Enhance your support service
November 05, 2021

Enhance your support service

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM (Remedy)

BMC Helix is used as our main ticketing tool across whole organization world wide. Our end users can raise a requests via forms or email, or by contact with 1st line of support. Then the internal teams work on the solutions in tiered model. Once the solution is found, they can respond to the requester.
  • Clear and intuitive interface
  • Customer facing portal integrating different products
  • Reporting capabilities
  • Tickets handling between modules
  • A modern system with great automation potential
BMX Helix offered more beneficial terms of use and more options to influence the further development of the products. Also, the support offered by BMC and the opportunity to configure and decide on the usage of the features on our own helped with assessing and making final decision on the product selection.

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?

No

Would you buy BMC Helix ITSM (Remedy) again?

No

Depending on the organization, it can really improve and leverage digital transformation, as long as you can agree on one, common product from BMC portfolio across organization, or you define the support streams independently. Unfortunately, communication between products, is cumbersome and difficult, and is seen as confusing for end-users at this point.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
5
Expert directory
8
Service restoration
4
Self-service tools
10
Subscription-based notifications
5
ITSM collaboration and documentation
7
ITSM reports and dashboards
3
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
7
Change requests repository
7
Change calendar
Not Rated
Service-level management
5