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
Would you like us to let the vendor know that you want pricing?
122 people also want pricing
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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
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Reviews and Ratings
(194)Attribute Ratings
Reviews
(1-25 of 50)Enhance your support service
Best tool to manage business services easily
BMC Helix ITSM (Remedy) for your IT management pains
- Very efficient Change Management including Release management
- Thats where it comes stronger than a popular competing product which is making improvements looking at how the new remedy change management is structured
- The Digital workplace has also made many improvements and keeps getting better with newer releases. It had some kinks in the beginning but has gotten better
Remedy is great for an MSP
Helix as a great ITSM tool
I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
BMC Helix Review
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
BMC helps faster resolution of issues
I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.
I have personally used it at 2 different large scale IT departments operating in the higher education sector.
BMC Remedy is Your Ticket
BMC Remedy: A first look at an ITIL Implementation from an IT professional who uses it constantly
The current context I interface with Remedy is in the helpdesk scenario: an End User submits a ticket, that ticket is routed to the appropriate department, I solve the problem, then close that ticket, all from Remedy. However, processes such as Asset Management are wholly unsuitable to the task, in my opinion, and even my Company uses SAP for the bulk of the purchasing management, thus making it necessary to use two tools, instead of having a central system for purchasing and inventory.
ITSM Senior Consultant
BMC for Change Managment/ITSM
Remedy Force is a Ticketing system for Work
BMC/Remedy means it has the solution
- Documenting issues relating to Incident, Work Orders, Changes, Assets is the best.
- Tracking issues and identifying trends based on this tracking is extremely helpful to companies to reduce lost time. Tracking can be across Incidents, Work Orders, Changes, and Assets.
- Capability of access data from other databases and treating that data as local.
- Its adherence to ITIL standards, almost to a fault.
- Ease of customization. If it is desired to veer off the ITIL standards, it is a simple task. This is both a pro and a con.
- Interfacing to third-party applications and the open API is a strong bonus.
- Creating custom standalone applications in the BMC environment is fast and easy. Applications built within BMC be integrated with any BMC ITSM application. Once these applications are built almost anybody can maintain them and make changes to them.
I'm happy wirh BMC
Not so easy if used as first point of entry to incidents from end users, I think usability has to be improved.
Is also good for a development team, as is easy to interact with third party software