BMC Helix ITSM Review

• Incident management
• Change management
• Problem management
• Knowledge management

In BMC Remedy, their foundation data is well organized. A customer will raise a request through the self-service tool (BMC SRM), and the ticket will go to the help desk through automatic routing. The help desk will check the incident and assign it to the right support team. Once the ticket is assigned, the SLA will start. The support team should then work as per the SLA defined for the particular request. A ticket can be raised though email, or events depending on the integration with other monitoring tools.

Assets in the organization can be managed in the CMDB and Asset Management application. Any activity to be scheduled in the organization, such as weekly maintenance activity or change requests, can be raised at the same time and the scheduled time can be defined.

For recurring Incidents, a problem ticket can be raised and the root cause of the problem can be found. For resolving any incident, a knowledge base article can be created which will contain the solution of of the issue.

Many things still need improvement, and they are mostly related to the customization aspects of the tool.

I've been using it for five years.

There is no such issue while deploying the application in the environment as long as you follow best practice as defined by BMC.

BMC Remedy is stable with one improvement with the recent version. Currently, 9.0.01 is the latest stable release and v9.1 will be released after the complete testing of 9.1 Beta.

10/10

10/10

I've not used any other tool.

You need to follow the installation steps during deployment of application.

I did multiple projects for BMC Remedy implementations, both server group and non-server group environment. All the projects had different business requirement, and all of them are live and running successfully.

It is flexible and can be used for any type of company, whether it's finance, or transport, etc. It uses ITIL standards, and has the flexibility to integrate with other applications and can also be customized as needed.

If you want your company to follow ITIL processes, want to use a tool which follows the standards, and is also flexible enough to be customized and integrated with other application or tools then I feel this is a good choice to invest in this tool.