Item: BMC Helix ITSM (Remedy)
Rating: 10
Author: Evan Kent

Use Cases and Deployment Scope

Remedy is used as our internal ticketing system to allow us to keep track of issues across multiple clients in a searchable format as well as allowing individual clients portal access to only see tickets that affect them. Without this, we would not be able to haven't log in and see open issues and track what is going on.

Pros and Cons

Separate Clients
Allow Tracking of issues
Communicate with separate password storage applications

Searching can use some help
Sometimes can be a little bit sluggish
Occasionally the web interface will crash out

Return on Investment

Allows us to quickly identify common issues among a client
Allows us to quickly see if a specific user needs proper training

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?

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?

Yes

Likelihood to Recommend

Remedy is best suited for use by an MSP who needs a custom interface. It allows custom fields, and separation by clients. It also allows you to store hints, notes and connect to a program that allows secure storage of clients' passwords all within 1 web interface. Also as it is a web-based client, it allows access from multiple different Desktop and Mobile operating systems

Remedy is great for an MSP

Overall Satisfaction with BMC Helix ITSM (Remedy)