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it_user364209 - PeerSpot reviewer
Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees
Consultant
It holds us accountable for IT services, leading to a reduction in IT service outages.

What is most valuable?

For us, there are two main features that are most valuable:

  • IT Service Management, and
  • Service Support

How has it helped my organization?

It holds us accountable for IT services, leading to a reduction in IT service outages.

It's also given us a tight and streamlined management of services and reduction in resource utilization.

What needs improvement?

It could be improved in the areas of cloud management, documentation, and training.

For how long have I used the solution?

I've been using it for 10+ years.

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November 2024
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What was my experience with deployment of the solution?

We didn't encounter any issues with deployment.

What do I think about the stability of the solution?

It's been stable for us.

What do I think about the scalability of the solution?

It's scaled for us as needed.

How are customer service and support?

Customer Service:

Customer service is good.

Technical Support:

Technical support is good.

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

We didn't use a previous solution.

How was the initial setup?

The initial setup was straightforward.

What about the implementation team?

We used a vendor team for implementation. There was a significant time frame for analysis and design in implementing the solution.

Which other solutions did I evaluate?

We didn't look at other solutions.

What other advice do I have?

I highly recommend this solution.

Disclosure: My company has a business relationship with this vendor other than being a customer: We're an authorized partner.
PeerSpot user
PeerSpot user
Programmer/Analyst at a insurance company with 1,001-5,000 employees
Real User
Our Change Management and Incident Management​ processes have been greatly improved
Pros and Cons
  • "Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
  • "Our Change Management and Incident Management​ processes have been greatly improved."
  • "We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."

What is our primary use case?

We use Remedy as our ITIL solution for our IT department. Currently, we have a few projects starting up, which will also utilize it as a ticket intake system for non-IT as well.

How has it helped my organization?

Our Change Management and Incident Management processes have been greatly improved by using Remedy. It has allowed us to standardize and streamline both processes immensely.

What is most valuable?

Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people. This also helps to cut down calls and emails to the Service Desk by routing things automatically via the catalog.

What needs improvement?

We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved.  During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.

We understand this occurred mainly because the Dev team rewrote the entire code from scratch to remove the spaghetti code.  However, in doing so, they really broke quite a few things which left not only us, but numerous companies, in dire straights for quite some time.

I highly recommend that more QA be done on a product like this, especially after a complete rewrite, to make sure things are working properly. I can't imagine what it was like in version 9.0.

For how long have I used the solution?

More than five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
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.
814,649 professionals have used our research since 2012.
it_user358272 - PeerSpot reviewer
Network Field Operations at a tech services company with 1,001-5,000 employees
Consultant
We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

Valuable Features:

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

Improvements to My Organization:

It made the organization better. We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

Room for Improvement:

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

Use of Solution:

I've been using it for seven months in the IT service desk.

Deployment Issues:

No issues with deployment.

Stability Issues:

There have been no stability issues.

Scalability Issues:

No scalability issue.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user394497 - PeerSpot reviewer
Senior (Technical) Business Analyst at a financial services firm with 1,001-5,000 employees
Vendor
We have the ability to utilise CMDB information. Desktop client should be an option for heavy users.

Valuable Features

The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs.

Improvements to My Organization

It has improved our issue resolution and change management process.

Room for Improvement

Desktop client should be an option for heavy users.

Deployment Issues

We had no issues during the deployment.

Stability Issues

We've not experienced any stability issues.

Scalability Issues

We've had no problem scaling it to our needs.

Customer Service and Technical Support

I've not had to contact technical support.

Initial Setup

The initial set-up was straightforward.

Implementation Team

We performed the implementation in-house.

Other Advice

Have your business requirements confirmed prior to selecting a vendor.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user388002 - PeerSpot reviewer
Senior BMC Remedy Consultant at a tech services company with 501-1,000 employees
MSP
It's quick to build prototypes and fully fledged database based applications.​

What is most valuable?

The ease of installation and configuration is valuable. It's quick to build prototypes and full-fledged, database-based applications.

How has it helped my organization?

Product consultants who assist and maintain the product for customers.

What needs improvement?

It needs to be web based. The product also needs a client native (non web) version re-introduced.

For how long have I used the solution?

I've been using the AR System for 20 years.

What was my experience with deployment of the solution?

I've had no issues deploying it.

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:

It's excellent.

Technical Support:

It's excellent.

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

There was no previous solution in place.

How was the initial setup?

The initial setup is partially complex, but reading the install manual ahead of time is recommended to offset the complexity.

What about the implementation team?

We are a consulting firm that assist our customer based in this area.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user393657 - PeerSpot reviewer
BMC Remedy Consultant at a tech services company with 10,001+ employees
Real User
It has seamless integration with third-party products.

What is most valuable?

It has seamless integration with third-party products.

How has it helped my organization?

Improved IT service desk and change management functions within the organization.

What needs improvement?

On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity.

For how long have I used the solution?

It's been 11 years now.

What was my experience with deployment of the solution?

We had some issues but we have overcome all those.

What do I think about the stability of the solution?

We had some issues but we have overcome all those.

What do I think about the scalability of the solution?

We had some issues but we have overcome all those.

How are customer service and technical support?

Customer Service:

It's very good.

Technical Support:

It's very good.

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

I've never used any other solution in my career.

How was the initial setup?

The implementation. was easy.

What about the implementation team?

We did it in-house.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
Real User
Improved our organization with better reporting abilities
Pros and Cons
  • "Improved our organization with better customer experience and reporting abilities."
  • "Needs less infrastructure requirements."
  • "Encountered issues with scalability and stability."
  • "It takes a long-time to plan and deploy the on-premise solution."

How has it helped my organization?

  • A lot more alignment with ITIL
  • Better customer experience
  • Better reporting abilities
  • Less failed changes

What is most valuable?

  • Change management and impact analysis
  • Central management of Prod Cats and Op Cats

What needs improvement?

  • Easier upgrade path
  • Easy to customize
  • Avoid all browser cache issues
  • Less infrastructure requirements

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

Yes.

What do I think about the scalability of the solution?

Yes.

How are customer service and technical support?

They are quick to respond, but could be a bit more helpful.

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

BMC Remedy ITSM suite solution was chosen to replace the existing ITSM tool. The existing tool was lagging in functionality and not addressing our business requirements. The Remedy tool was very much aligned to ITIL and had the industry experience for significant number of years. BMC also has very other products which help in achieving better service management.

How was the initial setup?

It takes a long-time to plan and deploy the on-premise solution.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
ICT Specialist with 10,001+ employees
Real User
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.

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.
PeerSpot user
Buyer's Guide
Download our free BMC Helix ITSM Report and get advice and tips from experienced pros sharing their opinions.
Updated: November 2024
Buyer's Guide
Download our free BMC Helix ITSM Report and get advice and tips from experienced pros sharing their opinions.