BMC Helix ITSM Erfahrungen

This tool is very helpful in managing alerts & can be nicely sync with monitoring tools.

I never faced any issues & used this in my previous organization too.

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.

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.

It has a simple interface.Easy to navigate around.We can access it via a web portal which makes it all the more easy and Id say more accessible anytime anywhere.You can trace the change easily which is a huge plus unlike some complex interfaces.

At times if we have a complex process i.e dealing with multiple user information can get a bit tedious.I wish I could export search results too since i always had a problem of copying and pasting stuff which was annoying.

The software has auto refresh feature where the view is automatically refreshed with new tickets.
The reporting feature is cool. We can do reports to identify and handle tickets per teams which is very useful for Project management.

Could have more appealing UI and customization feature that can help different teams to manage the LOVs as needed

It is a very good tool to manage incidents within your company, very useful when it comes to putting details in each affectation,
even if you want to download the data already stored for a while and the details you want

It really is an excellent tool, but at the time of programming and managing it can be a bit complicated for the end user, that is, you will need a specialist to be able to start up your tool 100%

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

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.

Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment

It could be more user friendly and intuitive in terms of the user interface and user experience for non technical workforce who are new to ITSM or service desk environment.

This product takes care of all parts of the IT Lifecycle
Great service management module with SLAs and ticket tracking

This product doesn't have issues that couldn't be fixed with a little customization

It is very convenient in managing the day-to-day ticketing queue and prioritizing the high important cases though it.We can see all the updated and logs very smoothly and can pull reports of the data.

It can be more automated like SNOW. sending updates and adding into it is still a bit manual.

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.

That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical.

There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i don't like.
Not easy to configure.

Overall Interface.
Wild Card searches for key items.
Approval flow for Change Request.
Task effort tracker.

Load time for the software.
Restrictions on CRQ update post approval.
Lack of seamless CMDB integration.

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.

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

It’s an older base format that needs some work

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

The way the software is design and ease of use.

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