Item: BMC Helix ITSM (Remedy)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

BMC Helix ITSM (Remedy) is used organization-wide. It is used as the only ITSM for users across the company. Support management with the CMDB option is best as more than 50% of issues faced by our users can be resolved via CMDB suggestions. Tracking users' Incidents and managing them is far easier with BMC Helix ITSM. We also have integrated change management and knowledge-base. It's great to have a single platform for support and change management. And the Dashboards are COOL.

Pros and Cons

User-friendly and customizable user experience.
CMDB to build knowledge base

Ready templates for easy customization
Integration with other solutions ( Operation management and monitoring solutions)

Return on Investment

Reduction of on-premises data-center resources that were occupied by previous solution
Ease of management as it is cloud-based as well

Alternatives Considered

Microsoft System Center Service Manager and ManageEngine ServiceDesk Plus

BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following simple words: "It does what it says."

Support Rating

The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.

Key Insights

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

Other Software Used

Microsoft System Center Configuration Manager (SCCM), ADManager Plus

Likelihood to Recommend

BMC Helix ITSM (Remedy) solution for support portal and solution management is well suited where IT admin staff are below average. BMC Helix ITSM (Remedy) is useful to reduce support calls and has an option to record resolutions to common issues. We appreciate the knowledge-base option to record the solution to a user's reported issue at any level (i.e. at user's end as well as at backend, which is usually solved by vendors/ administrators).

BMC Helix ITSM: As easy as 1-2-3

Overall Satisfaction with BMC Helix ITSM (Remedy)