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
(1-5 of 5)BMC Helix Review
- Logical access requests.
- Network resource request.
- E-mail access request/issues.
- Quotation requests.
- Create/amend distribution list.
- Mailbox size issues.
- General faults and requests.
- User-interface and operations can be defined as per your companies requirement.
- Request/response time is faster and the whole ticket status can be viewed and modified at any point in time.
- End-to-end tracking and follow up makes it easy for the user to prioritize the incident.
- Duplication of incidents/requests.
- Stage by stage updates should be provided to the incident raiser.
- Organize and prioritize service tickets
- 90%9.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- 70%7.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 80%8.0
- Change requests repository
- 80%8.0
- Change calendar
- 80%8.0
- Service-level management
- 80%8.0
- 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 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.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- N/AN/A
- Service restoration
- N/AN/A
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 60%6.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 80%8.0
- Change calendar
- 70%7.0
- Service-level management
- 80%8.0
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
- Work Requests
- Incident Management
- Change Management
- Integrated the Discovery and Dependency Mapping software to populate ITSM
- Expand/continue to implement Configuration management
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
- Analyst Reports
- Implemented in-house
The "Remedy" for your ITIL based solution
We currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.
We are able to use it to tie in with our service vendor for changes and incident management via web and email services.
- 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.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 80%8.0
- Service restoration
- 90%9.0
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- 70%7.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 90%9.0
- It has helped to bring all of our IT into alignment and methodologies when it comes to change management.
- With MyIT and Remedy 9, we are finally able to onboard our non-IT users and provide self service options that are not overwhelming in an IT based world.
- Analytical
- Problem solving
- Creative thinking
- Logical decision making steps
- Change Request management
- Incident management
- Day to day Work Order management
- Auto created tickets from Incident Health checks
- Automated Change Requests for database reloads
- Self service automation
Remedy=Knowledge Base/Productivity
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 20%2.0
- Service restoration
- N/AN/A
- Self-service tools
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- N/AN/A
- Asset management dashboard
- 50%5.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- N/AN/A
- I don't get paid to figure this piece out but it is a useful tool/software
- Trackit and LANDESK Service Desk
- Ticketing
- Knowledge Base
- Functionality
- We use it for ticketing which was its intended purpose. No other use required.
- Price
- Product Usability
- Product Reputation
- Analyst Reports
- Implemented in-house
- I was not around during the initial implementation
- Self-taught
- All aspects
- Particularly knowledge base
- Customization
BMC puts the aaS in SaaS, but the Promise in on-Premise
For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.net
Northcraft Analytics is a provider of business intelligence applications for IT Support & Operations built on the Microsoft BI Stack. Advanced Metrics for IT was originally built to address some of the limitations in reporting associated with the BMC Remedy reporting technology. We have since developed into a competitor of BMC Dashboards and Analytics, offering a Hybrid OLAP approach for enterprise IT departments (which we define as > 100 employees in IT).
- 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.
- Potentially lower operational expenditures than SaaS model due to a variety of complex factors (depends on exact price, maintenance bill, storage, administration, implementation, etc...)
- Higher % of Automated Incident Resolution (via automation) for customers with integrated IT Operations products from BMC
- Greater % of Release & Change orchestration (in total customer base) leading to lower average change durations
- Lower average approval times for changes due to native serial and parallel workflows (no coding required).
- Potentially much higher administrative costs due to poor implementation/support/upgrade partner. In fact, it makes much more sense financially to work with BMC's implementation community in all but the most exceptional circumstances.
- Increased % of Incidents & Requests created and resolved from Self-Service
- Higher % of customers with automated incident generation from event management, lowering handling times (not necessarily resolution!)
- Advanced search function is excellent
- Full-Text Search is excellent, because it goes across multiple tables.
- The floating application bar is very convenient
- The breadcrumbs are a nice recent enhancement
- Submitting an Incident is straightforward and simple
- Change Management is robust, but cumbersome
- It's easy to get stuck in certain phases/stages of a change request
- While you are certainly following a process, it seems like your hands are tied if you want to log something simple. This does depend on application configuration.
- CMDB navigation is tough, but there is quite a bit of information that is gathered automatically with ADDM, so it might not be as big a deal.
- Nearly all of the problem management functions should be replaced by knowledge management. For example, why is there a solutions database (keyword only searching) inside problem management... when there is a simple and robust knowledge management application with full-text searching?