The automation and ability for it to assign, push workflow to other systems and automatically close is awesome.

Feedback from customers is that they are not that intuitive and therefore we (and them) spend a long time ensuring they understand what is required, and the implications of getting this wrong.

Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes.

Great incident handling tool. Capable of following the ITIL procedures and process.

I really enjoyed Remedy Service Desk because of the Mult Cloud Features, Cloud Provider Release, and Automated Actions.

Reporting is quite difficult, at least in our organization.

System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc.

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.

Remedy ITSM is great for Service Desk  administration due to it´s great flexibility and customization.

As we don't allow (and the good thing is, it's also not needed) any customization, we're saving a lot of money in Remedy operations and can easy participate from every new release.

Essential and User Friendly Tool used for ticketing purpose.

The system is very easy to use and offerces a self service portal and knowladge managment that are very usefull to my costumers.

In basically all areas, from browser interface to architecture issues. Bus error, requests, database information retrieval.

Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration.

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.

Robust, ITSM compliant, fairly great integration posibilites.

We had a hard time installing the software on window server.

BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance.

Need to make the UI more simpler and easy to navigate.

Upgrades and installs are the absolute worst. You cannot just go download the package and run setup.

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

Support tool for acting demands and sla compliance.

Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports.

Remedy features a solid set of ITSM functions.

Software licenses management helps you avoid audit costs.

I suspect they’re making it difficult because they want to sell subscriptions to their SaaS.

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

You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve.

I have worked on Remedy ITSM and found it  robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients.

I've been using it for years, so it's relatively easy to navigate.

X I am impressed, it is easier to use, has better performance and is more intuitive.

It's hard to tune the performance because ITSM architecture is based on a lot of components: network, db, os, midtier.

ZenCase has been phenomenal. I would highly recommend it.

Zencase is a convenient and modern way of inputting time. By far, the best feature is the ability to input time without needing to be connected to a remote server.

I appreciate having an end-to-end SaaS solution to manage my practice.

I highly recommend this product. I have been practicing law for almost 10 years and this is by far the most intuitive and user friendly management system I've used.

Overall, ZenCase is user friendly, with the ability to move seamlessly among the various functions.

New email window useless because it does not assign emails to cases automatically after assigning them in Net Documents.

The only downside is that there is no way to track scheduled events in a matter. I would like to open a case and see what is pending, what has passed and what needs to be done all in one place.

My favorite feature is the task management with filters and options to save searches, and the ability to make quick notes in the body of each task for ease of reference.

I understand there were some struggles in migrating from our prior time-entry program to ZenCase, but I was not directly involved in that.

I love that it is very organized and easy to navigate through a case with the different folders and able to create our own subfolders. Also very easy to open up a new matter.

ZenCase is a pleasure to work with, They are always looking/finding new ways to improve their product and love customer feedback. They want their software to work the way your firm works.

It's hard to upload and rename documents, constantly logs out of net docs. Subfolders should be premade when opening a new case.

Overall, I enjoy using ZenCase. While there are certain things I desire the product is effective as is.

The interface is clear, bright and legible. Each step of any task is clear and concise and if you aren't sure there is support to help you through.

If it had a better records management section then it would be great. What I use it for now it is good.

Overall using ZenCase is a good experience, and if I do run into any issues their online support is always on top of it which I appreciate.

ZenCase is user friendly,  Customer Service is A+, Everything is at your fingertips. Great search/filter capabilities.

Terrible experience, mitigated but not completely without issues, with the integration with NetDocuments.

I love that ZenCase is extremely user friendly.

Very much enjoy working with it, as it was new to me when we started it. Besides it being slow sometimes and not being able to upload documents in tasks for reference, I enjoy the ease of it.

US Dollar

BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment.


The solution provides reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries.


BMC Helix ITSM keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life.


BMC Helix ITSM enables users to define a service catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.


Support is available via phone and email.



LongDescription

Change Management

Problem Management

Incident Management

Please contact BMC Software directly for pricing details

Email/Help Desk

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

BMC Helix ITSM

Developed by attorneys for attorneys!  ZenCase is Next Generation, Cloud-Based Law Practice software that makes everyone’s job in the firm easier, no matter the size. Legal Administrators are being consumed with double accounting entries, billing, trust accounting, providing attorneys updates on collections. Partners struggle with reporting, managing firm knowledge and firm productivity.  Attorneys are challenged with organizing case information, capturing time and document management. ZenCase has a better way!

Here are the key features and benefits of ZenCase:
>Time and Billing – Seamless integration of time entry, expense entry, client invoicing and payments, into one comprehensive but easy to use web-based platform.  Simple time entry.  Customized views for each member of the firm.
>Accounting & Trust Account – Integrates seamlessly with QuickBooks Online. View balance sheets or income statements broken out by attorneys or divisions.  Easily maintain all necessary documentation for inflow and outflows of trust account funds.
>Document Management – Quickly save and reference later all firms’ documents and client related email.  Integrates seamlessly with NetDocuments, SharePoint, Box or OneDrive.  
>Document Automation – Leverage firm and association best of bread work-product with very little effort.  Documents, spreadsheets, or even a PowerPoint presentation can be created from ZenCase with only a couple of clicks.
>Client Relationship Management – A single database for firm contacts, with quick access, filters and history. Show relationships between every contact and organization to run a conflict search with a click of a button.
>Knowledge Management – Eliminate information overload by having one single source of truth for you or your team to link every subject, fact, documents, legal authority, question, answer, person or organization. With the click of a button, all this information can be cloned for other members of your firm.
>Task Automation – Show what everyone should be doing and when. Incorporate true project management to ensure that every client matter is handled efficiently.
>Project Management – Keep track of case information relating to important documents, deadlines, and items in one place for each matter.
>Business Intelligence – The ability to gain deeper insight into your law firm by having every relevant data point from client interaction to attorney performance captured in one central solution.
>Collaborative Workflow – Ensure every member of your team - small or large - knows what to do and when to do it.  When members go out on vacation, others can easily see their task and deadlines to jump right in.  


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