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The "Remedy" for your ITIL based solution
https://www.trustradius.com/it-service-management-itsmBMC Helix ITSMUnspecified8140101
Shayne Froelich profile photo
April 13, 2016

The "Remedy" for your ITIL based solution

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy IT Service Management Suite

We currently use it just for our IT for change, incident, work order, problem and asset management. However, we are shortly rolling out MyIT for non-IT users to be onboarded for self service applications.

We are able to use it to tie in with our service vendor for changes and incident management via web and email services.

  • Enterprise level configuration and power. Very customizable and adapts very well to changes in our infrastructure.
  • Flexible ITIL solution. With the ability to customize rules and configurations, we can make it work well with how we currently implement ITIL in our corporation.
  • Self service management. By using Atrium Integrator and Atrium Orchestrator, it can help reduce the amount of workload on the IT Service Desk.
  • Custom applications can be made but they require a lot of work to maintain.
  • You must take care when adding custom roles to the application. When you install things like Virtual Chat, it has pre-defined role IDs, which if you have inadvertently used, it overwrites your own roles. There is no comprehensive list of used role IDs, so it's "buyer beware" when you use them.
  • It has helped to bring all of our IT into alignment and methodologies when it comes to change management.
  • With MyIT and Remedy 9, we are finally able to onboard our non-IT users and provide self service options that are not overwhelming in an IT based world.
Remedy ITSM was already in place when I started here. However, I have previously used JIRA at a previous employer. I find Remedy much more comprehensive in tracking and managing changes, incidents, and work orders.
Remedy ITSM is well suited in any business that is trying to help manage their ITIL processes (even if they don't know or have ever heard of ITIL). The power of being able to control and monitor your entire change process also helps to guide a company in proper change management practices.

BMC Helix ITSM Feature Ratings

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

Using BMC Remedy IT Service Management Suite

Users and Roles

300 - Everything in IT

Support Headcount Required

6 - 
  • Analytical
  • Problem solving
  • Creative thinking
  • Logical decision making steps

Business Processes Supported

  • Change Request management
  • Incident management
  • Day to day Work Order management

Innovative Uses

  • Auto created tickets from Incident Health checks
  • Automated Change Requests for database reloads
  • Self service automation

Likelihood to Renew

10
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.

BMC Remedy IT Service Management Suite Support

Support

10
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.

BMC Helix ITSM Customer Support Pros and Cons

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Premium Support

Yes - Because ITSM is necessary for our business model to operate properly.

Bug Resolution

Yes - Absolutely! We have reported several issues and bug fixes to BMC and each and every one has been dealt with accordingly.

Exceptional Examples of BMC Helix ITSM Support

One of our team members had, inadvertently, removed permissions from some of our server teams. As a result, Tivoli was creating 15 records per incident because they did not get back the proper responses via email. BMC worked with us over the weekend to come to a resolution and determine a fix, even though it was (ultimately) our own fault for the issue.