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OOtB ITIL for Large Organisations
December 03, 2019

OOtB ITIL for Large Organisations

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM (Remedy)

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.
  • ITIL Process OOtB
  • Process compliance
  • Scalability
  • Integration with Event Management and Infrastructure Monitoring
  • Zero Downtime Upgrades
  • CMDB UI
  • Reporting
  • ROI in Large organisaitons - very quick
  • Smaller organisations struggled to find ROI
  • Organisation change takes time
ITIL Process management and compliance is stellar in Helix ITSM, when compared to the competition. The presentation layer at the time of writing (Q4 2019) was catching up with the competition, but not quite there. CMDB management and presentation was lagging behind ServiceNow. Self Service Portals were on par though.
As with any BMC product, to get to the competent people in their support, you need to get though the L1 support. This can be tricky and may take time. Once you are dealing with the L2, you are in the good hands. As for the product releases - the product management is listening to the market trends and customer feedback. The new features are being added reasonably fast.

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

Not sure

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?

Yes

Would you buy BMC Helix ITSM (Remedy) again?

Yes

Helix ITSM is an excellent product for medium to large organisations that want to effectively manage their ITIL processes in the cloud. It provides an OOtB pure ITIL implementation available in the cloud. The only configuration required is the Service Catalogue and the Org structure.
Having said that - every company should check if they have this information or know how to get it before deciding on any ITIL solution.
The deployment requires customer involvement and management sponsorship.

I have seen (previous versions of) this tool sold to small organisations (below 200 IT staff).
Deployment and administration was a challenge for them and the ROI (for the on-prem version) was hard to find.
It is possible that the new cloud release improves that but it remains to be seen.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
7.4
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
4
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
6
Change management
9.0
Change requests repository
9
Change calendar
8
Service-level management
10

BMC Helix ITSM (Remedy) Support

ProsCons
Problems get solved
Kept well informed
Slow Resolution
Poor followup
Less knowledgeable
Escalation required
Need to explain problems multiple times
Support doesn't seem to care
No - BMC premium support is based on having a dedicated contact within the support organisation. The SLAs are slightly better and they are definitely better measured. You still need to go though the L1 though, the POC will only assist in case of an escalation. The solution reviews offered as a part of the service are perhaps the only highlight.