Ultimate Remedy Review
February 13, 2020

Ultimate Remedy Review

Anonymous | TrustRadius Reviewer
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.
The forum is helpful and support tickets raised with BMC are generally answered in a timely fashion.

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


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


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?


It is well suited to managing Incidents, Requests, Changes, Knowledge and Assets. It is not well suited to detailed reporting so additional tools are required to use for BMC Helix ITSM reporting.

BMC Helix ITSM (Remedy) Feature Ratings

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