The trouble ticket history is valuable if the technician details the resolution of the problem noted.
Server Support Analyst at a government with 51-200 employees
It provides ticket history, but is complex to use.
What is most valuable?
How has it helped my organization?
It tracks all trouble tickets and provides a ticket history. Problems can be researched and solutions applied based on past tickets. It lets the organization know how well the Tier 1, Tier 2, and Tier 3 folks are doing.
What needs improvement?
Making it easier to use is very important, and the searching of tickets should be an easy procedure instead of being complex.
For how long have I used the solution?
I've been using it for three 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 do I think about the stability of the solution?
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What do I think about the scalability of the solution?
None that I am aware of.
How are customer service and support?
Customer Service:
Most responses are via email support, but the system is quite complex.
Technical Support:They're good.
Which solution did I use previously and why did I switch?
No, this is the solution the government went with, but after taking a look at BMC Remedy and performing a cost analysis, I did not suggest buying this product. However, powers above me wanted Remedy so it was purchased.
How was the initial setup?
It was complex to setup.
What about the implementation team?
A vendor team setup the initial configuration, and an SME was available for configuration issues. A day's training class, just on how to use it, was provided.
What was our ROI?
I would estimate that it is quite low, or running at a loss.
Which other solutions did I evaluate?
I provided my report three years ago, but my suggestion was not taken.
What other advice do I have?
This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
CTO y Socio at a tech services company with 5,001-10,000 employees
The chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients
Pros and Cons
- "The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
- "Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
What is our primary use case?
We use Helix to manage services for clients in Latin America and provide a service desk.
What is most valuable?
The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.
What needs improvement?
Helix is not quite as mature as ServiceNow, which is a complete product. All of its technology is current. Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.
For how long have I used the solution?
We have around 25 clients and are in the process of moving one client to Helix. We will continue the deployment over the next 18 months or so.
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 enough to handle our use cases. We plan to implement it for 200 users, but right now we're at fewer than 20.
How are customer service and support?
We're BMC partners in Latin America, so we have strong support in the region. It isn't a problem.
How was the initial setup?
I can't say much about the implementation because my team handles that, but I think it isn't complex.
What's my experience with pricing, setup cost, and licensing?
We paid a service fee for implementation, and there's an ongoing monthly fee for the Helix, license based on the current number of named users.
Which other solutions did I evaluate?
We evaluated ServiceNow, and the features are similar. ServiceNow probably has better functionality. However, BMC offered a better price, so it was ultimately an economic decision. Considering the cost of both solutions, Helix provides the best value for the money.
What other advice do I have?
I rate Helix eight out of 10.
Which deployment model are you using for this solution?
Public Cloud
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.
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
Lacking report functionality, complex to operate, but useful interactive activity logs
Pros and Cons
- "The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
- "The reports need improvement, it is not a good functioning tool."
What is our primary use case?
The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.
What is most valuable?
The most valuable features I have found to be the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.
What needs improvement?
The reports need improvement, it is not a good functioning tool. No one in my organization seems to be able to use the reports properly. I think it is a dysfunction in the product because there has to be a more simplistic form for building those reports to allow the extrapolation of information for trend analysis and other operations. You want to be able to pull information from a variety of sources to see how you are providing support to the customer, this is what your performance base is. This is why those reports are a significant piece of the equation. You need to be able to produce those right now. People would rather create spreadsheets on their own and just thumb through all kinds of time-consuming tasks, why not use the actual databases that are there to produce that information.
For how long have I used the solution?
I have been using this solution for many years.
What do I think about the stability of the solution?
When updates come out I am very hesitant when they put out a patch or an update because it disrupts some operations or functionality that is important. It makes it harder for us to readjust the solution and have to start implementing things all over again because the patches are not properly vetted.
What do I think about the scalability of the solution?
I have found the solution to be scalable. However, other competitors products such as ServiceNow are more robust and scalable. We have many people using the BMC solution in the organization, service managers, individual managers, problem manager, vendors, and individual tiers 0-3. The amount of people is needed as we service over 60 thousand people.
How are customer service and technical support?
The tech support is not consistent. You might get a good person to help you out and actually knows what he is doing or you get somebody who is trying to figure out a solution on their own. You both are left trying to figure out a solution together because you get the feeling you do not have the expertise that you should have for the product. When you initially make the calls, you have to break down the issue to such a deep level of explanation when it should be simplistic for them to understand. This causes some difficulties for the customer. This type of inexperienced customer service devaluates the product, this needs to be improved.
What about the implementation team?
The maintenance of the solution is overseen by a staff of approximately seven people.
What's my experience with pricing, setup cost, and licensing?
I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually.
