IT Service Management (ITSM) » BMC Helix ITSM Reviews » Version 8.1 » Review

BMC Helix ITSM Review

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

Valuable Features:

Multifunctional tracking

Improvements to 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.

Room for Improvement:

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

Use of Solution:

I've used it for eight years.

Deployment Issues:

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

Stability Issues:

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

Scalability Issues:

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

Previous Solutions:

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

Initial Setup:

Straightforward. Basic read, follow and flow.

Implementation Team:

We did it in-house.

Other Advice:

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.
1 visitor found this review helpful
1 Comment
Jeevan ChaukarConsultantTOP 5LEADERBOARD
View Profile | Ask a Question

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

04 March 17
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