BMC Helix ITSM (Remedy) Reviews

148 Ratings
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Score 7.7 out of 101

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Reviews (1-25 of 38)

Timothy Sawah profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.

The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
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rahul garg profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

BMC Remedy is a powerful and amazing tool which is used by the whole organization. It is one of those critical applications on which operations run. Each and every activity is tracked and managed by the Remedy tool. IT and Non-IT operations are carried by this tool. It is widely used software across the IT Industry.
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Ankit Parikh profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We have BMC as an IT service manager ( ITSM), it is used for ticketing purpose. It is used by our service desk team and the entire organization uses it for any help on IT services. It helps us in effective service desk management and also categorizes tickets while following the standards of ITIL. It maintains a proper hierarchy and keeps KPIs and best practices intact! Certainly one of the most used tools around.
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No photo available
Score 8 out of 10
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We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
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Score 5 out of 10
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Use Cases and Deployment Scope

Currently, Remedy is used by the entire IT department to capture the entire ITIL Landscape. What this means in layman terms is that Remedy is responsible for CRUD against everything from Asset Management, to Incident and Change Management.

I say that Remedy is used by the IT department, but other departments also use Remedy- Client Services (the spear-tip of the IT department), the help desk, and other internal departments (power, scheduling, etc) also use remedy to manage their workflow, thought IT is Lion's share of the load.
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No photo available
Score 9 out of 10
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Use Cases and Deployment Scope

We have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.
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Mallesh Kanakam profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems. All of our businesspeople and salespeople are used to creating support issues within BMC remedy tickets. We are using Remedy force for our ticketing system for Salesforce technical related issues, Aspect product issues, and Apttus related issues.
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Antonio Acosta profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

The ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.
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No photo available
Score 5 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy for Change Management across the entire organization. It allows users to submit and manage change requests and associated tasks/jobs. We also previously used BMC Remedy for our Help Desk functions but we migrated that to a different product last year. BMC Remedy has been used by my organization for over 10 years.
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Martin Rockwell &quot;Rocky&quot; profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

BMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).
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Jim Coryat profile photo
Score 7 out of 10
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Use Cases and Deployment Scope

We are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.
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Shaun Field profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own.

We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.
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Shaun Smit profile photo
April 04, 2017

BMC ITSM Review

Score 10 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.
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Dave Campbell profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.
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Mark Arbuthnot profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.
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Shayne Froelich profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

We currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.

We are able to use it to tie in with our service vendor for changes and incident management via web and email services.

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Sam Figueroa profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

BMC Remedy Asset Management is used by our whole company to track all PC's, tablets, and cell phone assets. It allows us to always keep and up to date database of all our assets, either deployed, spare or end of life devices. It also allows us to properly track change control requests.
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Fairooz Habeeb profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

It's being used throughout the organization. It helped reduce the number of applications for service support and operation within the organization. We have a single console as well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.
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Dinesh Chowdary profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We use BMC remedy across the organization. It basically coveres our service management portfolio activities:


  • Working with customers and suppliers to reduce unnecessary ticket volumes
  • Simplifying and standardizing processes, and rolling out best practices globally
  • Streamlined organisation structure and operating model
  • Deploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base
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Pedro Cardoso profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Remedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs.


We use BMC Remedy IT Service Management Suite in two major ways:


  • Support our final customer with Remedy
  • Internal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.
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Jim Guzlecki profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.
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Feature Scorecard Summary

Organize and prioritize service tickets (32)
8.6
Expert directory (22)
8.7
Service restoration (28)
8.0
Self-service tools (32)
7.3
Subscription-based notifications (25)
8.1
ITSM collaboration and documentation (31)
8.0
ITSM reports and dashboards (31)
8.2
Configuration mangement (28)
8.7
Asset management dashboard (28)
8.1
Policy and contract enforcement (21)
7.6
Change requests repository (31)
7.9
Change calendar (31)
8.6
Service-level management (30)
7.9

About BMC Helix ITSM (Remedy)

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you to provide superior service management across multi-cloud environments that is intelligent and predictive.

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BMC Helix ITSM (Remedy) Technical Details

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