Item: BMC Helix ITSM
Rating: 8
Author: Jim Guzlecki

Overall Satisfaction with BMC Remedy IT Service Management Suite

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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

Other Software Used

Visual Studio.NET

Likelihood to Recommend

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 Feature Ratings

Comments

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BMC Remedy is a great ITIL compliant solution