BMC Remedy ITSM Review
April 21, 2016

BMC Remedy ITSM Review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

BMC Remedy ITSM is being used by one of my customer's organizations for tracking Incidents and Work Orders. Change and Service Requests are coming in the near future.

Pros

  • Makes it easier for the customer to follow ITIL best practices.
  • Customizing the tool allows you to get Remedy ITSM to perform virtually any function under the sun.

Cons

  • Consistency across all the different applications.
  • What is one of the greatest benefits of the BMC solution, can also be a detriment - the ability to perform any customization. You are able to customize the product to make it virtually unusable.
  • Sorry, as the contractor (brought in to complete the work where the knowledge to perform the task isn't in house, I'm not normally involved in any of the ROI discussions.
BMC Remedy IT Service Management software is normally compared to Service Now.
I think just due to the licensing costs, the BMC solution is more appropriate for the larger enterprises, and less appropriate for the small startup companies.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
10
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
9.7
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Comments

More Reviews of BMC Helix ITSM

  1. Home
  2. IT Service Management (ITSM) Tools
  3. BMC Helix ITSM Reviews
  4. User Review of BMC Helix ITSM