Enhance your support service
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, …
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.
Recent Reviews
Awards
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Popular Features
- Self-service tools (43)9.090%
- ITSM collaboration and documentation (43)8.080%
- Organize and prioritize service tickets (44)7.575%
- ITSM reports and dashboards (43)6.363%
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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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).
Comparisons
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Reviews and Ratings
(194)Attribute Ratings
Reviews
(26-50 of 50)Companies can't remove reviews or game the system. Here's why
Score 7 out of 10
Vetted Review
Verified User
- 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.
March 27, 2017
BMC Remedy ITSM Suite - Check It Out!!
- It has allowed us to create service requests that have decreased the turnaround time for employee reimbursements.
March 27, 2017
BMC Remedy ITSM Suite - IT just got GREAT!
Score 10 out of 10
Vetted Review
Verified User
- 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.
July 22, 2016
Remedy, the all around king of asset management
- Manage asset list of current hardware
- Allowed us to manage and control our new hardware deployments
- Ability to see devices which are EoL
July 13, 2016
Remedy ITSM - Solid product
- 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.
July 11, 2016
BMC Remedy: trusted software for 10 years
- We have been able to run a successful outsourcing business on BMC Remedy approaching 10 years.
- Our recovery model and mutually beneficial license agreement with BMC allowed us to fund other work.
- The upgrade process was complex and expensive.
June 20, 2016
BMC Remedy
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
June 17, 2016
Remedy ITSM review
- Positive feedback from the collaboration it generates
- Negative feedback regarding difficulty of customizations
- ROI has been positive do to the lack of unnecessary data entry other systems have caused us to do.
June 13, 2016
Remedy for Service Management
- 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.
June 09, 2016
Why I like BMC's ITSM Solution
- Better incident response and resolution times
- Less failed changes
- Singular, online portal for customer requests
- Service operations - managing business planning, process & tools, continuous service improvement and training support
- Major contract transformation - identifying opportunities to improve our quality and cost of service
- Customer Experience -Ability to manage customer in integrated fashion, seamlessly, regardless of service
April 21, 2016
BMC Remedy ITSM Review
Score 10 out of 10
Vetted Review
Verified User
- Sorry, as the contractor (brought in to complete the work where the knowledge to perform the task isn't in house, I'm not normally involved in any of the ROI discussions.
April 20, 2016
Remedy a product for all your IT needs
Score 8 out of 10
Vetted Review
Verified User
- The impact is hard to measure but with a tool such as Remedy we could not be as organized as we are.
April 18, 2016
Working with Remedy, as user and as consultant
- With enabling self-service the attention to customer is faster, really 2/7.
- Zero effort to comply with ITIL.
- The solution is module-based so you can start for anyone as needed.
April 15, 2016
BMC Remedy is a great ITIL compliant solution
- We have found we were able to consolidate a number of other products and tools to reduce cost
- Minimal IT staff required to maintain BMC Remedy
- Easily customize workflows to meet business process requirements
April 15, 2016
ITSM with Smart IT will be great selection
- Customer Satisfaction: New My IT should help
April 15, 2016
SmartIT/MyIT a much needed makeover for Remedy Interface
- SLA Tracking for Incidents
April 14, 2016
BMC Remedy is an excellent fit for a Group of Companies
- We have most of our Incidents within the system, so we can have a real picture of our IT performance.
- We get the chance to gather feedback from the customers via responses to the resoulutions to their requests.
- By managing changes, our IT systems become more stable, we have less incidents and have better reputation in the eyes of our customers.
Score 9 out of 10
Vetted Review
Verified User
- 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.
April 13, 2016
Not Perfect but the Most Complete Solution
- Reduced call handing time by using the Smart IT Smart recorder. Because of the suggested templates and knowledge articles there has been an increased efficiency vs having to either jump out of the ticket and look for knowledge articles or find the right template to use.
- Increase first call resolution due to the knowledge suggestion feature.
- Ability to leverage a shared set of IT Technicians to support multiple customers because of the use of the shared Remedy system. Yet, customers can only see their data maintaining data privacy across customer companies.
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
- 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.
September 28, 2015
Remedy=Knowledge Base/Productivity
- I don't get paid to figure this piece out but it is a useful tool/software
September 25, 2015
My experience with BMC Remedy
- Reducing the level of effort required when gathering information is the biggest gain I personally saw. Cutting down the time it would take to audit a given site could save me days if not a week.
- BMC Remedy IT Service Management Suite has definitely led to faster conversion times.
- BMC Remedy IT Service Management Suite has increased employee efficiency.
- BMC Remedy IT Service Management Suite has provided the means to excellent customer service.
September 29, 2014
BMC puts the aaS in SaaS, but the Promise in on-Premise
Score 7 out of 10
Vetted Review
Verified User
- Potentially lower operational expenditures than SaaS model due to a variety of complex factors (depends on exact price, maintenance bill, storage, administration, implementation, etc...)
- Higher % of Automated Incident Resolution (via automation) for customers with integrated IT Operations products from BMC
- Greater % of Release & Change orchestration (in total customer base) leading to lower average change durations
- Lower average approval times for changes due to native serial and parallel workflows (no coding required).
- Potentially much higher administrative costs due to poor implementation/support/upgrade partner. In fact, it makes much more sense financially to work with BMC's implementation community in all but the most exceptional circumstances.
- Increased % of Incidents & Requests created and resolved from Self-Service
- Higher % of customers with automated incident generation from event management, lowering handling times (not necessarily resolution!)