BMC Helix ITSM Reviews and Pricing - page 10 | PeerSpot

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ICT Specialist with 10,001+ employees

Dec 24, 2017

The main benefit is providing the right information to our decision-makers

Pros and Cons

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

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

What is our primary use case?

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

How has it helped my organization?

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

What is most valuable?

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.

What needs improvement?

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

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For how long have I used the solution?

Three to five years.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

it_user413265 - PeerSpot reviewer

ITSM Configuration Manager with 51-200 employees

Mar 28, 2016

We automated discovery and mapping of assets. Each of the modules in this version have room of improvement.

What is most valuable?

For me specifically the Asset Management & Incident Management modules.

How has it helped my organization?

Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also used them for building services for the operational dashboard.

What needs improvement?

Each of the modules in this version have room of improvement. We also have to perform customizations based on our company environment and business needs but it would be nice if these were available by default.

For how long have I used the solution?

I've been using this version for March 2015, and I was using v6.3 for seven years.

What was my experience with deployment of the solution?

We definitely encountered some issues with the deployment and integration with other tools we are using, but that is the same with the any new tool.

What do I think about the stability of the solution?

There have been no issues with the stability.

What do I think about the scalability of the solution?

There have been no issues with the scalability.

How are customer service and technical support?

Customer Service:

7/10

Technical Support:

7/10

Which solution did I use previously and why did I switch?

I have been in this company for eight years, and it was already in place.

How was the initial setup?

The initial setup wasn’t straightforward.

What about the implementation team?

We hired Column consulting to work on the development and implementation of the upgrade.

What other advice do I have?

It’s not an easy product to use for the customers.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

Jeevan ChaukarPrincipal Consultant at a computer software company with 501-1,000 employees

Report as inappropriate

Jul 18, 2017

Hello,
I keep hearing from many people that BMC products are not "easy to use". But it is something very subjective and also depends a lot on how the end user community has been trained or oriented to use this relatively vast and complex suite.
Definitely there is a learning curve but so is to any other tool. Have you done any comparison with nearest competitors like Service Now? Is there any plan from your end to migrate to a different technology stack just because it is not user friendly?

Regards,
Jeevan

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Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.

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it_user410547 - PeerSpot reviewer

Desktop Support at a tech services company with 1,001-5,000 employees

Mar 23, 2016

It was simple to navigate and search for articles.

Valuable Features:

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

Improvements to My Organization:

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.

Room for Improvement:

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.

Deployment Issues:

We had no issues deploying it.

Stability Issues:

There have been no issues with its stability.

Scalability Issues:

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

Cost and Licensing Advice:

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

it_user371460 - PeerSpot reviewer

Support Engineer at a tech services company with 51-200 employees

Jan 18, 2016

This product allows us to efficiently track all outstanding tickets.

What is most valuable?

Multifunctional tracking

How has it helped my organization?

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.

What needs improvement?

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

For how long have I used the solution?

I've used it for eight years.

What was my experience with deployment of the solution?

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

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

Which solution did I use previously and why did I switch?

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

How was the initial setup?

Straightforward. Basic read, follow and flow.

What about the implementation team?

We did it in-house.

What other advice do I have?

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

Disclosure: I am a real user, and this review is based on my own experience and opinions.

Jeevan ChaukarPrincipal Consultant at a computer software company with 501-1,000 employees

Report as inappropriate

Mar 4, 2017

Hello Christine,
From your review comments I understand that you are using on-premise Remedy and not Remedy-On-Demand variant. Is this correct? How many environments do you have (e.g. Dev, Test, Pre-prod, Prod etc)? Which modules are you using (e.g. Incident, Problem, Change, Asset and so on)?

One challenge that I observe is if at all an organization is following agile delivery cycle in which there are frequent changes happening to Remedy work-flow/forms etc, then it is tough to keep them in sync over a longer term.

Regards,
Jeevan

it_user379617 - PeerSpot reviewer

SAP GTS Functional Consultant at a tech services company with 10,001+ employees

Jan 31, 2016

We can generate any reports as per our needs. The status based on email can be easily manipulated - needs to be improved.

What is most valuable?

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.

How has it helped my organization?

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.

What needs improvement?

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.

For how long have I used the solution?

I've used it for five years.

What was my experience with deployment of the solution?

There have been no issues with deploying it.

What do I think about the stability of the solution?

It freezes sometimes.

What do I think about the scalability of the solution?

There have been no issues scaling it.

How are customer service and technical support?

8/10

Which solution did I use previously and why did I switch?

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

How was the initial setup?

Simple but the installation file is too big.

What other advice do I have?

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

Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners with BMC.

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