BMC Helix ITSM Reviews & Product Details

BMC remedy is a great ITSM tool, one of the best that I have ever used. It provides seamless integration to other tools such a microsoft outlook and other MS office tools. The user interface is so smooth and super fast with unmatched flexibility. We can easily explore through the features/settings and customize look and feel to our need. We have integrated it to run from a people soft application and it never had any compatiblity issues in doing the same.However we faced multiple issues when we used other applications with peoplesoft. Review collected by and hosted on G2.com.

I have to praise it for its design, ease of use and seamless integration capabilites. Only thing I would suggest to improve is the Userinterface in some places and add more customizability to users otherwise its fantastic in every other aspect. Review collected by and hosted on G2.com.

This is the best incident management and service request tracking tool for enterprise level companies which helps to streamline the operations and create effective workflows for multiple processes within the company. The time to resolution tracking is reduced to great extent and the tracking becomes very easy. The BMC Support is also decent Review collected by and hosted on G2.com.

Upgrading the support system will be helpful and having dedicated Premium support will sort things out faster in case of any major downtime or incidents. Review collected by and hosted on G2.com.

Coverage of all ticketing applications, wider features, although not organized very well. Review collected by and hosted on G2.com.

Limited, cumbersome and non-intuitive user interface Review collected by and hosted on G2.com.

Great tool for ticketing purpose. Easy to understand. Includes all the ITIL practices like incident management, problem management, change management etc.

good process workflow Review collected by and hosted on G2.com.

Nothing much to dislike about this product but only thing is that its a bit complex. Review collected by and hosted on G2.com.

Remedy gives you best options either on premise or on cloud solution. Not only that. You can deploy the solution in different powerful or known platforms such as AWS and Azure. Remedy is also a Multi tenancy supported as well as SSO. Remedy is very customer centric solution. Most importantly it is ITIL aligned. So process for IT service management helps our business digitally transformed Review collected by and hosted on G2.com.

I dislike is the price. Also the licensing scheme. Since Remedy is only for an enterprise business SMB would be an overkill. Review collected by and hosted on G2.com.

Remedy has many features that helpful for an IT envoriment. Can keep a track of tickets, task, request and report of the business operation area. Has an easy but complex interface that can be personalize for each user. Has the ability to contact users directly from the application to their emails.

You can preview a ticket with the most recent updates in the main screen by just selecting an item. Review collected by and hosted on G2.com.

The downside is that it can be a little rough to handle sometimes. Most of its features are java based and might not be compatible with some web browsers.

The user interface has too much to talk as this can be improve much better. Review collected by and hosted on G2.com.

How you can filter each of the task and manage them.

Option to export a report to excel /Xps and filter based it based on name submitted date/time, Assignee, team etc.

You can picture the entire flow of IT Asset Management and know where a certain request/ incident is pending. Review collected by and hosted on G2.com.

Sometimes there arises technical glitch. Yhe work logs suddenly disappears . You think you might not have saved it or not done that task. But just close the software and login again. It fixes itself. Only for new users who might not have come across this problem. Review collected by and hosted on G2.com.

This software is very easy for use, it has a very friendly interface.. It helps the company to control the attendance and provide the types of tickets that happen most. It also shows the client's satisfaction when the employee terminates the ticket. I also like to have the function to export to excel. Review collected by and hosted on G2.com.

Until the moment of use, I did not find anything in this tool that I do not like. It has many features that I do not yet know. Review collected by and hosted on G2.com.

The way you can relate all relevant information to any type of ticket, it's a powerful and must-use capability within Remedy. You can have any number of related tickets, for example, set a bunch of incidents as child incidents of another one, then set a change record as the cause for the parent incident, and another one as the change that resolved such incident. Finally, you can set a problem record as the one in which all investigation is being done to prevent the incident from happening again.

The related records enable a breadcrumb trail that allows to navigate thru all the tickets related to any issue. Instead of trying to piece together things like a puzzle, you have all the information relevant to a record at the reach of your fingertips. Review collected by and hosted on G2.com.

Most of the time, Remedy is slower than the average application, the response time for the searches, action buttons, filters, is a test of patience. Even with decent hardware, the response time doesn't show much of improvement. Review collected by and hosted on G2.com.

I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of request / request that occurs in the company. Review collected by and hosted on G2.com.

There are still a lot of tools I do not know how to use, but so far, I have not found anything I do not like. Review collected by and hosted on G2.com.

Remedy allows to give support to customers on a large scale giving access to an immense quantity of information to help manage every kind of issues. For an ISP is the ideal solution. Review collected by and hosted on G2.com.

Despite the very large integration, Remedy is not as flexible as it seems to be, requiring a lot of tuning and internal best practice to be used at his best. Review collected by and hosted on G2.com.

It is very helpful for resolving the tickets..almost all the attributes are self explanatory and easy to use, what i like the most is the reports generated with all the details, when the docket was raised, when it was resolved, by whom etc...it has all the details clearly...it makes life easy... Review collected by and hosted on G2.com.

So far everything is good about Remedy tool Review collected by and hosted on G2.com.

