BMC Helix ITSM Pros and Cons

BMC Helix ITSM Pros

Rakesh Jajper
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother.
We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.
We use this tool for managing tickets, other employee related services, and reporting purposes.
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Shaun Smit
Remedy Developer at a tech vendor with 1,001-5,000 employees
MyIT is simple to use and its mobility is a big plus for our on the go users.
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.
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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.
Initial, out-the-box setup was easy with no problems.
Customer support is always fantastic and willing to help. No matter what time of day we have a problem.
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reviewer790833
Information Security Specialist at a financial services firm with 501-1,000 employees
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
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Shayne Froelich
Programmer/Analyst at a insurance company with 1,001-5,000 employees
Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.
Our Change Management and Incident Management​ processes have been greatly improved.
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Jim Coryat
Senior Software Engineer at a manufacturing company with 10,001+ employees
It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.
We have seen year over year customer satisfaction improvement for the last five years.
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reviewer791670
IT Service Management Team Leader at mStart
Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.
The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.
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Arjun Rammohan Nagabandla,ICP,ITIL®
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
Improved our organization with better customer experience and reporting abilities.
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Crystal Crenshaw
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees
With service requests, we have been able to give visibility to the business users.
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Siva Sankara Prasad Kaza
IT Software Engineer at a manufacturing company with 10,001+ employees
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.
The versatility and customizability of the product is what I like most.
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BMC Helix ITSM Cons

In8392cOn
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.
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Rakesh Jajper
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
Needs to make customizable/configurable article templates in the Knowledge Management.
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Shaun Smit
Remedy Developer at a tech vendor with 1,001-5,000 employees
SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.
From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs.
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Bradley Murphy
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees
The Approval Central system needs to be refreshed.
It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems.
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reviewer790833
Information Security Specialist at a financial services firm with 501-1,000 employees
We have experienced outages, because some other customers did something on the same cluster that we share.
It has created more layers of bureaucracy.
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Shayne Froelich
Programmer/Analyst at a insurance company with 1,001-5,000 employees
We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.
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Jim Coryat
Senior Software Engineer at a manufacturing company with 10,001+ employees
The interface is somewhat dated as compared to technologies in use today.
Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent.
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reviewer791670
IT Service Management Team Leader at mStart
Support could be more skilled. We are wasting too much of our time debugging.​
The amount of software issues are still too big, even considering the complexity of the tool.
Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.
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Arjun Rammohan Nagabandla,ICP,ITIL®
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
Needs less infrastructure requirements.
Encountered issues with scalability and stability.
It takes a long-time to plan and deploy the on-premise solution.
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Crystal Crenshaw
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees
I would also love to see consistency across all consoles.
Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this.
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Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
377,029 professionals have used our research since 2012.
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