BMC Helix ITSM Review

It has centralized all work orders and help desk ticket tracking, but adding additional fields does not work very well


What is our primary use case?

We use Remedy primarily for Change, Incident and Asset Management. We track all company assets.

How has it helped my organization?

It has centralized all work orders and help desk ticket tracking. It enables our entire IT department (approximately 300 people) to "speak the same language" when referring to work loads and projects.

What is most valuable?

  • Smart IT is a great help to the help desk. It allows them to quickly add INC  tickets. 
  • Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.

What needs improvement?

Adding additional fields does not work very well. We needed assistance from our vendor support team.

For how long have I used the solution?

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