BMC Helix ITSM Reviews

Super fast to use I prefer this to other programs

Nothing at all it's great how it is. I wouldn't want any other features

Any problems our systems may have get put into BMC

I like the best is SaaS Environment. It's a top solution with lot of new AI/ML capabilities and new product around ITSM to ease customer working. This is real ITSM.

Late commer in SaaS. BMC has entered in SaaS market little late but it enters with the latest capabilities.

Leverging the capability of AI & ML for various stages of ITSM. New modern UI . Less number of Clicks. Cognitive services help to made decision automatically. Manual intervention is very less. OOB connectors available to connect with 100 of external application and many more

Easy to assign the tickets. Bulk assignment is possible. Incident SLA is colour coded in red, yellow, green. Easy to extract the report and can be schedule the report so not to download.

It sometimes gives error while bulk assignment because we need to add few details for all incident. Can't open in two browser at same time. Takes time while assigning.

I am assigning the tickets and working on that to solve customer issue. We set application alerts through bmc remedy and monitor there, batch as well. Creating changes, etc

In remedy, we can assign incident in bulk, resolve or update in bulk. It gives many options such as to find incident in advance mode. SLA has been set and red green and yellow colour has been used for it.

Sometimes it logout automatically and requires query to search tickets. It doesn't support advance API where we can use that in auto assign as per our requirement.

Incident assigning, resolving, creating, etc. Creating dashboards and roster as per the shifts. Ticket monitoring also we are doing on it. It gives alerts when applications are failed

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

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.

Its a good tool for the effective tracking of issues and queries. The robust reporting options makes it an evergreen choice for all the levels of people. The dashboard is also user friendly and easy to use. You can customize reports as per your needs and the community support is also good. There are multiple users from all over the world which will always be ready to help in case you need any help for any feature.

Effectively managing the customer requests and the major incidents. The reporting options are also tremendous. You can have scheduled reports as per the requirement.

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

good process workflow

Nothing much to dislike about this product but only thing is that its a bit complex.

Great ticketing tool for business purpose

Able to track and monitor tickets raised. Able to link tickets to parent ticket.

Able to set a proper process workflow. Able to create problem records and change requests

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

I dislike is the price. Also the licensing scheme. Since Remedy is only for an enterprise business SMB would be an overkill.

If you want your business to run in cloud or on demand. Remedy is the choice. Or if you want to have your employees or customers empower agility. It is the choice.

It gives me an ease for creating smart decisions because of its built-in reporting took. This ticketing tool help me address my problems or incidents via self-service so I don’t have to wait for long queues or availability of IT staff.

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.

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.

Software license ( for desktop, servers, new product) service request, Incident management , General assistance request

Software license renewal/maintenance requests

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.

The reporting part could be better which I like in ServiceNow. Otherwise everything is good.

Go for remedy other that servicenow

Remedy is basically for logging IPC, it's fast in cloud and accessible from anywhere.

Really easy way to track and submit tickets for a large org.

User interface is outdated and often confusimg

IT support tickets. It integrates with out SSO solution and allows us to view and track results in real time.