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.
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- No setup fee
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- 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).
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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
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.
March 27, 2017
BMC Remedy ITSM Suite - Check It Out!!
My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.
March 27, 2017
BMC Remedy ITSM Suite - IT just got GREAT!
Score 10 out of 10
Vetted Review
Verified User
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.
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.
July 22, 2016
Remedy, the all around king of asset management
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.
July 13, 2016
Remedy ITSM - Solid product
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.
July 11, 2016
BMC Remedy: trusted software for 10 years
BMC Remedy IT Service Management Suite is being used internally at Accenture and to support many of our clients and client engagements. Remedy provides an out of box ready to use ITIL framework that can be adapted to your organization's business process through configuration.
June 20, 2016
BMC Remedy
It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
June 17, 2016
Remedy ITSM review
Remedy is being used across the organization. IT relies on Remedy to manage their daily tickets and service requests. The end users can enter requests and problems from a self service web interface or directly by calling our 24/7 help desk.
June 13, 2016
Remedy for Service Management
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.
June 09, 2016
Why I like BMC's ITSM Solution
BMC Remedy IT Service Management Suite is currently being used by IT globally and we will expand out to other business services and processes. It addresses standardizing on a singular platform and while it's being viewed as an IT ERP, the plan is to have a centralized system to improve business services and processes.
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
April 21, 2016
BMC Remedy ITSM Review
Score 10 out of 10
Vetted Review
Verified User
BMC Remedy ITSM is being used by one of my customer's organizations for tracking Incidents and Work Orders. Change and Service Requests are coming in the near future.
April 20, 2016
Remedy a product for all your IT needs
Score 8 out of 10
Vetted Review
Verified User
We currently use the full ITSM suite of products. The product has way more features than we will ever use but that is good because as we grow more into the tool the features are already there for us to use.
April 18, 2016
Working with Remedy, as user and as consultant
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.
April 15, 2016
BMC Remedy is a great ITIL compliant solution
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.
April 15, 2016
ITSM with Smart IT will be great selection
We are using only few modules as of now: Incident, Change. and SRM from full the ITSM Suite. There are couple of departments who use Remedy. This tool really helpful to manage incidents, requests and change requests.
April 15, 2016
SmartIT/MyIT a much needed makeover for Remedy Interface
Remedy with SmartIT is mainly used by the IT department. We are rolling out MyIT to non-IT users in the next few months. Most requests are fulfilled using service requests.
April 14, 2016
BMC Remedy is an excellent fit for a Group of Companies
BMC Remedy IT Service Management Suite is being used by our whole company. We use it mostly for the following ITIL processes: Incident, Problem, Change, Asset, Service Catalogue, Service Level Management. We want to drive operational efficiencies within the implementation of best practice ITIL processes, focus on getting the benefits by having all the records of IT activities and being able to manage them.
Score 9 out of 10
Vetted Review
Verified User
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.
April 13, 2016
Not Perfect but the Most Complete Solution
BMC Remedy ITSM is used by the company which provides IT outsourcing to over 100 companies. All ticketing is done in Remedy for incidents, change requests, and service requests. Company and some customer assets are managed in Remedy. Service level management is used to monitor and manage contractual service agreements. By leveraging a mature common system, the company is able to leverage shared resources to support multiple customers.
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
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.
September 28, 2015
Remedy=Knowledge Base/Productivity
BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
September 25, 2015
My experience with BMC Remedy
During my time using BMC Remedy Asset Management I was a network implementation engineer, we would complete data center technology refresh projects and update the assets in Remedy. Remedy allowed us to add in all device, port, and circuit information solving the issue of not only asset management but also gave support teams access to accurate documentation when provisioning new customers.
BMC Remedy IT Service Management Suite is being used as a ticketing/tracking system to monitor the status of issues that arise within our area of responsibility (AOR). Our organization deals specifically with host based security systems so BMC Remedy IT Service Management Suite is used as a first response and tracking system for us and the customer.
September 29, 2014
BMC puts the aaS in SaaS, but the Promise in on-Premise
Score 7 out of 10
Vetted Review
Verified User
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of business intelligence applications for IT Support & Operations built on the Microsoft BI Stack. Advanced Metrics for IT was originally built to address some of the limitations in reporting associated with the BMC Remedy reporting technology. We have since developed into a competitor of BMC Dashboards and Analytics, offering a Hybrid OLAP approach for enterprise IT departments (which we define as > 100 employees in IT).