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.
Best tool to manage business services easily
BMC Helix ITSM (Remedy) for your IT management pains
BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback
Remedy is great for an MSP
Helix as a great ITSM tool
Best practice ITSM out of the box - with extensive customisation if needed
BMC Helix Review
- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
- Create/a…
BMC Helix ITSM: As easy as 1-2-3
Ultimate Remedy Review
BMC Helix ITSM (Remedy)Makes My Job So Much Easier!
OOtB ITIL for Large Organisations
BMC Remedy tool for ITSM
Great tool to utilize best practices and KPIs for your organization!
BMC helps faster resolution of issues
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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%
Pricing
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 7.5Organize and prioritize service tickets(44) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.9Expert directory(31) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 6.9Service restoration(39) Ratings
Impact assessment and automated fixes for common problems
- 9Self-service tools(43) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7Subscription-based notifications(34) Ratings
Users subscribe to notifications for ticket updates
- 8ITSM collaboration and documentation(43) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 6.3ITSM reports and dashboards(43) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 9.1Configuration mangement(38) Ratings
Database for tracking and reporting all business assets
- 8.9Asset management dashboard(38) Ratings
Dashboard showing organization's software portfolio
- 7.7Policy and contract enforcement(31) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.9Change requests repository(42) Ratings
Single repository of all planned changes and releases
- 8.1Change calendar(39) Ratings
Calendar showing change schedule to stakeholders
- 7.1Service-level management(41) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is BMC Helix ITSM (Remedy)?
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
Comparisons
Compare with
Reviews and Ratings
(194)Attribute Ratings
Reviews
(1-25 of 50)Enhance your support service
- A modern system with great automation potential
Best tool to manage business services easily
- Their representatives are very professional.
- Listen to the queries and questions very attentively and try their best to come up with the solution on the go and if that is not applicable then they respond after some time with a fully functional solution to the problem which gives us the confidence to use the platform freely.
- The related records enable a breadcrumb trail that allows to navigate through all the tickets related to any issue.
- I can easily picture the entire flow of IT assets management and check where the certain request is actually is, that’s the go-to feature to track requests easily.
BMC Helix ITSM (Remedy) for your IT management pains
- Standardizing all IT processes help to reduce turn around time to fulfill requests.
- Much easier to use for most every section
- Lesser learning curve from a new user training perspective
- Cloud integrations are getting better but have some more work to do
- Change management is easily the star of all sections
Remedy is great for an MSP
- Allows us to quickly identify common issues among a client
- Allows us to quickly see if a specific user needs proper training
Helix as a great ITSM tool
- We don't use it internally so I have no idea of the impact
- improved Mean Time to Restore
- Manage SLA with Managed Service Providers
- Manage complex Change Management process with large number of Changes (100s per week)
- Reduced time to action Service Requests using automated provisioning
- Easy to add Service Requests with drag and drop design using Digital Workplace tool
BMC Helix Review
- Individual user requests are handled within SLA.
- All the requests are documented and available for review when required.
- Business objectives are achieved within the budget.
BMC Helix ITSM: As easy as 1-2-3
- Reduction of on-premises data-center resources that were occupied by previous solution
- Ease of management as it is cloud-based as well
Ultimate Remedy Review
- Allows us to manage tickets effectively in one tool, meaning less overhead.
- Poor SLM tool means we can't accurately rely on management of SLA's within the tool.
BMC Helix ITSM (Remedy)Makes My Job So Much Easier!
- Remedy's incident management console makes searching for customers, incidents and templates fast and easy. This allows a lower on phone time and gets escalated incidents to technicians much more quickly.
- Remedy Smart Reporting allows for the creation of search templates by specific date periods or for "yesterday" or "today." This quickens the turn around time on ad hoc report requests making for a happy customer.
OOtB ITIL for Large Organisations
- ROI in Large organisaitons - very quick
- Smaller organisations struggled to find ROI
- Organisation change takes time
BMC Remedy tool for ITSM
- The return of investment is there for sure, as it is the most reliable application where the organization's National Operation Centre can work upon.
- It is impossible to track several changes happening every day but this tool makes it possible,
- The problem management of blocker issues and their tracking helps to resolve issues.
- It can be quite expensive so a consultant should be hired to analyze what additional modules are needed
- The ROI is fantastic for large organization only as it is very helpful for large volume tickets and gives more in return and justify its cost
- Smaller accounts should consider the options carefully before choosing BMC is what I personally feel
BMC helps faster resolution of issues
- It helped our business to quickly resolve problems faced through faster resolution of tickets.
- With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations.
- No more missed or forgotten tickets for work orders by the team - increased efficiency and performance.
- Approvals hierarchy enforces controlled change management and responsible actions.
BMC Remedy is Your Ticket
- BMC Remedy has a large and established user base, and the experience that you glean from using it will easily translate to almost anywhere.
- It can increase your organization's productivity by improving your ticketing methodology and increasing the level of collaboration between various groups.
- It allowed us to align our organization with ITIL best practices
BMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly
- Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
- Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
- Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
- The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.
ITSM Senior Consultant
- The time required to implement the on-premise solution is too high and reduces ROI.
- Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications.
- You are assigned floating license that let the organization share license pools, thus reducing cost.
BMC for Change Managment/ITSM
- The ROI was fine initially as we got what we paid for and it served its purpose
- Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
- Overall ROI was minimal and once the product was out of date we found more value in other tools
Remedy Force is a Ticketing system for Work
- When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
- I really enjoy Smart IT as the tool of choice for our incident management team.
- Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
BMC/Remedy means it has the solution
- Identifying trends quickly is a big deal and gets people back to work quickly.
- The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
- The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
- I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
I'm happy wirh BMC
- Positive: less people dedicated to acll center
- Positive: les time lost in incident tracking
- Negative: Ownership cost
- Once the module is completely integrated and running full-asset lifecycle, we hope to see a better ROI than what we are at now.
- On the plus side: module did not cost extra to stand up out of the ROD 9 suite.
- Asset module provides easier insight and view into the CMDB and Discovery CIs.
BMC ITSM Review
- I don't have visibility of our ROI but it does have a big positive impact to our business and service delivery.