Item: BMC Helix ITSM (Remedy)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Remedy (thats what we still call it although the new brand name has been getting popular by the day) has been used in our org in parallel with another ITSM platform for strategic reasons. Our org has multiple sub orgs due to acquisitions done over the years and due to certain business needs, the overall IT infrastructure for a couple of those acquired orgs has stayed separate. Thats where we use BMC Helix ITSM (Remedy) for one of those sub orgs.

Pros and Cons

Very stable component in the form of CMDB
The problem management workflows are very structured
The new Insights section with the latest release is far superior than the legacy reporting tools
Knowledge management section is highly intuitive as compared to some other competing platforms

Multi Cloud broker although seems user friendly but has a few integration challenges
Asset Management section needs more advanced training for Tier 1 users in order to use it effectively. Still better than competing products

Return on Investment

Much easier to use for most every section
Lesser learning curve from a new user training perspective
Cloud integrations are getting better but have some more work to do
Change management is easily the star of all sections

Alternatives Considered

ServiceNow IT Service Management, ServiceNow IT Operations Management and N-able MSP Manager (formerly Solarwinds MSP Manager)

BMC Helix ITSM (Remedy) is so much more stable and better structured than MSP
MSP has slowness issues if not implemented correctly
BMC Helix ITSM (Remedy) has gotten better consistently with the cloud offering
BMC Helix ITSM (Remedy) and SNOW ITSM have quite a few things in common
BMC Helix ITSM (Remedy) in my opinion has an upper hand as compared to SNOW ITSM for a few key differentiators

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

N-able MSP Manager (formerly Solarwinds MSP Manager), N-able Backup (formerly Solarwinds Backup), ServiceNow Governance, Risk, and Compliance

Likelihood to Recommend

Very efficient Change Management including Release management

Thats where it comes stronger than a popular competing product which is making improvements looking at how the new remedy change management is structured

The Digital workplace has also made many improvements and keeps getting better with newer releases. It had some kinks in the beginning but has gotten better

BMC Helix ITSM (Remedy) - it keeps getting better with constant feedback

Overall Satisfaction with BMC Helix ITSM (Remedy)