It is a tool that manages the incidents and problems within the ITIL concept. It is possible to consult GMUD's; PKE's, ars, request for repairs. Integrates almost all IT services Review collected by and hosted on G2.com.

Tool presents recurring and serious problems in architecture and optimization. Constants log out of account, java and html errors, which makes the job slow. Review collected by and hosted on G2.com.

My team used Remedy IT Service Management during project and deployment planning for a very large payroll centralization project. Because we were facilitating a large enterprise deployment with multiple phases/waves (subject matter expertise did not exist in the legacy systems), my team drove the majority of the post-live support model design elements, as well as overseeing the change management activities as we planned to bring not only the customer live on the new product, but had to prepare the Help Desk to support the new systems and understand the diagnostic process for support inquires. Review collected by and hosted on G2.com.

I noticed during a post-live volume spike that there seemed to be problems or process gaps linking enterprise tickets to the parent ticket (example: the team learned of a global configuration setting problem in the payroll system we were supporting, and after receiving the first set of calls, we continued to get inundated with new calls for the same global issue. The help desk staff seemed to have difficulty linking all calls to the parent issue, and this seemed to be an ongoing continuous education issue, because the steps were not always clear and/or intuitive in the tool directly. Review collected by and hosted on G2.com.

Easy interface with some good features and there are lots of good features such as categories where you can find the exact category related to your product easy to manage the ticket and at the same time you have many options such as you can put the ticket or case ID in progress if you are working if it is taking tie then you can pending the ticket so your SLA time will be stopped and you can manage multiple tickets at a time Review collected by and hosted on G2.com.

Sometimes too slow with hanging issue and if you do not refresh it will be log out automatically i have mentioned that above about category but they need more improvement in that features also Review collected by and hosted on G2.com.

From the time Remedy moved to cloud its one of the best ITSM tool ever, from fetching the reports to the Incident and Change from everything is perfect and as per the need. Review collected by and hosted on G2.com.

The reporting part could be better which I like in ServiceNow. Otherwise everything is good. Review collected by and hosted on G2.com.

Tracking and linking with multiple systems.. even this is tracked to SAP solution manager. So what ever the values in Solution manger are created then this is helpful. Review collected by and hosted on G2.com.

Not so user friendly and should have good knowledge to understand the tool. Suppose if there is a save button then i need to keep on searching the save button where it is. So this is not helpful. Review collected by and hosted on G2.com.

The thing that I like best about BMC Remedy software is that the main window is organized nicely. It is easy to sort by user or time last opened which can come in handy when you are dealing with a lot of requests or incidents. It also gives you the option to set a refresh interval which will automatically refresh the system and it will then not log you out. Review collected by and hosted on G2.com.

BMC Remedy software is slow and it is difficult to send emails to the customer through the software itself. Review collected by and hosted on G2.com.

- Configured out of the box for common service desk scenarios.

- ITIL standard complaint

- Robust and reliable

- Compatible across all web browsers Review collected by and hosted on G2.com.

- Administration could be difficult due to a legacy indexing system

- Technical Support from BMC needs improvement. Review collected by and hosted on G2.com.

We have used Remedy as a bug tracking tool both internally within our company and also from clients. Helps us to read the clients notes for better understanding of failed examples and also gives us a flexibility to let clients see internal notes or not. Review collected by and hosted on G2.com.

Charts on the home page would take lot of time to load, performance is slow when it comes to displaying the dashboard on home page. Doesn't integrate within HP ALM, since Remedy is legacy application that we have used for long time we didn't use HP ALM for defect tracking which gave us hard time to switch back between HP ALM and Remedy for creating new defects while executing test cases. Review collected by and hosted on G2.com.

Really easy way to track and submit tickets for a large org. Review collected by and hosted on G2.com.

User interface is outdated and often confusimg Review collected by and hosted on G2.com.

* Unified systems to manage Incidents, Problems, Change requests, Technical requests

* Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets.

* Helps integrate Incidents and problems with Changes to be implemented

* Integration with other systems like Crystal Reports, etc is useful.

* Adheres to most of the ITIL principles which is good

* Implementation time are shorter as compared to other products. Review collected by and hosted on G2.com.

* It takes longer to truely understand the usage of tool. Lot of training is required.

* Tool is not intuitive/ easy to use for beginners.

* CRQ creation is a cumbersome task. Editing CRQ already submitted is very time consuming affair. Errors shown are difficult to comprehend. Identifying and correcting mistakes is not easy.

* Customizing application is difficult at times

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Customization through shell scripting works great. This opens doors for automation. The regular update emails of the tickets is a big plus point. Review collected by and hosted on G2.com.

Slow and complex UI makes it difficult to use. The complexity makes it overwhelming at the start. Review collected by and hosted on G2.com.

Easy for end-user use for creating trouble tickets and tracking technician performance. We used to award the best technicians. Can split and merge tickets. Review collected by and hosted on G2.com.

Basically the same survey functionality as version 4. We track this metric so we can how we provide services to our customers. Review collected by and hosted on G2.com.