company which are using this BMC Remedy with positive feedback.

BMC/Remedy means it has the solution

Rating: 9 out of 10
November 07, 2017
Use Cases and Deployment Scope
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).
Pros and Cons
  • 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.
Likelihood to Recommend
  1. Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
  2. Tracking issues and identifying trends based on this tracking is extremely helpful to companies to reduce lost time. Tracking can be across Incidents, Work Orders, Changes, and Assets.
  3. Capability of access data from other databases and treating that data as local.
  4. Its adherence to ITIL standards, almost to a fault.
  5. Ease of customization. If it is desired to veer off the ITIL standards, it is a simple task. This is both a pro and a con.
  6. Interfacing to third-party applications and the open API is a strong bonus.
  7. Creating custom standalone applications in the BMC environment is fast and easy. Applications built within BMC be integrated with any BMC ITSM application. Once these applications are built almost anybody can maintain them and make changes to them.

I'm happy wirh BMC

Rating: 6 out of 10
Incentivized
July 28, 2017
RG
Rosa Gracia
Partner
Consultia IT (Management Consulting, 51-200 employees)
Vetted Review
Verified User
BMC Helix ITSM
3 years of experience
View profile
Use Cases and Deployment Scope
It's used by IT department to process incidents
Pros and Cons
  • Incident reporting
  • Incident reassignment
  • Easy incident creation
  • Incidents track
Likelihood to Recommend
Well suited if you work in a second level support service desk, able to interact with monitoring and server management (IM).

Not so easy if used as first point of entry to incidents from end users, I think usability has to be improved.

Is also good for a development team, as is easy to interact with third party software

BMC ITSM Review

Rating: 10 out of 10
April 04, 2017
SS
Shaun Smit
Remedy Developer
Derivco (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
BMC Helix ITSM
12 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • .Very customizable
  • Based on ITIL so correct processes are there OOTB.
  • Easy enough to implement with very little effort.
Likelihood to Recommend
[BMC Remedy is well suited for] Companies with a lot of department or complex environments.

Good on prem ITSM solution - Expect incremental improvements

Rating: 7 out of 10
March 30, 2017
JC
Jim Coryat
Senior Software Engineer
Micron Technology (Semiconductors, 10,001+ employees)
Vetted Review
Verified User
BMC Helix ITSM
10 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
The product is actually quite flexible. Not well suited for small companies, I would target this for medium to large companies with a substantial IT investment. This can provide many benefits to multi site organizations where communication can be a challenge. The service desk and MyIT offerings can close the gap in being able to reach and support your customers in a organization that is geographically diverse.

BMC Remedy ITSM Suite - Check It Out!!

Rating: 7 out of 10
Incentivized
March 27, 2017
CC
Crystal Crenshaw
Service Management Systems Analyst
SECU (Financial Services, 5001-10,000 employees)
Vetted Review
Verified User
BMC Helix ITSM
2 years of experience
View profile
Use Cases and Deployment Scope
My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.
Pros and Cons
  • 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.
Likelihood to Recommend
It is well suited in all areas. We have defined processes but also Remedy assisted us in defining others. It brings to light issues that would typically go unnoticed.

BMC Remedy ITSM Suite - IT just got GREAT!

Rating: 10 out of 10
March 27, 2017
SF
Shaun Field
Senior Remedy Developer
Derivco International (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
BMC Helix ITSM
6 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
I think the medium to large enterprises with regulatory requirements would benefit this product. That said I think a business of all sizes could use various modules of the whole like MyIT and SmartIT they really perform well and look good.
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