BMC Helix ITSM

What Is BMC Helix ITSM?

BMC Helix IT Service Management revolutionizes enterprise service management. Delivered on-premises or in the cloud, Helix ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization. Easier to use, faster to deploy, and packed with the latest innovations in service management, Helix IT Service Management is the most complete and capable IT service management for your enterprise.

BMC Helix ITSM Details

BMC

http://www.bmc.com/it-solutions/remedy-itsm.html

BMC Helix ITSM Pricing, Cost & Reviews - Capterra UAE 2020

BMC Helix ITSM does not have a free version but does offer a free trial.

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Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Training

Webinars

Documentation

Support

Business Hours

Online

BMC Helix ITSM Features

Vendor has not completed this information.

Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal

BMC Helix ITSM Reviews

Showing 5 of 107 reviews

Overall
4.1/5
Ease of Use
3.8/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Antonio A.
ITSM Specialist
13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 06/03/2018

"Former RAC and BMC Accredited Administrator AR System"

Comments: Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.

Pros: The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.

Cons: BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.

  • Reviewer Source 
  • Reviewed on 06/03/2018
Shayne F.
Remedy Administrator
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    Unrated
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 26/08/2015

"Used it for 3 years in our corporation now and it has been great for tracking change and incidents"

Comments: Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool. While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot. One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing. Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it. As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order. BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department.

  • Reviewer Source 
  • Reviewed on 26/08/2015
Verified Reviewer
Software Developer Intern
Consumer Goods, 10,001+ Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 03/07/2019

"Remedy Review"

Comments: Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.

Pros: This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.

Cons: I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.

  • Reviewer Source 
  • Reviewed on 03/07/2019
Jacqua C.
Manager Tech Support
Banking, 10,001+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    Unrated
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 26/11/2019

"Overall Adequate Functionality"

Comments: Remedy enables our organization to track incidents and change requests in a single system of record.

Pros: I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact.

Cons: Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate.

  • Reviewer Source 
  • Reviewed on 26/11/2019
Jorge G.
Customer Support Engineer at Cisco TAC
Outsourcing/Offshoring, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 20/02/2019

"Great ITSM Tool!"

Comments: Remedy ITSM has been great to implement our Service Desk Service from Scratch.
With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

Pros: Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization.
It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers.
It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Cons: At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there.
It´s not very easy to use therefore it needs a Learning curve.
When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

  • Reviewer Source 
  • Reviewed on 20/02/2019