BMC Remedy ITSM Suite - IT just got GREAT!
March 27, 2017

BMC Remedy ITSM Suite - IT just got GREAT!

Shaun Field | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

We use it to manage all of our ITSM needs including change and problem management. We use it because it follows the ITIL process but is flexible enough for the company to make the processes their own.

We have in one of our companies used SMART IT and MYIT out of the box and it works great so far. We will be looking into Smart Reporting in the next few weeks to see what that can offer.
  • Integrate well with other systems
  • MYIT is a fantastic new interface for users
  • I really enjoy SmartIT as the tool of choice for incident management
  • Very robust system
  • The ITSM suite has some really poor screens compared to the new SmartIT suite
  • Upgrades could be a lot easier I think with a wizard type method used
  • Using MyIT has definitely helped with turnaround and user acceptance of the system.
  • We notice quite a few bugs in the released versions of the various modules.
This is a basic but very functional system. I think the bigger companies need something like Remedy to manage all functionality and wider processes.
I think the medium to large enterprises with regulatory requirements would benefit this product. That said I think a business of all sizes could use various modules of the whole like MyIT and SmartIT they really perform well and look good.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Change requests repository
Change calendar
Service-level management