BMC Helix ITSM (Remedy) Reviews

159 Ratings
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Reviews (1-25 of 43)

Kevin Lintner | TrustRadius Reviewer
January 23, 2020

BMC Helix ITSM (Remedy)Makes My Job So Much Easier!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Create report templates in Smart Reporting Console for faster access to data.
  • Quickly and easily search for incidents.
  • Larger reports take a long time to complete and even longer to export.
  • The smart reporting database fails over, but that's on the server and not a problem with the software.
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Anonymous | TrustRadius Reviewer
February 18, 2020

BMC Helix ITSM: As easy as 1-2-3

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • User-friendly and customizable user experience.
  • CMDB to build knowledge base
  • Ready templates for easy customization
  • Integration with other solutions ( Operation management and monitoring solutions)
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Anonymous | TrustRadius Reviewer
February 12, 2020

Ultimate Remedy Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The ability to customise the tool to suit business needs.
  • The range of options available within each ticket to relate others tickets, CI's and knowledge articles.
  • Service Level Management console does not allow us to configure all SLA's in our complex environment.
  • Reporting and dashboards could have additional options.
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Anonymous | TrustRadius Reviewer
December 03, 2019

OOtB ITIL for Large Organisations

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • ITIL Process OOtB
  • Process compliance
  • Scalability
  • Integration with Event Management and Infrastructure Monitoring
  • Zero Downtime Upgrades
  • CMDB UI
  • Reporting
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Anonymous | TrustRadius Reviewer
November 27, 2019

BMC Helix Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • User-interface and operations can be defined as per your companies requirement.
  • Request/response time is faster and the whole ticket status can be viewed and modified at any point in time.
  • End-to-end tracking and follow up makes it easy for the user to prioritize the incident.
  • Duplication of incidents/requests.
  • Stage by stage updates should be provided to the incident raiser.
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rahul garg | TrustRadius Reviewer
May 01, 2019

BMC Remedy tool for ITSM

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Remedy tool is used for incident management and there are several categories bound with SLAs(Service level agreement) which ensures the closures.
  • It is also used for change management across the organization for different environments which make sure all the processes are followed.
  • It has a knowledge article section where KBs are generated for known issues which are handy for Business as usual.
  • Sometimes it is hard to mention details when several other activities are happening and we need to refresh the page as by that time we lost the data we entered.
  • It could use a light version like Angular JS or React JS so the server load gets reduce.
  • There is no chat facility provided, if it is possible,I reckon it will better facilitate the incident management.
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Timothy Sawah | TrustRadius Reviewer
February 22, 2019

BMC Remedy- an efficient,mature and capable service management solution

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
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Ankit Parikh | TrustRadius Reviewer
April 01, 2019

Great tool to utilize best practices and KPIs for your organization!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • It helps in reduce ticket volume and faster resolution of tickets with a lot of integration
  • It helps create proper hierarchies and helps categorize the tickets properly
  • It helps take advantage of all of our existing best practice reports, KPIs, and other artifacts
  • I have found it to be a little slower in performance with some minor glitches sometimes
  • Configurations can be complicated and to use it to the max, very good knowledge of tool integration is needed
  • Support can be better at times (but has been good mostly)
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Anonymous | TrustRadius Reviewer
February 23, 2019

BMC helps faster resolution of issues

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Automated assignments are very helpful.
  • Reporting is very good.
  • I don't see any major improvements, but having more flexibility in ticket auto assignments would help.
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Anonymous | TrustRadius Reviewer
October 18, 2018

BMC Remedy is Your Ticket

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Again, the ability to have all of the information (changes, incidents, problems, etc.) in one place is paramount.
  • The built-in ability to run simple reports is quite valuable.
  • The ability to interact with Crystal Reports makes BMC Remedy an even more data mining and reporting tool.
  • Once users are trained properly, it allows for the quick and easy creation of new issues.
  • Sometimes it takes a long time to get reports from the inventories.
  • Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training.
  • Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.
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Anonymous | TrustRadius Reviewer
August 20, 2018

BMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly

Score 5 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
  • Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
  • The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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Mallesh Kanakam | TrustRadius Reviewer
November 27, 2017

Remedy Force is a Ticketing system for Work

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
  • It is easy to implement our business requirements In BMC Remedy.
  • On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
  • There is no advanced case management in BMC Remedy IT Service Management Suite, like auto closer and escalation process like we have in Salesforce, which needs to improve.
  • BMC Remedy IT Service Management Suite is missing some key features that would make life easier, such as being able to more easily copy tickets and search for tickets.
  • Technology is slow.
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Antonio Acosta | TrustRadius Reviewer
March 16, 2018

ITSM Senior Consultant

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Applications aligned to ITIL best practices with many of the most common needs covered out of the box.
  • Integration between applications (Incident, problem and change management) makes it really easy create the relationships between these entities.
  • Using the Action Requests (AR) system the application is highly customizable , assuming an appropriate level of knowledge of developing applications using AR System.
  • In Remedy you can do many things but you need to built them first. Many of the Integrations depend on external components and the architecture used to implement the solution.
  • The cloud-based solution should be improved to work in the same way as the on-premise solution.
  • To accomplish minor changes on the appearance of the forms you need a lot of training.
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Martin Rockwell &quot;Rocky&quot; | TrustRadius Reviewer
November 07, 2017

BMC/Remedy means it has the solution

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount.
  • Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual.
  • Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need.
  • Ease of integration with most third party vendors and external databases.
  • Ease of creating standalone BMC applications for application need within extremely tight schedules.
  • Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it.
  • Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources.
  • Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
Read Martin Rockwell "Rocky"'s full review
Jim Coryat | TrustRadius Reviewer
March 30, 2017

