In recent releases they introduced OOTB email tickets creation. In the older version we needed to write a lot of code for this.
ITSM Admin & Consultant at a tech services company with 10,001+ employees
CMDB & Asset management is very helpful in locating an asset. The SRM module is still pretty complex.
What is most valuable?
How has it helped my organization?
CMDB & Asset management is very helpful in locating an asset. Also, the CI viewer helps in good impact analysis for a CR. Bmc SIM gives a good model too.
What needs improvement?
The SRM module is still pretty complex, this needs some improvement in AIF creation and configuration. Process designer needs some good video demos and documentation.
For how long have I used the solution?
I have been working on this product for the last 10+ years.
Buyer's Guide
BMC Helix ITSM
November 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,406 professionals have used our research since 2012.
What was my experience with deployment of the solution?
During code deployment the Ar Server sometimes leaks a lot of memory which needs a regular restart.
What do I think about the stability of the solution?
Stability is as good as your defined architecture which is decided by load.
What do I think about the scalability of the solution?
Horizontal scalability at AR server level and at mid tier level is very good.
How are customer service and support?
Technical support has improved compared to six or seven years ago. Customers are happy.
How was the initial setup?
The set-up is pretty easy.
What about the implementation team?
Most of my implementations were done through an house team.
What's my experience with pricing, setup cost, and licensing?
Get floating licenses if your user base is going to be big.
Which other solutions did I evaluate?
I evaluated ServiceNow as an alternative solution. Many customers wanted a new tool to evaluate because they have a very old version of Remedy and upgrading is complex because too much customization is needed. Also, ServiceNow has a very good SAAS/PAAS solution.
What other advice do I have?
Keep a balance between your ITIL processes and the tool. Don't break the costly product just to incorporate your old legacy process. When implementing it, you should avoid customising it too much, having complex SRM AIF forms. You should also ensure you don't have a customised approval process and having too much data in the CMDB.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Development manager at Business Management Company
It's a scalable, stable solution for managing incidents and requests, but the user experience could be better
Pros and Cons
- "Helix is stable."
- "The user experience could be better."
What is our primary use case?
We use Helix to manage incidents and requests.
What is most valuable?
The user experience could be better.
For how long have I used the solution?
I have used Helix for one year.
What do I think about the stability of the solution?
Helix is stable.
What do I think about the scalability of the solution?
Helix is scalable.
How was the initial setup?
Setting up Helix is complex, and it takes about a day to deploy.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
BMC Helix ITSM
November 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,406 professionals have used our research since 2012.
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees
Provides a clean front-end for our users to log requests and has rich ITSM functionality
Pros and Cons
- "Provides a clean front-end for our users to log requests and has rich ITSM functionality."
- "Initial, out-the-box setup was easy with no problems."
- "Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
- "The Approval Central system needs to be refreshed."
- "It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
What is our primary use case?
- Logging of incidents
- Work orders
- Purchase orders and change requests
We use this to track all future development requests from our end users.
How has it helped my organization?
Provides a clean front-end for our users to log requests and has rich ITSM functionality.
What is most valuable?
MyIT application for logging and following up of requests. It is much more functional than the old SRM request application.
What needs improvement?
The Approval Central system needs to be refreshed.
It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems.
For how long have I used the solution?
More than five years.
What do I think about the stability of the solution?
No issues.
What do I think about the scalability of the solution?
No issues.
How are customer service and technical support?
Customer support is always fantastic and willing to help. No matter what time of day we have a problem. We always get a friendly, helpful support engineer to guide us through any small challenges that we face.
Which solution did I use previously and why did I switch?
HEAT. We changed due to the rich functionality offered by BMC Software.
How was the initial setup?
Initial, out-the-box setup was easy with no problems. The gathering of business data to import into the system was more complex.
What about the implementation team?
At first, we used a vendor and then moved it in-house.
What was our ROI?
Not sure at this moment, as we have not been asked to provide that to the business.
Which other solutions did I evaluate?
Yes, FrontRange by HEAT.
What other advice do I have?
Look at cloud-based hosting to a provide a stable, easily expandable solution. We found on-premise did have a few challenges.
With a proper well laid out project plan and some good developers, this solution is able to meet any requirements that your organization may have.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Managing Director at Will Consulting
Digital workplace is good; log in process is unnecessarily complicated
Pros and Cons
- "The digital workplace is appealing."
