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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.
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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%
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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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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
- 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.
March 27, 2017
BMC Remedy ITSM Suite - Check It Out!!
- 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.
March 27, 2017
BMC Remedy ITSM Suite - IT just got GREAT!
Score 10 out of 10
Vetted Review
Verified User
- 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
July 22, 2016
Remedy, the all around king of asset management
- 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
July 13, 2016
Remedy ITSM - Solid product
- 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.
July 11, 2016
BMC Remedy: trusted software for 10 years
- Allows us to support multiple clients in a multi-tenant instance.
- Ties together the ITIL process across multiple process areas.
- Robust capability to ingest and configure configuration items in the CMDB.
- Some features like Drift Management were not fully functional as expected.
- The ability to support client specific customizations is limited.
- The upgrade process is complex.
June 20, 2016
BMC Remedy
- 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.
June 17, 2016
Remedy ITSM review
- Provides an intuitive interface for end users
- Alerts the appropriate groups when necessary
- Mobile access needs improvements
- Its often difficult to make customizations
June 13, 2016
Remedy for Service Management
- 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.
June 09, 2016
Why I like BMC's ITSM Solution
- 90% of the system is configurable and the rest is customization. However, if going down the customization route, please be aware that future upgrades might break this.
- With the point above, it's easy to set up AR to do what your business needs.
- The breadth of products available under the BMC umbrella for ITSM is staggering.
- Integration between tools; BMC and 3rd party.
- Better customer portal.
- Can be easily implemented for huge organizations
- Scalability and simplification of processes
- Hassle free usage for end users
- Maintenance and operating costs are less
- Increase the flexibility for integration with external products
- Enhancing the UI
- Simplification of process w.r.t modules like Change and Release management
April 21, 2016
BMC Remedy ITSM Review
Score 10 out of 10
Vetted Review
Verified User
- Makes it easier for the customer to follow ITIL best practices.
- Customizing the tool allows you to get Remedy ITSM to perform virtually any function under the sun.
- Consistency across all the different applications.
- What is one of the greatest benefits of the BMC solution, can also be a detriment - the ability to perform any customization. You are able to customize the product to make it virtually unusable.
April 20, 2016
Remedy a product for all your IT needs
Score 8 out of 10
Vetted Review
Verified User
- Clearly organized data management and cross module functionality. All the different modules can be connected to provide end to end management of the IT organization.
- Highly customizable - rapid production customization is one of the best features.
- Extremely scalable and robust for a large IT organization.
- Needs to be more in the now - Facebook and social media like features. Cleaner web interface.
- The ability for the end user to customize the front based upon their needs.
- More bolt on type module - this would allow a smaller foot print until the organization is ready to add in more features.
April 18, 2016
Working with Remedy, as user and as consultant
- ITIL alligned process
- Web based
- Easy to install, easy to confiugre
- High computer resources needed, specially RAM
- Not easy to customize. A simple configuration method to enable a few of new fields would be great.
- There are always bugs, should test a little lot more.
April 15, 2016
BMC Remedy is a great ITIL compliant solution
- Easily customizable to meet business needs
- Rock solid reliability and performance
- Streamlines processes and requirements to assure auditing compliance
- Standard ITIL compliant processes out of the box
- Difficult to integrate via web services
- Reporting is weak without the use of third party tools
- Large infrastructure which may be difficult for smaller organizations to maintain
April 15, 2016
ITSM with Smart IT will be great selection
- It's easy to customize the application as per enterprise need. Easy to integrate, and for sure its integration capability will improve with new versions.
- BMC documentation, site and support for various products has improved a lot over a couple of years. This really helps a customer to use most of the ITSM tool.
- We are really impressed with the new Smart IT and My IT tool. And we are planning to move to the new interface very soon. With the introduction of Smart reporting, it should answer most reporting related issues/questions.
- Each and every product has room for improvements as does this tool. I would love to see the possibility to customize the new Smart IT Tool, as there are many things in the new tool which may need to change as per enterprise need.
- I would love to see help contents embedded within the tool for any new user to understand and navigate the tool with ease. Opening the whole help file is good but it will be great if this help is available on Smart IT as well.
April 15, 2016
SmartIT/MyIT a much needed makeover for Remedy Interface
- Approvals (Email/Approval Central)
- Change Management Process (Risk Levels, multiple phases)
- Customization Support
- Built in reporting tools (improved significantly with Smart Reporting as compared to BIRT)
- Request Entry Screen (improved significantly with MyIT)
- Install Process (Wish it had 1 unified installer for Core+ITSM)
April 14, 2016
BMC Remedy is an excellent fit for a Group of Companies
- Breadth and depth of features and possibilities within the tool.
- Implementation of best practices that has been gathered by customers over the years, not just plain ITIL.
- Integration possibilities are virtually unlimited.
- Usability of the tool is at first not at an acceptable level. It is not very easy to get used to the tool and its logic, but once you get it, it becomes really useful. SmartIT has made a major leap towards improving that, but we have not yet implemented it.
- After some time of usage, it becomes apparent that some of the features of the tool were acquired from different vendors, or made by different teams, which means that the forms are not 100% consistent across the tool. This is really not an issue, just a minor remark.
