Best practice ITSM out of the box - with extensive customisation if needed
April 19, 2021

Best practice ITSM out of the box - with extensive customisation if needed

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) is used across the whole organisation to manage IT Service Management (Incident, Problem, Change, Release), CMDB (including BMC Discovery), Service Requests (BMC Digital Workplace), Orchestration (TrueSight Orchestrator).
IT and Engineering staff and partners (managed service providers plus vendor partners) use the ITSM component.
All staff (business and technical) use the Service Management component and interact with ITSM for managing their Incidents.
  • Change Management
  • Incident Management
  • Integration with southbound and northbound tools and systems
  • Service Request Management
  • Configuration Management (CMDB)
  • Highly Customisable - two edged sword
  • Ease of use - learning curve
  • Set up and configuration is very complex
  • Highly Customisable - two edged sword
  • improved Mean Time to Restore
  • Manage SLA with Managed Service Providers
  • Manage complex Change Management process with large number of Changes (100s per week)
  • Reduced time to action Service Requests using automated provisioning
  • Easy to add Service Requests with drag and drop design using Digital Workplace tool
Moving to Helix from on premises Remedy provides all the same benefits of ServiceNow with most of the existing customisations we have developed over the last eight years. There was no feature we needed that ServiceNow provided that Helix could not provide.
The biggest factor was Helix's ability to use concurrent licences vs ServiceNow's named licences. We have large numbers of partners who use the system infrequently, but they do need to use it to raise changes or manage incidents/problems. ServiceNow would have been much more costly for effectively the same functionality.

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

Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system.

I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
7
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
10
Change calendar
9
Service-level management
9

Using BMC Helix ITSM (Remedy)

5000 - 5000 use the Service Request Management function - they represent all areas of the business
1000 use the ITSM function (Incident, Problem, Change, Release and Configuration Management) - they represent the IT and Engineering functions
4 - One Architect (70% of role)
Three Remedy engineers to perform day to day maintenance, build custom reports, manage customisations, develop new Digital Workplace Services, manage integrations etc
  • IT Service Management - especially Change and Incident Management
  • CMDB - Configuration Management
  • Request Management (Digital Workplace)
  • Automation from alarms received to deployment of field resources
  • Integration with multiple systems (eg Oracle HR, Ericsson Cloud Orchestrator, Active Directory)
  • Automate the resolution of issues through run books
  • Swarming for resolving incidents
  • Integration with AWS Cloud tools for better Incident resolution through understanding cloud configuration and current situation
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.