BMC Helix ITSM (Remedy)

A modern system with great automation potential

BMC Helix ITSM (Remedy) has helped to easily manage the Assets and their configuration

Handling of tickets in BMC Helix ITSM (Remedy) is very easy due to its user friendly user interface

Creating of process workflows is very easy

Their representatives are very professional.

Listen to the queries and questions very attentively and try their best to come up with the solution on the go and if that is not applicable then they respond after some time with a fully functional solution to the problem which gives us the confidence to use the platform freely.

The related records enable a breadcrumb trail that allows to navigate through all the tickets related to any issue.

I can easily picture the entire flow of IT assets management and check where the certain request is actually is, that’s the go-to feature to track requests easily.

Standardizing all IT processes help to reduce turn around time to fulfill requests.

Much easier to use for most every section

Lesser learning curve from a new user training perspective

Cloud integrations are getting better but have some more work to do

Change management is easily the star of all sections

Allows us to quickly identify common issues among a client

Allows us to quickly see if a specific user needs proper training

We don't use it internally so I have no idea of the impact

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

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.

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.

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.

ROI in Large organisaitons - very quick

Smaller organisations struggled to find ROI

Organisation change takes time

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.

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.

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.

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.

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.

The ROI was fine initially as we got what we paid for and it served its purpose

Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace

Overall ROI was minimal and once the product was out of date we found more value in other tools

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.

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.

Positive: less people dedicated to acll center

Positive: les time lost in incident tracking

Negative: Ownership cost

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.