BMC Helix ITSM (Remedy)Makes My Job So Much Easier!
January 24, 2020

BMC Helix ITSM (Remedy)Makes My Job So Much Easier!

Kevin Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM (Remedy)

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.
  • Create report templates in Smart Reporting Console for faster access to data.
  • Quickly and easily search for incidents.
  • Larger reports take a long time to complete and even longer to export.
  • The smart reporting database fails over, but that's on the server and not a problem with the software.
  • Remedy's incident management console makes searching for customers, incidents and templates fast and easy. This allows a lower on phone time and gets escalated incidents to technicians much more quickly.
  • Remedy Smart Reporting allows for the creation of search templates by specific date periods or for "yesterday" or "today." This quickens the turn around time on ad hoc report requests making for a happy customer.
McAfee Help Desk is a legacy product. For what it did, it did it well, but in no way comes even close to the features in Remedy. Oracle was a customer system built for the college campus I worked for. The reporting portion in no way could compare the speed and accuracy of Remedy Smart Reporting.
Remedy support is always quick to reply. When difficult situations occur their agents have no issue working without internal support teams to help "remedy" the situation as fast as possible. The Remedy online support system is a massive undertaking and allows end-users to search for answers without opening a trouble ticket with support.

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?

Yes

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

Yes

Would you buy BMC Helix ITSM (Remedy) again?

Yes

Remedy offers a speedy and intuitive GUI for help desk agents to create and/or search incidents. The templates feature makes creating incidents that are part of an outage or heavily used feature much quicker so the agent can move on the next contact. I don't feel Remedy would be a suitable ticketing system for a small company. The cost and the myriad of features could easily be overwhelming to a novice user.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change requests repository
10
Change calendar
Not Rated
Service-level management
10