BMC Helix ITSM (Remedy) Reviews

163 Ratings
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Score 7.4 out of 100

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Reviews (1-9 of 9)

Anonymous | TrustRadius Reviewer
February 18, 2020

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

Score 9 out of 10
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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.
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Kevin Lintner | TrustRadius Reviewer
January 23, 2020

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

Score 10 out of 10
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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.
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Anonymous | TrustRadius Reviewer
February 12, 2020

Ultimate Remedy Review

Score 8 out of 10
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Support Rating

7
The forum is helpful and support tickets raised with BMC are generally answered in a timely fashion.
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Anonymous | TrustRadius Reviewer
December 03, 2019

OOtB ITIL for Large Organisations

Score 8 out of 10
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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.
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Anonymous | TrustRadius Reviewer
June 20, 2016

BMC Remedy

Score 8 out of 10
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Support Rating

7
Slow responses and resolution times. We seem to fix it and share the resolution back to BMC support
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Feature Scorecard Summary

Organize and prioritize service tickets (37)
9.1
Expert directory (25)
8.1
Service restoration (32)
8.8
Self-service tools (37)
7.9
Subscription-based notifications (28)
7.9
ITSM collaboration and documentation (36)
7.6
ITSM reports and dashboards (36)
8.3
Configuration mangement (33)
8.6
Asset management dashboard (33)
8.2
Policy and contract enforcement (25)
7.5
Change requests repository (36)
8.6
Change calendar (34)
8.8
Service-level management (35)
8.4

About 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

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BMC Helix ITSM (Remedy) Technical Details

Operating Systems: Unspecified
Mobile Application:No