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BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

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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Recent Reviews

BMC Helix Review

6 out of 10
March 28, 2021
Incentivized
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/a…
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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

View all 13 features
  • Self-service tools (43)
    9.0
    90%
  • ITSM collaboration and documentation (43)
    8.0
    80%
  • Organize and prioritize service tickets (44)
    7.5
    75%
  • ITSM reports and dashboards (43)
    6.3
    63%
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Pricing

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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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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.5
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.6
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.7
Avg 8.4
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Product Details

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) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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).
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Comparisons

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Reviews and Ratings

(194)

Attribute Ratings

Reviews

(1-25 of 50)
Companies can't remove reviews or game the system. Here's why
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Depending on the organization, it can really improve and leverage digital transformation, as long as you can agree on one, common product from BMC portfolio across organization, or you define the support streams independently. Unfortunately, communication between products, is cumbersome and difficult, and is seen as confusing for end-users at this point.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) has been operational in our organization for so many years and all departments are using this to streamline their work and manage different services according to needs and it has been a great help for all of us that it is giving us all the possible features which are very much useful in our operations.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) is mostly used to implement ITIL, [which] would be most appropriate for large enterprise-level organizations, which usually have these needs, such as standards and processes. Given its cost and requirements (especially for on-prem), it would not be suitable for smaller organizations, that mostly rely on their nimbleness to compete, and having something such as BMC Helix ITSM (Remedy) would only slow them down.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Evan Kent | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Remedy is best suited for use by an MSP who needs a custom interface. It allows custom fields, and separation by clients. It also allows you to store hints, notes and connect to a program that allows secure storage of clients' passwords all within 1 web interface. Also as it is a web-based client, it allows access from multiple different Desktop and Mobile operating systems
Score 9 out of 10
Vetted Review
Verified User
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system.

I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
March 28, 2021

BMC Helix Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
This is well suited for medium and large scale organizations and this can be a powerful tool if used in the service industry. It may not be appropriate for small scale businesses as the number of users will be less and additional resources would be required. This could cause more overhead for the organization.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) solution for support portal and solution management is well suited where IT admin staff are below average. BMC Helix ITSM (Remedy) is useful to reduce support calls and has an option to record resolutions to common issues. We appreciate the knowledge-base option to record the solution to a user's reported issue at any level (i.e. at user's end as well as at backend, which is usually solved by vendors/ administrators).
February 13, 2020

Ultimate Remedy Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is well suited to managing Incidents, Requests, Changes, Knowledge and Assets. It is not well suited to detailed reporting so additional tools are required to use for BMC Helix ITSM reporting.
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Remedy offers a speedy and intuitive GUI for help desk agents to create and/or search incidents. The templates feature makes creating incidents that are part of an outage or heavily used feature much quicker so the agent can move on the next contact. I don't feel Remedy would be a suitable ticketing system for a small company. The cost and the myriad of features could easily be overwhelming to a novice user.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Helix ITSM is an excellent product for medium to large organisations that want to effectively manage their ITIL processes in the cloud. It provides an OOtB pure ITIL implementation available in the cloud. The only configuration required is the Service Catalogue and the Org structure.
Having said that - every company should check if they have this information or know how to get it before deciding on any ITIL solution.
The deployment requires customer involvement and management sponsorship.

I have seen (previous versions of) this tool sold to small organisations (below 200 IT staff).
Deployment and administration was a challenge for them and the ROI (for the on-prem version) was hard to find.
It is possible that the new cloud release improves that but it remains to be seen.

rahul garg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
BMC Remedy tool is best-suited for a mid to large scale organization. Once it is successfully established and all the departments are using it efficiently then its benefits have no limit. All IT operations, I guess, can be managed by BMC Remedy and Outlook. No other tool is necessary. It can be used for incident management, change management, knowledge articles, and problem management.
Ankit Parikh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
For large companies, large ticket volumes are handled properly with good dashboards and data analysis. Compay's with a mall infrastructure and IT presence are not best suited for this software.
Timothy Sawah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management.

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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It may be more effective for smaller companies to pursue less costly solutions which may not have all of the features, but they still provide the basic functionality. If your company requires multiple levels of access, then it is simple to assign different roles depending on the needs of the individual users and/or groups. If you need to provide metrics on how quickly issues are assigned, resolved, closed, etc., then BMC Remedy is your ticket.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Remedy is a solid implementation for an ITIL environment: it processes change tickets, incident tickets very nicely. However, there are a lot of features it lacks: Asset Management, development, batch (bulk/programmatic) actions and UX are severely lacking.

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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
BMC works for change management functions but what we found was that the application was extremely limited once you make customizations/changes. Standard updates/patches become difficult to execute and then the software gets out of sync with the current version. The ITSM functions were limited and we found other products were far superior in this area.
Mallesh Kanakam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The product is actually quite flexible. This can provide many benefits to multi-site organizations where communication can be a challenge. We have many departments in our company which are using this BMC Remedy with positive feedback.
Martin Rockwell "Rocky" | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  1. Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
  2. 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.
  3. Capability of access data from other databases and treating that data as local.
  4. Its adherence to ITIL standards, almost to a fault.
  5. 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.
  6. Interfacing to third-party applications and the open API is a strong bonus.
  7. 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.
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Well suited if you work in a second level support service desk, able to interact with monitoring and server management (IM).

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
Jared Fields | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Great for users who already own CMDB, Discovery and other Remedy modules. Integrates well with these other software pieces. I would not suggest using this module if you don't already own the other modules.
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