BMC Helix ITSM Reviews

It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.

It has made some improvements. However, it also created more layers of bureaucracy. I like the segregation of duties. I like narrowing the focus of each module, and having independent teams working on specific tasks. What I do not care about is having "Module Owners", which serve as a lead on the module instead of having a Remedy administrator/developer.  

Now that Smart IT is rolled out to HR, and more service requests are being developed, we are getting to the point of automation and self-service. The idea is reduce the number of tickets related to day-to-day operations, so we can focus on planning.  

Incident Management is easily the most commonly used module that we have. It is helpful knowing the ins and outs of ITIL. 

Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

Most On Demand customers can tell you the daily struggles. There are some bugs which magically fix themselves. 

We also have experienced outages, because some other customers did something on the same cluster that we share.  

Clients use it for incident management, problem management, change management, and device management.

Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. 

The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.

It can have more features for hardware discovery and hardware information.

The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.

I have been selling this solution since version 7, that is, for five years to seven years.

There is some difficulty in configuring high reliability and disaster recovery. Sometimes, the solution is not available for end users. The infrastructure must be configured in a certain way to keep it online most of the time. There are no bugs or issues.

It is scalable horizontally and vertically. The problem is that you have to use a lot of servers and server infrastructure to scale it. You need a really big infrastructure to manage and sustain ITSM. Most of our clients are big companies. 

They solved the problem most of the time. I would rate them a nine out of ten. It would be good to have Brazilian support. Currently, you have to talk to engineers in the US, India, and other countries. We don't have local support, and we have to work with a partner.

It was complex. The older versions were complex to customize and create some workflows. It took a lot of time to deploy. I don't know about the latest versions.

It is too expensive for a small business.

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible.

I would rate BMC Helix ITSM an eight out of ten.

We use Remedy to automate the ticket registration, attention, and solution from automatic creation to solve them on mobile devices. 

This product helps us to better serve our customers, enabling them anyplace for making requests or updating tickets.

The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great. Also, the option to review reports and dashboards from the mobile.

Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it.

For me specifically the Asset Management & Incident Management modules.

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.

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.

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

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.

There have been no issues with the stability.

There have been no issues with the scalability.

7/10

7/10

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

The initial setup wasn’t straightforward.

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

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

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

• IT Service Management, and
• Service Support

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.

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

I've been using it for 10+ years.

We didn't encounter any issues with deployment.

It's been stable for us.

It's scaled for us as needed.

Customer service is good.

Technical support is good.

We didn't use a previous solution.

The initial setup was straightforward.

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

We didn't look at other solutions.

I highly recommend this solution.

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

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

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

Yes.

Yes.

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

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.

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

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.

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.

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

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

No issues with deployment.

There have been no stability issues.

No scalability issue.

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

It has improved our issue resolution and change management process.

Desktop client should be an option for heavy users.

We had no issues during the deployment.

We've not experienced any stability issues.

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

I've not had to contact technical support.

The initial set-up was straightforward.

We performed the implementation in-house.

Have your business requirements confirmed prior to selecting a vendor.