- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
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Organize and prioritize service tickets (45)
ITSM collaboration and documentation (44)
Self-service tools (44)
ITSM reports and dashboards (44)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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- 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
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.
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.
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
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.
- Ticket Tracker