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 »
Rakesh Jajper
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
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. View full review »
Shaun Smit
Remedy Developer at a tech vendor with 1,001-5,000 employees
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. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: November 2019.
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Bradley Murphy
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees
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 when developing quick solutions to problems. 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 »
Shayne Froelich
Programmer/Analyst at a insurance company with 1,001-5,000 employees
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. View full review »
Jim Coryat
Senior Software Engineer at a manufacturing company with 10,001+ employees
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 documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent. View full review »
IT Service Management Team Leader at mStart
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. View full review »
Arjun Rammohan Nagabandla,ICP,ITILĀ®
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
* Easier upgrade path * Easy to customize * Avoid all browser cache issues * Less infrastructure requirements View full review »
Crystal Crenshaw
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees
Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this. I would also love to see consistency across all consoles. View full review »
Siva Sankara Prasad Kaza
IT Software Engineer at a manufacturing company with 10,001+ employees
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. View full review »
Rocky Aceves
Sr. Programmer/Analyst at a government with 10,001+ employees
Adding additional fields does not work very well. We needed assistance from our vendor support team. View full review »
ICT Specialist with 10,001+ employees
Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another. View full review »
Pedro Cardoso R.
SR. ITSM/BSM Consultant (Remedy) at a consultancy with 11-50 employees
Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: November 2019.
379,605 professionals have used our research since 2012.
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