BMC Helix ITSM Reviews

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In8392cOn
Real User
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
May 14 2018

What is most valuable?

It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that… more»

How has it helped my organization?

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… more»

What needs improvement?

BMC Remedy has more features now than I know about and have used, so it would be presumptuous for me to try to suggest improvements for a future release. What I do find is that, compared to ServiceNow, BMC Remedy is somewhat "closed." I can… more»

If you previously used a different solution, which one did you use and why did you switch?

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… more»

What other advice do I have?

ServiceNow is expanding. If I were just choosing an ITSM system right now, it would be hard to choose, if you ignored the underlying platform. BMC Remedy is very old. It has a very old infrastructure. So if I ignored that, and the… more»
Rakesh Jajper
Real User
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
Jan 14 2018

What is most valuable?

Overall, the product is valuable, but we use Incident and SRM the most. We really liked the Smart Reporting tool and also the new mobile apps as add-ons.

How has it helped my organization?

We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.

What needs improvement?

If BMC can add and extend the Release Management with ease, it would be great. Also, make customizable/configurable article templates in the Knowledge Management.

What's my experience with pricing, setup cost, and licensing?

This solution needs to be in the annual IT budget. Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings. While purchasing, try… more»

If you previously used a different solution, which one did you use and why did you switch?

The platform was in place prior to my arrival.

What other advice do I have?

Once you have the solution implemented, always follow best practices and have an admin in-house.

Which other solutions did I evaluate?

The platform was in place prior to my arrival.
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
370,827 professionals have used our research since 2012.
Shaun Smit
Real User
Remedy Developer at a tech vendor with 1,001-5,000 employees
Jan 21 2018

What is most valuable?

MyIT is simple to use and its mobility is a big plus for our on the go users.

How has it helped my organization?

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… more»

What needs improvement?

SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT. We would love to see this feature in the near future.

What's my experience with pricing, setup cost, and licensing?

It is costly, but it is well worth it. Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill… more»

If you previously used a different solution, which one did you use and why did you switch?

HEAT. It was a dated product with limitations.

What other advice do I have?

Give it a try. Demos are easy to come by. Speak to others using the product. If you are a medium or enterprise business, it is a great value.

Which other solutions did I evaluate?

We did not. We went to Remedy because we knew it was the way to go.
Bradley Murphy
Real User
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees
Jan 16 2018

What is most valuable?

MyIT application for logging and following up of requests. It is much more functional than the old SRM request application.

How has it helped my organization?

Provides a clean front-end for our users to log requests and has rich ITSM functionality.

What needs improvement?

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… more»

If you previously used a different solution, which one did you use and why did you switch?

HEAT. We changed due to the rich functionality offered by BMC Software.

What other advice do I have?

Look at cloud-based hosting to a provide a stable, easily expandable solution. We found on-premise did have a few challenges. With a proper well laid out project plan and some good developers, this… more»

Which other solutions did I evaluate?

Yes, FrontRange by HEAT.
User
Information Security Specialist at a financial services firm with 501-1,000 employees
Jun 07 2018

What is most valuable?

Incident Management is easily the most commonly used module that we have. It is helpful knowing the ins and outs of ITIL. Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

How has it helped my organization?

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»

What needs improvement?

Most On Demand customers can tell you the daily struggles. There are some bugs which magically fix themselves. We also have experienced outages, because some other customers did something on the same cluster that we share.
Shayne Froelich
Real User
Programmer/Analyst at a insurance company with 1,001-5,000 employees
Jan 14 2018

What is most valuable?

Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people. This also helps to cut down calls and emails to the Service Desk by routing things automatically via the catalog.

How has it helped my organization?

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.

What needs improvement?

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. We understand this occurred mainly because the… more»
Jim Coryat
Real User
Senior Software Engineer at a manufacturing company with 10,001+ employees
Jan 16 2018

What is most valuable?

The service desk (incident management) function is the lion's portion of use and value. It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.

What needs improvement?

The interface is somewhat dated as compared to technologies in use today. They have made steps towards addressing that, but they are still limited in being able to allow the customer to truly extend the UI. In the next releases, they should continue the work with the updated interfaces and extend the toolset so the customer can make more flexible changes to the UI (within reason). Provide… more»

If you previously used a different solution, which one did you use and why did you switch?

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.
User
IT Service Management Team Leader at mStart
Jan 21 2018

What is most valuable?

* Service request management: Ease and speed of creating new requests. * Ease of integration: There are plenty of integration options, e.g., web services, email, RESTful API, and even an ETL tool, Pentaho, which helps a lot.

How has it helped my organization?

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.

What needs improvement?

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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Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
370,827 professionals have used our research since 2012.

BMC Helix ITSM Questions

What is BMC Helix ITSM?

BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
Also known as
Remedy ITSM, Remedy, Helix Remedy
BMC Helix ITSM customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
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