TrustRadius
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.https://media.trustradius.com/product-logos/OF/fA/TT7SQOIAP1MX.PNGBMC Remedy tool for ITSMBMC Remedy is a powerful and amazing tool which is used by the whole organization. It is one of those critical applications on which operations run. Each and every activity is tracked and managed by the Remedy tool. IT and Non-IT operations are carried by this tool. It is widely used software across the IT Industry.,Remedy tool is used for incident management and there are several categories bound with SLAs(Service level agreement) which ensures the closures. It is also used for change management across the organization for different environments which make sure all the processes are followed. It has a knowledge article section where KBs are generated for known issues which are handy for Business as usual.,Sometimes it is hard to mention details when several other activities are happening and we need to refresh the page as by that time we lost the data we entered. It could use a light version like Angular JS or React JS so the server load gets reduce. There is no chat facility provided, if it is possible,I reckon it will better facilitate the incident management.,10,The return of investment is there for sure, as it is the most reliable application where the organization's National Operation Centre can work upon. It is impossible to track several changes happening every day but this tool makes it possible, The problem management of blocker issues and their tracking helps to resolve issues.,SysAid, Autotask and Spiceworks,JIRA Software, Microsoft Visual Studio Code, Aventri (formerly etouches)Great tool to utilize best practices and KPIs for your organization!We have BMC as an IT service manager ( ITSM), it is used for ticketing purpose. It is used by our service desk team and the entire organization uses it for any help on IT services. It helps us in effective service desk management and also categorizes tickets while following the standards of ITIL. It maintains a proper hierarchy and keeps KPIs and best practices intact! Certainly one of the most used tools around.,It helps in reduce ticket volume and faster resolution of tickets with a lot of integration It helps create proper hierarchies and helps categorize the tickets properly It helps take advantage of all of our existing best practice reports, KPIs, and other artifacts,I have found it to be a little slower in performance with some minor glitches sometimes Configurations can be complicated and to use it to the max, very good knowledge of tool integration is needed Support can be better at times (but has been good mostly),10,It can be quite expensive so a consultant should be hired to analyze what additional modules are needed The ROI is fantastic for large organization only as it is very helpful for large volume tickets and gives more in return and justify its cost Smaller accounts should consider the options carefully before choosing BMC is what I personally feel,Jira Service Desk,Jira Service Desk, Freshservice, OpenText Digital Asset Management for SAP SolutionsBMC Remedy- an efficient,mature and capable service management solutionAt the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system. The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.,Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams. Detailed Customization capability to fit the exact needs of the organization. Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers. It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.,Customization can be lengthy due to the numerous features included in the software. New staff members require some sort of hands-on training to get to know all the use capabilities. The analytics can be improved to include forecasts and trend analysis. Expensive compared to competitors.,9,With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations. No more missed or forgotten tickets for work orders by the team - increased efficiency and performance. Approvals hierarchy enforces controlled change management and responsible actions.,Microsoft System Center Configuration Manager, IBM Maximo, CA Service Desk Manager and HP Application Lifecycle Management,Microsoft System Center Configuration Manager, System Center Operations Manager, BoxBMC helps faster resolution of issuesWe are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.,Automated assignments are very helpful. Reporting is very good.,I don't see any major improvements, but having more flexibility in ticket auto assignments would help.,8,It helped our business to quickly resolve problems faced through faster resolution of tickets.,,Salesforce Community Cloud,,30,Incident Management Contract Management Change Management Service requests,Customize reports for people from different applications Create new fields as per user requirement,9,No,Price Prior Experience with the Product Positive Sales Experience with the Vendor Third-party Reviews,No ideas in the near futureBMC Remedy is Your TicketWe have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.,Again, the ability to have all of the information (changes, incidents, problems, etc.) in one place is paramount. The built-in ability to run simple reports is quite valuable. The ability to interact with Crystal Reports makes BMC Remedy an even more data mining and reporting tool. Once users are trained properly, it allows for the quick and easy creation of new issues.,Sometimes it takes a long time to get reports from the inventories. Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training. Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.,9,BMC Remedy has a large and established user base, and the experience that you glean from using it will easily translate to almost anywhere. It can increase your organization's productivity by improving your ticketing methodology and increasing the level of collaboration between various groups. It allowed us to align our organization with ITIL best practices,JIRA Service Desk, Samanage and Spiceworks,SAP Crystal, ASP.NET, Microsoft AccessITSM Senior ConsultantThe ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.,Applications aligned to ITIL best practices with many of the most common needs covered out of the box. Integration between applications (Incident, problem and change management) makes it really easy create the relationships between these entities. Using the Action Requests (AR) system the application is highly customizable , assuming an appropriate level of knowledge of developing applications using AR System.,In Remedy you can do many things but you need to built them first. Many of the Integrations depend on external components and the architecture used to implement the solution. The cloud-based solution should be improved to work in the same way as the on-premise solution. To accomplish minor changes on the appearance of the forms you need a lot of training.,9,The time required to implement the on-premise solution is too high and reduces ROI. Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications. You are assigned floating license that let the organization share license pools, thus reducing cost.,ServiceNow,ServiceNow, Remedyforce, FreshserviceRemedy Force is a Ticketing system for WorkOur company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems. All of our businesspeople and salespeople are used to creating support issues within BMC remedy tickets. We are using Remedy force for our ticketing system for Salesforce technical related issues, Aspect product issues, and Apttus related issues.,I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page. It is easy to implement our business requirements In BMC Remedy. On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...,There is no advanced case management in BMC Remedy IT Service Management Suite, like auto closer and escalation process like we have in Salesforce, which needs to improve. BMC Remedy IT Service Management Suite is missing some key features that would make life easier, such as being able to more easily copy tickets and search for tickets. Technology is slow.,9,When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization. I really enjoy Smart IT as the tool of choice for our incident management team. Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.,Salesforce,Salesforce CommunitiesBMC/Remedy means it has the solutionBMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).,Notification of new ticket, group notifications and individual are of great helps to support personnel. Depending on ticket volume notifications need to be tweaked with a simple config change to reduce the amount. Ticket visibility/tracking by management/group leads for trending or volume down to groups or individual. Ease of modification of any ITSM module on the needs of the company or group or between modules for any functional need. Ease of integration with most third party vendors and external databases. Ease of creating standalone BMC applications for application need within extremely tight schedules.,Part of the setup for Asset and CMDB is hard and time-consuming. But, is worth it. Most companies do not use the tool correctly as they do not want to go through the steps to set up CMDB, they say it is too hard and takes resources. Because of the openness of the system, it allows you to not use the system correctly. Example, many companies I have dealt with only want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.,9,Identifying trends quickly is a big deal and gets people back to work quickly. The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization. The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI. I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.,ServiceNow,30000,3,Customer satisfaction. Resolving customer issues from email submit to correct assignment of support staff from the correct location. Managing changes to network and systems, managing new hardware setup and installations, getting approvals from ordering equipment, making requested or needed changes and de-conflicting changes using the change calendar. Ordering new personnel PC, installing required software and needed software to complete job. Decommissioning PSs, systems and equipment.,Created gateways or portals to run other web pages from within Remedy. Instead of have many application Windows open everything from one or two Remedy browser tabs open Created a customer standalone Heads Up Display (HUD), to show on screen in a help desk, that showed critical issues, changes going on across all regions. This also helped trending as the help desk could see something going on across regions. This accesses all changes, work orders and