BMC Helix ITSM Reviews & Product Details - Page 3

Remedy gives you best options either on premise or on cloud solution. Not only that. You can deploy the solution in different powerful or known platforms such as AWS and Azure. Remedy is also a Multi tenancy supported as well as SSO. Remedy is very customer centric solution. Most importantly it is ITIL aligned. So process for IT service management helps our business digitally transformed Review collected by and hosted on G2.com.

I dislike is the price. Also the licensing scheme. Since Remedy is only for an enterprise business SMB would be an overkill. Review collected by and hosted on G2.com.

Remedy has many features that helpful for an IT envoriment. Can keep a track of tickets, task, request and report of the business operation area. Has an easy but complex interface that can be personalize for each user. Has the ability to contact users directly from the application to their emails.

You can preview a ticket with the most recent updates in the main screen by just selecting an item. Review collected by and hosted on G2.com.

The downside is that it can be a little rough to handle sometimes. Most of its features are java based and might not be compatible with some web browsers.

The user interface has too much to talk as this can be improve much better. Review collected by and hosted on G2.com.

How you can filter each of the task and manage them.

Option to export a report to excel /Xps and filter based it based on name submitted date/time, Assignee, team etc.

You can picture the entire flow of IT Asset Management and know where a certain request/ incident is pending. Review collected by and hosted on G2.com.

Sometimes there arises technical glitch. Yhe work logs suddenly disappears . You think you might not have saved it or not done that task. But just close the software and login again. It fixes itself. Only for new users who might not have come across this problem. Review collected by and hosted on G2.com.

This software is very easy for use, it has a very friendly interface.. It helps the company to control the attendance and provide the types of tickets that happen most. It also shows the client's satisfaction when the employee terminates the ticket. I also like to have the function to export to excel. Review collected by and hosted on G2.com.

Until the moment of use, I did not find anything in this tool that I do not like. It has many features that I do not yet know. Review collected by and hosted on G2.com.

I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of request / request that occurs in the company. Review collected by and hosted on G2.com.

There are still a lot of tools I do not know how to use, but so far, I have not found anything I do not like. Review collected by and hosted on G2.com.

The way you can relate all relevant information to any type of ticket, it's a powerful and must-use capability within Remedy. You can have any number of related tickets, for example, set a bunch of incidents as child incidents of another one, then set a change record as the cause for the parent incident, and another one as the change that resolved such incident. Finally, you can set a problem record as the one in which all investigation is being done to prevent the incident from happening again.

The related records enable a breadcrumb trail that allows to navigate thru all the tickets related to any issue. Instead of trying to piece together things like a puzzle, you have all the information relevant to a record at the reach of your fingertips. Review collected by and hosted on G2.com.

Most of the time, Remedy is slower than the average application, the response time for the searches, action buttons, filters, is a test of patience. Even with decent hardware, the response time doesn't show much of improvement. Review collected by and hosted on G2.com.

Remedy allows to give support to customers on a large scale giving access to an immense quantity of information to help manage every kind of issues. For an ISP is the ideal solution. Review collected by and hosted on G2.com.

Despite the very large integration, Remedy is not as flexible as it seems to be, requiring a lot of tuning and internal best practice to be used at his best. Review collected by and hosted on G2.com.

It is very helpful for resolving the tickets..almost all the attributes are self explanatory and easy to use, what i like the most is the reports generated with all the details, when the docket was raised, when it was resolved, by whom etc...it has all the details clearly...it makes life easy... Review collected by and hosted on G2.com.

So far everything is good about Remedy tool Review collected by and hosted on G2.com.

It is a tool that manages the incidents and problems within the ITIL concept. It is possible to consult GMUD's; PKE's, ars, request for repairs. Integrates almost all IT services Review collected by and hosted on G2.com.

Tool presents recurring and serious problems in architecture and optimization. Constants log out of account, java and html errors, which makes the job slow. Review collected by and hosted on G2.com.

My team used Remedy IT Service Management during project and deployment planning for a very large payroll centralization project. Because we were facilitating a large enterprise deployment with multiple phases/waves (subject matter expertise did not exist in the legacy systems), my team drove the majority of the post-live support model design elements, as well as overseeing the change management activities as we planned to bring not only the customer live on the new product, but had to prepare the Help Desk to support the new systems and understand the diagnostic process for support inquires. Review collected by and hosted on G2.com.

I noticed during a post-live volume spike that there seemed to be problems or process gaps linking enterprise tickets to the parent ticket (example: the team learned of a global configuration setting problem in the payroll system we were supporting, and after receiving the first set of calls, we continued to get inundated with new calls for the same global issue. The help desk staff seemed to have difficulty linking all calls to the parent issue, and this seemed to be an ongoing continuous education issue, because the steps were not always clear and/or intuitive in the tool directly. Review collected by and hosted on G2.com.