Ultimate Remedy Review
February 13, 2020
Ultimate Remedy Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Helix ITSM (Remedy)
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.
- The ability to customise the tool to suit business needs.
- The range of options available within each ticket to relate others tickets, CI's and knowledge articles.
- Service Level Management console does not allow us to configure all SLA's in our complex environment.
- Reporting and dashboards could have additional options.
- Allows us to manage tickets effectively in one tool, meaning less overhead.
- Poor SLM tool means we can't accurately rely on management of SLA's within the tool.
Comparing the two, they are quite similar in terms of options available and functionality. I prefer using BMC Helix ITSM (Remedy) as it is easier to customise the tool and has a better user interface. BMC Helix ITSM is the tool used across the business and also by many of our customers. Despite its shortcomings, it is still superior to ServiceNow.
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