BMC Helix ITSM Reviews

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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»

Which solution did I use previously and why did I 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»
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.


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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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