incident and displays them in a simplified table, that could scroll by region or all regions at once.,Yes,Product Features Product Usability Product Reputation Prior Experience with the Product Analyst Reports Third-party Reviews,I would not change my process or decisions.BMC for Change Managment/ITSMWe use BMC Remedy for Change Management across the entire organization. It allows users to submit and manage change requests and associated tasks/jobs. We also previously used BMC Remedy for our Help Desk functions but we migrated that to a different product last year. BMC Remedy has been used by my organization for over 10 years.,Management of change requests including approvals, scheduling and completing the related tasks Ability for users to approve items via email and mobile devices Allow users to view data/reports easily,Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations,5,The ROI was fine initially as we got what we paid for and it served its purpose Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace Overall ROI was minimal and once the product was out of date we found more value in other tools,Ivanti,LANDesk Service Desk, LANDesk IT Asset Management Suite, CA APM, MS SharePointGood on prem ITSM solution - Expect incremental improvementsWe are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.,For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery. Incident management has show to be effective at routing cases to the appropriate support group for resolution. Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.,The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable. Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago. User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.,7,Our service desk has been able to scale and our service offerings to our customers has improved over the in house created application that it was replaced by. We are able to monitor our SLA agreements through the SLM module which has helped improve service delivery. Change management has been more effective in coordinating change, partly through the tool and partly through service improvement efforts.,,Microsoft System Center Configuration Manager, Visual Studio IDEI'm happy wirh BMCIt's used by IT department to process incidents,Incident reporting Incident reassignment Easy incident creation Incidents track,Capability of being adapted Price Usability,6,Positive: less people dedicated to acll center Positive: les time lost in incident tracking Negative: Ownership cost,JIRA Service Desk,SAP Business Warehouse, SAP S/4HANA, SysTools MBOX to Outlook ConverterBMC Remedy ITSM Suite - IT just got GREAT!We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own. We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.,Integrate well with other systems MYIT is a fantastic new interface for users I really enjoy SmartIT as the tool of choice for incident management Very robust system,The ITSM suite has some really poor screens compared to the new SmartIT suite Upgrades could be a lot easier I think with a wizard type method used,10,Using MyIT has definitely helped with turnaround and user acceptance of the system. We notice quite a few bugs in the released versions of the various modules.,JIRA Service DeskBMC ITSM ReviewWe use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.,.Very customizable Based on ITIL so correct processes are there OOTB. Easy enough to implement with very little effort.,Support can be a little slow at times. Some errors are very vague. Still very clunky look and feel but this is slowly being rectified with SmartIT.,10,I don't have visibility of our ROI but it does have a big positive impact to our business and service delivery.,,JIRA Software, BMC Atrium CMDB, BMC Remedy Asset ManagementBMC Remedy ITSM Suite - Check It Out!!My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.,Visibility of tickets is key. All support staff users can see tickets in consoles they have access to. Remedy is a tool which empowers the company to streamline processes and implement a framework, such as ITIL in the case of Remedy.,Some consoles are not built out as much as others. We do our own development and these bugs are more visible to us.,7,It has allowed us to create service requests that have decreased the turnaround time for employee reimbursements.,Ticket Tracker,BMC Atrium CMDB, BMC Remedy Asset Management, BMC Remedy IT Service Management SuiteRemedy ITSM - Solid productOur whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.,Remedy integrates very well with many products so you can have incidents coming from many sources directly into Remedy. Service requests are something that Remedy does well. Once setup a user just has to answer some pre-determined questions and a work order/inicident/change request will automatically be created and populated based on the answers provided so business end users do not need a lot of training in order to open requests. Incident/problem management is a strong point in the Remedy system. Users can open problems directly from the incident ticket with the click of a button and it allows users to track incidents against problems fairly well.,Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved. I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.,9,I don't have any hard numbers for this but without Remedy notifying people with incident tickets about issues we would not be in the position that we are. Our company has over a 99.99% up time and part of it is due to the Remedy system notifying people of possible issues before it causes a downtime. Thanks to Remedy's change request process it has allowed our company to make changes with the confidence that everything will go as planned.,,HP SiteScope, HP Business Process Monitor, Control-MBMC Remedy is the backbone for process maturity and capability.Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.,Rigid enforcement of processes rules and the ability to audit and report on them. Out of the box alignment with ITIL processes. Remedy is easy to customize to meet specific business needs.,It is much better today, but I still think there is room to improve the upgrade and installation--it just seems to take forever. I'd like to see BMC provide more real world configuration out of the box. It is a little overwhelming to someone who is new to the system to have to configure it from scratch.,9,BMC ITSM has allowed us to focus on improving our incident resolution process and reduce our incident backlog significantly. The Change Management application makes it possible for our business users to actively manage business related changes while providing the deep auditing capability we need.,ServiceNow,MS SharePoint, Microsoft ExchangeThe "Remedy" for your ITIL based solutionWe 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.,9,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.,Jira,BMC Remedy Asset Management, BMC Atrium CMDB,300,6,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,10,Yes,10,Yes,One of our team members had, inadvertently, removed permissions from some of our server teams. As a result, Tivoli was creating 15 records per incident because they did not get back the proper responses via email. BMC worked with us over the weekend to come to a resolution and determine a fix, even though it was (ultimately) our own fault for the issue.Remedy for Service ManagementIt's being used throughout the organization. It helped reduce the number of applications for service support and operation within the organization. We have a single console as well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.,Best aligned ITIL process - we were able to align our own process without much customization. Tight integration with all modules reduces the data redundancy and duplicate work. We can perform any kind of actions and intelligent work to be carried out by the tool such as validation, and enforcing the policies to be followed etc. You can develop any application on ARS platform which is an advantage.,Users should be able to customize their home page as per their need. There are so many fields not being utilized properly. We need to understand the tool deeply to explore certain capabilities. Most of the valuable features and how to configure those are not available freely. When a customer purchases the application, there is a need for an expert team to come and do the implementation. There should be a possibility for customers to use features like pre-stack implementation with customer data so that it will reduce the implementation time line as well as enable certain features when required. Upgrade path should be configured as a wizard where all required steps should be followed with the upgrade utility. Current process is too complex.,10,ROI is slow as initial investment is high. New entry products have come up with colorful feature which is sometimes [found] attractive by the end users. As far as Remedy is concerned, this is process oriented tool rather than customer oriented.,CA UniventerBMC ITSM Suite - Is Certainly Service differentiatorWe use BMC remedy across the organization. It basically coveres our service management portfolio activities: Working with customers and suppliers to reduce unnecessary ticket volumesSimplifying and standardizing processes, and rolling out best practices globallyStreamlined organisation structure and operating modelDeploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base,Can be easily implemented for huge organizations Scalability and simplification of processes Hassle free usage for end users Maintenance and operating costs are less,Increase the flexibility for integration with external products Enhancing the UI Simplification of process w.r.t modules like Change and Release management,10,Service operations - managing business planning, process & tools, continuous service improvement and training support Major contract transformation - identifying opportunities to improve our quality and cost of service Customer Experience -Ability to manage customer in integrated fashion, seamlessly, regardless of service,HP SM and IBM Tivoli Change and Configuration Management Database,SAP Business Objects, BMC Atrium CMDB, Oracle Database 12cWorking with Remedy, as user and as consultantRemedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs. We use BMC Remedy IT Service Management suite in two major ways: Support our final customer with RemedyInternal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.,ITIL alligned process Web based Easy to install, easy to confiugre,High computer resources needed, specially RAM Not easy to customize. A simple configuration method to enable a few of new fields would be great. There