Which other solutions did I evaluate?
I was trying to get my organization to use ServiceNow because it is more cloud-based. I have seen several demos of ServiceNow and I like the features that it has. It is more intuitive, easier to implement, define roles and manage.
What other advice do I have?
I would advise others to consider other options before choosing this solution such as ServiceNow.
I rate BMC Helix ITSM a four out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Remedy Developer at a tech vendor with 1,001-5,000 employees
MyIT is simple to use and its mobility is a big plus for our on the go users
Pros and Cons
- "MyIT is simple to use and its mobility is a big plus for our on the go users."
- "The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
- "SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
- "From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
What is our primary use case?
Managing our customer products, problems, and take-ons as well as our IT operations and change management. We also use it to manage our ever growing infrastructure.
How has it helped my organization?
The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline allowing us to get a better picture of what is going happening on a daily basis and monitor trends correctly.
What is most valuable?
MyIT is simple to use and its mobility is a big plus for our on the go users.
What needs improvement?
SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT. We would love to see this feature in the near future.
For how long have I used the solution?
More than five years.
What do I think about the stability of the solution?
From time to time, but I think that is our fault due to extra processes that we implemented to fit our business needs.
What do I think about the scalability of the solution?
No issues.
How are customer service and technical support?
Its mostly great. Sometimes, it takes a little while on the more complex issues, but generally it is fast.
Which solution did I use previously and why did I switch?
HEAT. It was a dated product with limitations.
How was the initial setup?
At first, the setup was complex, but we have evolved since then.
What about the implementation team?
We implemented in-house. Our whole team is well-seasoned in Remedy.
What's my experience with pricing, setup cost, and licensing?
It is costly, but it is well worth it. Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.
Which other solutions did I evaluate?
We did not. We went to Remedy because we knew it was the way to go.
What other advice do I have?
Give it a try. Demos are easy to come by. Speak to others using the product. If you are a medium or enterprise business, it is a great value.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Systems Engineer at a tech services company with 10,001+ employees
All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.
What is most valuable?
I've found that the complete set of modules very valuable. All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.
How has it helped my organization?
ARS has helped to automate various business needs to our client. Remedy is used to track our client's asset inventory which has improved the organizational functions a lot.
What needs improvement?
Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements. Apart from that all modules need small small enhancements which I believe would have been taken care in higher version as I never used a higher version.
For how long have I used the solution?
I am using Remedy ITSM solution for last 4 years.
What was my experience with deployment of the solution?
I was never a part of initial deployment. But apart from that small deployments and enhancements keep coming as per business requirement and I never faced any issue.
What do I think about the stability of the solution?
No issue with stability. I have not found any stability issues.
What do I think about the scalability of the solution?
No, Remedy is best solution to enhance growth of an organization. We have onboarded lot of customers without any issues.
How are customer service and technical support?
Customer Service:
Customer service is good.
Technical Support:7 out of 10. Tech support should be improved. There is lot for BMC to improve their tech support.
Which solution did I use previously and why did I switch?
No, I never used any other solution. And I find this perfect as well.
How was the initial setup?
I don't know. I was not involved that time, it was long time ago :)
What about the implementation team?
I don't know as I was not available that time.
What was our ROI?
From customer perspective, more customizable solutions should be available.
From a developer/support personnel perspective, logging should be more friendly.
What's my experience with pricing, setup cost, and licensing?
Licensing and pricing is quite expensive as compared to other competitors but in long run Remedy is the remedy to all business needs.
Which other solutions did I evaluate?
No. I started my career with Remedy.
What other advice do I have?
To me, I would say this is one of the best solution for Enterprise customers to fulfill their business needs. Be it managing their assets inventory or working through modules. It's quite user friendly as well. However, licensing and deployment may be difficult for the developers and implementers.
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
Consultant
There are of course alternatives for ITSM applications but any large enterprise which also wants significant customization and have lot of data security concerns would find BMC Remedy as a suitable platform - especially in its On Premise variant.
On cloud though it has strong competition from S-Now (BMC is trying to make their on-cloud solution much better now a days and at the same time S-Now is trying to provide On-premise - or they may call it as private cloud in customer's own infrastructure to match BMC's prowess in that variation).
Executive Consultants Team Lead at a tech services company with 11-50 employees
Effective change management, highly scalable, and reliable
Pros and Cons
- "The most valuable feature for our customers using BMC Helix ITSM is change management."
- "I have customers that always would like to adapt and personalize BMC Helix ITSM more."
What is our primary use case?
We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas.
Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.
What is most valuable?
The most valuable feature for our customers using BMC Helix ITSM is change management.
