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
Score 9 out of 10
Vetted Review
Verified User
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.
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.
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
BMC Helix ITSM (Remedy) Feature Ratings
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
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
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