BMC ITSM Suite - Is Certainly Service differentiator
May 27, 2016

BMC ITSM Suite - Is Certainly Service differentiator

Dinesh Chowdary | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

We use BMC remedy across the organization. It basically coveres our service management portfolio activities:


  • Working with customers and suppliers to reduce unnecessary ticket volumes
  • Simplifying and standardizing processes, and rolling out best practices globally
  • Streamlined organisation structure and operating model
  • Deploying a toolset and supporting inventory that puts our organization ahead of the competition, and provides a faster, more automated journey for customers and radically reducing the cost base

Pros

  • Can be easily implemented for huge organizations
  • Scalability and simplification of processes
  • Hassle free usage for end users
  • Maintenance and operating costs are less

Cons

  • Increase the flexibility for integration with external products
  • Enhancing the UI
  • Simplification of process w.r.t modules like Change and Release management
  • Service operations - managing business planning, process & tools, continuous service improvement and training support
  • Major contract transformation - identifying opportunities to improve our quality and cost of service
  • Customer Experience -Ability to manage customer in integrated fashion, seamlessly, regardless of service
BMC ITSM Suite is completely scalable and can be easily implemented as compared to other ITSM tools.
SAP Business Objects, BMC Atrium CMDB, Oracle Database 12c
  • Proactively managing service - through incident, problem, capacity, configuration and change management
  • Continuously monitoring service - preventing failures and rapidly identifying those that do occur
  • Reactively managing customer contact - ensuring resolution of incidents and service requests
  • KCI - Keeping our customer fully informed at all times

BMC Helix ITSM Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.3
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
8
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Comments

  • Lee Cullom | TrustRadius Reviewer
    Lee Cullom
    commented 9 years ago
    Very nice review. I appreciate the level of depth. I don't know that I would go with a 10 on reporting and dashboards, but otherwise an excellent review.

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