BMC Helix ITSM Previous Solutions
I've worked with ServiceNow in the past and find it to be a much better product.
View full review »I did not use other similar solutions to BMC Helix ITSM.
View full review »I also have knowledge of ServiceNow.
View full review »Buyer's Guide
BMC Helix ITSM
April 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,578 professionals have used our research since 2012.
I used to work for another company in 2004 and they were using a solution called Remedy, but the interface was a lot different. There are a lot of similarities to BMC Helix ITSM. The company has been using Remedy for approximately 10 years.
View full review »JC
Jim Coryat
Senior Software Engineer at a manufacturing company with 10,001+ employees
The product that was replaced was a homegrown service desk app. We replaced that with Remedy ITSM, which has streamlined our management and routing of service requests. This has reduced the amount of time taken for ticket resolution. We have seen year over year customer satisfaction improvement for the last five years.
View full review »The platform was in place prior to my arrival.
View full review »The platform was in place prior to my arrival.
View full review »My existing client used an older version of ITSM from the same supplier. In this case there was no switch from a different solution but the upgrade/migration still needed proper planning to implement correctly. The main reasons for upgrading were to ensure that a currently supported version of the product was being used and that the old infrastructure was replaced by a more performant
View full review »We were using a very old product called PMSD, and excel spreadsheets. It was not robust nor did it provide the endless types of functionality that Remedy offered.
View full review »TM
Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
I have worked with other competing products for integrations. I focus on BMC solutions.
View full review »The old system was at the end of its lifecycle, it was being phased out. The name of it was ManageNow, and I don't know that it exists anymore. It was very old and BMC Remedy was a step up, in the right direction, to a modern system.
When selecting a vendor it depends on the client. In my case, I was selecting for a client and BMC Remedy was the best available at the time. We did an evaluation of all the vendors, and BMC Remedy was the best. That was eight years ago.
View full review »SA
reviewer1288452
Principal Architect at a tech vendor with 5,001-10,000 employees
We are actually on the way to phasing this solution out. We are replacing it with ServiceNow. ServiceNow integrates with more solutions.
View full review »There was no previous solution in place.
View full review »BR
Bharath_Ram
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees
We have been on BMC AR System platform here since the mid 90s. We keep adding more applications, modifying/updating the old ones.
We have retired some too. It is an easy platform to grow and adapt
View full review »We used a tool called HEAT. We were also using the VPN version of Remedy that had to be installed on a system. We were not using the web-based version of Remedy.
We migrated to this solution because it is available on the web, and it is easy to access. The previous one had to be installed on a system. If you wanted to raise a ticket and work on the ticket, the user had to raise a request for installation. There were a lot of other things that had to be taken care of before using the solution. That is the reason we moved to BMC Helix ITSM.
View full review »I have had to use ServiceNow in between deployments, and think it is a much inferior solution to the BMC Remedy solution.
View full review »JC
Jeevan Chaukar
Principal Consultant at a computer software company with 501-1,000 employees
Typically our customers switched from other products such as Amdocs Clarify or People Soft or home grown ticketing applications to BMC Remedy because the older platforms were not supported by the original vendor anymore OR they found the older solution was not scaling to their needs. Plus, older ticketing functionality was typically fragmented across multiple applications - e.g. for incident management, they may use one application and a completely different application for change management and so on. Now, it is all within one suite which is much easier to handle.
View full review »I have seen other solutions like ServiceNow which is cheaper than Remedy, but I did not feel that it had the same robust capabilities as the BMC Remedy product.
View full review »HEAT. We changed due to the rich functionality offered by BMC Software.
View full review »I have always worked with this product, but the company where I work, has a lot of others products similar to this one, and along the years are converting for this one. So, for me, this is evidence of the quality of the product.
View full review »None other than BMC remedy.
View full review »No, this is the solution the government went with, but after taking a look at BMC Remedy and performing a cost analysis, I did not suggest buying this product. However, powers above me wanted Remedy so it was purchased.
View full review »HEAT. It was a dated product with limitations.
View full review »No, I never used any other solution. And I find this perfect as well.
View full review »I previously used a different solution. I switched because my organization switched the tool vendor.
View full review »I've not used any other tool.
View full review »We didn't use a previous solution.
View full review »There was no previous solution in place.
View full review »I've never used any other solution in my career.
View full review »BMC Remedy ITSM suite solution was chosen to replace the existing ITSM tool. The existing tool was lagging in functionality and not addressing our business requirements. The Remedy tool was very much aligned to ITIL and had the industry experience for significant number of years. BMC also has very other products which help in achieving better service management.
View full review »I have been in this company for eight years, and it was already in place.
View full review »I have previously used Spiceworks. Remedy was tested and accepted based on organization decision.
View full review »I have used HP Quality Center but I feel tracking and tracing is easier in this tool.
View full review »Buyer's Guide
BMC Helix ITSM
April 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,578 professionals have used our research since 2012.