BMC Helix Remedy Review
MyIT is simple to use and its mobility is a big plus for our on the go users


Primary Use Case

Managing our customer products, problems, and take-ons as well as our IT  operations and change management. We also use it to manage our ever growing infrastructure.

Improvements to My Organization

The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline allowing us to get a better picture of what is going happening on a daily basis and monitor trends correctly.

Valuable Features

MyIT is simple to use and its mobility is a big plus for our on the go users.

Room for Improvement

SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT. We would love to see this feature in the near future.

Use of Solution

More than five years.

Stability Issues

From time to time, but I think that is our fault due to extra processes that we implemented to fit our business needs.

Scalability Issues

No issues.

Customer Service and Technical Support

Its mostly great. Sometimes, it takes a little while on the more complex issues, but generally it is fast.

Previous Solutions

HEAT. It was a dated product with limitations.

Initial Setup

At first, the setup was complex, but we have evolved since then.

Implementation Team

We implemented in-house. Our whole team is well-seasoned in Remedy.

Pricing, Setup Cost and Licensing

It is costly, but it is well worth it. Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.

Other Solutions Considered

We did not. We went to Remedy because we knew it was the way to go.

Other Advice

Give it a try. Demos are easy to come by. Speak to others using the product. If you are a medium or enterprise business, it is a great value.

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

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