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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.

Which version of this solution are you currently using?

8.1

**Disclosure: I am a real user, and this review is based on my own experience and opinions.

Last updated: Jan 18 2016

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1 Comment

Jeevan Chaukar

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

(0)

04 March 17

Author

it_user371460

Support Engineer at a tech services company with 51-200 employees

Highlights

This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.

What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.

Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.

It's a very integrated solution.

We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.

Product Categories

IT Service Management (ITSM) Help Desk Software