BMC Helix ITSM (Remedy)

BMX Helix offered more beneficial terms of use and more options to influence the further development of the products. Also, the support offered by BMC and the opportunity to configure and decide on the usage of the features on our own helped with assessing and making final decision on the product selection.

BMC Helix ITSM (Remedy) is a powerful service management platform available in the marketplace providing the best possible services on management. Integration of BMC Helix ITSM (Remedy) is also top-notch. It easily gets integrated with the different platforms that we are already using in the organization for different operations. Really get along with excel, outlook and many more also provide a go-to dashboard to manage operations easily.

Another business unit is using Salesforce for their IT management, and we were looking at switching over. However due to BMC Helix ITSM (Remedy)'s great support for ITIL implementation and the requirement for on-premise, we decided to stick with BMC Helix ITSM (Remedy).

TOPdesk I think it is clearer in use, but [BMC Helix ITSM] is better than Freshdesk.

Moving to Helix from on premises Remedy provides all the same benefits of ServiceNow with most of the existing customisations we have developed over the last eight years. There was no feature we needed that ServiceNow provided that Helix could not provide.
The biggest factor was Helix's ability to use concurrent licences vs ServiceNow's named licences. We have large numbers of partners who use the system infrequently, but they do need to use it to raise changes or manage incidents/problems. ServiceNow would have been much more costly for effectively the same functionality.

BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following simple words: "It does what it says."

Comparing the two, they are quite similar in terms of options available and functionality. I prefer using BMC Helix ITSM (Remedy) as it is easier to customise the tool and has a better user interface. BMC Helix ITSM is the tool used across the business and also by many of our customers. Despite its shortcomings, it is still superior to ServiceNow.

McAfee Help Desk is a legacy product. For what it did, it did it well, but in no way comes even close to the features in Remedy. Oracle was a customer system built for the college campus I worked for. The reporting portion in no way could compare the speed and accuracy of Remedy Smart Reporting.

ITIL Process management and compliance is stellar in Helix ITSM, when compared to the competition. The presentation layer at the time of writing (Q4 2019) was catching up with the competition, but not quite there. CMDB management and presentation was lagging behind ServiceNow. Self Service Portals were on par though.

BMC Remedy is the whole package where all of your ITSM operations can be managed. It is a reliable product on which the whole organization can depend on as ITSM is highly critical for any organization. Nobody thinks of using any other tool if they are using this tool. Nowadays, BMC APIs can be plugged into Confluence to generate an incident report, it is helpful in an Agile environment.

I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!

I haven't used any alternate tools.

I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy.

Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based storage was also a valuable addition.

I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.

If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.

The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.

Both of these tools can do the job well. But, ServiceNow is open to more issues when modifications are needed. ServiceNow is pure JavaScript, So if you are now fluent in JavaScript you are open to many issues. BMC/Remedy is module driven and creates JavaScript from the module when the application is called. So the speed is very similar, with way less error. BMC/Remedy ITS is follows the ITIL standard closely. Service now tends to make you scroll down the page to get to more information of tickets, BMC/Remedy ITSM tends to keep you on one page with tab showing the data. BMC/Remedy ITSM will also use popup dialogs to show more data and ServiceNow goes to another page. Both use breadcrumbs to organize flow.
As far as people needed, ServiceNow tends to need more developers.developer then BMC/Remedy does to install and setup. At lest in the 2 times I have seen it installed. and setup. ServiceNow has also, taken as long or longer as far as time is concerned.
Up front cost is a little more expensive, but maintenance costs are less. Plus it depends on the how you use licenses. Most people think that everybody needs a license for BMC?Remedy. This is not correct. People who modify tickets/records need a floating license. I have configured a system where I had 300 floating licenses for over 4,00 support people and never had a problem

BMC Remedy is better than JIRA in IM management and second level support, and also has better reporting capabilities if you don't want to buy additional components such as EazyBI.

Sap Solution Manager is very expensive and focused on SAP developers, I don't think it's a good solution for end users and support for an entire organization.

We used to use Heat, we replaced it with BMC Remedy and have never found anything that comes up to the standards of BMC Remedy.

I was not involved in the product comparisons before choosing BMC Remedy ITSM

Ticket Tracker was a very basic ticketing system. BMC Remedy ITSM Suite has a lot more functionality to include approval processes.

This is a basic but very functional system. I think the bigger companies need something like Remedy to manage all functionality and wider processes.