BMC Helix ITSM Reviews

For us, there are two main features that are most valuable:

• IT Service Management, and
• Service Support

It holds us accountable for IT services, leading to a reduction in IT service outages.

It's also given us a tight and streamlined management of services and reduction in resource utilization.

It could be improved in the areas of cloud management, documentation, and training.

I've been using it for 10+ years.

We didn't encounter any issues with deployment.

It's been stable for us.

It's scaled for us as needed.

Customer service is good.

Technical support is good.

We didn't use a previous solution.

The initial setup was straightforward.

We used a vendor team for implementation. There was a significant time frame for analysis and design in implementing the solution.

We didn't look at other solutions.

I highly recommend this solution.

Information Technology Service Management (ITSM) as a service level process use. I use the reporting console to make reports for managers.

Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision-makers.

From a business point of view, it is important to have a tool that is scalable and has the possibility to modify reports of different indicators. This functionality has improved significantly.

Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another.

I like the automation abilities of Remedy, specifically the ability to have templates that also auto-create tasks to be resolved by different teams.

My current organization does not use Remedy, but my last company moved their knowledge base to Remedy and it was simple to navigate and search for articles.

While Remedy is an excellent ticketing system, the knowledge base module needs to be optimized for MITS companies to organize documentation for multiple client organizations.

We had no issues deploying it.

There have been no issues with its stability.

We were able to scale it for our needs without any issues.

I have no experience on implementing Remedy, but companies who offer RaaS (Remedy as a Service) are able to split the cost of running a ticketing system and aid you in developing it for your organization.

Multifunctional tracking

This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.

I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided.

I've used it for eight years.

There were minimal issues due to a multi-office implementation.

There were minimal issues due to a multi-office implementation. 

There were minimal issues due to a multi-office implementation.

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

Straightforward. Basic read, follow and flow.

We did it in-house.

Good product and easy to use. Good for new users.

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

It made the organization better. We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

I've been using it for seven months in the IT service desk.

No issues with deployment.

There have been no stability issues.

No scalability issue.

The reporting feature is valuable as we can generate any reports as per our needs provided the search functionality is known. Never worked on the customization or configuration part of the tool as it is limited to the admin role.

Email option was available in the newer version that helped with track and trace. Most of the time it helped a lot during contract renewals.

There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality.

I've used it for five years.

There have been no issues with deploying it.

It freezes sometimes.

There have been no issues scaling it.

8/10

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

Simple but the installation file is too big.

So far this is the best tool that I have used. The user interface is not difficult to understand.