ITSM with Smart IT will be great selection
April 15, 2016

ITSM with Smart IT will be great selection

Rakesh Jajper | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

We are using only few modules as of now: Incident, Change. and SRM from full the ITSM Suite. There are couple of departments who use Remedy. This tool really helpful to manage incidents, requests and change requests.

Pros

  • It's easy to customize the application as per enterprise need. Easy to integrate, and for sure its integration capability will improve with new versions.
  • BMC documentation, site and support for various products has improved a lot over a couple of years. This really helps a customer to use most of the ITSM tool.
  • We are really impressed with the new Smart IT and My IT tool. And we are planning to move to the new interface very soon. With the introduction of Smart reporting, it should answer most reporting related issues/questions.

Cons

  • Each and every product has room for improvements as does this tool. I would love to see the possibility to customize the new Smart IT Tool, as there are many things in the new tool which may need to change as per enterprise need.
  • I would love to see help contents embedded within the tool for any new user to understand and navigate the tool with ease. Opening the whole help file is good but it will be great if this help is available on Smart IT as well.
  • Customer Satisfaction: New My IT should help
We get lot of queries where people want to build their own type of templates to create knowledge articles. They want to store release notes, install plans, test plans within Remedy and attach to change for reference.

BMC Helix ITSM Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

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