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BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, …
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.
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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
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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.
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- No setup fee
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- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
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.
ServiceNow IT Service Management, Cherwell Service Management, and IFS Assyst are common alternatives for BMC Helix ITSM (Remedy).
Reviewers rate Configuration mangement highest, with a score of 9.1.
The most common users of BMC Helix ITSM (Remedy) are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(194)Attribute Ratings
Reviews
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Score 9 out of 10
Vetted Review
Verified User
BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Requests (BMC Digital Workplace), Orchestration (TrueSight Orchestrator).
IT and Engineering staff and partners (managed service providers plus vendor partners) use the ITSM component.
All staff (business and technical) use the Service Management component and interact with ITSM for managing their Incidents.
IT and Engineering staff and partners (managed service providers plus vendor partners) use the ITSM component.
All staff (business and technical) use the Service Management component and interact with ITSM for managing their Incidents.
- Change Management
- Incident Management
- Integration with southbound and northbound tools and systems
- Service Request Management
- Configuration Management (CMDB)
- Highly Customisable - two edged sword
- Ease of use - learning curve
- Set up and configuration is very complex
- Highly Customisable - two edged sword
85.71428571428571%
8.6
83.33333333333334%
8.3
93.33333333333334%
9.3
- 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
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.
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.
5000
5000 use the Service Request Management function - they represent all areas of the business
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
4
One Architect (70% of role)
Three Remedy engineers to perform day to day maintenance, build custom reports, manage customisations, develop new Digital Workplace Services, manage integrations etc
Three Remedy engineers to perform day to day maintenance, build custom reports, manage customisations, develop new Digital Workplace Services, manage integrations etc
- IT Service Management - especially Change and Incident Management
- CMDB - Configuration Management
- Request Management (Digital Workplace)
- Automation from alarms received to deployment of field resources
- Integration with multiple systems (eg Oracle HR, Ericsson Cloud Orchestrator, Active Directory)
- Automate the resolution of issues through run books
- Swarming for resolving incidents
- Integration with AWS Cloud tools for better Incident resolution through understanding cloud configuration and current situation
June 20, 2016
BMC Remedy
It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
- 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.
54.28571428571429%
5.4
43.33333333333333%
4.3
76.66666666666667%
7.7
- Less incidents following changes
- Better coordination and understanding of assets and relationships.
1000
IT, Help Desk, and Application Support teams
4
Form Developer, Software Administrator and Linux Administrator
- Work Requests
- Incident Management
- Change Management
- Integrated the Discovery and Dependency Mapping software to populate ITSM
- Expand/continue to implement Configuration management
Not Sure
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
- Analyst Reports
Prior experience with Product
- Implemented in-house
Yes
Service Request implemented first and few workflows setup. Incident and Change implemented next with Asset and configuration management implemented later.
Change management was a small part of the implementation and was well-handled
We implemented ITSM with the purpose of making use of the Change management modules once installed.
No
We pay another third party BMC partner for expanded support when we need it.
No
Yes, but I don't use it
September 28, 2015
Remedy=Knowledge Base/Productivity
BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
- Knowledge Base
- Organization
- Ease of use
- Not easily customized
15.714285714285714%
1.6
16.666666666666668%
1.7
N/A
N/A
- I don't get paid to figure this piece out but it is a useful tool/software
- Trackit and LANDESK Service Desk
BMC Remedy IT Service Management Suite has the best knowledge base of any ticketing software I have used and knowledge base is a huge part of daily use.
3
IT Infrastructure and Networking
3
Networking, Helpdesk/Server support
- Ticketing
- Knowledge Base
- Functionality
- We use it for ticketing which was its intended purpose. No other use required.
Yes
Landesk - lack of KB functionality
- Price
- Product Usability
- Product Reputation
- Analyst Reports
Knowledge Base is required to ensure we all perform/meet the same standard when addressing an issue.
I would not change this action.
- Implemented in-house
No
- I was not around during the initial implementation
- Self-taught
Yes, although I am probably missing out on a lot of other features since I was not shown all the features of the programs.
None that I can think of other than mentioned in the previous page.
No - there is no facility to customize the interface
No - we have not done any custom code
None other than mentioned earlier.
No
Don't need to occur any additional expense.
No
Can't think of a scenario.
- All aspects
- Particularly knowledge base
- Customization
Remedy was already implemented when I moved over as IT coordinator.
No, vendor was around as much as needed.