BMC Helix ITSM Reviews

Its integration and development capacity. Its ease of use and implementation, assuming you have hired the right kind of resources for that.

It’s a perfect tool to track any kind of event or service. Developing workflow within this application is quick (again with the right resources) and for the most part I have experienced trouble free runs with this product in live environments.

As a developer and a architect, there is very little I might feel a need for to do what I need to do for 99% of the cases. I may wish however for this product to mature a little more on the web front-end which I believe it has on version 9 which I am yet to be exposed to. Also, I would wish for it to remove a limitation I came across with in the past (2 versions ago) on web services on some constructs that the Remedy Web service engine does not handle all too well without modifying the WSDL itself.

Over 17 years ever since it was Remedy Corporation right though its acquisition by Peregrine and then BMC Software.

We had no issues with the deployment.

We have had no issues with the stability.

We have had no issues with the scalability.

Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others.

I have seen other solutions like ServiceNow which is cheaper than Remedy, but I did not feel that it had the same robust capabilities as the BMC Remedy product.

It's straightforward for someone who knows what he or she is doing.

I have implemented this product at multiple sites.

Remedy has third-party vendor products, some of them even free that can help you manage licensing costs through usage monitoring.

It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow. I have heard of some shops that moved from Remedy to ServiceNow to take advantage of ServiceNow's smaller TCO, but then had several issues and problems with being able to successfully implement and use ServiceNow exactly how they would have wished to use it. Remedy has a motto of your business your way which is very fitting since that is exactly what it gives you.

In recent releases they introduced OOTB email tickets creation. In the older version we needed to write a lot of code for this.

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.

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.

I have been working on this product for the last 10+ years.

During code deployment the Ar Server sometimes leaks a lot of memory which needs a regular restart.

Stability is as good as your defined architecture which is decided by load.

Horizontal scalability at AR server level and at mid tier level is very good.

Technical support has improved compared to six or seven years ago. Customers are happy.

The set-up is pretty easy.

Most of my implementations were done through an house team.

Get floating licenses if your user base is going to be big.

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.

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.

We use Helix to manage incidents and requests. 

The user experience could be better. 

I have used Helix for one year.

Helix is stable.

Helix is scalable.

Setting up Helix is complex, and it takes about a day to deploy. 

• Logging of incidents
• Work orders
• Purchase orders and change requests

We use this to track all future development requests from our end users.

Provides a clean front-end for our users to log requests and has rich ITSM functionality.

MyIT application for logging and following up of requests. It is much more functional than the old SRM request application. 

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.

No issues.

No issues. 

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.

HEAT. We changed due to the rich functionality offered by BMC Software.

Initial, out-the-box setup was easy with no problems. The gathering of business data to import into the system was more complex.

At first, we used a vendor and then moved it in-house.

Not sure at this moment, as we have not been asked to provide that to the business.

Yes, FrontRange by HEAT.

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.

I'm a service management specialist and I'm in partnership with BMC.

I like the digital workplace, it's an appealing feature for me. 

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. 

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.

I like the tools BMC offers but it's very expensive.  The pricing model needs to be revisited.

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.

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.

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.

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.

We've been using Helix for at least 10 years.

It is very stable and scalable.

I haven't really done the installation, so I do not know how complex it is.

The license is yearly.

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.

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.

We were using outdated applications and spreadsheets. Now, with service requests, we have been able to give visibility to the business users.

Service Request Management was the first big win for our company. We are currently implementing Change Management and look forward to seeing more benefits.

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.

Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.

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.

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.

We've used Remedy for 17 years and five years for ITSM.

There were no issues with the deployment

It has a problem with the memory management. It's the biggest problem from my point of view.

It has a problem with the memory management. It's the biggest problem from my point of view.

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.

The technical service is OK.

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.

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.

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.

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.

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.