We used it for ticket management, handling user issues, and monitoring alerts.
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We used it for ticket management, handling user issues, and monitoring alerts.
It covered incidents, problems, and change management.
It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation.
Remedy is ITIL-aligned. ITIL is the foundation for incident, problem, change, and other service operations processes – Remedy supported these processes well.
Helix is a newer, enhanced product. So, everything is improved in it.
BMC Helix is the upgraded version and offers significant improvements.
I have been working with it for 10 years. BMC Remedy IS an older version. It's been upgraded to Helix now.
BMC's support is generally good. However, BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor.
So, there's no option to contact BMC support directly. We go through the middle person/vendor.
Positive
BMC Helix is the upgraded version and incorporates many new ways of working for service operations. It's a significant improvement. Helix offers analytics, AI-based rules, a smart digital console, and workflow management. Remedy doesn't have these features.
That's a significant difference. BMC Helix seems to be a strong competitor to ServiceNow, while Remedy wasn't at the same level.
The initial setup was difficult because all the configurations were done manually.
It took two months to fully implement the ITIL setup.
BMC no longer sells Remedy separately. They've transitioned to selling the BMC Helix platform. Remedy itself is nearing end-of-support.
Back when Remedy was available, it was quite affordable.
Overall, I would rate the solution a five out of ten.
I would recommend they consider either ServiceNow or BMC Helix.
My company uses it as the main tool for monitoring and managing changes and, in addition to that, for opening user incidents and requests.
Users contact the help desk, and a ticket is opened. The ticket is either solved by first-level support or assigned to technical support.
We have an integration between BMC Remedy ITSM and Jira. We also have another tool for asset management that's integrated to migrate assets from our asset management system to Remedy.
The intergartions works fine. We have integrations with many other tools.
The service management features are beneficial – very good.
In terms of usability, user interface, and navigation within BMC Remedy ITSM, I would rate it a nine out of ten. Especially for urgent tasks, it's easy to use and user-friendly.
The upgrade process could be better. It would be a good improvement.
The last upgrade was easier than the previous ones, but there's still room to make it simpler and more straightforward.
The latest version already has a lot of features and functions. It would just be great to have even better ideas for future versions. We don't use all the functionality, but we have the enterprise edition, so there's a lot available.
I have been using it since 2009. That means around 15 years now.
It is a stable product. I would rate the stability a nine out of ten.
It is very scalable. I would rate the scalability a nine out of ten.
I would recommend it for enterprise-level businesses.
There is room for improvement in customer service and support.
Sometimes when a ticket is opened, it takes a long time to get resolved. There's a need to follow up and escalate to get a solution.
Neutral
I used BMC Helix Discovery. Now, I primarily work with BMC Remedy for incident and change management.
I have not used any other product for incident and change management.
The installation itself is pretty straightforward.
However, I would rate the ease of customizing BMC Remedy ITSM as seven out of ten. It's not overly complicated, but it can be somewhat difficult to customize.
The pricing is on the expensive side. I would rate the pricing a three out of ten, with one being high price and ten being low price.
Overall, I would rate it an eight out of ten. It's a good product.
It's a good enterprise solution. While it may not be the absolute best, it has a strong approach to IT service management.
