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.
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