are always bugs, should test a little lot more.,9,With enabling self-service the attention to customer is faster, really 2/7. Zero effort to comply with ITIL. The solution is module-based so you can start for anyone as needed.,CA Service Desk Manager and ServiceNow,BMC Atrium CMDB, BMC Remedy Asset ManagementBMC Remedy is a great ITIL compliant solutionWe use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.,Easily customizable to meet business needs Rock solid reliability and performance Streamlines processes and requirements to assure auditing compliance Standard ITIL compliant processes out of the box,Difficult to integrate via web services Reporting is weak without the use of third party tools Large infrastructure which may be difficult for smaller organizations to maintain,8,We have found we were able to consolidate a number of other products and tools to reduce cost Minimal IT staff required to maintain BMC Remedy Easily customize workflows to meet business process requirements,Visual Studio.NETITSM with Smart IT will be great selectionWe are using only few modules as of now: Incident, Change. and SRM from full the ITSM Suite. There are couple of departments who use Remedy. This tool really helpful to manage incidents, requests and change requests.,It's easy to customize the application as per enterprise need. Easy to integrate, and for sure its integration capability will improve with new versions. BMC documentation, site and support for various products has improved a lot over a couple of years. This really helps a customer to use most of the ITSM tool. We are really impressed with the new Smart IT and My IT tool. And we are planning to move to the new interface very soon. With the introduction of Smart reporting, it should answer most reporting related issues/questions.,Each and every product has room for improvements as does this tool. I would love to see the possibility to customize the new Smart IT Tool, as there are many things in the new tool which may need to change as per enterprise need. I would love to see help contents embedded within the tool for any new user to understand and navigate the tool with ease. Opening the whole help file is good but it will be great if this help is available on Smart IT as well.,9,Customer Satisfaction: New My IT should helpBMC Remedy is an excellent fit for a Group of CompaniesBMC Remedy IT Service Management Suite is being used by our whole company. We use it mostly for the following ITIL processes: Incident, Problem, Change, Asset, Service Catalogue, Service Level Management. We want to drive operational efficiencies within the implementation of best practice ITIL processes, focus on getting the benefits by having all the records of IT activities and being able to manage them.,Breadth and depth of features and possibilities within the tool. Implementation of best practices that has been gathered by customers over the years, not just plain ITIL. Integration possibilities are virtually unlimited.,Usability of the tool is at first not at an acceptable level. It is not very easy to get used to the tool and its logic, but once you get it, it becomes really useful. SmartIT has made a major leap towards improving that, but we have not yet implemented it. After some time of usage, it becomes apparent that some of the features of the tool were acquired from different vendors, or made by different teams, which means that the forms are not 100% consistent across the tool. This is really not an issue, just a minor remark. The support of the tool is the real issue. Communication in bad English, bad quality lines, people who just consume your precious time with the same questions all the time (send us the log), but do not provide valuable feedback, it is very hard to reach level 2 or 3 support, which in our case should be the first thing to do since we have already debugged the issue to a great extent - these are just some examples. Look for a local partner's support from the beginning, if possible. Probably a geographically close partner, that you can visit and make some impact on.,8,We have most of our Incidents within the system, so we can have a real picture of our IT performance. We get the chance to gather feedback from the customers via responses to the resoulutions to their requests. By managing changes, our IT systems become more stable, we have less incidents and have better reputation in the eyes of our customers.,Serena Business Manager, HP Service Manager, CA Service Desk Manager and IBM MaximoSmartIT/MyIT a much needed makeover for Remedy InterfaceRemedy with SmartIT is mainly used by the IT department. We are rolling out MyIT to non-IT users in the next few months. Most requests are fulfilled using service requests.,Approvals (Email/Approval Central) Change Management Process (Risk Levels, multiple phases) Customization Support,Built in reporting tools (improved significantly with Smart Reporting as compared to BIRT) Request Entry Screen (improved significantly with MyIT) Install Process (Wish it had 1 unified installer for Core+ITSM),9,SLA Tracking for Incidents,BMC Atrium CMDBRemedy=Knowledge 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.
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BMC Helix ITSM
140 Ratings
Score 8.0 out of 101
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BMC Helix ITSM Reviews

