Remedy ITSM is a broad suite of ITSM tools with strong integrations to other BMC tools. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Base/ProductivityBMC 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,7,I don't get paid to figure this piece out but it is a useful tool/software,Trackit and LANDesk Service Desk,3,3,Ticketing Knowledge Base Functionality,We use it for ticketing which was its intended purpose. No other use required.,7,Yes,Price Product Usability Product Reputation Analyst Reports,I would not change this action.,Implemented in-house,No,I was not around during the initial implementation,10,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.,5,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,8,No,Can't think of a scenario.,All aspects Particularly knowledge base,Customization,8,8,8,7,Remedy was already implemented when I moved over as IT coordinator.,No, vendor was around as much as needed.BMC RemedyIt 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.,8,Less incidents following changes Better coordination and understanding of assets and relationships.,Dynatrace Data Center Real-User Monitoring, CA NetQoS Performance Center, SolarWinds Server & Application Monitor,1000,4,Work Requests Incident Management Change Management,Integrated the Discovery and Dependency Mapping software to populate ITSM,Expand/continue to implement Configuration management,8,Not Sure,Price Product Features Product Usability Product Reputation Prior Experience with the Product Vendor Reputation Analyst Reports,Implemented in-house,Yes,Change management was a small part of the implementation and was well-handled,7,No,7,No,Yes, but I don't use it,7
140 Ratings
Score 8.0 out of 101
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BMC Helix ITSM Reviews

140 Ratings
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Score 8.0 out of 101

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Feature Scorecard Summary

Organize and prioritize service tickets (32)
Expert directory (22)
Service restoration (28)
Self-service tools (32)
Subscription-based notifications (25)
ITSM collaboration and documentation (31)
ITSM reports and dashboards (31)
Configuration mangement (28)
Asset management dashboard (28)
Policy and contract enforcement (21)
Change requests repository (31)
Change calendar (31)
Service-level management (30)

About BMC Helix ITSM

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you to provide superior service management across multi-cloud environments that is intelligent and predictive.

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BMC Helix ITSM Technical Details

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