Good on prem ITSM solution - Expect incremental improvements

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery.
  • Incident management has show to be effective at routing cases to the appropriate support group for resolution.
  • Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.
  • The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable.
  • Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago.
  • User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.
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Jared Fields | TrustRadius Reviewer
April 04, 2017

BMC Asset Management: Works well if you already have Remedy configured

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Owner / other relationship values for hardware
  • Great integration into the CMDB, Discovery, and other CI tools
  • Audit log for hardware and configuration changes
  • Poor interface, takes multiple clicks to manage simple things, looks like it was designed in late 90s
  • CMDB takes years to learn / master, not a great amount of training available online (poor documentation on vendor site)
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Shaun Field | TrustRadius Reviewer
March 27, 2017

BMC Remedy ITSM Suite - IT just got GREAT!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Integrate well with other systems
  • MYIT is a fantastic new interface for users
  • I really enjoy SmartIT as the tool of choice for incident management
  • Very robust system
  • The ITSM suite has some really poor screens compared to the new SmartIT suite
  • Upgrades could be a lot easier I think with a wizard type method used
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Shaun Smit | TrustRadius Reviewer
April 04, 2017

BMC ITSM Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • .Very customizable
  • Based on ITIL so correct processes are there OOTB.
  • Easy enough to implement with very little effort.
  • Support can be a little slow at times.
  • Some errors are very vague.
  • Still very clunky look and feel but this is slowly being rectified with SmartIT.
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Crystal Crenshaw | TrustRadius Reviewer
March 27, 2017

BMC Remedy ITSM Suite - Check It Out!!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
  • Remedy is a tool which empowers the company to streamline processes and implement a framework, such as ITIL in the case of Remedy.
  • Some consoles are not built out as much as others. We do our own development and these bugs are more visible to us.
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Dave Campbell | TrustRadius Reviewer
July 13, 2016

Remedy ITSM - Solid product

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Remedy integrates very well with many products so you can have incidents coming from many sources directly into Remedy.
  • Service requests are something that Remedy does well. Once setup a user just has to answer some pre-determined questions and a work order/inicident/change request will automatically be created and populated based on the answers provided so business end users do not need a lot of training in order to open requests.
  • Incident/problem management is a strong point in the Remedy system. Users can open problems directly from the incident ticket with the click of a button and it allows users to track incidents against problems fairly well.
  • Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved.
  • I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy
  • We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.
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Mark Arbuthnot | TrustRadius Reviewer
April 14, 2016

BMC Remedy is the backbone for process maturity and capability.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Rigid enforcement of processes rules and the ability to audit and report on them.
  • Out of the box alignment with ITIL processes.
  • Remedy is easy to customize to meet specific business needs.
  • It is much better today, but I still think there is room to improve the upgrade and installation--it just seems to take forever.
  • I'd like to see BMC provide more real world configuration out of the box. It is a little overwhelming to someone who is new to the system to have to configure it from scratch.
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Shayne Froelich | TrustRadius Reviewer
April 13, 2016

The "Remedy" for your ITIL based solution

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Enterprise level configuration and power. Very customizable and adapts very well to changes in our infrastructure.
  • Flexible ITIL solution. With the ability to customize rules and configurations, we can make it work well with how we currently implement ITIL in our corporation.
  • Self service management. By using Atrium Integrator and Atrium Orchestrator, it can help reduce the amount of workload on the IT Service Desk.
  • Custom applications can be made but they require a lot of work to maintain.
  • You must take care when adding custom roles to the application. When you install things like Virtual Chat, it has pre-defined role IDs, which if you have inadvertently used, it overwrites your own roles. There is no comprehensive list of used role IDs, so it's "buyer beware" when you use them.
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Sam Figueroa | TrustRadius Reviewer
July 22, 2016

Remedy, the all around king of asset management

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Asset Management
  • Integration with other software
  • Easy to use interface
  • The layout design of the interface could use upgrading
  • The ability to generate alerts would also be nice
  • The reporting system is now old and needs and easier way to write IFTTT scenarios
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Fairooz Habeeb | TrustRadius Reviewer
June 13, 2016

Remedy for Service Management

Score 10 out of 10
Vetted Review
Reseller
Review Source

Pros and Cons

  • Best aligned ITIL process - we were able to align our own process without much customization. Tight integration with all modules reduces the data redundancy and duplicate work.
  • We can perform any kind of actions and intelligent work to be carried out by the tool such as validation, and enforcing the policies to be followed etc.
  • You can develop any application on ARS platform which is an advantage.
  • Users should be able to customize their home page as per their need.
  • There are so many fields not being utilized properly. We need to understand the tool deeply to explore certain capabilities. Most of the valuable features and how to configure those are not available freely.
  • When a customer purchases the application, there is a need for an expert team to come and do the implementation. There should be a possibility for customers to use features like pre-stack implementation with customer data so that it will reduce the implementation time line as well as enable certain features when required.
  • Upgrade path should be configured as a wizard where all required steps should be followed with the upgrade utility. Current process is too complex.
Read Fairooz Habeeb's full review

Feature Scorecard Summary

Organize and prioritize service tickets (37)
9.0
Expert directory (25)
8.1
Service restoration (32)
8.6
Self-service tools (37)
7.8
Subscription-based notifications (28)
7.9
ITSM collaboration and documentation (36)
7.7
ITSM reports and dashboards (36)
8.2
Configuration mangement (33)
8.6
Asset management dashboard (33)
8.2
Policy and contract enforcement (25)
7.5
Change requests repository (36)
8.5
Change calendar (34)
8.8
Service-level management (35)
8.3

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.

BMC Helix ITSM (Remedy) Integrations

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BMC Helix ITSM (Remedy) Technical Details

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