BMC Helix ITSM Reviews

This software allows you to log tickets and assign to groups.

If the person, i mean the designer does not know what he/she is doing and does not cater to your needs, then it is going to be a pain.

Consistent UI makes it easy to navigate. Fully ITIL Compliant and easy to explain how using SMPM. Easily customizable to meet company needs and business processes

No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted. Upgrade are tough if you have done any customizations.

What I like most about remedy is that Im able to place tickets Ina orderly fashion and im able to search through old tickets that relate

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This is the first ticketing system i have ever used. I love it

Great software, only issue is it times out from time to time

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.

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.

This product is great if u want to log your tickets in

It’s an older base format that needs some work

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Great at storing a bunch of data. **See cons for why this isn't optimal** ***Hint, data storage isn't issue, data discovery is***

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.

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

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

Remedy is a good tool that allows us to follow up with clients on problems experienced by them and we can see how many times this client has had the same problem.

We use templates in the version we have and the main problem with templates is that they are duplicated by the number of groups we are assigned to.

- A lot of features and options. - Good (logical) interconnections between fields/tables etc

- The user interface could be better - Some unexpected errors - Horrible web interface (e.g.: multiple scroll bars in the same window, sub-windows larger than the screen size)

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

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

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

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

* 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

* 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

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.

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

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

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

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.

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.

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The way the software is design and ease of use.

No negative comments I think so far. Love the functionality.

Good way of tracking the life cycle of your assets. Customisation options are also available. Customer service is also very good, responds on time.

However customising it is a bit complex. Other than that product is of good use.

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

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

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In large company like us, IT ticketing is a must. I like that I can create my own ticket to resolve my issue and I can view the history of tickets I have created.

I still need to call the helpdesk support in order to fill up the forms accordingly. Since we have change software from time to time other options on the remedy ticketing are not applicable.

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