BMC Helix ITSM Review

​This product allows us to efficiently track all outstanding tickets.


What is most valuable?

Multifunctional tracking

How has it helped my organization?

This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.

What needs improvement?

I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided.

For how long have I used the solution?

I've used it for eight years.

What was my experience with deployment of the solution?

There were minimal issues due to a multi-office implementation.

What do I think about the stability of the solution?

There were minimal issues due to a multi-office implementation. 

What do I think about the scalability of the solution?

There were minimal issues due to a multi-office implementation.

Which solution did I use previously and why did I switch?

I have previously used Spiceworks. Remedy was tested and accepted based on organization decision.

How was the initial setup?

Straightforward. Basic read, follow and flow.

What about the implementation team?

We did it in-house.

What other advice do I have?

Good product and easy to use. Good for new users.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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author avatarJeevan Chaukar
Top 5Consultant

Hello Christine,
From your review comments I understand that you are using on-premise Remedy and not Remedy-On-Demand variant. Is this correct? How many environments do you have (e.g. Dev, Test, Pre-prod, Prod etc)? Which modules are you using (e.g. Incident, Problem, Change, Asset and so on)?

One challenge that I observe is if at all an organization is following agile delivery cycle in which there are frequent changes happening to Remedy work-flow/forms etc, then it is tough to keep them in sync over a longer term.

Regards,
Jeevan