BMC Helix ITSM Review

The most valuable features are its integration and development capacity.


What is most valuable?

Its integration and development capacity. Its ease of use and implementation, assuming you have hired the right kind of resources for that.

How has it helped my organization?

It’s a perfect tool to track any kind of event or service. Developing workflow within this application is quick (again with the right resources) and for the most part I have experienced trouble free runs with this product in live environments.

What needs improvement?

As a developer and a architect, there is very little I might feel a need for to do what I need to do for 99% of the cases. I may wish however for this product to mature a little more on the web front-end which I believe it has on version 9 which I am yet to be exposed to. Also, I would wish for it to remove a limitation I came across with in the past (2 versions ago) on web services on some constructs that the Remedy Web service engine does not handle all too well without modifying the WSDL itself.

For how long have I used the solution?

Over 17 years ever since it was Remedy Corporation right though its acquisition by Peregrine and then BMC Software.

What was my experience with deployment of the solution?

We had no issues with the deployment.

What do I think about the stability of the solution?

We have had no issues with the stability.

What do I think about the scalability of the solution?

We have had no issues with the scalability.

How are customer service and technical support?

Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others.

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

I have seen other solutions like ServiceNow which is cheaper than Remedy, but I did not feel that it had the same robust capabilities as the BMC Remedy product.

How was the initial setup?

It's straightforward for someone who knows what he or she is doing.

What about the implementation team?

I have implemented this product at multiple sites.

What's my experience with pricing, setup cost, and licensing?

Remedy has third-party vendor products, some of them even free that can help you manage licensing costs through usage monitoring.

What other advice do I have?

It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow. I have heard of some shops that moved from Remedy to ServiceNow to take advantage of ServiceNow's smaller TCO, but then had several issues and problems with being able to successfully implement and use ServiceNow exactly how they would have wished to use it. Remedy has a motto of your business your way which is very fitting since that is exactly what it gives you.

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