BMC Helix ITSM 2026: Benefits, Features & Pricing

Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.

Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer!

Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.

Neutral, it works stable when you give the system enormous resources. System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc. Actualy when you try alternatives you figure out that system is not that bad. But in 2020 it looks like it's from last decade from perspective of resources, flexibilty and integration posibilites. Support forum is the worst. You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve. Mobile aplication exist only on paper. It is abandoned by vendor i thing from version 1. Last updates still have part of system based on Adoble Flash so beware of Decembar 2020 when Microsoft, Mozilla drop support. After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems. Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports. Personaly i would never choose it as solutin if you have any requirement for custimization. To expensive, to complicated.

It is a single repository/database for incidents, assets, change requests and knowledge You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.

We have consolidated all our ITOM operations under a single app, readily accessible across the organization.

All the demands of you, which need to be met by technicians, are registered in ars remedy, there are two ways to perform the registration. Via the web, having access to the tool, or contacting the helpdesk, the first level technician records the customer demand, this demand is received by the responsible area that continues the service. The process is correct and follows the itil methodology, but the tool is outdated and problematic.

Remedy ITSM has been great to implement our Service Desk Service from Scratch. With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

I used Remedy in the last 3 years to process automatic generated incidents and changes. Overall it was a good experience, but you always have the feeling that you are using an older, obsolete software.