TrustRadius
Good on prem ITSM solution - Expect incremental improvements
https://www.trustradius.com/it-service-management-itsmBMC Helix ITSMUnspecified8139101
Jim Coryat profile photo
March 30, 2017

Good on prem ITSM solution - Expect incremental improvements

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy IT Service Management Suite

We are using BMC Remedy ITSM for Service Desk, Change Management, Problem Management, Service Request Management and CMDB. It addresses the problem of providing an easy method for customers to report service outages as well as providing support personnel a tool for resolving service outages. The tool also is integrated to our monitoring service and creates incidents as alerts are raised. It is also center in our strategy to provide an easy way to request services from the IT department. The CMDB is central in our discovery strategy.
  • For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery.
  • Incident management has show to be effective at routing cases to the appropriate support group for resolution.
  • Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.
  • The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable.
  • Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago.
  • User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.
  • Our service desk has been able to scale and our service offerings to our customers has improved over the in house created application that it was replaced by.
  • We are able to monitor our SLA agreements through the SLM module which has helped improve service delivery.
  • Change management has been more effective in coordinating change, partly through the tool and partly through service improvement efforts.
I was not involved in the product comparisons before choosing BMC Remedy ITSM
The product is actually quite flexible. Not well suited for small companies, I would target this for medium to large companies with a substantial IT investment. This can provide many benefits to multi site organizations where communication can be a challenge. The service desk and MyIT offerings can close the gap in being able to reach and support your customers in a organization that is geographically diverse.

BMC Helix ITSM Feature Ratings

Organize and prioritize service tickets
7
Expert directory
6
Service restoration
7
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
6
Change requests repository
6
Change calendar
6
Service-level management
6