BMC Remedy ITSM Suite - Check It Out!!
Crystal Crenshaw | TrustRadius Reviewer
Updated March 27, 2017

BMC Remedy ITSM Suite - Check It Out!!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy IT Service Management Suite

My company purchased BMC's Remedy ITSM Suite in hopes of standardizing processes and visibility of tickets.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
  • Remedy is a tool which empowers the company to streamline processes and implement a framework, such as ITIL in the case of Remedy.
  • Some consoles are not built out as much as others. We do our own development and these bugs are more visible to us.
  • It has allowed us to create service requests that have decreased the turnaround time for employee reimbursements.
  • Ticket Tracker
Ticket Tracker was a very basic ticketing system. BMC Remedy ITSM Suite has a lot more functionality to include approval processes.
BMC Atrium CMDB, BMC Remedy Asset Management, BMC Remedy IT Service Management Suite
It is well suited in all areas. We have defined processes but also Remedy assisted us in defining others. It brings to light issues that would typically go unnoticed.

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