BMC Helix ITSM Review

All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.

What is most valuable?

I've found that the complete set of modules very valuable. All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.

How has it helped my organization?

ARS has helped to automate various business needs to our client. Remedy is used to track our client's asset inventory which has improved the organizational functions a lot.

What needs improvement?

Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements. Apart from that all modules need small small enhancements which I believe would have been taken care in higher version as I never used a higher version.

For how long have I used the solution?

I am using Remedy ITSM solution for last 4 years.

What was my experience with deployment of the solution?

I was never a part of initial deployment. But apart from that small deployments and enhancements keep coming as per business requirement and I never faced any issue.

What do I think about the stability of the solution?

No issue with stability. I have not found any stability issues.

What do I think about the scalability of the solution?

No, Remedy is best solution to enhance growth of an organization. We have onboarded lot of customers without any issues.

How are customer service and technical support?

Customer Service:

Customer service is good.

Technical Support:

7 out of 10. Tech support should be improved. There is lot for BMC to improve their tech support.

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

No, I never used any other solution. And I find this perfect as well.

How was the initial setup?

I don't know. I was not involved that time, it was long time ago :)

What about the implementation team?

I don't know as I was not available that time.

What was our ROI?

From customer perspective, more customizable solutions should be available.

From a developer/support personnel perspective, logging should be more friendly.

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

Licensing and pricing is quite expensive as compared to other competitors but in long run Remedy is the remedy to all business needs.

Which other solutions did I evaluate?

No. I started my career with Remedy.

What other advice do I have?

To me, I would say this is one of the best solution for Enterprise customers to fulfill their business needs. Be it managing their assets inventory or working through modules. It's quite user friendly as well. However, licensing and deployment may be difficult for the developers and implementers.

Which version of this solution are you currently using?

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

There are of course alternatives for ITSM applications but any large enterprise which also wants significant customization and have lot of data security concerns would find BMC Remedy as a suitable platform - especially in its On Premise variant.
On cloud though it has strong competition from S-Now (BMC is trying to make their on-cloud solution much better now a days and at the same time S-Now is trying to provide On-premise - or they may call it as private cloud in customer's own infrastructure to match BMC's prowess in that variation).