BMC Helix ITSM (Remedy) Reviews

170 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.1 out of 100

Do you work for this company? Learn how we help vendors

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-9 of 9)

Companies can't remove reviews or game the system. Here's why.
March 28, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
Support is good when we need it.
Read this authenticated review
January 23, 2020
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
Remedy support is always quick to reply. When difficult situations occur their agents have no issue working without internal support teams to help "remedy" the situation as fast as possible. The Remedy online support system is a massive undertaking and allows end-users to search for answers without opening a trouble ticket with support.
Read Kevin Lintner's full review
February 18, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
Read this authenticated review
February 12, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
The forum is helpful and support tickets raised with BMC are generally answered in a timely fashion.
Read this authenticated review
December 03, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

5
As with any BMC product, to get to the competent people in their support, you need to get though the L1 support. This can be tricky and may take time. Once you are dealing with the L2, you are in the good hands. As for the product releases - the product management is listening to the market trends and customer feedback. The new features are being added reasonably fast.
Read this authenticated review
April 13, 2016
Shayne Froelich | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
Read Shayne Froelich's full review
September 29, 2014
Lee Cullom | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

3
BMC has transitioned their support model many times. From off-shore to hybrid off-shore... to now which is channel/hybrid off-shore. If you want high-quality support for BMC Remedy products, you must go through a partner, preferably Rapid Technologies.
Read Lee Cullom's full review
June 20, 2016
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
Slow responses and resolution times. We seem to fix it and share the resolution back to BMC support
Read this authenticated review

Feature Scorecard Summary

Organize and prioritize service tickets (38)
9.3
Expert directory (26)
7.6
Service restoration (33)
9.2
Self-service tools (38)
8.0
Subscription-based notifications (29)
8.1
ITSM collaboration and documentation (37)
7.7
ITSM reports and dashboards (37)
7.9
Configuration mangement (34)
8.8
Asset management dashboard (34)
8.2
Policy and contract enforcement (26)
7.3
Change requests repository (37)
9.1
Change calendar (35)
8.9
Service-level management (36)
8.5

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

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.

What is BMC Helix ITSM (Remedy)'s best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.3.

Who uses BMC Helix ITSM (Remedy)?

The most common users of BMC Helix ITSM (Remedy) are from Enterprises and the Information Technology & Services industry.