BMC Helix ITSM Room for Improvement

Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
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 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. However, 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. I wish them well but I don't see how they're going to keep going, long-term, without a total rewrite and coming out with a new system. View full review »
IT Consultant at a retailer with 10,001+ employees
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming. Some fields should take data automatically; for example, ticket routing to the teams after entering the team's respective CI (Configuration Item). This will save time and creating tickets would be faster. The GUI looks a bit complex and can be much better. When generating reports, there are limited options to customize as per user requirement. It is in need of better customization so that these requirements can be satisfied. View full review »
Information Security Specialist at a financial services firm with 501-1,000 employees
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. View full review »
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