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BMC Remedy- an efficient,mature and capable service management solution
https://www.trustradius.com/it-service-management-itsmBMC Helix ITSMUnspecified8140101
Timothy Sawah profile photo
February 22, 2019

BMC Remedy- an efficient,mature and capable service management solution

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy

At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.

The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
  • With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations.
  • No more missed or forgotten tickets for work orders by the team - increased efficiency and performance.
  • Approvals hierarchy enforces controlled change management and responsible actions.
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy.
The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management.

I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.

I have personally used it at 2 different large scale IT departments operating in the higher education sector.

BMC Helix ITSM Feature Ratings

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