BMC Helix ITSM

Wat is BMC Helix ITSM?

BMC Helix IT-servicebeheer zorgt voor een revolutie in het servicebeheer voor ondernemingen. Helix ITSM wordt op locatie of in de cloud geleverd en is een configureerbaar en uitbreidbaar platform dat radicaal is herontworpen om te voldoen aan de behoeften van elke transformatieve IT-organisatie. Helix IT-servicebeheer is eenvoudiger en sneller in gebruik en zit boordevol met de nieuwste innovaties op het gebied van servicebeheer. Het biedt zeer compleet en capabel IT-servicebeheer voor je onderneming.

BMC Helix ITSM - Details

BMC

http://www.bmc.com/it-solutions/remedy-itsm.html

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BMC Helix ITSM - prijsoverzicht

BMC Helix ITSM heeft geen gratis versie maar biedt wel een gratis proefperiode.


Gratis versie

Nee

Gratis proef

Ja

BMC Helix ITSM - implementatie en ondersteuning

Ondersteuning

  • Kantooruren
  • Online

Implementatie

  • Cloud, SaaS, Web

Training

  • Webinars
  • Documentatie

Functies van BMC Helix ITSM

De leverancier heeft deze informatie niet opgegeven.

Bekijk de volledige lijst van IT-service software

  • Assets volgen
  • Beschikbaarheidsbeheer
  • Configuratiebeheer
  • Contract- en licentiebeheer
  • Incidentenbeheer
  • Probleembeheer
  • Projectbeheer
  • Veranderingsbeheer
  • Versie- en implementatiebeheer
  • Zelfserviceportal

Bekijk de volledige lijst van ITSM-software

BMC Helix ITSM alternatieven

Meer alternatieven voor BMC Helix ITSM

Reviews van BMC Helix ITSM

Lees alle reviews

Gemiddelde score

Gebruiksgemak 3,8
Klantenservice 4
Functies 3,9
Waar voor je geld 4

Software beoordelen

Deel je ervaringen met andere softwarekopers.

Schrijf een review!
Antonio A.
ITSM Specialist
11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5 /5
  • Gebruiksgemak
    4 /5
  • Functies en functionaliteit
    4 /5
  • Klantenondersteuning
    4 /5
  • Waar voor je geld
    5 /5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 6-3-2018

"Former RAC and BMC Accredited Administrator AR System"

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

Pluspunten: The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.

Minpunten: BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.

  • Bron van de reviewer 
  • Beoordeeld op 6-3-2018
Frank M.
Operations Manager
Nutsbedrijven, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4 /5
  • Gebruiksgemak
    4 /5
  • Functies en functionaliteit
    4 /5
  • Klantenondersteuning
    4 /5
  • Waar voor je geld
    4 /5
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 20-10-2020

"Remedy Service Desk Review"

Opmerkingen: It suited us fine as an ITIL centric Incident, Problem, Change Management tool. We considered other options to add Config and Asset management but all were similarly hard to implement on an established nationwide network.

Pluspunten: The ability to create customer scheduled reports from within the software without integrations to other external third party tools.

Minpunten: Configuration and asset management was hard to implement on a very large nationwide existing network. Discovery tools basically required you to define the network to Remedy instead of full discovery. There were third party integrations available for network discovery.

  • Bron van de reviewer 
  • Beoordeeld op 20-10-2020
Geverifieerde reviewer
Software Developer Intern
Consumentengoederen, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    3 /5
  • Gebruiksgemak
    4 /5
  • Functies en functionaliteit
    3 /5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    4/10
  • Bron van de reviewer 
  • Beoordeeld op 3-7-2019

"Remedy Review"

Opmerkingen: 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.

Pluspunten: This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.

Minpunten: I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.

  • Bron van de reviewer 
  • Beoordeeld op 3-7-2019
Emir O.
Expert associate
Telecommunicatie, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4 /5
  • Gebruiksgemak
    4 /5
  • Functies en functionaliteit
    3 /5
  • Klantenondersteuning
    3 /5
  • Waar voor je geld
    3 /5
  • Waarschijnlijkheid van aanbeveling
    2/10
  • Bron van de reviewer 
  • Beoordeeld op 19-9-2020

"After 5+ years i still dont like it"

Opmerkingen: 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.

Pluspunten: Robust, ITSM compliant, fairly great integration posibilites

Minpunten: Where do i begin?
Database structure is nightmare for maintating, creating reports and to actually understad inner workings of system.
Reporting sofware lacks some basic stuff.
Upgrading production system is a 14 days nightmare.
Some basic stuff like creating user level reports based on who did what in which time are imposible.
It has almost no room for adjusting, user interface is upgraded from version 7.5, 8.1 until version 9.1 but is substandard compared with cloud based solution.

  • Bron van de reviewer 
  • Beoordeeld op 19-9-2020
Jorge G.
Customer Support Engineer at Cisco TAC
Outsourcing/Offshoring, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    4 /5
  • Gebruiksgemak
    3 /5
  • Functies en functionaliteit
    4 /5
  • Klantenondersteuning
    3 /5
  • Waar voor je geld
    5 /5
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 20-2-2019

"Great ITSM Tool!"

Opmerkingen: 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%.

Pluspunten: Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization.
It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers.
It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Minpunten: At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there.
It´s not very easy to use therefore it needs a Learning curve.
When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

  • Bron van de reviewer 
  • Beoordeeld op 20-2-2019