BMC Helix ITSM
140 Ratings
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Score 8.0 out of 101

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rahul garg profile photo
Score 10 out of 10
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BMC Remedy is a powerful and amazing tool which is used by the whole organization. It is one of those critical applications on which operations run. Each and every activity is tracked and managed by the Remedy tool. IT and Non-IT operations are carried by this tool. It is widely used software across the IT Industry.
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Ankit Parikh profile photo
Score 10 out of 10
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We have BMC as an IT service manager ( ITSM), it is used for ticketing purpose. It is used by our service desk team and the entire organization uses it for any help on IT services. It helps us in effective service desk management and also categorizes tickets while following the standards of ITIL. It maintains a proper hierarchy and keeps KPIs and best practices intact! Certainly one of the most used tools around.
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Timothy Sawah profile photo
Score 9 out of 10
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At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.

The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
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Score 8 out of 10
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Use Cases and Deployment Scope

We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
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Score 9 out of 10
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Use Cases and Deployment Scope

We have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.
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Antonio Acosta profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

The ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.
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Mallesh Kanakam profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems. All of our businesspeople and salespeople are used to creating support issues within BMC remedy tickets. We are using Remedy force for our ticketing system for Salesforce technical related issues, Aspect product issues, and Apttus related issues.
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Martin Rockwell &quot;Rocky&quot; profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

BMC ITSM is currently used across the US by more than 10 regions. The whole toolset helps in ease of use (email ticket submissions), identifying trouble areas and tracking work and customer communications/trending report automatically sent to customers through email. Managers can easily track who is working on what problem(s).
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Score 5 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy for Change Management across the entire organization. It allows users to submit and manage change requests and associated tasks/jobs. We also previously used BMC Remedy for our Help Desk functions but we migrated that to a different product last year. BMC Remedy has been used by my organization for over 10 years.
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Jim Coryat profile photo
Score 7 out of 10
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Use Cases and Deployment Scope

We are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.
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Shaun Field profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own.

We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.
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Shaun Smit profile photo
April 04, 2017

BMC ITSM Review

Score 10 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy IT Service Management to bridge the gap between our customers/internal users and the different services that we offer, be it to get something fixed or request something new and have full control and visibility of what is getting rolled out. BMC Remedy IT Service Management has given us a lot of room to customize to the businesses needs and allowed us to do things no other application would let us do.
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Dave Campbell profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.
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Mark Arbuthnot profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.
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Shayne Froelich profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

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.

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Fairooz Habeeb profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

It's being used throughout the organization. It helped reduce the number of applications for service support and operation within the organization. We have a single console as well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.
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Dinesh Chowdary profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We use BMC remedy across the organization. It basically coveres our service management portfolio activities:


  • Working with customers and suppliers to reduce unnecessary ticket volumes
  • Simplifying and standardizing processes, and rolling out best practices globally
  • Streamlined organisation structure and operating model
  • Deploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base
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Pedro Cardoso profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Remedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs.


We use BMC Remedy IT Service Management Suite in two major ways:


  • Support our final customer with Remedy
  • Internal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.
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Jim Guzlecki profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

We use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.
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Damir Suban profile photo
Score 8 out of 10
Vetted Review
Reseller
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Use Cases and Deployment Scope

BMC Remedy IT Service Management Suite is being used by our whole company. We use it mostly for the following ITIL processes: Incident, Problem, Change, Asset, Service Catalogue, Service Level Management. We want to drive operational efficiencies within the implementation of best practice ITIL processes, focus on getting the benefits by having all the records of IT activities and being able to manage them.
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Feature Scorecard Summary

Organize and prioritize service tickets (32)
8.5
Expert directory (22)
8.7
Service restoration (28)
8.1
Self-service tools (32)
7.3
Subscription-based notifications (25)
8.0
ITSM collaboration and documentation (31)
8.0
ITSM reports and dashboards (31)
8.1
Configuration mangement (28)
8.7
Asset management dashboard (28)
8.1
Policy and contract enforcement (21)
7.6
Change requests repository (31)
7.9
Change calendar (31)
8.6
Service-level management (30)
7.9

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.

BMC Helix ITSM Integrations

BMC Helix ITSM Competitors

BMC Helix ITSM Technical Details

Operating Systems: Unspecified
Mobile Application:No