BMC Helix ITSM Reviews

We use Remedy as our ITIL solution for our IT department. Currently, we have a few projects starting up, which will also utilize it as a ticket intake system for non-IT as well.

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.

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.

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 Dev team rewrote the entire code from scratch to remove the spaghetti code.  However, in doing so, they really broke quite a few things which left not only us, but numerous companies, in dire straights for quite some time.

I highly recommend that more QA be done on a product like this, especially after a complete rewrite, to make sure things are working properly. I can't imagine what it was like in version 9.0.

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

It made the organization better. We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

I've been using it for seven months in the IT service desk.

No issues with deployment.

There have been no stability issues.

No scalability issue.

The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs.

It has improved our issue resolution and change management process.

Desktop client should be an option for heavy users.

We had no issues during the deployment.

We've not experienced any stability issues.

We've had no problem scaling it to our needs.

I've not had to contact technical support.

The initial set-up was straightforward.

We performed the implementation in-house.

Have your business requirements confirmed prior to selecting a vendor.

The ease of installation and configuration is valuable. It's quick to build prototypes and full-fledged, database-based applications.

Product consultants who assist and maintain the product for customers.

It needs to be web based. The product also needs a client native (non web) version re-introduced.

I've been using the AR System for 20 years.

I've had no issues deploying it.

There have been no issues with the stability.

There have been no issues with the scalability.

It's excellent.

It's excellent.

There was no previous solution in place.

The initial setup is partially complex, but reading the install manual ahead of time is recommended to offset the complexity.

We are a consulting firm that assist our customer based in this area.

It has seamless integration with third-party products.

Improved IT service desk and change management functions within the organization.

On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity.

It's been 11 years now.

We had some issues but we have overcome all those.

We had some issues but we have overcome all those.

We had some issues but we have overcome all those.

It's very good.

It's very good.

I've never used any other solution in my career.

The implementation. was easy.

We did it in-house.

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

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

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

Yes.

Yes.

They are quick to respond, but could be a bit more helpful.

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 other products which help in achieving better service management.

It takes a long-time to plan and deploy the on-premise solution.

Information Technology Service Management (ITSM) as a service level process use. I use the reporting console to make reports for managers.

Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision-makers.

From a business point of view, it is important to have a tool that is scalable and has the possibility to modify reports of different indicators. This functionality has improved significantly.

Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another.

For me specifically the Asset Management & Incident Management modules.

Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also used them for building services for the operational dashboard.

Each of the modules in this version have room of improvement. We also have to perform customizations based on our company environment and business needs but it would be nice if these were available by default.

I've been using this version for March 2015, and I was using v6.3 for seven years.

We definitely encountered some issues with the deployment and integration with other tools we are using, but that is the same with the any new tool.

There have been no issues with the stability.

There have been no issues with the scalability.

7/10

7/10

I have been in this company for eight years, and it was already in place.

The initial setup wasn’t straightforward.

We hired Column consulting to work on the development and implementation of the upgrade.

It’s not an easy product to use for the customers.