- "Log in process is unnecessarily complicated."
What is our primary use case?
I'm a service management specialist and I'm in partnership with BMC.
What is most valuable?
I like the digital workplace, it's an appealing feature for me.
What needs improvement?
One of the issues with the solution is the requirement to provide a lot of information in order to log a request. I'm not talking about end users, technicians or engineers need to provide too much information to initiate a work order or an incident. It doesn't flow; access should require minimal effort. They should consider using ITIL principles and not just IT.
How was the initial setup?
The initial setup required an engineer for configuration, to load data on the system. The datasheet form isn't user friendly, a client wouldn't be able to fill it in, a tech savvy person is required.
What's my experience with pricing, setup cost, and licensing?
I like the tools BMC offers but it's very expensive. The pricing model needs to be revisited.
What other advice do I have?
BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees
Lightweight and easy to use but integration could be better
Pros and Cons
- "Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
- "Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
What is our primary use case?
We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.
What is most valuable?
Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.
What needs improvement?
Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.
For how long have I used the solution?
We've been using Helix for at least 10 years.
What do I think about the stability of the solution?
It is very stable and scalable.
How was the initial setup?
I haven't really done the installation, so I do not know how complex it is.
What's my experience with pricing, setup cost, and licensing?
The license is yearly.
What other advice do I have?
On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.
Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees
With service requests, we have been able to give visibility to business users. However, we have little ability to customize and correct issues.
Pros and Cons
- "With service requests, we have been able to give visibility to the business users."
- "I would also love to see consistency across all consoles."
- "Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
What is our primary use case?
I am an administrator and developer of BMC Remedy ITSM Suite. I create service requests, templates, and do day-to-day admin duties. I also create customizations due to requests or business needs.
How has it helped my organization?
We were using outdated applications and spreadsheets. Now, with service requests, we have been able to give visibility to the business users.
What is most valuable?
Service Request Management was the first big win for our company. We are currently implementing Change Management and look forward to seeing more benefits.
What needs improvement?
Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this.
I would also love to see consistency across all consoles.
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.
BMC ITSM/Remedy Support Team Leader with 1,001-5,000 employees
Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.
What is most valuable?
Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.
How has it helped my organization?
It enhances the implementation of process between teams in a central way, and if that is not possible it makes the integration with other applications easily.
What needs improvement?
There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something that allows the "navigation" in the workflow (step-by-step), would be fantastic.
For how long have I used the solution?
We've used Remedy for 17 years and five years for ITSM.
What was my experience with deployment of the solution?
There were no issues with the deployment
What do I think about the stability of the solution?
It has a problem with the memory management. It's the biggest problem from my point of view.
What do I think about the scalability of the solution?
It has a problem with the memory management. It's the biggest problem from my point of view.
How are customer service and technical support?
Customer Service:
3/10 - customer service is very painful. It takes a lot of time to pass the issue to the technical support and until that happens, the issue jumps between the people in support, that ask us always the some things.
Technical Support:The technical service is OK.
Which solution did I use previously and why did I switch?
I have always worked with this product, but the company where I work, has a lot of others products similar to this one, and along the years are converting for this one. So, for me, this is evidence of the quality of the product.
How was the initial setup?
For the needs that my company have the structure is complex, and so the setup is a little complex to, but if you only need one server, the setup is straightforward.
What about the implementation team?
In the many years I have experienced both situations. My advice is to have a vendor team so they can validate everything in the setup.
What was our ROI?
Very dificult to talk about ROI in financial terms. Taking into account that the main concern is to choose the best delivery for a service, we are very happy with this product, and the feeling is that it pays for it self.
What other advice do I have?
The final product has an installation with many modules, so choose carefully according to what your needs are. If you have something simple and if you know how to develop, the price of getting this product will decrease a lot.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Consultant at a tech services company with 51-200 employees
It has ETL tools that support seamless integration and data load activities, reducing the timelines to deliver. At times, on some consoles, forms are loaded with too much information.
What is most valuable?
BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice.
The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.
BMC Software provides ETL tools that support seamless integration and data load activities, reducing the timelines to deliver.
How has it helped my organization?
