BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

About TrustRadius Scoring
Score 7.5 out of 100
BMC Helix ITSM (Remedy)

Overview

Recent Reviews

Enhance your support service

6 out of 10
November 05, 2021
BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, …
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BMC Helix Review

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

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

8 out of 10
February 13, 2020
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, …
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Awards

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Popular Features

View all 13 features

Organize and prioritize service tickets (45)

8.7
87%

ITSM collaboration and documentation (44)

8.6
86%

Self-service tools (44)

8.2
82%

ITSM reports and dashboards (44)

7.7
77%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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 Scorecard

Incident and problem management

8.2
82%

ITSM asset management

8.8
88%

Change management

8.4
84%

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) Competitors

BMC Helix ITSM (Remedy) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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.

What is BMC Helix ITSM (Remedy)'s best feature?

Reviewers rate Configuration mangement highest, with a score of 9.3.

Who uses BMC Helix ITSM (Remedy)?

The most common users of BMC Helix ITSM (Remedy) are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 51)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
March 28, 2021

BMC Helix Review

Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
rahul garg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Ankit Parikh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
Timothy Sawah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Antonio Acosta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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
Mallesh Kanakam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Martin Rockwell "Rocky" | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Jared Fields | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.