Item: BMC Helix ITSM (Remedy)
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

BMC Helix ITSM (Remedy) is the central system we use to track and manage all IT related tasks for the entire business unit within the organization. IT related tasks such as application/system change requests, are all handled via BMC Helix ITSM (Remedy). This helps us to better manage IT requests, establish standards for processes, especially across various departments and teams.

Pros and Cons

You can customize BMC Helix ITSM (Remedy) to suite your specific needs.
Supports ITIL out of the box.
Reliable, able to serve our entire business units with thousands of users concurrently with not issues.
Can be extended further through integrations with other systems and applications.

Expensive compared to other alternatives.
We use the on-premise version of the product due to regulatory requirements, so we have to maintain the system ourselves. BMC Helix ITSM (Remedy) is not the easiest system to maintain DIY.
While the system is highly customizable, it is sometimes very complex, which also adds additional headaches when it comes to maintenance and upgrades.

Return on Investment

Standardizing all IT processes help to reduce turn around time to fulfill requests.

Alternatives Considered

Salesforce Service Cloud

Another business unit is using Salesforce for their IT management, and we were looking at switching over. However due to BMC Helix ITSM (Remedy)'s great support for ITIL implementation and the requirement for on-premise, we decided to stick with BMC Helix ITSM (Remedy).

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?

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

Other Software Used

Zoho CRM, Zendesk Support Suite

Likelihood to Recommend

BMC Helix ITSM (Remedy) is mostly used to implement ITIL, [which] would be most appropriate for large enterprise-level organizations, which usually have these needs, such as standards and processes. Given its cost and requirements (especially for on-prem), it would not be suitable for smaller organizations, that mostly rely on their nimbleness to compete, and having something such as BMC Helix ITSM (Remedy) would only slow them down.

BMC Helix ITSM (Remedy) for your IT management pains

Overall Satisfaction with BMC Helix ITSM (Remedy)