Item: BMC Helix ITSM (Remedy)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.

Pros and Cons

Again, the ability to have all of the information (changes, incidents, problems, etc.) in one place is paramount.
The built-in ability to run simple reports is quite valuable.
The ability to interact with Crystal Reports makes BMC Remedy an even more data mining and reporting tool.
Once users are trained properly, it allows for the quick and easy creation of new issues.

Sometimes it takes a long time to get reports from the inventories.
Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training.
Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.

Return on Investment

BMC Remedy has a large and established user base, and the experience that you glean from using it will easily translate to almost anywhere.
It can increase your organization's productivity by improving your ticketing methodology and increasing the level of collaboration between various groups.
It allowed us to align our organization with ITIL best practices

Alternatives Considered

JIRA Service Desk, Samanage and Spiceworks

Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based storage was also a valuable addition.

Other Software Used

SAP Crystal, ASP.NET, Microsoft Access

Likelihood to Recommend

It may be more effective for smaller companies to pursue less costly solutions which may not have all of the features, but they still provide the basic functionality. If your company requires multiple levels of access, then it is simple to assign different roles depending on the needs of the individual users and/or groups. If you need to provide metrics on how quickly issues are assigned, resolved, closed, etc., then BMC Remedy is your ticket.

BMC Remedy is Your Ticket

Overall Satisfaction with BMC Remedy