Enhance your support service
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.
Recent Reviews
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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%
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.
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- Integrations
- Competitors
- Tech Details
- FAQs
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).
Comparisons
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Reviews and Ratings
(194)Attribute Ratings
Reviews
(26-43 of 43)Companies can't remove reviews or game the system. Here's why
July 22, 2016
Remedy, the all around king of asset management
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.
July 13, 2016
Remedy ITSM - Solid product
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.
July 11, 2016
BMC Remedy: trusted software for 10 years
BMC Remedy is a more mature product with more complex and business savvy features built into the platform. BMC has been an outstanding business partner and has taken the time to understand our business. They are a trusted IT partner. ServiceNow has the advantage of being a PaaS which relieves the cost and complexity of upgrading.
June 17, 2016
Remedy ITSM review
ServiceNow provided a much cleaner web user interface, however it would not allow us to make the same customizations we have in Remedy.
June 13, 2016
Remedy for Service Management
- CA Univenter
Capability wise, Remedy is way above CA. Also the product roadmap and maturity is so high.
June 09, 2016
Why I like BMC's ITSM Solution
Only have experience with Peregrine from 10 years ago and it's not a fair comparison.
BMC ITSM Suite is completely scalable and can be easily implemented as compared to other ITSM tools.
April 21, 2016
BMC Remedy ITSM Review
Score 10 out of 10
Vetted Review
Verified User
BMC Remedy IT Service Management software is normally compared to Service Now.
April 20, 2016
Remedy a product for all your IT needs
Score 8 out of 10
Vetted Review
Verified User
No comparison Remedy out performs Service Now in every aspect.
April 18, 2016
Working with Remedy, as user and as consultant
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.
April 14, 2016
BMC Remedy is an excellent fit for a Group of Companies
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.
Score 9 out of 10
Vetted Review
Verified User
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.
April 13, 2016
Not Perfect but the Most Complete Solution
I have evaluated ServiceNow.
Remedy was far superior in completeness of predefined workflow. There was a lot that would have had to be built to assure company standards were followed, that reporting would be meaningful and ITIL process was followed to the level required.
Both Remedy and ServiceNow have the capability to build your own forms or workflow. It seems to be a toss up on which way you would want to do these modification. Both seem to have issues with upgrade to some degree if you've done customization/modification. It seems Remedy has a slight edge due to the tools they have built to help the customer decide if they should keep their customization/modification when they upgrade or if Remedy has done a similar change that the customer can use instead.
Remedy was far superior in completeness of predefined workflow. There was a lot that would have had to be built to assure company standards were followed, that reporting would be meaningful and ITIL process was followed to the level required.
Both Remedy and ServiceNow have the capability to build your own forms or workflow. It seems to be a toss up on which way you would want to do these modification. Both seem to have issues with upgrade to some degree if you've done customization/modification. It seems Remedy has a slight edge due to the tools they have built to help the customer decide if they should keep their customization/modification when they upgrade or if Remedy has done a similar change that the customer can use instead.
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
September 28, 2015
Remedy=Knowledge Base/Productivity
- Trackit and LANDESK Service Desk
BMC Remedy IT Service Management Suite has the best knowledge base of any ticketing software I have used and knowledge base is a huge part of daily use.
September 25, 2015
My experience with BMC Remedy
- SolarWinds Network Managment and SolarWinds Network Performance Monitor
SolarWinds is dynamic and tracks live data, but it lacks the granularity of BMC Remedy's asset tracking.
Since I retired, every company I've worked for has used a version of Remedy. I don't have anything product to evaluate it against.
September 29, 2014
BMC puts the aaS in SaaS, but the Promise in on-Premise
Score 7 out of 10
Vetted Review
Verified User
BMC Remedy ITSM should be on your short list if you are considering a robust solution in an on-premise model. The implementation community is very strong and mature. BMC still has the broadest suite of complementary IT Operations add-on products which are still currently on-premise. BMC ADDM is a star performer for application discovery and dependency mapping, especially with respect to integration with CMDB. That is BMC's strong suit. Usability & Support... well, not so much. One thing to be careful to watch for in the demonstration. Many companies simply have stronger sales teams which can make a product shine. That's not always the case with BMC, so ask around to ensure that you have an apples to apples comparison of pre-sales teams!