BMC Helix ITSM Review

It's easy to customize and provides a range of features you can customize with practically no exceptions.

What is most valuable?

It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations.

How has it helped my organization?

I have implemented this product at many customer sites and have been able to do so with an extremely quick turnaround. The development and customization timelines on the calendar were insignificant compared to the time needed to collect business requirement which is usually the constant and tool agnostic. No matter what solution you pick, understanding business requirements is a constant.

What needs improvement?

I can’t quite think of any areas that may require improvement – web services maybe as until v8 there was one small limitation which I think has been removed with the v9. It was possible to circumvent the limitation in previous versions by rewriting the WSDL.

For how long have I used the solution?

We've been using BMC Remedy AR System and its ITSM suite products for about 17 years.

What was my experience with deployment of the solution?

Not once in any of my deployments for the past 17 years. Bugs and issues like that yes, but nothing that was not resolved as quickly as it was found.

What do I think about the stability of the solution?

Just in a couple of releases after which they had to immediately release a SP to resolve those stability issues.

What do I think about the scalability of the solution?

Scalability is one of BMC Remedy systems biggest strengths..

How are customer service and technical support?

Customer Service:

Fairly good. Much of it is in Asia and as in with most foreign customer support there is that occasional “understanding the accent” problem, but apart from that they are fairly good at what they do.

Technical Support:

It's top notch.

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

I have had to use ServiceNow in between deployments, and think it is a much inferior solution to the BMC Remedy solution.

How was the initial setup?

As straightforward as it can get for someone who knows the system.

What about the implementation team?

I do the implementations myself.

What was our ROI?

From a technical viewpoint, I can only say it should be fairly good as you get exactly what they promise you no less. With many other solutions including ServiceNow that have better marketing teams than BMC Remedy does, they set the delivery expectations where they cannot possibly get due to technical limitations with the tool. BMC Remedy representatives however set the bar exactly where it should be and the product is able to deliver what they promise it can.

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

Since licensing can affect price of the overall solutions significantly especially for smaller businesses, I would recommend those that are interested in this solution to spend a tiny bit on third party applications you get that are designed to work with the BMC solution to monitor its usage and suggest the optimal numbers for licenses based on these statistics. It has been useful for a number of shops to save on their licensing costs significantly by not over budgeting for their licenses. These monitoring apps are legal to use and in fact have been displayed at BMC Remedy user group conferences and even won awards at some of those shows.

Which other solutions did I evaluate?

I had to evaluate ServiceNow which I feel has a long long way to go. Lucky for them they have invested in a very strong marketing team which has strengthened its product sales

What other advice do I have?

Make sure you get a team that has the know how to implement this product. Like with all other things that are easy to use and easy to implement, it also is easy to muck things up when you have a team that does not know what it is doing. Find the right people, build a good implementation team, and more importantly, spend as much time as you can with the business analysis part making sure you get the implementation team involved in it. Do not sweat on the actual implementation. That part is the easy part once you have your requirements right.

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