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BMC Remedy
Updated June 20, 2016

BMC Remedy

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

Overall Satisfaction with BMC Remedy IT Service Management Suite

It is being used across the whole organization. It address how our departments process work, incident, problem and change requests.
  • Out of the box it is ready to be used effectively.
  • It integrates well with other tools and processes for enhanced functionality.
  • Easy to customize when needed.
  • Upgrading the ITSM software should be easier.
  • Less incidents following changes
  • Better coordination and understanding of assets and relationships.
Mid to Large companies who have the staff to support it and make use of all the features.

BMC Helix ITSM (Remedy) Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
6.5
Configuration mangement
7
Asset management dashboard
6
Policy and contract enforcement
Not Rated
Change management
7.7
Change requests repository
8
Change calendar
7
Service-level management
8

Using BMC Remedy IT Service Management Suite

1000 - IT, Help Desk, and Application Support teams
4 - Form Developer, Software Administrator and Linux Administrator
  • Work Requests
  • Incident Management
  • Change Management
  • Integrated the Discovery and Dependency Mapping software to populate ITSM
  • Expand/continue to implement Configuration management
We are currently being acquired and have an initiative to look at another SAAS solution

Evaluating BMC Remedy IT Service Management Suite and Competitors

Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Analyst Reports
Prior experience with Product

BMC Remedy IT Service Management Suite Implementation

I was not a part of the initial implementation
  • Implemented in-house
Yes - Service Request implemented first and few workflows setup. Incident and Change implemented next with Asset and configuration management implemented later.
Change management was a small part of the implementation and was well-handled - We implemented ITSM with the purpose of making use of the Change management modules once installed.

BMC Remedy IT Service Management Suite Support

Slow responses and resolution times. We seem to fix it and share the resolution back to BMC support
ProsCons
Knowledgeable team
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
No - We pay another third party BMC partner for expanded support when we need it.

Using BMC Remedy IT Service Management Suite

Not intuitive and cumbersome to use but has a lot of features built in.
ProsCons
Like to use
Well integrated
Unnecessarily complex
Slow to learn
Cumbersome
Lots to learn
Yes, but I don't use it