1. Home
  2. IT Service Management (ITSM) Tools
  3. BMC Helix ITSM (Remedy) Reviews
  4. User Review of BMC Helix ITSM (Remedy)
SmartIT/MyIT a much needed makeover for Remedy Interface
April 15, 2016

SmartIT/MyIT a much needed makeover for Remedy Interface

Patrick Cosyns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

Remedy with SmartIT is mainly used by the IT department. We are rolling out MyIT to non-IT users in the next few months. Most requests are fulfilled using service requests.
  • Approvals (Email/Approval Central)
  • Change Management Process (Risk Levels, multiple phases)
  • Customization Support
  • Built in reporting tools (improved significantly with Smart Reporting as compared to BIRT)
  • Request Entry Screen (improved significantly with MyIT)
  • Install Process (Wish it had 1 unified installer for Core+ITSM)
  • SLA Tracking for Incidents
BMC Atrium CMDB
BMC Remedy IT Service Management Suite is very well suited for ITIL shops. If your company does not adhere to strict ITIL processes, some of the steps and procedures seem unnecessary.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
7
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
6.0
Change requests repository
6
Change calendar
6
Service-level management
6