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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

(1-25 of 50)
Companies can't remove reviews or game the system. Here's why
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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, or by contact with 1st line of support. Then the internal teams work on the solutions in tiered model. Once the solution is found, they can respond to the requester.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) has been a great help for me over the years. A clean and clear dashboard with a fully professional support team actually makes it the best in operation. I would definitely recommend this to other organizations to have in their system to manage business operations successfully.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) is the central system we use to track and manage all IT related tasks for the entire business unit within the organization. IT related tasks such as application/system change requests, are all handled via BMC Helix ITSM (Remedy). This helps us to better manage IT requests, establish standards for processes, especially across various departments and teams.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Remedy (thats what we still call it although the new brand name has been getting popular by the day) has been used in our org in parallel with another ITSM platform for strategic reasons. Our org has multiple sub orgs due to acquisitions done over the years and due to certain business needs, the overall IT infrastructure for a couple of those acquired orgs has stayed separate. Thats where we use BMC Helix ITSM (Remedy) for one of those sub orgs.
Evan Kent | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Remedy is used as our internal ticketing system to allow us to keep track of issues across multiple clients in a searchable format as well as allowing individual clients portal access to only see tickets that affect them. Without this, we would not be able to haven't log in and see open issues and track what is going on.
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.
March 28, 2021

BMC Helix Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/amend distribution list.
  • Mailbox size issues.
  • General faults and requests.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix ITSM (Remedy) is used organization-wide. It is used as the only ITSM for users across the company. Support management with the CMDB option is best as more than 50% of issues faced by our users can be resolved via CMDB suggestions. Tracking users' Incidents and managing them is far easier with BMC Helix ITSM. We also have integrated change management and knowledge-base. It's great to have a single platform for support and change management. And the Dashboards are COOL.
February 13, 2020

Ultimate Remedy Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, Request Management, Knowledge Management and Asset Management. It allows to have a range of ticket types across ITSM in the one tool.
Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Remedy is used across the whole organization. We have two call centers. One is in Oklahoma City, OK and the other is in Niceville, FL. Remedy is the ticketing system help desk agents use to open service requests for our contacts. I use Remedy every workday and multiple times a day. I gather data on help desk performance metrics and on outages that may occur. The Smart Reporting console has made my work life so much easier as I no longer have to use the SQL command line to pull data.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I have used and consulted on Remedy for the last 15 years. The system has gone a long way though this time.The latest cloud release - Helix ITSM is the finest incarnation. Taking away the hosting headache, while providing a good User Experience (UX) and scalability - this is what a medium to large companies need in the ITSM sphere. This allows them to focus on the process design and compliance. And this is also where Remedy shines.
Small companies - steer away from Remedy products - they are designed with the bigger companies in mind.
rahul garg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Ankit Parikh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Timothy Sawah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Currently, Remedy is used by the entire IT department to capture the entire ITIL Landscape. What this means in layman terms is that Remedy is responsible for CRUD against everything from Asset Management, to Incident and Change Management.

I say that Remedy is used by the IT department, but other departments also use Remedy- Client Services (the spear-tip of the IT department), the help desk, and other internal departments (power, scheduling, etc) also use remedy to manage their workflow, thought IT is Lion's share of the load.
Antonio Acosta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
Mallesh Kanakam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Martin Rockwell "Rocky" | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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).
April 04, 2017

BMC ITSM Review

Shaun Smit | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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