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BMC helps faster resolution of issues
February 23, 2019

BMC helps faster resolution of issues

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy

We are using BMC remedy for service management. We are leveraging automated assignments and redirecting the tickets, reducing the manual effort.
  • Automated assignments are very helpful.
  • Reporting is very good.
  • I don't see any major improvements, but having more flexibility in ticket auto assignments would help.
  • It helped our business to quickly resolve problems faced through faster resolution of tickets.
I haven't used any alternate tools.
It is well suited for service ticket management and the auto-assignment of tickets for faster resolution of tickets. If you need a lot of customization, this is not the product.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
8
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
8
Change management
8.3
Change requests repository
8
Change calendar
9
Service-level management
8

Using BMC Remedy

We use it for change management, incident management and also for addressing end user issues. I mostly use it as a ticket tool and for contract management
30 - Should have knowledge on JAVA, SQL.
  • Incident Management
  • Contract Management
  • Change Management
  • Service requests
  • Customize reports for people from different applications
  • Create new fields as per user requirement
Easy to use, UI is very user friendly any one can learn it easily

Evaluating BMC Remedy and Competitors

  • Price
  • Prior Experience with the Product
  • Positive Sales Experience with the Vendor
  • Third-party Reviews
Price and review. Our company is in cost cutting mode and also the cutting edge features offered attracted us the most
No ideas in the near future