BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

About TrustRadius Scoring
Score 7.5 out of 100
BMC Helix ITSM (Remedy)

Overview

Recent Reviews

Enhance your support service

6 out of 10
November 05, 2021
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, …
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BMC Helix Review

6 out of 10
March 28, 2021
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/a…
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Ultimate Remedy Review

8 out of 10
February 13, 2020
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, …
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Awards

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Popular Features

View all 13 features

Organize and prioritize service tickets (45)

8.7
87%

ITSM collaboration and documentation (44)

8.6
86%

Self-service tools (44)

8.2
82%

ITSM reports and dashboards (44)

7.7
77%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

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

Would you like us to let the vendor know that you want pricing?

24 people want pricing too

Alternatives Pricing

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ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Jira Service Management (Jira Service Desk)?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

Features Scorecard

Incident and problem management

8.2
82%

ITSM asset management

8.8
88%

Change management

8.4
84%

Product Details

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 SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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.

What is BMC Helix ITSM (Remedy)'s best feature?

Reviewers rate Configuration mangement highest, with a score of 9.3.

Who uses BMC Helix ITSM (Remedy)?

The most common users of BMC Helix ITSM (Remedy) are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 44)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
BMX Helix offered more beneficial terms of use and more options to influence the further development of the products. Also, the support offered by BMC and the opportunity to configure and decide on the usage of the features on our own helped with assessing and making final decision on the product selection.
Score 8 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) suited well to our requirements since it's more matured than other tools and can be installed on our On-Premise servers. The BMC Helix ITSM (Remedy) tool is more suitable for big enterprises which produce or hold a large amount of service management data. Workflow Design in remedy is also simple and user-friendly as compared to other tools.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is a powerful service management platform available in the marketplace providing the best possible services on management. Integration of BMC Helix ITSM (Remedy) is also top-notch. It easily gets integrated with the different platforms that we are already using in the organization for different operations. Really get along with excel, outlook and many more also provide a go-to dashboard to manage operations easily.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Another business unit is using Salesforce for their IT management, and we were looking at switching over. However due to BMC Helix ITSM (Remedy)'s great support for ITIL implementation and the requirement for on-premise, we decided to stick with BMC Helix ITSM (Remedy).
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • BMC Helix ITSM (Remedy) is so much more stable and better structured than MSP
  • MSP has slowness issues if not implemented correctly
  • BMC Helix ITSM (Remedy) has gotten better consistently with the cloud offering
  • BMC Helix ITSM (Remedy) and SNOW ITSM have quite a few things in common
  • BMC Helix ITSM (Remedy) in my opinion has an upper hand as compared to SNOW ITSM for a few key differentiators
Score 9 out of 10
Vetted Review
Verified User
Review Source
Moving to Helix from on premises Remedy provides all the same benefits of ServiceNow with most of the existing customisations we have developed over the last eight years. There was no feature we needed that ServiceNow provided that Helix could not provide.
The biggest factor was Helix's ability to use concurrent licences vs ServiceNow's named licences. We have large numbers of partners who use the system infrequently, but they do need to use it to raise changes or manage incidents/problems. ServiceNow would have been much more costly for effectively the same functionality.
Score 9 out of 10
Vetted Review
Verified User
Review Source
BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following simple words: "It does what it says."
February 13, 2020

Ultimate Remedy Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
Comparing the two, they are quite similar in terms of options available and functionality. I prefer using BMC Helix ITSM (Remedy) as it is easier to customise the tool and has a better user interface. BMC Helix ITSM is the tool used across the business and also by many of our customers. Despite its shortcomings, it is still superior to ServiceNow.
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
McAfee Help Desk is a legacy product. For what it did, it did it well, but in no way comes even close to the features in Remedy. Oracle was a customer system built for the college campus I worked for. The reporting portion in no way could compare the speed and accuracy of Remedy Smart Reporting.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
rahul garg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Timothy Sawah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • Ivanti
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
Mallesh Kanakam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Martin Rockwell "Rocky" | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
Vetted Review
Verified User
Review Source
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.