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»

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»
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»

Which solution did I use previously and why did I 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.
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: December 2019.
389,475 professionals have used our research since 2012.
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.
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.
Arjun Rammohan Nagabandla,ICP,ITIL®
Real User
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
Jan 21 2018

What is most valuable?

* Change management and impact analysis * Central management of Prod Cats and Op Cats

How has it helped my organization?

* A lot more alignment with ITIL * Better customer experience * Better reporting abilities * Less failed changes

What needs improvement?

* Easier upgrade path * Easy to customize * Avoid all browser cache issues * Less infrastructure requirements

Which solution did I use previously and why did I switch?

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… more»
Siva Sankara Prasad Kaza
Real User
IT Software Engineer at a manufacturing company with 10,001+ employees
Jan 17 2018

What is most valuable?

The versatility and customizability of the product is what I like most. It provides a strong customization platform in the AR System.

How has it helped my organization?

I have implemented and worked on this product at many customer sites. 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.

What needs improvement?

The interface is one major complaint about this product. With the recent introduction of Digital Workplace and SmartIT products. I think BMC is finally going in the right direction on that front.
Pedro Cardoso R.
Consultant
SR. ITSM/BSM Consultant (Remedy) at a consultancy with 11-50 employees
Jan 17 2018

What do you think of BMC Helix ITSM?

What is our primary use case?

We use Remedy to automate the ticket registration, attention, and solution from automatic creation to solve them on mobile devices. 

How has it helped my organization?

This product helps us to better serve our customers, enabling them anyplace for making requests or updating tickets.

What is most valuable?

The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great. Also, the option to review reports and dashboards from the mobile.

What needs improvement?

Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it.

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389,475 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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