BMC Helix Remedy Review
It has ETL tools that support seamless integration and data load activities, reducing the timelines to deliver. At times, on some consoles, forms are loaded with too much information.


Valuable Features

BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice.

The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.

BMC Software provides ETL tools that support seamless integration and data load activities, reducing the timelines to deliver.

Improvements to My Organization

ETL tools have helped automating the foundation data, CI and SLM data load process significantly reducing daily manual task.

SRM helped fast track On-boarding of Employees and fulfilment of user request.
BMC Remedy on-demand framework is highly scalable to support on boarding of more than 400 Customers at a time.

BMC Remedy applications like IM, PM, CM, AM are extremely robust and are fundamental to provide support for IT infrastructure.

Room for Improvement

Did come across few hiccups around some product documentation not available or not very useful or not enough support available or may be a utility not working as desired, however, these were not show stoppers and we managed to work our way around these. I will recommend good fall back in terms of very well documented products and utilities, and strong technical support.

At times, some consoles, forms are loaded with too much information and for the user it can get confusing, suggest take "Less is more" approach and make them intuitive and easy to use.

Use of Solution

I have been implementing, customizing and integrating BMC products for the past 10 years.

Deployment Issues

Deployment issues have been encountered like compatibility issues of ITSM and SLM. Similarly issues of installing Analytics with BO on Red hat Linux platform.

Stability Issues

BMC products are quite stable.

Scalability Issues

BMC products are quite scalable.

Customer Service and Technical Support

Customer service and technical support is exceptionally good in some cases and will certainly need improvements in some areas of concern. For ex. When we were trying to resolve issues regarding installation of BO on Red Hat, support from third party Vendor was very poor, and Customer was really concerned about the progress of installation.

Previous Solutions

None other than BMC remedy.

Initial Setup

Initial setup is quite straightforward. You follow all the steps recommended and voila, you system is ready for use.

Implementation Team

We had an in-house team for implementation.

Other Advice

For any project to be successful, everything should be meticulously planned and executed. Communication and collaboration with all the stakeholders is essential. Requirements and scope should be well defined and documented. Solution design should be optimal. One needs a great team with appropriate skill set for implementation. Check points should be well defined and system should be thoroughly tested before handing it over to the Customer. Post deployment support and documentation are important for smooth transition.

Disclosure: My company has a business relationship with this vendor other than being a customer: I previously work for BMC.
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1 Comment

Jeevan ChaukarConsultantTOP 5

Hi there,
I could not resist but comment on this part of what you mentioned :-)
................
The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.
................

Basically there are unlimited customizations and configurations possible in BMC Remedy product. BUT please do note that customizations are NOT supported by BMC.
Be quite careful about customizations and don't perform these in a way where BMC can take a stand against them! Ensure you fit that within their guidelines as much as possible.

If you do some out of the ordinary customizations and then run into some issue, BMC Support will take a stand that this is all due to your customizations and hence they can do nothing about it.

There will be occasions when your way of customization will actually unearth a product deficiency or defect. It takes a lot of hard work to prove that to BMC though.

To be fair, such experience isn't unique to only BMC. Any other products if heavily customized, the vendor is likely to take similar stand.

Sometimes you can run into very peculiar situations and in that case unless you have premier support, the solution can be painful (if you have premier support, pain is less but cost is high!).

This can happen especially in larger projects where there is rapid high volume deployment activity that pushes customizations from one environment of Remedy to the other. Say you are importing a large form (such as HPD:HelpDesk) but in between there is momentary network connection loss or at the same time AR Server times out or crashes due to something else...You will run into heck of an issue in such case and it is very hard to resolve.

These are rare situations and will really test you as well as whoever from BMC support is interacting with you.

OOTB (Out Of The Box) is fairly straight forward and has less issues but hardly any organization can use OOTB product as it is without changes - over a period definitely changes will happen. BMC makes it their selling proposition that their product is highly customizable. But same customization can become a thorn for you later if due precaution is taken.

04 January 17
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