Item: BMC Helix ITSM (Remedy)
Rating: 7
Author: Bas Verschuren

Use Cases and Deployment Scope

We use it as an external user for our customers. They create support tickets for our queue and we have to solve it and send a description of our work.

Pros and Cons

Assign your tickets
Following up of tickets
Give a clear explanation of the problem
Nice use of screenshots and other information

Some details are a little bit fuzzy
Not clear directly where to adjust settings

Return on Investment

We don't use it internally so I have no idea of the impact

Alternatives Considered

TOPdesk and Freshdesk

TOPdesk I think it is clearer in use, but [BMC Helix ITSM] is better than Freshdesk.

Key Insights

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM (Remedy) again?

Yes

Other Software Used

SQL Server Integration Services, Microsoft SQL Server, Microsoft Visual Studio Code, Azure DevOps Server (formerly Team Foundation Server)

Likelihood to Recommend

For internal use its great. For external use it could be better.

Helix as a great ITSM tool

Overall Satisfaction with BMC Helix ITSM (Remedy)