BMC Helix ITSM

Essential and User Friendly Tool used for ticketing purpose

Comments: Best Ticketing tool for business purpose. Gives us wide range of options to customize from.
breadth of services.
Easily understandable
Can generate reports according to requirement
Able to link tickets to one another easily

Pros:

Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests

Cons:

Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us.

Good Ticket management tool

Pros:

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.

Cons:

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

Great IT Support Tracker

Comments: We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.

Pros:

► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets.

Cons:

► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.

One of the Best Incident Trackers!

Comments: I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.

Pros:

I love how intuitive it is. The software flows just like you'd expect.

Cons:

It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.

Great Tool

Pros:

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

Cons:

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

Best tool for Resolving Dockets - Customer support

Comments: We are using Remedy on a daily basis to resolve customer tickets...very easy to keep track of the issues, customer can revert back as well , so that we can provide optimum solution to the issues raised through remedy dockets..

Pros:

It is very helpful for resolving the dockets, almost all the attributes are self explanatory, easy to use, what i like the most is reports are generated with all the details like when the docket is raised, when it is resolved, average time duration, and also we can customize the reports...It makes life easy

Cons:

So far everything is useful and good about Remedy

Government contract

Pros:

The program is very robust with options to do all sorts of crazy things in the information service.

Cons:

It can be quite clunky with all the options.

You need a better designer

Pros:

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

Cons:

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.

I love this software

Pros:

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

Cons:

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

Great product

Pros:

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

Cons:

It’s an older base format that needs some work

Used it for 3 years in our corporation now and it has been great for tracking change and incidents

Comments: Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool. While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot. One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing. Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it. As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order. BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department.

Love Remedy ITSM 8.1.01

Comments: I have been a Remedy developer since 1998. I was an early deplorer of 7.6 and 8.0 AND love ITSM 81.01. I deployed 8.1.01 in January 2015. Installing email to use Outlook was missed because the install was not clearly understood. The same happened with Web Services. Correcting these deficits caused an outage shortly after Go Live. Incident, Change, Knowledge, Asset & Release Management are deployed. DMT worked well for the foundation data with one exception - it is no longer possible to import Categorizations as Global; all categorizations are Company specific. SRM deployed quickly using the export/import method; painless and a big win for my customer. Incident, Work Order & Change Templates were created using data mining were included in IOC deployment. I love the People Management Console; it too, was a standard customization I added to previous apps. Multi-tenancy was simple to configure and deploy. While Work Orders are now a stand-alone form, the app is not as well structured as Incident or Change Management, i.e. there is no "Print" button on the WOI:Work Order form. With the ITSM Email Engine & Rules of 8.x, Remedy has nailed it! This used to be a huge development effort that took several months to complete, often delaying application deployment. The incoming email rules are well written and meet most customer needs. We have all of our tickets create Service Requests. We had to add some customizations because when the "Requested For" user is changed, all of the new customer info does not write to the SR completely. This is a big deal when the customer has access to the Request Entry Console because the new customer does not have access to the REQ. The Survey is confined to tickets created using SRDs which does not work for my customer. A custom Survey is in the works because the customer for every resolved Incident must receive a survey solicitation. The TMS:Task form still uses the "Classic" view. It would be nice to have this view updated to match the "Best Practice" view of other ITSM forms. The same for CTM:People. It would be great to have the option of having the last Task close a Work Order or Change Request part of application rules. This is a big issue with customers who always get caught unaware of the behavior.

Robust but Ruthless

Pros:

Remedy encompasses almost anything and everything you would need in an ITSM solution. Feature rich to the core.

Cons:

There is somewhat of a learning curve here. Training is not only suggested but STRONGLY suggested