ETL tools have helped automating the foundation data, CI and SLM data load process significantly reducing daily manual task.
SRM helped fast track On-boarding of Employees and fulfilment of user request.
BMC Remedy on-demand framework is highly scalable to support on boarding of more than 400 Customers at a time.
BMC Remedy applications like IM, PM, CM, AM are extremely robust and are fundamental to provide support for IT infrastructure.
What needs improvement?
Did come across few hiccups around some product documentation not available or not very useful or not enough support available or may be a utility not working as desired, however, these were not show stoppers and we managed to work our way around these. I will recommend good fall back in terms of very well documented products and utilities, and strong technical support.
At times, some consoles, forms are loaded with too much information and for the user it can get confusing, suggest take "Less is more" approach and make them intuitive and easy to use.
For how long have I used the solution?
I have been implementing, customizing and integrating BMC products for the past 10 years.
What was my experience with deployment of the solution?
Deployment issues have been encountered like compatibility issues of ITSM and SLM. Similarly issues of installing Analytics with BO on Red hat Linux platform.
What do I think about the stability of the solution?
BMC products are quite stable.
What do I think about the scalability of the solution?
BMC products are quite scalable.
How are customer service and technical support?
Customer service and technical support is exceptionally good in some cases and will certainly need improvements in some areas of concern. For ex. When we were trying to resolve issues regarding installation of BO on Red Hat, support from third party Vendor was very poor, and Customer was really concerned about the progress of installation.
Which solution did I use previously and why did I switch?
None other than BMC remedy.
How was the initial setup?
Initial setup is quite straightforward. You follow all the steps recommended and voila, you system is ready for use.
What about the implementation team?
We had an in-house team for implementation.
What other advice do I have?
For any project to be successful, everything should be meticulously planned and executed. Communication and collaboration with all the stakeholders is essential. Requirements and scope should be well defined and documented. Solution design should be optimal. One needs a great team with appropriate skill set for implementation. Check points should be well defined and system should be thoroughly tested before handing it over to the Customer. Post deployment support and documentation are important for smooth transition.
Disclosure: My company has a business relationship with this vendor other than being a customer: I previously work for BMC.
Jeevan ChaukarPrincipal Consultant at a computer software company with 501-1,000 employees
Consultant
Hi there,
I could not resist but comment on this part of what you mentioned :-)
................
The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.
................
Basically there are unlimited customizations and configurations possible in BMC Remedy product. BUT please do note that customizations are NOT supported by BMC.
Be quite careful about customizations and don't perform these in a way where BMC can take a stand against them! Ensure you fit that within their guidelines as much as possible.
If you do some out of the ordinary customizations and then run into some issue, BMC Support will take a stand that this is all due to your customizations and hence they can do nothing about it.
There will be occasions when your way of customization will actually unearth a product deficiency or defect. It takes a lot of hard work to prove that to BMC though.
To be fair, such experience isn't unique to only BMC. Any other products if heavily customized, the vendor is likely to take similar stand.
Sometimes you can run into very peculiar situations and in that case unless you have premier support, the solution can be painful (if you have premier support, pain is less but cost is high!).
This can happen especially in larger projects where there is rapid high volume deployment activity that pushes customizations from one environment of Remedy to the other. Say you are importing a large form (such as HPD:HelpDesk) but in between there is momentary network connection loss or at the same time AR Server times out or crashes due to something else...You will run into heck of an issue in such case and it is very hard to resolve.
These are rare situations and will really test you as well as whoever from BMC support is interacting with you.
OOTB (Out Of The Box) is fairly straight forward and has less issues but hardly any organization can use OOTB product as it is without changes - over a period definitely changes will happen. BMC makes it their selling proposition that their product is highly customizable. But same customization can become a thorn for you later if due precaution is taken.
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Updated: November 2024
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You can use Helix IPaaS.
In order to build smooth data flows and automate business operations, Helix iPaaS enables organizations to link diverse systems, apps, and data sources, whether they are cloud-based or on-premises. It has a number of features, such as:
In order to connect to well-known programmes, databases, APIs, and protocols, Helix iPaaS enables pre-built connectors and adapters. It makes it simple for you to connect to and communicate with various systems.
Event-Driven Architecture: It provides event-based integrations, enabling you to start processes and activities in response to particular circumstances or occurrences.