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 »
IT Consultant at a retailer with 10,001+ employees
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets. We can easily check the progress of these tickets and follow up with the respective teams. It provides us the facility to maintain a KEDB (Knowledge database), which is indeed very beneficial for day to day activities. It can easily add notes to every ticket with the status update. For us, this tool is essential for ticketing purposes. 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 »
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