BMC Remedy is an excellent fit for a Group of Companies
April 14, 2016

BMC Remedy is an excellent fit for a Group of Companies

Damir Suban | TrustRadius Reviewer
Score 8 out of 10
Vetted Review

Overall Satisfaction with BMC Remedy IT Service Management Suite

BMC Remedy IT Service Management Suite is being used by our whole company. We use it mostly for the following ITIL processes: Incident, Problem, Change, Asset, Service Catalogue, Service Level Management. We want to drive operational efficiencies within the implementation of best practice ITIL processes, focus on getting the benefits by having all the records of IT activities and being able to manage them.
  • Breadth and depth of features and possibilities within the tool.
  • Implementation of best practices that has been gathered by customers over the years, not just plain ITIL.
  • Integration possibilities are virtually unlimited.
  • Usability of the tool is at first not at an acceptable level. It is not very easy to get used to the tool and its logic, but once you get it, it becomes really useful. SmartIT has made a major leap towards improving that, but we have not yet implemented it.
  • After some time of usage, it becomes apparent that some of the features of the tool were acquired from different vendors, or made by different teams, which means that the forms are not 100% consistent across the tool. This is really not an issue, just a minor remark.
  • The support of the tool is the real issue. Communication in bad English, bad quality lines, people who just consume your precious time with the same questions all the time (send us the log), but do not provide valuable feedback, it is very hard to reach level 2 or 3 support, which in our case should be the first thing to do since we have already debugged the issue to a great extent - these are just some examples. Look for a local partner's support from the beginning, if possible. Probably a geographically close partner, that you can visit and make some impact on.
  • We have most of our Incidents within the system, so we can have a real picture of our IT performance.
  • We get the chance to gather feedback from the customers via responses to the resoulutions to their requests.
  • By managing changes, our IT systems become more stable, we have less incidents and have better reputation in the eyes of our customers.
BMC provided good proof that we will get the benefits they have promised. There were different criteria in the selection process: Gartner Magic Quadrant, stability of the tool, reputation, price, local consultants, local support, ITIL processes coverage, possibilities to expand the usage to other companies within the group, integration possibilities, customization possibilities etc.
It is well suited for larger organizations, but not because of the complexity of the tool, but because of the price. Our region is very price sensitive and BMC should reconsider its pricing policy for this region. Unfortunately that means that just a very limited (small) number of companies can afford it here. It also requires some 2-3 servers per environment, so again this goes in favour of larger organizations.

BMC Helix ITSM (Remedy) Feature Ratings

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