BMC Helix ITSM Review

We use this tool for managing tickets, other employee related services, and reporting purposes

What is our primary use case?

BMC Remedy ITSM application solution is one of the best solutions in the market. This is one of the primary help desk management tool that we have. We use this tool for managing tickets, other employee related services, and reporting purposes.

How has it helped my organization?

We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.

What is most valuable?

Overall, the product is valuable, but we use Incident and SRM the most. We really liked the Smart Reporting tool and also the new mobile apps as add-ons.

What needs improvement?

If BMC can add and extend the Release Management with ease, it would be great. Also, make customizable/configurable article templates in the Knowledge Management. 

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

Sometimes, but if you have a solid architecture, then this tool work like a charm.

What do I think about the scalability of the solution?


How are customer service and technical support?

Its 50-50, sometimes its great, and other times, not.

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

The platform was in place prior to my arrival.

How was the initial setup?

Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother.

What about the implementation team?

The platform was in place prior to my arrival, but we did lot of the things afterwards. When I took over, Remedy was on 7.6, and now, we are on 9.1 with Smart IT running.

What was our ROI?

If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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

This solution needs to be in the annual IT budget. Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings. 

While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.

Which other solutions did I evaluate?

The platform was in place prior to my arrival.

What other advice do I have?

Once you have the solution implemented, always follow best practices and have an admin in-house.

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