BMC Remedy is a great ITIL compliant solution
April 15, 2016

BMC Remedy is a great ITIL compliant solution

Jim Guzlecki | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

We use BMC Remedy across our division for all aspects of incident, problem and change management. We have also built a large number of custom applications to integrate other business functions within our organization. We use BMC Remedy to drive ITIL compliant, efficient solutions with customizable workflows.
  • Easily customizable to meet business needs
  • Rock solid reliability and performance
  • Streamlines processes and requirements to assure auditing compliance
  • Standard ITIL compliant processes out of the box
  • Difficult to integrate via web services
  • Reporting is weak without the use of third party tools
  • Large infrastructure which may be difficult for smaller organizations to maintain
  • We have found we were able to consolidate a number of other products and tools to reduce cost
  • Minimal IT staff required to maintain BMC Remedy
  • Easily customize workflows to meet business process requirements
Visual Studio.NET
Definitely suited for medium to large organizations, especially those with stringing compliance requirements. Though the infrastructure is what gives it the performance advantage, it may also make it difficult for small organizations to implement. Well suited for those looking to improve or implement ITIL compliant solutions and are willing and able to adjust their process to fit.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
Subscription-based notifications
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