- The support of the tool is the real issue. Communication in bad English, bad quality lines, people who just consume your precious time with the same questions all the time (send us the log), but do not provide valuable feedback, it is very hard to reach level 2 or 3 support, which in our case should be the first thing to do since we have already debugged the issue to a great extent - these are just some examples. Look for a local partner's support from the beginning, if possible. Probably a geographically close partner, that you can visit and make some impact on.
Score 9 out of 10
Vetted Review
Verified User
- 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.
April 13, 2016
Not Perfect but the Most Complete Solution
- Change Management - built in processes align tightly with ITIL while allowing company-level flexibility. For example, while a 'multi-tenant' model is used on a shared Remedy instance, each company can have its own approval requirements.
- Incident Management - Data driven assignment rules working with categorization and location/department information assure the incident is assigned properly with automation.
- Service Level Management - It is easy to create rules via a console that are based on any data in an incident, change, service request, task, etc. You are not limited to a few fields to drive your SLAs or OLAs.
- Smart IT - with the new Smart IT interface the information is brought to the support user vs. having to search for it. Type in a few key words and Smart IT suggests incident templates, service request templates and knowledge solutions to choose from.
- Smart IT needs to continue to mature in order to become "the" tool for all interactions by a support user. There are still some areas where a power user has to revert to the mid-tier tool.
- CMDB is not fully multi-tenant or multi-language utilization in the data that drives it. A product can only be listed in one language and have one categorization. This is an issue if a customer has multi-national locations and employees in each only speak their native language. There is no auto-translation of the categorization of the product in the product catalog. Additionally, some companies want to follow the categorization as found in their discovery tool. Not all discovery tools or manual entries are agreed by all companies. This causes uniqueness issues in a multi-tenant environment.
April 13, 2016
The "Remedy" for your ITIL based solution
Score 9 out of 10
Vetted Review
Verified User
- 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.
September 28, 2015
Remedy=Knowledge Base/Productivity
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
September 25, 2015
My experience with BMC Remedy
- BMC Remedy Asset Management creates an easy to use central interface for organizations, this is huge when dealing with the fast moving IT industry. Any way to reduce the level of effort for a given project is paramount.
- BMC Remedy Asset Managment at least from the implementation I worked with is not tied into a live repository, making the information manual and static. If there was a plug in to tie monitoring software into the application this would be a huge gain.
- A customer calls the service desk with a problem. I immediately use BMC Remedy IT Service Management Suite to open a new ticket. I log the issue that the customer is having and use BMC Remedy IT Service Management Suite to assign the ticket to the appropriate group/specific person in group.
- I use BMC Remedy IT Service Management Suite to monitor tickets as well as updating the status. I can also place notes and attachments in individual tickets.
- Once an issue has been resolved, I use BMC Remedy IT Service Management Suite to close out ticket so it's no longer in my personal queue.
- I used BMC Remedy IT Service Management Suite from when it was software based to the now web based platform. Web based is not very user friendly but with patience, time, and practice anyone can get the hang of it. The web based BMC Remedy IT Service Management Suite has so much functionality I can't really think of anything that needs to be changed off hand.
September 29, 2014
BMC puts the aaS in SaaS, but the Promise in on-Premise
Score 7 out of 10
Vetted Review
Verified User
- Data-Driven Configuration for quick setup of Categories, Support Departments, Locations, Assignment, Templates & more.
- Depth of Functionality across the ITSM Modules to reduce customization for mature IT organizations
- Customization - BMC Remedy AR System is an on-premise Rapid Application Development platform
- Inexpensive New Customer Licensing - When BMC changed pricing for BMC Remedy ITSM (in the blue model shift back in 2008), they became the least expensive ERP4IT style suite.
- Scalability - There are multiple customers running with 1000s of concurrent users on BMC Remedy. The largest commercial deployment has 8,000+ concurrent users.
- Upgrades - Even though BMC Remedy has a horrible reputation, they have changed their architecture in BMC Remedy ITSM 7.6.4 to add "overlays" which is something that none of their competitors have. This allows customized workflows to be seamlessly migrated, albeit with additional configuration required. Still, it should be applauded as an advance.
- Usability - BMC has been addressing usability issues since the release of ITSM 7.0 (a major shift in architecture). Northcraft Analytics measures average handling time for Incidents, which is about 5% higher than ServiceNow on average. That being said, there is more depth in functionality which leads to increased handling with the benefit of better reporting for management. Still, usability is usually mentioned by customers as an issue.
- SaaS Reliability - BMC Remedy on Demand (not built from the ground up for SaaS) has struggled on the IT Operations side. For a native SaaS offering from BMC - Remedyforce is worth a closer look. It's built on the Salesforce.com platform which is truly SaaS.
- Surveys - BMC Remedy ITSM has had basically the same survey functionality since version 4. It's time for an update. Kinetic Survey is a reliable alternative.
- Notification subscription - BMC added email conversation management in BMC Remedy ITSM 8.1, but BMC really needs to give users that ability to subscribe to IT notifications that they would like/prefer not to receive.
- Group by Group Auto-Assignment - Currently BMC offers group assignment OR individual assignment. Automated round-robin individual assignment would be very helpful if it could enabled for certain groups only... rather than all of them. For example, the L1 team could have individual assignments... but not every group.
- Graphical Workflow - BMC's acquisition of Abydos hasn't yet made it into the ITSM product line. This would help BMC compete more favorably with ServiceNow's glide workflow engine.