Item: BMC Helix ITSM
Rating: 10
Author: Shaun Field

Overall Satisfaction with BMC Remedy IT Service Management Suite

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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.

Alternatives Considered

JIRA Service Desk

This is a basic but very functional system. I think the bigger companies need something like Remedy to manage all functionality and wider processes.

Likelihood to Recommend

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 Feature Ratings

Comments

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