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BMC Helix ITSM (Remedy) is solving the ticket, incident management, asset management, related problem within my organization. Also, it is …
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.
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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
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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.
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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
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is BMC Helix ITSM?
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 Integrations
BMC Helix ITSM Competitors
BMC Helix ITSM 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.
Reviewers rate Self-service tools and Configuration mangement and Asset management dashboard highest, with a score of 10.
The most common users of BMC Helix ITSM are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(194)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Requests (BMC Digital Workplace), Orchestration (TrueSight Orchestrator).
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.
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
85.71428571428571%
8.6
83.33333333333334%
8.3
93.33333333333334%
9.3
- 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
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.
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.
5000
5000 use the Service Request Management function - they represent all areas of the business
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
4
One Architect (70% of role)
Three Remedy engineers to perform day to day maintenance, build custom reports, manage customisations, develop new Digital Workplace Services, manage integrations etc
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
February 23, 2019
BMC helps faster resolution of issues
We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
- Automated assignments are very helpful.
- Reporting is very good.
- I don't see any major improvements, but having more flexibility in ticket auto assignments would help.
77.14285714285714%
7.7
83.33333333333334%
8.3
83.33333333333334%
8.3
- It helped our business to quickly resolve problems faced through faster resolution of tickets.
I haven't used any alternate tools.
We use it for change management, incident management and also for addressing end user issues. I mostly use it as a ticket tool and for contract management
30
Should have knowledge on JAVA, SQL.
- Incident Management
- Contract Management
- Change Management
- Service requests
- Customize reports for people from different applications
- Create new fields as per user requirement
No
- Price
- Prior Experience with the Product
- Positive Sales Experience with the Vendor
- Third-party Reviews
Price and review. Our company is in cost cutting mode and also the cutting edge features offered attracted us the most
No ideas in the near future
November 07, 2017
BMC/Remedy means it has the solution
Score 9 out of 10
Vetted Review
Verified User
BMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).
- Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount.
- Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual.
- Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need.
- Ease of integration with most third party vendors and external databases.
- Ease of creating standalone BMC applications for application need within extremely tight schedules.
- Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it.
- Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources.
- Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
97.14285714285714%
9.7
90%
9.0
96.66666666666666%
9.7
- Identifying trends quickly is a big deal and gets people back to work quickly.
- The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
- The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
- I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
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
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
30000
Users of the BMC/Remedy ITSM are from all business, From everyday users who submit tickets using email, phone or actually entering a ticket. Support people entering changes for systems, PC's or network changes, Executive assistants entering tickets for executives by email. Everybody has the ability to create a work Order or incident
3
One person is responsible for all everyday issues, like ITSM system configurations changes and minor system issues. One person for level 3 support issues or application changes and developing and maintaining new applications and environment hardware support. One supervisor who manages the while system and interfaces with management and does level 3 support also
- Customer satisfaction. Resolving customer issues from email submit to correct assignment of support staff from the correct location.
- Managing changes to network and systems, managing new hardware setup and installations, getting approvals from ordering equipment, making requested or needed changes and de-conflicting changes using the change calendar.
- Ordering new personnel PC, installing required software and needed software to complete job. Decommissioning PSs, systems and equipment.
- Created gateways or portals to run other web pages from within Remedy. Instead of have many application Windows open everything from one or two Remedy browser tabs open
- Created a customer standalone Heads Up Display (HUD), to show on screen in a help desk, that showed critical issues, changes going on across all regions. This also helped trending as the help desk could see something going on across regions. This accesses all changes, work orders and incident and displays them in a simplified table, that could scroll by region or all regions at once.
Yes
At the time of evaluation of Remedy, yes. Other software was evaluated, none had the flexibility BMC/Remedy had.
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Analyst Reports
- Third-party Reviews
Nothing, just over all and ability to create standalone applications that accessed remote databases
I would not change my process or decisions.
June 20, 2016
BMC Remedy
It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
- 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.
54.28571428571429%
5.4
43.33333333333333%
4.3
76.66666666666667%
7.7
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
1000
IT, Help Desk, and Application Support teams
4
Form Developer, Software Administrator and Linux Administrator
- Work Requests
- Incident Management
- Change Management
- Integrated the Discovery and Dependency Mapping software to populate ITSM
- Expand/continue to implement Configuration management
Not Sure
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
- Analyst Reports
Prior experience with Product
- Implemented in-house
Yes
Service Request implemented first and few workflows setup. Incident and Change implemented next with Asset and configuration management implemented later.
Change management was a small part of the implementation and was well-handled
We implemented ITSM with the purpose of making use of the Change management modules once installed.
No
We pay another third party BMC partner for expanded support when we need it.
No
Yes, but I don't use it
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.