1. Home
  2. IT Service Management (ITSM) Tools
  3. BMC Helix ITSM (Remedy) Reviews
  4. User Review of BMC Helix ITSM (Remedy)
Remedy=Knowledge Base/Productivity
September 28, 2015

Remedy=Knowledge Base/Productivity

Travis Sirmon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

BMC Remedy IT Service Management Suite is used as a ticket system to track workload and is used by a single department.
  • Knowledge Base
  • Organization
  • Ease of use
  • Not easily customized
  • I don't get paid to figure this piece out but it is a useful tool/software
BMC Remedy IT Service Management Suite has the best knowledge base of any ticketing software I have used and knowledge base is a huge part of daily use.
BMC Remedy IT Service Management Suite is well suited in an IT environment and can help track and organize daily work flow.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
5.5
Organize and prioritize service tickets
9
Expert directory
2
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
5.0
Configuration mangement
Not Rated
Asset management dashboard
5
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using BMC Remedy IT Service Management Suite

3 - IT Infrastructure and Networking
3 - Networking, Helpdesk/Server support
  • Ticketing
  • Knowledge Base
  • Functionality
  • We use it for ticketing which was its intended purpose. No other use required.
Always want to keep options open

Evaluating BMC Remedy IT Service Management Suite and Competitors

Yes - Landesk - lack of KB functionality
  • Price
  • Product Usability
  • Product Reputation
  • Analyst Reports
Knowledge Base is required to ensure we all perform/meet the same standard when addressing an issue.
I would not change this action.

BMC Remedy IT Service Management Suite Implementation

Satisfied because I didn't have to do it!
  • Implemented in-house
Not sure - Not sure what we are referring to regarding a ticketing system
  • I was not around during the initial implementation

BMC Remedy IT Service Management Suite Training

  • Self-taught
Yes, although I am probably missing out on a lot of other features since I was not shown all the features of the programs.

Configuring BMC Remedy IT Service Management Suite

I didn't see or remember a lot of options for customization as far as adding additional fields or reworking the layout of the main page.
None that I can think of other than mentioned in the previous page.
No - there is no facility to customize the interface
No - we have not done any custom code
None other than mentioned earlier.

BMC Remedy IT Service Management Suite Support

Received great service whenever it was needed.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
None
No - Don't need to occur any additional expense.
Can't think of a scenario.

Using BMC Remedy IT Service Management Suite

Always room for improvements but its the best knowledge base and ticketing system I have used.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Familiar
None
  • All aspects
  • Particularly knowledge base
  • Customization

BMC Remedy IT Service Management Suite Reliability

Again, always room for improvement, but a very stable product none-the-less.

Relationship with BMC Software Inc.

Always enjoyed our vendor communications.
Didn't see vendor as much but enough to explain and [ask] questions or [relay] concerns I may have had.
Remedy was already implemented when I moved over as IT coordinator.
No, vendor was around as much as needed.