Item: BMC Helix ITSM (Remedy)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Remedy is being used across the organization. IT relies on Remedy to manage their daily tickets and service requests. The end users can enter requests and problems from a self service web interface or directly by calling our 24/7 help desk.

Pros and Cons

Provides an intuitive interface for end users
Alerts the appropriate groups when necessary

Mobile access needs improvements
Its often difficult to make customizations

Return on Investment

Positive feedback from the collaboration it generates
Negative feedback regarding difficulty of customizations
ROI has been positive do to the lack of unnecessary data entry other systems have caused us to do.

Alternatives Considered

ServiceNow

ServiceNow provided a much cleaner web user interface, however it would not allow us to make the same customizations we have in Remedy.

Other Software Used

Microsoft Exchange, Ellucian Advance, Microsoft SQL Server

Likelihood to Recommend

BMC Remedy is well suited for large organizations looking to properly categorize and track their incidents and problems. It also provides larger organizations a well organized knowledge base for end users to reference as well as IT support staff.

It might be less appropriate for smaller organizations who may just need a cloud version or smaller instance of a Remedy like software package.

Remedy ITSM review

Overall Satisfaction with BMC Remedy IT Service Management Suite