- 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
Would you like us to let the vendor know that you want pricing?
- Very efficient Change Management including Release management
- Thats where it comes stronger than a popular competing product which is making improvements looking at how the new remedy change management is structured
- The Digital workplace has also made many improvements and keeps getting better with newer releases. It had some kinks in the beginning but has gotten better
I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.
I have personally used it at 2 different large scale IT departments operating in the higher education sector.
The current context I interface with Remedy is in the helpdesk scenario: an End User submits a ticket, that ticket is routed to the appropriate department, I solve the problem, then close that ticket, all from Remedy. However, processes such as Asset Management are wholly unsuitable to the task, in my opinion, and even my Company uses SAP for the bulk of the purchasing management, thus making it necessary to use two tools, instead of having a central system for purchasing and inventory.
- Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
- Tracking issues and identifying trends based on this tracking is extremely helpful to companies to reduce lost time. Tracking can be across Incidents, Work Orders, Changes, and Assets.
- Capability of access data from other databases and treating that data as local.
- Its adherence to ITIL standards, almost to a fault.
- Ease of customization. If it is desired to veer off the ITIL standards, it is a simple task. This is both a pro and a con.
- Interfacing to third-party applications and the open API is a strong bonus.
- Creating custom standalone applications in the BMC environment is fast and easy. Applications built within BMC be integrated with any BMC ITSM application. Once these applications are built almost anybody can maintain them and make changes to them.
Not so easy if used as first point of entry to incidents from end users, I think usability has to be improved.
Is also good for a development team, as is easy to interact with third party software