Great tool to utilize best practices and KPIs for your organization!
Ankit Parikh | TrustRadius Reviewer
Updated April 01, 2019

Great tool to utilize best practices and KPIs for your organization!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy

We have BMC as an IT service manager ( ITSM), it is used for ticketing purpose. It is used by our service desk team and the entire organization uses it for any help on IT services. It helps us in effective service desk management and also categorizes tickets while following the standards of ITIL. It maintains a proper hierarchy and keeps KPIs and best practices intact! Certainly one of the most used tools around.
  • It helps in reduce ticket volume and faster resolution of tickets with a lot of integration
  • It helps create proper hierarchies and helps categorize the tickets properly
  • It helps take advantage of all of our existing best practice reports, KPIs, and other artifacts
  • I have found it to be a little slower in performance with some minor glitches sometimes
  • Configurations can be complicated and to use it to the max, very good knowledge of tool integration is needed
  • Support can be better at times (but has been good mostly)
  • It can be quite expensive so a consultant should be hired to analyze what additional modules are needed
  • The ROI is fantastic for large organization only as it is very helpful for large volume tickets and gives more in return and justify its cost
  • Smaller accounts should consider the options carefully before choosing BMC is what I personally feel
I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!
Jira Service Desk, Freshservice, OpenText Digital Asset Management for SAP Solutions
For large companies, large ticket volumes are handled properly with good dashboards and data analysis. Compay's with a mall infrastructure and IT presence are not best suited for this software.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
7
Expert directory
10
Service restoration
7
Self-service tools
6
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
Configuration mangement
10
Asset management dashboard
6
Policy and contract enforcement
8
Change requests repository
7
Change calendar
8
Service-level management
6