BMC Helix ITSM

4.1 (114)
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IT service and IT asset management software

Overall rating

4.1 /5
(114)
Value for Money
3.9/5
Features
4.0/5
Ease of Use
3.7/5
Customer Support
3.9/5

81%
recommended this app
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114 Reviews

EMANUELLE
EMANUELLE
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I use Remedy Service Desk as a working tool.

Reviewed on 2020/01/13

Pros

I really enjoyed Remedy Service Desk because of the Mult Cloud Features, Cloud Provider Release, and Automated Actions.

Cons

I have not found any problems at Remedy Service Desk so far.

Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 6.0 /10

A decent alternative in ITSM domain

Reviewed on 2022/02/25

Pros

BMC Helix is a decent alternative when it comes to managing service requests, incidents and trouble tickets. Belonging to a huge brand which is number 1 in OSS area in telecommunications, it is pricy; but provides good support for enterprise solutions.

Cons

Not the best front end programming. Very hard to build RPA automations around.

Floating licenses are problemmatic sometimes, blocking the user for some time when trying to log in from different IPs.

Alternatives Considered

IBM Maximo Application Suite
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Enterprise Incident and Change Tracking Software

Reviewed on 2018/10/05

Pros

Remedy works well in modern web browsers which is something anyone can appreciate. Specifically browsers that handle advanced web applications well such as Google Chrome. The general layout is relatively intuitive and a lot of organizations will use their development framework to customize.

Cons

The application feels extremely bloated even for a web application. I find myself often spending more time waiting for a screen to load than I do resolving the issue, documenting the incident, or logging the change request.

Verified Reviewer
Overall rating
  • Industry: Human Resources
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

I missed it, once we migrated to a different system. I still do. Great software!

Reviewed on 2018/04/16

Work satisfaction and quality in performing daily tasks.

Work satisfaction and quality in performing daily tasks.

Pros

It was bulletproof. Rarely overloaded. Always running smoothly.
Remedy is for people who value professional work. It's almost impossible to make mistakes when routing. Data extraction is also possible and is actually pretty good, although a bit complex.

Cons

Exchanged with other systems is always flawed for some reason. I worked so far with 3 different systems exchanged with Remedy and the exchange was always problematic.

Verified Reviewer
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 6.0 /10

Good ITSM tool

Reviewed on 2018/04/15

I use this software withing ITSM and we use it to track tickets, problems and trends within service...

I use this software withing ITSM and we use it to track tickets, problems and trends within service and its impact on business.

Pros

It gathers Incident, problem and knowledge management in one software and it doing it good. Tickets can be assigned ongoing change management items.

Cons

There is quite high entry level, so it takes some extra time to use it quickly and efficiently to support your business needs.

Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Prior job, used this in high level gov agency.

Reviewed on 2018/06/26

Pros

Great at storing a bunch of data.

**See cons for why this isn't optimal**
***Hint, data storage isn't issue, data discovery is***

Cons

What a behemoth! Pure entreprise bloatware. We paid very large sums of money to have specialized contractors develop custom forms... and then realized it was so rigid/compartmentalized we could never find the data.

And as to customer support? You paid through the nose... only for them to recommend a service contract person.

Junk.

Verified Reviewer
Overall rating
  • Industry: Civic & Social Organization
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Remedy - crashing and burning constantly

Reviewed on 2019/05/17

We use the Remedy Ticket system for helping with customers. However, there is a lot more we could...

We use the Remedy Ticket system for helping with customers. However, there is a lot more we could be utilizing for what we're paying.
Remedy is great - when it works.

Pros

It works - to the standard that we need it to.
Highly Customizable.
Works - under a light load.
When it works, it works well.

Cons

Crashes often.
Not using to the extent that it's possible to use.
Several different versions needed for running at once.

Verified Reviewer
Overall rating
  • Industry: Higher Education
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Remedy Review

Reviewed on 2018/08/13

Remedy hasn't been the best service management software I have used, but it's also not the worst....

Remedy hasn't been the best service management software I have used, but it's also not the worst. Cluttered, very unfriendly to new users, slow, and overall lacking features that other software provided

Pros

Gives users a lot of power to view cases and different tickets.

Cons

Cluttered interface.
Cannot have multiple cases open at once.
Cannot have multiple comments open at once.
Not user friendly and too many hard stops.

Verified Reviewer
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Feature rich, but only if you're experienced with it

Reviewed on 2018/07/11

Easier ticket tracking and management, makes IT helpdesk job a lot more manageable.

Easier ticket tracking and management, makes IT helpdesk job a lot more manageable.

Pros

Remedy is filled with features and the ability to customize it to fit your organization is really helpful. Even their old software till now is pretty useful for my organization

Cons

Complexity is high, you really got to be trained to use this software, and it's not for people with the faint of heart. Tho you might also want to update to their latest software, because legacy support for older software is pretty sparse

Satish
Satish
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 6.0 /10

There are better ticketing systems

Reviewed on 2020/03/24

Pros

One of the initial ticketing systems, lot of fields for customization.

Cons

Old & Static. Not so dynamic and flexible

Sachin
Sachin
Overall rating
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Remedy as a tool for change request and incident management is useful

Reviewed on 2019/01/27

Organization has adopted ITSM Remedy tool a few years ago. It was difficult in the initial few...

Organization has adopted ITSM Remedy tool a few years ago. It was difficult in the initial few months. However, experience members are use to this tool now. New team members take time to understand the tool.

