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BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy)

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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Recent Reviews

BMC Helix Review

6 out of 10
March 28, 2021
Incentivized
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/a…
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Ultimate Remedy Review

8 out of 10
February 13, 2020
Incentivized
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, …
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Read all reviews

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

View all 13 features
  • Self-service tools (43)
    9.0
    90%
  • ITSM collaboration and documentation (43)
    8.0
    80%
  • Organize and prioritize service tickets (44)
    7.5
    75%
  • ITSM reports and dashboards (43)
    6.3
    63%
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Pricing

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N/A
Unavailable

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

7.5
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.6
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.7
Avg 8.4
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Product Details

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) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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).
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Comparisons

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Reviews and Ratings

(194)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
June 20, 2016

BMC Remedy

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Mid to Large companies who have the staff to support it and make use of all the features.
Incident and problem management (7)
54.28571428571429%
5.4
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Service restoration
N/A
N/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
ITSM asset management (3)
43.33333333333333%
4.3
Configuration mangement
70%
7.0
Asset management dashboard
60%
6.0
Policy and contract enforcement
N/A
N/A
Change management (3)
76.66666666666667%
7.7
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.
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
We are currently being acquired and have an initiative to look at another SAAS solution
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.
I was not a part of the initial implementation
No
We pay another third party BMC partner for expanded support when we need it.
Slow responses and resolution times. We seem to fix it and share the resolution back to BMC support
No
Yes, but I don't use it
Not intuitive and cumbersome to use but has a lot of features built in.
Travis Sirmon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
BMC Remedy IT Service Management Suite is well suited in an IT environment and can help track and organize daily work flow.
Incident and problem management (7)
15.714285714285714%
1.6
Organize and prioritize service tickets
90%
9.0
Expert directory
20%
2.0
Service restoration
N/A
N/A
Self-service tools
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
16.666666666666668%
1.7
Configuration mangement
N/A
N/A
Asset management dashboard
50%
5.0
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
  • I don't get paid to figure this piece out but it is a useful tool/software
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.
Always want to keep options open
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
Satisfied because I didn't have to do it!
  • 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.
I didn't see or remember a lot of options for customization as far as adding additional fields or reworking the layout of the main page.
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.
Received great service whenever it was needed.
No
Can't think of a scenario.
  • All aspects
  • Particularly knowledge base
  • Customization
Always room for improvements but its the best knowledge base and ticketing system I have used.
Again, always room for improvement, but a very stable product none-the-less.
Always enjoyed our vendor communications.
Didn't see vendor as much but enough to explain and [ask] questions or [relay] concerns I may have had.
Remedy was already implemented when I moved over as IT coordinator.
No, vendor was around as much as needed.
Lee Cullom | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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.
The BMC Remedy ITSM product is solid and mature. I would definitely recommend it for an on-premises deployment for an enterprise-class IT organization. It only requires a large amount of resources when a customer relies heavily on BMC support. Product great, support... not so much. It's best to consider BMC partners for support.It would depend on the customer, region, implementation partner, pricing and requirements. There are some occasions where I would highly recommend this product... and some occasions where it is not a fit. Ask BMC:- May I experience some support calls with the BMC team?- Can you please include very specific line items in the task list embedded in the statement of work?- Will you please include the names of the individuals who are implementing this product?- Do you plan on deploying the native SRM interface? MyIT? Or both?
  • 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!)
BMC Remedy ITSM should be on your short list if you are considering a robust solution in an on-premise model. The implementation community is very strong and mature. BMC still has the broadest suite of complementary IT Operations add-on products which are still currently on-premise. BMC ADDM is a star performer for application discovery and dependency mapping, especially with respect to integration with CMDB. That is BMC's strong suit. Usability & Support... well, not so much. One thing to be careful to watch for in the demonstration. Many companies simply have stronger sales teams which can make a product shine. That's not always the case with BMC, so ask around to ensure that you have an apples to apples comparison of pre-sales teams!
Northcraft Analytics has no choice. We build solutions for the top 5 ITSM solutions in market share. That's ServiceNow, BMC Remedy ITSM, HP Service Manager, etc...
No
Premium support can be very good if you pay absolute top dollar for a replicated environment, but that is not applicable for most customers.
BMC has transitioned their support model many times. From off-shore to hybrid off-shore... to now which is channel/hybrid off-shore. If you want high-quality support for BMC Remedy products, you must go through a partner, preferably Rapid Technologies.
No
  • 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?
Yes
MyIT is pretty nice for end-users. For technicians, it would be wise to look at Mobile Reach. ServiceNow is a bit better on the mobile side, but I wouldn't really recomend either for heavy mobile usage by the IT department.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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