BMC Helix ITSM (Remedy) Reviews

151 Ratings
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Score 7.8 out of 100

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Score 8 out of 10
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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.

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November 27, 2019

BMC Helix Review

Score 7 out of 10
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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.
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Timothy Sawah profile photo
Score 9 out of 10
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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.
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rahul garg profile photo
Score 10 out of 10
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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.
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Score 8 out of 10
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It is well suited for service ticket management and the auto-assignment of tickets for faster resolution of tickets. If you need a lot of customization, this is not the product.
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Score 5 out of 10
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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.
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Score 9 out of 10
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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.
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Antonio Acosta profile photo
Score 9 out of 10
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Companies that can't use cloud-based solutions for legal reasons. The on-premise solution in on of the best on the market. It's an expensive solution though for small and medium companies.
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Martin Rockwell &quot;Rocky&quot; profile photo
Score 9 out of 10
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  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.
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Jim Coryat profile photo
Score 7 out of 10
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The product is actually quite flexible. Not well suited for small companies, I would target this for medium to large companies with a substantial IT investment. This can provide many benefits to multi site organizations where communication can be a challenge. The service desk and MyIT offerings can close the gap in being able to reach and support your customers in a organization that is geographically diverse.
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Jared Fields profile photo
Score 7 out of 10
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Likelihood to Recommend

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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Rosa Gracia profile photo
July 28, 2017

I'm happy wirh BMC

Score 6 out of 10
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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
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Shaun Field profile photo
Score 10 out of 10
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I think the medium to large enterprises with regulatory requirements would benefit this product. That said I think a business of all sizes could use various modules of the whole like MyIT and SmartIT they really perform well and look good.
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Dave Campbell profile photo
Score 9 out of 10
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I believe it is well suited to deal with problem management and incidents. It is very easy to open problem tickets from the incidents and easy to see the relationships between the incidents and the problems. Our company also found that if you come up with a standardized way of naming the problems it makes it easier to search.
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Mark Arbuthnot profile photo
Score 9 out of 10
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The Remedy ITSM Suite is a very mature, capable, scalable and customizable tool that can be readily adapted to suit just about any organization's needs. It does take a certain level of ITSM process maturity to implement because it is closely aligned with ITIL. Smaller organizations that are experiencing rapid growth may find that they are constantly having to change some of the foundational data just because they are changing so frequently. If you can get ahead of that, however, the Remedy ITSM Suite will help you to stabilize your IT processes and you will become a better business partner as a result.
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Shayne Froelich profile photo
Score 9 out of 10
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Likelihood to Recommend

Remedy ITSM is well suited in any business that is trying to help manage their ITIL processes (even if they don't know or have ever heard of ITIL). The power of being able to control and monitor your entire change process also helps to guide a company in proper change management practices.
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Sam Figueroa profile photo
Score 8 out of 10
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Likelihood to Recommend

It is well suited for any business to track and organize assets. It works for companies with Enterprise size or even small business. It would not be appropriate for a home user to use. Home use could be more utilized with a simple database created for asset management of devices used at home.
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Dinesh Chowdary profile photo
Score 10 out of 10
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  • Proactively managing service - through incident, problem, capacity, configuration and change management
  • Continuously monitoring service - preventing failures and rapidly identifying those that do occur
  • Reactively managing customer contact - ensuring resolution of incidents and service requests
  • KCI - Keeping our customer fully informed at all times
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Jim Guzlecki profile photo
Score 8 out of 10
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Definitely suited for medium to large organizations, especially those with stringing compliance requirements. Though the infrastructure is what gives it the performance advantage, it may also make it difficult for small organizations to implement. Well suited for those looking to improve or implement ITIL compliant solutions and are willing and able to adjust their process to fit.
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Feature Scorecard Summary

Organize and prioritize service tickets (34)
8.9
Expert directory (23)
8.6
Service restoration (29)
8.0
Self-service tools (34)
7.7
Subscription-based notifications (26)
7.5
ITSM collaboration and documentation (33)
7.8
ITSM reports and dashboards (33)
8.1
Configuration mangement (30)
8.7
Asset management dashboard (30)
8.1
Policy and contract enforcement (23)
7.4
Change requests repository (33)
8.1
Change calendar (33)
8.5
Service-level management (32)
8.3

About BMC Helix ITSM (Remedy)

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you to provide superior service management across multi-cloud environments that is intelligent and predictive.

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BMC Helix ITSM (Remedy) Technical Details

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