Pros

* Supports Change Management
* Facilitates Incident Management
* Request Management is embedded within the tool
* Implementation timeframe is extremely less
* Helps standardization by eliminating multiple legacy tools
* Workflows can be defined to track the request/ incident management process

Cons

* It is not very intuitive
* It takes time to get hands-on with the tool
* Some features like searching for group could be simplified. If there are hundreds of groups user has to scroll using a small arrow which is highly cumbersome.
* Creating change request requires lots of practice

Martin
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Enterprise ITSM solution

Reviewed on 2020/05/05

Remedy is an enterprise solution that scales with the size of the company. It offers a lot of...

Remedy is an enterprise solution that scales with the size of the company. It offers a lot of options to comply to the services and processes within the company.

BMC was many years the market leader regarding ITSM. However they are by passed by there competitors. Due to this BMC is moving to their new Helix platform. That is future ready and offers a modern look and feel.

Pros

The scalability and options available that the application offers.

Cons

Too many screens/pop-ups that a user needs to work through before they can work with the application and put in their comments and remarks.

Tony
Overall rating
  • Industry: Newspapers
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Great Tool for Large Datacenter

Reviewed on 2019/05/01

we use Remedy incident and change management every single day as my team is a the datacenter...

we use Remedy incident and change management every single day as my team is a the datacenter support staff. It's crucial that we get notified immediately about incoming tickets and can access them quickly. Remedy does this for us and keeps our response time very low!

Pros

easy management for my team's incident ticket queue. can access from anywhere without a client app now

Cons

we frequently need to print incidents and change tickets to get all the info so we can travel to the datacenter and troubleshoot issues

Felipe
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Support tool for acting demands and sla compliance

Reviewed on 2020/01/08

We use to receive incidents identified by customers or other T.i teams

We use to receive incidents identified by customers or other T.i teams

Pros

It is a system that covers many features. The fact that having interface with other systems facilitates the delivery of the protocol and completion within the time limit of the incident

Cons

It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout.. Serious problems that make the tool a bad work mechanism

Leo
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

A Mediocre Solution

Reviewed on 2020/05/12

Although Remedy works, there are much better options out there.

Although Remedy works, there are much better options out there.

Pros

What Remedy has going for it is the ability to scale upwards to the nth degree. It does that well and allows external emails to be sent to other services.

Cons

It is a slow system and it takes loads of patience to work with. It isn't very forgiving with mistakes either.

Jake
Overall rating
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Expanded Tool - Not User Friendly

Reviewed on 2018/12/05

Pros

Remedy can be a great tool in the right hands but it's a bit difficult to use. You can manage both tickets and assets all in one place.

Cons

Not user friendly, needs A LOT of training to even use the basic functions. Wish it was easy to use, training new engineers takes a long time.

Riccardo
Overall rating
  • Industry: Utilities
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Easy to use!

Reviewed on 2018/02/09

Pros

Excellent IT ticketing software
Excellent reporting
Able to get reviews right from the software (from end users)

Cons

Not very customizable
Very expensive
Not very end-user friendly
It can become very slow as more people use it

Megha
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Easy ticket management tool

Reviewed on 2019/10/14

Pros

Service tickets made easy to handle.
Managing SLA and teaching incident is very easy
Changes and incidents can be handled without any fuss

Cons

Initial mapping is bit hectic.
Takes lot of time for higher queues

Greg
Overall rating
  • Industry: Medical Practice
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 6.0 /10

Works nicely as an incident management system

Reviewed on 2018/12/09

Pros

Simple to use, nice interface, and helps me keep on top of all of my incoming and in progress jobs. I think once the SLA's are properly defined then it will check a lot of the boxes for ITIL standards.

Cons

As mentioned. If the SLA's are not configured properly then you can feel as if you are underperforming until you read that your SLA was breached at 4 in the morning on a Sunday. Also the change request can be cumbersome if you have not used the process previously.

Adarsh
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Excellent ticketing tool

Reviewed on 2017/12/11

Pros

I used it extensively for trouble tickets and asset management, and I both worked well for me. I like the asset management portion the more because it provided very valuable information if properly used. I also like being able to create queries to filter out criteria of my own choosing.

Cons

I did not like the way task were added to a ticket. I found it to be confusing, and if I was not told that a task was attached sometimes it would get overlooked.

Prabhdeep
Overall rating
  • Industry: Mechanical or Industrial Engineering
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Review of Remedy 9

Reviewed on 2017/11/17

Pros

It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate.

Srajan
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

BMC Remedy

Reviewed on 2017/12/11

Pros

Really like the tool and works good for cross vendor communciations. It has various flexi features with good integrations with emails and managing tickets
reporting works really good and helps maintain all changes for production and non production environment.

Cons

Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration

Mati
Overall rating
  • Industry: Utilities
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Remedy ITSM

Reviewed on 2018/12/04

Pros

Organizes your incidents and changes. Allows you to search history and run customized queries.

Cons

Customization is complex and costly. Should be easier.

nitzan
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

manageing IT with Remedy Force

Reviewed on 2016/10/05

i have been using Remedy Force to manage all of my IT organisasion (incident and Service request...

i have been using Remedy Force to manage all of my IT organisasion (incident and Service request for some weeks. the system is very easy to use and offerces a self service portal and knowladge managment that are very usefull to my costumers.
the reporting system is very good and allows me to pull out top heaters and known issues that i can escalaite to my IT org

Pros

good reporting system, easy to use, many 3th party apps and add-ons

Cons

encoding issues with hebrew

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Best issue resolving tool

Reviewed on 2019/05/14

Pros

All problems regarding IT issues can be tracked till closure with incident number by the user.

Cons

Closing Response may delayed due to multiple team members assigned for same incident