If you have a good budget and looking for a SaaS option, then you should only evaluate Gartner leaders in the ITSM space.  ServiceNow is the best choice but is generally suitable for large enterprise customers. It is the most popular ITSM tool in the last few years BMC…

Firstly, IT Asset Management is a journey and not a project. So the key aspect is to look at it as a continuous improvement trek to the Himalayas.  Start with Identifying the right tool that has robust CMDB which can become a single source of truth for your org. over a…

Expectations from IT are high and are increasing day by day. The raised expectations and diversity in platforms to be supported are increasing the challenges of IT Modern IT Asset Discovery solutions (like BMC Helix Discovery, which BTW I recommend to all my customers as it…

1. Must be accessible from Smart Phones as well Desktop Browsers 2. Must Provide Omni-Channels for logging tickets and Resolving tickets (Desktop browsers, Live Chats/Chatbot, Mobile devices, Email, etc.) 3. Must have a Good in-built Reporting and Dashboards module 4. Must…

BMC Remedy (Helix) ITSM is superb Helpdesk (servicedesk) tool. As a helpdesk agent, I can quickly create tickets using template; can refer and attached knowledge articles. Relating an incident to problem / change / CI is fairly simple as well. The ticket assignments are…

It totally depends on your reasons for the migration.  I think IBM Lotus product was acquired by HCL in 2019 and the close competitors are Microsoft, Google or even ZCS (Zimbra suite). However, like I said it depends upon the reason why you want to migrate. If it to have…

BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below 1. Offline updates should be allowed in Smart IT, this will ease the life of field…

BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the…