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.
Enhance your support service
Best tool to manage business services easily
BMC Helix ITSM (Remedy) for your IT management pains
BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback
Remedy is great for an MSP
Helix as a great ITSM tool
Best practice ITSM out of the box - with extensive customisation if needed
BMC Helix Review
- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
- Create/a…
BMC Helix ITSM: As easy as 1-2-3
Ultimate Remedy Review
BMC Helix ITSM (Remedy)Makes My Job So Much Easier!
OOtB ITIL for Large Organisations
BMC Remedy tool for ITSM
Great tool to utilize best practices and KPIs for your organization!
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
Popular Features
- Self-service tools (44)10.0100%
- ITSM collaboration and documentation (44)9.999%
- Organize and prioritize service tickets (45)9.999%
- ITSM reports and dashboards (44)9.999%
Reviewer Pros & Cons
Pricing
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.
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?
123 people also want pricing
Alternatives Pricing
What is Jira Service Management?
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…
What is Vision Helpdesk?
Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals,…
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.9Organize and prioritize service tickets(45) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9.9Expert directory(32) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.9Service restoration(40) Ratings
Impact assessment and automated fixes for common problems
- 10Self-service tools(44) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9.9Subscription-based notifications(35) Ratings
Users subscribe to notifications for ticket updates
- 9.9ITSM collaboration and documentation(44) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.9ITSM reports and dashboards(44) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 10Configuration mangement(39) Ratings
Database for tracking and reporting all business assets
- 10Asset management dashboard(39) Ratings
Dashboard showing organization's software portfolio
- 9.9Policy and contract enforcement(32) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9.9Change requests repository(43) Ratings
Single repository of all planned changes and releases
- 10Change calendar(40) Ratings
Calendar showing change schedule to stakeholders
- 9.9Service-level management(42) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is BMC Helix ITSM?
BMC Helix ITSM Integrations
BMC Helix ITSM Competitors
BMC Helix ITSM Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(194)Attribute Ratings
Reviews
(1-3 of 3)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.
- Change Management
- Incident Management
- Integration with southbound and northbound tools and systems
- Service Request Management
- Configuration Management (CMDB)
- Highly Customisable - two edged sword
- Ease of use - learning curve
- Set up and configuration is very complex
- Highly Customisable - two edged sword
I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 80%8.0
- Service restoration
- 90%9.0
- Self-service tools
- 80%8.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- 100%10.0
- Change calendar
- 90%9.0
- Service-level management
- 90%9.0
- improved Mean Time to Restore
- Manage SLA with Managed Service Providers
- Manage complex Change Management process with large number of Changes (100s per week)
- Reduced time to action Service Requests using automated provisioning
- Easy to add Service Requests with drag and drop design using Digital Workplace tool
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.
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
Three Remedy engineers to perform day to day maintenance, build custom reports, manage customisations, develop new Digital Workplace Services, manage integrations etc
- IT Service Management - especially Change and Incident Management
- CMDB - Configuration Management
- Request Management (Digital Workplace)
- Automation from alarms received to deployment of field resources
- Integration with multiple systems (eg Oracle HR, Ericsson Cloud Orchestrator, Active Directory)
- Automate the resolution of issues through run books
- Swarming for resolving incidents
- Integration with AWS Cloud tools for better Incident resolution through understanding cloud configuration and current situation
BMC Remedy
- Out of the box it is ready to be used effectively.
- It integrates well with other tools and processes for enhanced functionality.
- Easy to customize when needed.
- Upgrading the ITSM software should be easier.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- N/AN/A
- Service restoration
- N/AN/A
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 60%6.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 80%8.0
- Change calendar
- 70%7.0
- Service-level management
- 80%8.0
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
- Work Requests
- Incident Management
- Change Management
- Integrated the Discovery and Dependency Mapping software to populate ITSM
- Expand/continue to implement Configuration management
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
- Analyst Reports
- Implemented in-house
Remedy=Knowledge Base/Productivity
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 20%2.0
- Service restoration
- N/AN/A
- Self-service tools
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- N/AN/A
- Asset management dashboard
- 50%5.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- N/AN/A
- I don't get paid to figure this piece out but it is a useful tool/software
- Trackit and LANDESK Service Desk
- Ticketing
- Knowledge Base
- Functionality
- We use it for ticketing which was its intended purpose. No other use required.
- Price
- Product Usability
- Product Reputation
- Analyst Reports
- Implemented in-house
- I was not around during the initial implementation
- Self-taught
- All aspects
- Particularly knowledge base
- Customization