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BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

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.

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Recent Reviews

BMC Helix Review

6 out of 10
March 28, 2021
Incentivized
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
Incentivized
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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Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Self-service tools (43)
    9.0
    90%
  • ITSM collaboration and documentation (43)
    8.0
    80%
  • Organize and prioritize service tickets (44)
    7.5
    75%
  • ITSM reports and dashboards (43)
    6.3
    63%
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Pricing

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N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.5
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.6
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.7
Avg 8.4
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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) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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).
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Comparisons

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Reviews and Ratings

(194)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
June 20, 2016

BMC Remedy

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
  • Out of the box it is ready to be used effectively.
  • It integrates well with other tools and processes for enhanced functionality.
  • Easy to customize when needed.
  • Upgrading the ITSM software should be easier.
Mid to Large companies who have the staff to support it and make use of all the features.
Incident and problem management (7)
54.28571428571429%
5.4
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Service restoration
N/A
N/A
Self-service tools
70%
7.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
43.33333333333333%
4.3
Configuration mangement
70%
7.0
Asset management dashboard
60%
6.0
Policy and contract enforcement
N/A
N/A
Change management (3)
76.66666666666667%
7.7
Change requests repository
80%
8.0
Change calendar
70%
7.0
Service-level management
80%
8.0
  • Less incidents following changes
  • Better coordination and understanding of assets and relationships.
1000
IT, Help Desk, and Application Support teams
4
Form Developer, Software Administrator and Linux Administrator
  • Work Requests
  • Incident Management
  • Change Management
  • Integrated the Discovery and Dependency Mapping software to populate ITSM
  • Expand/continue to implement Configuration management
We are currently being acquired and have an initiative to look at another SAAS solution
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Analyst Reports
Prior experience with Product
  • Implemented in-house
Yes
Service Request implemented first and few workflows setup. Incident and Change implemented next with Asset and configuration management implemented later.
Change management was a small part of the implementation and was well-handled
We implemented ITSM with the purpose of making use of the Change management modules once installed.
I was not a part of the initial implementation
No
We pay another third party BMC partner for expanded support when we need it.
Slow responses and resolution times. We seem to fix it and share the resolution back to BMC support
No
Yes, but I don't use it
Not intuitive and cumbersome to use but has a lot of features built in.
Travis Sirmon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
  • Knowledge Base
  • Organization
  • Ease of use
  • Not easily customized
BMC Remedy IT Service Management Suite is well suited in an IT environment and can help track and organize daily work flow.
Incident and problem management (7)
15.714285714285714%
1.6
Organize and prioritize service tickets
90%
9.0
Expert directory
20%
2.0
Service restoration
N/A
N/A
Self-service tools
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
16.666666666666668%
1.7
Configuration mangement
N/A
N/A
Asset management dashboard
50%
5.0
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
  • I don't get paid to figure this piece out but it is a useful tool/software
BMC Remedy IT Service Management Suite has the best knowledge base of any ticketing software I have used and knowledge base is a huge part of daily use.
3
IT Infrastructure and Networking
3
Networking, Helpdesk/Server support
  • Ticketing
  • Knowledge Base
  • Functionality
  • We use it for ticketing which was its intended purpose. No other use required.
Always want to keep options open
Yes
Landesk - lack of KB functionality
  • Price
  • Product Usability
  • Product Reputation
  • Analyst Reports
Knowledge Base is required to ensure we all perform/meet the same standard when addressing an issue.
I would not change this action.
  • Implemented in-house
No
  • I was not around during the initial implementation
Satisfied because I didn't have to do it!
  • Self-taught
Yes, although I am probably missing out on a lot of other features since I was not shown all the features of the programs.
I didn't see or remember a lot of options for customization as far as adding additional fields or reworking the layout of the main page.
None that I can think of other than mentioned in the previous page.
No - there is no facility to customize the interface
No - we have not done any custom code
None other than mentioned earlier.
No
Don't need to occur any additional expense.
Received great service whenever it was needed.
No
Can't think of a scenario.
  • All aspects
  • Particularly knowledge base
  • Customization
Always room for improvements but its the best knowledge base and ticketing system I have used.
Again, always room for improvement, but a very stable product none-the-less.
Always enjoyed our vendor communications.
Didn't see vendor as much but enough to explain and [ask] questions or [relay] concerns I may have had.
Remedy was already implemented when I moved over as IT coordinator.
No, vendor was around as much as needed.
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