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.
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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
N/A
Unavailable
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
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Product Details
- About
- 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
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
We currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.
We are able to use it to tie in with our service vendor for changes and incident management via web and email services.
- Enterprise level configuration and power. Very customizable and adapts very well to changes in our infrastructure.
- Flexible ITIL solution. With the ability to customize rules and configurations, we can make it work well with how we currently implement ITIL in our corporation.
- Self service management. By using Atrium Integrator and Atrium Orchestrator, it can help reduce the amount of workload on the IT Service Desk.
- Custom applications can be made but they require a lot of work to maintain.
- You must take care when adding custom roles to the application. When you install things like Virtual Chat, it has pre-defined role IDs, which if you have inadvertently used, it overwrites your own roles. There is no comprehensive list of used role IDs, so it's "buyer beware" when you use them.
91.42857142857142%
9.1
73.33333333333333%
7.3
96.66666666666666%
9.7
- It has helped to bring all of our IT into alignment and methodologies when it comes to change management.
- With MyIT and Remedy 9, we are finally able to onboard our non-IT users and provide self service options that are not overwhelming in an IT based world.
300
Everything in IT
6
- Analytical
- Problem solving
- Creative thinking
- Logical decision making steps
- Change Request management
- Incident management
- Day to day Work Order management
- Auto created tickets from Incident Health checks
- Automated Change Requests for database reloads
- Self service automation
Yes
Because ITSM is necessary for our business model to operate properly.
Yes
Absolutely! We have reported several issues and bug fixes to BMC and each and every one has been dealt with accordingly.
One of our team members had, inadvertently, removed permissions from some of our server teams. As a result, Tivoli was creating 15 records per incident because they did not get back the proper responses via email. BMC worked with us over the weekend to come to a resolution and determine a fix, even though it was (ultimately) our own fault for the issue.
September 28, 2015
Remedy=Knowledge Base/Productivity
BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
15.714285714285714%
1.6
16.666666666666668%
1.7
N/A
N/A
- I don't get paid to figure this piece out but it is a useful tool/software
- 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.
3
IT Infrastructure and Networking
3
Networking, Helpdesk/Server support
- Ticketing
- Knowledge Base
- Functionality
- We use it for ticketing which was its intended purpose. No other use required.
Yes
Landesk - lack of KB functionality
- Price
- Product Usability
- Product Reputation
- Analyst Reports
Knowledge Base is required to ensure we all perform/meet the same standard when addressing an issue.
I would not change this action.
- Implemented in-house
No
- I was not around during the initial implementation
- Self-taught
Yes, although I am probably missing out on a lot of other features since I was not shown all the features of the programs.
None that I can think of other than mentioned in the previous page.
No - there is no facility to customize the interface
No - we have not done any custom code
None other than mentioned earlier.
No
Don't need to occur any additional expense.
No
Can't think of a scenario.
- All aspects
- Particularly knowledge base
- Customization
Remedy was already implemented when I moved over as IT coordinator.
No, vendor was around as much as needed.