BMC Helix ITSM (Remedy) Reviews

Remedy's incident management console makes searching for customers, incidents and templates fast and easy. This allows a lower on phone time and gets escalated incidents to technicians much more quickly.

Remedy Smart Reporting allows for the creation of search templates by specific date periods or for "yesterday" or "today." This quickens the turn around time on ad hoc report requests making for a happy customer.

Reduction of on-premises data-center resources that were occupied by previous solution

Ease of management as it is cloud-based as well

Allows us to manage tickets effectively in one tool, meaning less overhead.

Poor SLM tool means we can't accurately rely on management of SLA's within the tool.

ROI in Large organisaitons - very quick

Smaller organisations struggled to find ROI

Organisation change takes time

Individual user requests are handled within SLA.

All the requests are documented and available for review when required.

Business objectives are achieved within the budget.

The return of investment is there for sure, as it is the most reliable application where the organization's National Operation Centre can work upon.

It is impossible to track several changes happening every day but this tool makes it possible,

The problem management of blocker issues and their tracking helps to resolve issues.

With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations.

No more missed or forgotten tickets for work orders by the team - increased efficiency and performance.

Approvals hierarchy enforces controlled change management and responsible actions.

It can be quite expensive so a consultant should be hired to analyze what additional modules are needed

The ROI is fantastic for large organization only as it is very helpful for large volume tickets and gives more in return and justify its cost

Smaller accounts should consider the options carefully before choosing BMC is what I personally feel

It helped our business to quickly resolve problems faced through faster resolution of tickets.

BMC Remedy has a large and established user base, and the experience that you glean from using it will easily translate to almost anywhere.

It can increase your organization's productivity by improving your ticketing methodology and increasing the level of collaboration between various groups.

It allowed us to align our organization with ITIL best practices

Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes

Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API

Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.

The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.

When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.

I really enjoy Smart IT as the tool of choice for our incident management team.

Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.

The time required to implement the on-premise solution is too high and reduces ROI.

Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications.

You are assigned floating license that let the organization share license pools, thus reducing cost.

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.

Our service desk has been able to scale and our service offerings to our customers has improved over the in house created application that it was replaced by.

We are able to monitor our SLA agreements through the SLM module which has helped improve service delivery.

Change management has been more effective in coordinating change, partly through the tool and partly through service improvement efforts.

Once the module is completely integrated and running full-asset lifecycle, we hope to see a better ROI than what we are at now.

On the plus side: module did not cost extra to stand up out of the ROD 9 suite.

Asset module provides easier insight and view into the CMDB and Discovery CIs.

Positive: less people dedicated to acll center

Positive: les time lost in incident tracking

Negative: Ownership cost

Using MyIT has definitely helped with turnaround and user acceptance of the system.

We notice quite a few bugs in the released versions of the various modules.

I don't have visibility of our ROI but it does have a big positive impact to our business and service delivery.

It has allowed us to create service requests that have decreased the turnaround time for employee reimbursements.

I don't have any hard numbers for this but without Remedy notifying people with incident tickets about issues we would not be in the position that we are.

Our company has over a 99.99% up time and part of it is due to the Remedy system notifying people of possible issues before it causes a downtime.

Thanks to Remedy's change request process it has allowed our company to make changes with the confidence that everything will go as planned.

BMC ITSM has allowed us to focus on improving our incident resolution process and reduce our incident backlog significantly.

The Change Management application makes it possible for our business users to actively manage business related changes while providing the deep auditing capability we need.

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.

Manage asset list of current hardware

Allowed us to manage and control our new hardware deployments

Ability to see devices which are EoL

ROI is slow as initial investment is high.

New entry products have come up with colorful feature which is sometimes [found] attractive by the end users. As far as Remedy is concerned, this is process oriented tool rather than customer oriented.