BMC Helix ITSM Benefits

Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
It replaced an older system, called ManageNow. It had no major impact on the way we operated. We more or less continued, we had a well-performing organization, so it really didn't change much. Everything we had in ManageNow, we had in BMC Remedy, including basic incident management, event management, based on monitors spread around our environment. View full review »
Rakesh Jajper
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing. View full review »
Shaun Smit
Remedy Developer at a tech vendor with 1,001-5,000 employees
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. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: November 2019.
378,570 professionals have used our research since 2012.
Bradley Murphy
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees
Provides a clean front-end for our users to log requests and has rich ITSM functionality. View full review »
Information Security Specialist at a financial services firm with 501-1,000 employees
It has made some improvements. However, it also created more layers of bureaucracy. I like the segregation of duties. I like narrowing the focus of each module, and having independent teams working on specific tasks. What I do not care about is having "Module Owners", which serve as a lead on the module instead of having a Remedy administrator/developer. Now that Smart IT is rolled out to HR, and more service requests are being developed, we are getting to the point of automation and self-service. The idea is reduce the number of tickets related to day-to-day operations, so we can focus on planning. View full review »
Shayne Froelich
Programmer/Analyst at a insurance company with 1,001-5,000 employees
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. View full review »
IT Service Management Team Leader at mStart
Our organization already had another solution, therefore there were no issues accepting such a solution. However, the ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier. View full review »
Arjun Rammohan Nagabandla,ICP,ITILĀ®
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
* A lot more alignment with ITIL * Better customer experience * Better reporting abilities * Less failed changes View full review »
Crystal Crenshaw
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees
We were using outdated applications and spreadsheets. Now, with service requests, we have been able to give visibility to the business users. View full review »
Siva Sankara Prasad Kaza
IT Software Engineer at a manufacturing company with 10,001+ employees
I have implemented and worked on this product at many customer sites. The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly. View full review »
Rocky Aceves
Sr. Programmer/Analyst at a government with 10,001+ employees
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. View full review »
ICT Specialist with 10,001+ employees
Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision-makers. View full review »
Pedro Cardoso R.
SR. ITSM/BSM Consultant (Remedy) at a consultancy with 11-50 employees
This product helps us to better serve our customers, enabling them anyplace for making requests or updating tickets. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: November 2019.
378,570 professionals have used our research since 2012.
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