BMC Helix Remedy 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.


Valuable Features

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.

Improvements to 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.

Room for 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.

Use of Solution

I am using Remedy ITSM solution for last 4 years.

Deployment Issues

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.

Stability Issues

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

Scalability Issues

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

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.

Previous Solutions

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

Initial Setup

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

Implementation Team

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

ROI

From customer perspective, more customizable solutions should be available.

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

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.

Other Solutions Considered

No. I started my career with Remedy.

Other Advice

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.

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

1 Comment

Jeevan ChaukarConsultantTOP 5

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).

06 November 16
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