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BMC Helix Review
Updated March 28, 2021

BMC Helix Review

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM (Remedy)

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.
  • User-interface and operations can be defined as per your companies requirement.
  • Request/response time is faster and the whole ticket status can be viewed and modified at any point in time.
  • End-to-end tracking and follow up makes it easy for the user to prioritize the incident.
  • Duplication of incidents/requests.
  • Stage by stage updates should be provided to the incident raiser.
  • Individual user requests are handled within SLA.
  • All the requests are documented and available for review when required.
  • Business objectives are achieved within the budget.
Support is good when we need it.

Do you think BMC Helix ITSM (Remedy) delivers good value for the price?

Yes

Are you happy with BMC Helix ITSM (Remedy)'s feature set?

Yes

Did BMC Helix ITSM (Remedy) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BMC Helix ITSM (Remedy) go as expected?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM (Remedy) again?

Yes

This is well suited for medium and large scale organizations and this can be a powerful tool if used in the service industry. It may not be appropriate for small scale businesses as the number of users will be less and additional resources would be required. This could cause more overhead for the organization.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management
8.7
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

BMC Helix ITSM (Remedy) Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
None