Mercator review of Remedy IT Service Management

Comments: PROS:
- big community of users,
- generally lots of best practices are incorporated into the tool,
- listed as ITIL compliant (but see below coment...),
- offers lots of ITIL processes,
- well-connected OOTB with CMDB, BPPM, ADDM, other BMC tools,
- mostly well accepted among users (if we ignore product defects). CONS:
- very difficult to understand process steps in Remedy and SMPM and relate them to ITIL process steps. SMPM, Remedy and ITIL have 3 different versions of the process, with not obvious relationship between them. None of the consultants knew the answer to this...
- the tool has lots of issues, some of them are very serious (e.g. server hangs and crashes every 2-3 days, some of our users cannot log onto SRM console, ...)
- support by BMC is generally poor. Very difficult to get people who understand what the problem is and even more difficult to find the ones able to resolve it. Unsatified almost 100%.
- Remedy is generally very slow for people doing lots of updates in the tool. I have seen 2 different installations and both have slow response times
- some easy things are actually a science in Remedy. E.g. how to add a column to Overview or Incident Console.
- old and clumsy interface, looks like it was built at the beginning of internet
- unpredictable system, sometimes works nice for days, and then it just starts behaving strangly (flush-cash becomes a regular thing to do, both server-side and client-side)
- there is practically no support nor consultants in our area, which makes us dependent on near-shore consultants, which is not practical
- upgrade is a nightmare, even with small amount of customizations that we had. It took us 2 months to perform it, and we still haven't resolved all the issues occured during upgrade OVERALL IMPRESSION:
- good tool, but that volume of bugs leaves a really bad taste in the mouth...

Use of remedy

Comments: its useful for the team to efficiently place tickets without the hassle of going through paperwork

Pros:

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

Cons:

N/A

Remedy the best ticketing tool

Comments: I am using this tool from last 7 years and happy with this ticketing tool.

Pros:

Its very nice tool for logging ticket and raising incident. Change, outage management can be used with remedy. Its best and most used in IT industry

Cons:

its typically slow. It should be fast to use like Jira. rest all feature are very good

A simple change management tool

Comments: Use the 80/20 rule. It does meet most needs, however you will spend 80% of your time reaching the last 20% of your needs if you let it. Think outside the box and use integrations.

Pros:

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.

Cons:

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.

Remedy Good but not Great

Pros:

Has mobile tools to help be productive anywhere.

Cons:

The customer self service portal isn’t as friendly & well laid out as it could be.

Provides complete lifecycle management of your IT assets, from procurement to end-of-life.

Pros:

Software licenses management helps you avoid audit costs. Proactively identify contract infringements and purchasing opportunities. Know where your assets are located, who is using them, and how many there are. Make informed decisions about IT changes.

Cons:

It is possible that there are areas where it is not applicable, but in general it will cover the needs of the company.

review for REMEDY

Pros:

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

Cons:

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

Service Management

Pros:

Gather, analyze, store and share information to resolve any previously known issues. Self- and Service Catalog.

Cons:

Lack of integration with client management to show details of end users machines and automated remediatio

Remedy 9 Review

Pros:

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.

Cons:

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.

Primary consultant in installing, configuring, customizing, health checks, and custom training.

Comments: PRO: ITSM is an easy application to work with as long as training is provided beforehand to the customers. CON:Too many End Users are not using the full capability of the product as they are not taught the finer pieces of using the tool to help in their daily business. PRO: The product provides a lot of detailed connections to information that is helpful in performing one's responsibilities, making business decisions with correct information, running valid reports, and keeping an eye out for the customer based on the backend capabilities. PRO/CON: The applications are constantly changing based on the cosmetic capabilities and functionality provided; however, the past couple of updates has not been a major change to the End User's way of performing their work, which has been very helpful. Moving from one version to another makes it difficult for customers to jump on the bandwagon of changes as they took 12 to 18 months to get to the next to the highest version possible. So to move to the latest version is not a very smooth transition and results in insignificant down time for the customer. But the products are great to work with and provides all the necessary options available for the companies to be successful. CON: The challenge is getting the End Users to use the tool correctly and to use it based in its fullest capabilities.

Remedy

Comments: I have been a user of Remedy for about 14 years and have done integrations for the past 10 with products like Atrium Orchestrator and Opalis. Remedy is a very powerful forms tool that is extremely customizable. Performance can vary widely based on load. It complements an ITIL approach or organization very well. Of the products that I have used, it is certainly the most complex, but also the most feature rich. The issues that I have with it are mainly in two areas. Upgrades are difficult and very time consuming especially if there have been several customizations done. Depending on how these customizations were implemented, each one may have to be redone post upgrade. The second major issue is the user interface itself. I have heard it described as being written by developers for developers. When first exposed, many things are not intuitive and require "end user training" to stay consistent. I hope that this is enhanced and streamlined in future releases as I find the user experience lacking. Overall, I am pleased with the Remedy ITSM product from a user and integration prospective. It does what we need it to do, and we get good support. Products can always be streamlined and user experiences continue to evolve.

Pros and Cons

Pros:

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

Cons:

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.