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BMC Remedy ITSM Suite - Check It Out!!
Updated March 27, 2017

BMC Remedy ITSM Suite - Check It Out!!

Crystal Crenshaw | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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

Incident and problem management
5.3
Organize and prioritize service tickets
7
Expert directory
5
Service restoration
7
Self-service tools
4
ITSM collaboration and documentation
3
ITSM reports and dashboards
6
ITSM asset management
4.7
Configuration mangement
5
Asset management dashboard
5
Policy and contract enforcement
4
Change management
7.7
Change requests repository
8
Change calendar
8
Service-level management
7