BMC Helix ITSM (Remedy) Reviews

151 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Do you work for this company? Manage this listing

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 34)

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

ITIL Process management and compliance is stellar in Helix ITSM, when compared to the competition. The presentation layer at the time of writing (Q4 2019) was catching up with the competition, but not quite there. CMDB management and presentation was lagging behind ServiceNow. Self Service Portals were on par though.
Read this authenticated review
Timothy Sawah profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy.
Read Timothy Sawah's full review
rahul garg profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

BMC Remedy is the whole package where all of your ITSM operations can be managed. It is a reliable product on which the whole organization can depend on as ITSM is highly critical for any organization. Nobody thinks of using any other tool if they are using this tool. Nowadays, BMC APIs can be plugged into Confluence to generate an incident report, it is helpful in an Agile environment.
Read rahul garg's full review
No photo available
Score 5 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
Read this authenticated review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based storage was also a valuable addition.
Read this authenticated review
Mallesh Kanakam profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Read Mallesh Kanakam's full review
Martin Rockwell &quot;Rocky&quot; profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Both of these tools can do the job well. But, ServiceNow is open to more issues when modifications are needed. ServiceNow is pure JavaScript, So if you are now fluent in JavaScript you are open to many issues. BMC/Remedy is module driven and creates JavaScript from the module when the application is called. So the speed is very similar, with way less error. BMC/Remedy ITS is follows the ITIL standard closely. Service now tends to make you scroll down the page to get to more information of tickets, BMC/Remedy ITSM tends to keep you on one page with tab showing the data. BMC/Remedy ITSM will also use popup dialogs to show more data and ServiceNow goes to another page. Both use breadcrumbs to organize flow.
As far as people needed, ServiceNow tends to need more developers.developer then BMC/Remedy does to install and setup. At lest in the 2 times I have seen it installed. and setup. ServiceNow has also, taken as long or longer as far as time is concerned.
Up front cost is a little more expensive, but maintenance costs are less. Plus it depends on the how you use licenses. Most people think that everybody needs a license for BMC?Remedy. This is not correct. People who modify tickets/records need a floating license. I have configured a system where I had 300 floating licenses for over 4,00 support people and never had a problem
Read Martin Rockwell "Rocky"'s full review
Rosa Gracia profile photo
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

BMC Remedy is better than JIRA in IM management and second level support, and also has better reporting capabilities if you don't want to buy additional components such as EazyBI.

Sap Solution Manager is very expensive and focused on SAP developers, I don't think it's a good solution for end users and support for an entire organization.
Read Rosa Gracia's full review
Shaun Smit profile photo
April 04, 2017

BMC ITSM Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

We used to use Heat, we replaced it with BMC Remedy and have never found anything that comes up to the standards of BMC Remedy.
Read Shaun Smit's full review
Dave Campbell profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

I have used Remedy for 16 years and there has been some thought of changing to a new product, but it has been quickly shot down because Remedy does what we need it to do and we have been happy with it. We have never really done a full evaluation of any other products.
Read Dave Campbell's full review
Mark Arbuthnot profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

BMC ITSM is the most mature and proven IT service management tool available. Recent advances in the product's architecture and features make it a clear choice for a rapidly changing IT and business environment. The support and relationship resources that BMC provides give confidence that the Remedy product will continue to be the leader in the IT service management space. A lot of products can provide for process standardization but few of them can do that like Remedy and also offer the flexibility to customize and integrate with existing tools.
Read Mark Arbuthnot's full review
Sam Figueroa profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Remedy has been the standard for many years at many big name companies. The software is solid and it just works well. The software does need to be updated with some new features, but overall it is stable and is reliable. The cost was much less than several other software packages.
Read Sam Figueroa's full review
Pedro Cardoso profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

Remedy has the option to create new applications, new forms, and fields easily. The other products very often need an expert. With Remedy you can take some online courses and learn by your self.
Read Pedro Cardoso's full review
Damir Suban profile photo
Score 8 out of 10
Vetted Review
Reseller
Review Source

Alternatives Considered

BMC provided good proof that we will get the benefits they have promised. There were different criteria in the selection process: Gartner Magic Quadrant, stability of the tool, reputation, price, local consultants, local support, ITIL processes coverage, possibilities to expand the usage to other companies within the group, integration possibilities, customization possibilities etc.
Read Damir Suban's full review

Feature Scorecard Summary

Organize and prioritize service tickets (34)
8.9
Expert directory (23)
8.6
Service restoration (29)
8.0
Self-service tools (34)
7.7
Subscription-based notifications (26)
7.5
ITSM collaboration and documentation (33)
7.8
ITSM reports and dashboards (33)
8.1
Configuration mangement (30)
8.7
Asset management dashboard (30)
8.1
Policy and contract enforcement (23)
7.4
Change requests repository (33)
8.1
Change calendar (33)
8.5
Service-level management (32)
8.3

About BMC Helix ITSM (Remedy)

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you 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