TrustRadius
BMC Remedy ITSM Suite - IT just got GREAT!
https://www.trustradius.com/it-service-management-itsmBMC Helix ITSM (Remedy)Unspecified7.7148101
Shaun Field profile photo
March 27, 2017

BMC Remedy ITSM Suite - IT just got GREAT!

Score 10 out of 101
Vetted Review
Verified User
Review Source

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
10
Expert directory
10
Service restoration
1
Self-service tools
10
ITSM collaboration and documentation
5
ITSM reports and dashboards
5
Configuration mangement
8
Asset management dashboard
8
Change requests repository
7
Change calendar
7
Service-level management
7