BMC Helix ITSM Review

Our Change Management and Incident Management​ processes have been greatly improved

What is our primary use case?

We use Remedy as our ITIL solution for our IT department. Currently, we have a few projects starting up, which will also utilize it as a ticket intake system for non-IT as well.

How has it helped my organization?

Our Change Management and Incident Management processes have been greatly improved by using Remedy. It has allowed us to standardize and streamline both processes immensely.

What is most valuable?

Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people. This also helps to cut down calls and emails to the Service Desk by routing things automatically via the catalog.

What needs improvement?

We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved.  During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.

We understand this occurred mainly because the Dev team rewrote the entire code from scratch to remove the spaghetti code.  However, in doing so, they really broke quite a few things which left not only us, but numerous companies, in dire straights for quite some time.

I highly recommend that more QA be done on a product like this, especially after a complete rewrite, to make sure things are working properly. I can't imagine what it was like in version 9.0.

For how long have I used the solution?

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