Why I like BMC's ITSM Solution
June 09, 2016

Why I like BMC's ITSM Solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

BMC Remedy IT Service Management Suite is currently being used by IT globally and we will expand out to other business services and processes. It addresses standardizing on a singular platform and while it's being viewed as an IT ERP, the plan is to have a centralized system to improve business services and processes.

Pros

  • 90% of the system is configurable and the rest is customization. However, if going down the customization route, please be aware that future upgrades might break this.
  • With the point above, it's easy to set up AR to do what your business needs.
  • The breadth of products available under the BMC umbrella for ITSM is staggering.

Cons

  • Integration between tools; BMC and 3rd party.
  • Better customer portal.
  • Better incident response and resolution times
  • Less failed changes
  • Singular, online portal for customer requests
Only have experience with Peregrine from 10 years ago and it's not a fair comparison.
It's a very well rounded product that is fully customizable. However, proper planning is essential to a good ITSM rollout

BMC Helix ITSM Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
6
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
7
Change requests repository
9
Change calendar
8
Service-level management
9

Comments

More Reviews of BMC Helix ITSM