I've worked with ServiceNow in the past and find it to be a much better product.

I did not use other similar solutions to BMC Helix ITSM.

I also have knowledge of ServiceNow. 

I used to work for another company in 2004 and they were using a solution called Remedy, but the interface was a lot different. There are a lot of similarities to BMC Helix ITSM. The company has been using Remedy for approximately 10 years.

The product that was replaced was a homegrown service desk app. We replaced that with Remedy ITSM, which has streamlined our management and routing of service requests. This has reduced the amount of time taken for ticket resolution. We have seen year over year customer satisfaction improvement for the last five years.

The platform was in place prior to my arrival.

The platform was in place prior to my arrival.

My existing client used an older version of ITSM from the same supplier. In this case there was no switch from a different solution but the upgrade/migration still needed proper planning to implement correctly. The main reasons for upgrading were to ensure that a currently supported version of the product was being used and that the old infrastructure was replaced by a more performant

We were using a very old product called PMSD, and excel spreadsheets. It was not robust nor did it provide the endless types of functionality that Remedy offered.

I have worked with other competing products for integrations. I focus on BMC solutions.

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 selecting a vendor it depends on the client. In my case, I was selecting for a client and BMC Remedy was the best available at the time. We did an evaluation of all the vendors, and BMC Remedy was the best. That was eight years ago.

We are actually on the way to phasing this solution out. We are replacing it with ServiceNow. ServiceNow integrates with more solutions. 

There was no previous solution in place.

Prior to using BMC Helix, we used CA Service Desk.

I prefer using BMC.

We have been on BMC AR System platform here since the mid 90s. We keep adding more applications, modifying/updating the old ones.

We have retired some too. It is an easy platform to grow and adapt

We used a tool called HEAT. We were also using the VPN version of Remedy that had to be installed on a system. We were not using the web-based version of Remedy.

We migrated to this solution because it is available on the web, and it is easy to access. The previous one had to be installed on a system. If you wanted to raise a ticket and work on the ticket, the user had to raise a request for installation. There were a lot of other things that had to be taken care of before using the solution. That is the reason we moved to BMC Helix ITSM.

I have had to use ServiceNow in between deployments, and think it is a much inferior solution to the BMC Remedy solution.

Typically our customers switched from other products such as Amdocs Clarify or People Soft or home grown ticketing applications to BMC Remedy because the older platforms were not supported by the original vendor anymore OR they found the older solution was not scaling to their needs. Plus, older ticketing functionality was typically fragmented across multiple applications - e.g. for incident management, they may use one application and a completely different application for change management and so on. Now, it is all within one suite which is much easier to handle.

I have seen other solutions like ServiceNow which is cheaper than Remedy, but I did not feel that it had the same robust capabilities as the BMC Remedy product.

HEAT. We changed due to the rich functionality offered by BMC Software.

I have always worked with this product, but the company where I work, has a lot of others products similar to this one, and along the years are converting for this one. So, for me, this is evidence of the quality of the product.

None other than BMC remedy.

No, this is the solution the government went with, but after taking a look at BMC Remedy and performing a cost analysis, I did not suggest buying this product. However, powers above me wanted Remedy so it was purchased.

HEAT. It was a dated product with limitations.

No, I never used any other solution. And I find this perfect as well.

I previously used a different solution. I switched because my organization switched the tool vendor.

I've not used any other tool.

We didn't use a previous solution.

There was no previous solution in place.

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

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.

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

I have previously used Spiceworks. Remedy was tested and accepted based on organization decision.

I have used HP Quality Center but I feel tracking and tracing is easier in this tool.