BMC Helix ITSM Review

With service requests, we have been able to give visibility to business users. However, we have little ability to customize and correct issues.


What is our primary use case?

I am an administrator and developer of BMC Remedy ITSM Suite. I create service requests, templates, and do day-to-day admin duties. I also create customizations due to requests or business needs.

How has it helped my organization?

We were using outdated applications and spreadsheets. Now, with service requests, we have been able to give visibility to the business users.

What is most valuable?

Service Request Management was the first big win for our company. We are currently implementing Change Management and look forward to seeing more benefits.

What needs improvement?

Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this. 

I would also love to see consistency across all consoles.

For how long have I used the solution?

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