BMC Helix ITSM Primary Use Case

Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it. View full review »
reviewer979188
Solutions Architect at a computer software company with 10,001+ employees
We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers. View full review »
reviewer1290114
IT Consultant at a retailer with 10,001+ employees
This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements. It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another. It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement. View full review »
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