BMC Helix ITSM encourages the use of APIs as much as possible. They're looking to use machine learning in the future, and all the time moving towards a zero-touch type environment.
What needs improvement?
I have customers that always would like to adapt and personalize BMC Helix ITSM more.
For how long have I used the solution?
I have been using BMC Helix ITSM since it came out.
What do I think about the stability of the solution?
BMC Helix ITSM is stable.
What do I think about the scalability of the solution?
Having the solution on the cloud brings increased scalability. The scalability of BMC Helix ITSM is good.
How was the initial setup?
The deployment of BMC Helix ITSM is difficult. If you deploy it in a single-use enterprise it's probably fairly simple. A lot of the deployments of the solution we are doing are at a global level where there is a lot of consolidation. BMC Helix ITSM requires individuals that are doing the process to have a deep understanding of the solution.
A lot of people are moving from legacy on-premise systems to SaaS cloud versions. The most difficult element of doing this is data migration. This process could improve. There are good processes in place for migration, but it's having the level of understanding about what data do you need to migrate that can be difficult.
What about the implementation team?
We use an Agile approach to the implementation of BMC Helix ITSM. We could have a delivery phase that requires six or seven people as part of the delivery in the Agile scrum-type approach. Your next iteration could be two or three people or more. Then you have your consultants on top of that and your architects. However, it is depending on what is required for that sprint.
What we tend to do is use an initial waterfall approach to create the base, or the minimum viable solution, up and running. Then we move to an Agile sprint approach for iterations and for meeting customer requirements. We figure out what the business requirements are and what are the priorities, et cetera. There can be a lot of teams involved, such as testing and redelivery teams.
What other advice do I have?
I would advise others before implementing this solution to be clear on what they are trying to achieve.
I rate BMC Helix ITSM a nine out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Solutions Architect at a computer software company with 10,001+ employees
Easy to install, good technical support, and it provides workflow management capabilities
Pros and Cons
- "What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
- "In the next release, I would like to see AI used for classification or categorization."
What is our primary use case?
We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.
What is most valuable?
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure. You can also deploy it to a private cloud.
The Helix platform is not restricted to the ITSM. It has the capability to do the workflow management, the digital workplace, the discovery, and the monitoring.
What needs improvement?
If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools. It should be included in the existing package, rather than clients having to go with a third-party tool. It could be offered to customers as a value on a separate line item.
There are some companies that provided a customized solution to identity what customization has been done, and to reduce the number of your upgrade cycle. If they had this type of solution included, it would be helpful.
In the next release, I would like to see AI used for classification or categorization.
For how long have I used the solution?
I have been working with this solution since it's was launched, which has been a couple of years.
What do I think about the stability of the solution?
It's a stable solution.
What do I think about the scalability of the solution?
It's easy to scale.
I belong to a larger enterprise. With this solution, you can go from smaller organizations to a large enterprise.
How are customer service and technical support?
The technical support is good.
How was the initial setup?
The initial setup is easy. Within a few hours, you are up and running.
It's straightforward to install and configure it.
What's my experience with pricing, setup cost, and licensing?
Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.
Which other solutions did I evaluate?
When you evaluate other products they all have their pros and cons.
The cost differs, as well as some of the functionalities.
What other advice do I have?
I recommend this solution and I would rate it an eight out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
The IT service management and change request creation features are valuable.
What is most valuable?
- ITSM features
- CR creation
How has it helped my organization?
It helped us to implement ITIL and MSTOP.
What needs improvement?
- Slow BI
For how long have I used the solution?
I have used it for four years.
What was my experience with deployment of the solution?
We have not encountered any deployment issues, as it offers a cloud-based solution.
What do I think about the stability of the solution?
We have not encountered any stability issues.
What do I think about the scalability of the solution?
We have not encountered any scalability issues.
How are customer service and technical support?
Customer Service:
Customer service is average.
Technical Support:Technical support is 10/10.
Which solution did I use previously and why did I switch?
I previously used a different solution. I switched because my organization switched the tool vendor.
What about the implementation team?
We implemented it through a vendor team.
Which other solutions did I evaluate?
Before choosing this product, we also evaluated HPE Service Manager.
What other advice do I have?
I have no further comments; excellent tools.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
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Updated: November 2024
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It's one of the best products for ITSM, where you can have IT and non-IT aligned in one single tool and enjoy the benefits of its unique features. My advice to BMC is to help customers understand the container version to set up the environment for their on-prem ITSM solutions. Customers have lots of queries and support or the account managers are not able to communicate the same to the end customer who doesn't want to move to SaaS solutions.
I request that BMC set up a dedicated team to help their customers set up the infrastructure and help them to install the 21.05 onwards versions for which they can charge a nominal consultation fee for the same.