BMC Helix ITSM Erfahrungen

Former RAC and BMC Accredited Administrator AR System

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

Vorteile:

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.

Nachteile:

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.

Set the record straight!

Kommentare: 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!

Vorteile:

I’m not sure where this site is getting it’s information but it is wrong. 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. This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy. It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps.

Nachteile:

Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS. Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers!

Remedy Review

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

After 5+ years i still dont like it

Kommentare: 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.

Vorteile:

Robust, ITSM compliant, fairly great integration posibilites

Nachteile:

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.

Complete Helpdesk and IT service management solution

Kommentare: 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.

Vorteile:

We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution The software is highly customizable. BMC's customer support are very responsive. All branches of IT department use it for incident management, change management, asset management and knowledge management. The approval workflows are easy to set and update.

Nachteile:

customization of the application was a very long process specially if you need to use the most of it. But once it is running, it is worth the pain.

All-in-one asset management under a single app

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

Vorteile:

Remedy Asset Management handles the complete IT lifecycle of endpoints and IT devices in general. What makes it more comprehensive is that, unlike other asset managers, it includes literally the COMPLETE lifecycle, including non-IT processes such as Procurement, Inventory, up to Depreciation and EOL (decommission or disposal). Being part of the BMC Remedy family, it also seamlessly integrate and expadn its capabilities with other related products such as Remedy ITSM and Remedy CMDB. Having said that, what I Iike most of it is the integration of all ITAM (IT Asset Management) steps in a single suite, and the representation, mapping and auditing of all assets in a single place. Normally you would resource to several different tools to achieve this.

Nachteile:

One thing definitely open to imporvement is the reporting module. The reporting module could be definitely improved to add more options of building and scheduling reports.

incident management tool

Kommentare: 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.

Vorteile:

The tool centralizes all of the company's IT demands, and that's a high point. We have a preview of all upcoming and upcoming incidents, changes in progress,

Nachteile:

The tool has constant problems. In basically all areas, from browser interface to architecture issues. Bus error, requests, database information retrieval

Great ITSM Tool!

Kommentare: 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%.

Vorteile:

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

Nachteile:

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.

A decent alternative in ITSM domain

Vorteile:

BMC Helix is a decent alternative when it comes to managing service requests, incidents and trouble tickets. Belonging to a huge brand which is number 1 in OSS area in telecommunications, it is pricy; but provides good support for enterprise solutions.

Nachteile:

Not the best front end programming. Very hard to build RPA automations around. Floating licenses are problemmatic sometimes, blocking the user for some time when trying to log in from different IPs.

Good ITSM tool

Kommentare: I use this software withing ITSM and we use it to track tickets, problems and trends within service and its impact on business.

Vorteile:

It gathers Incident, problem and knowledge management in one software and it doing it good. Tickets can be assigned ongoing change management items.

Nachteile:

There is quite high entry level, so it takes some extra time to use it quickly and efficiently to support your business needs.

Mercator review of Remedy IT Service Management

Kommentare: 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...

Support tool for acting demands and sla compliance

Kommentare: We use to receive incidents identified by customers or other T.i teams

Vorteile:

It is a system that covers many features. The fact that having interface with other systems facilitates the delivery of the protocol and completion within the time limit of the incident

Nachteile:

It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout.. Serious problems that make the tool a bad work mechanism

Remedy as a tool for change request and incident management is useful

Kommentare: Organization has adopted ITSM Remedy tool a few years ago. It was difficult in the initial few months. However, experience members are use to this tool now. New team members take time to understand the tool.

Vorteile:

* Supports Change Management * Facilitates Incident Management * Request Management is embedded within the tool * Implementation timeframe is extremely less * Helps standardization by eliminating multiple legacy tools * Workflows can be defined to track the request/ incident management process

Nachteile:

* It is not very intuitive * It takes time to get hands-on with the tool * Some features like searching for group could be simplified. If there are hundreds of groups user has to scroll using a small arrow which is highly cumbersome. * Creating change request requires lots of practice

A Mediocre Solution

Kommentare: Although Remedy works, there are much better options out there.

Vorteile:

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.

Nachteile:

It is a slow system and it takes loads of patience to work with. It isn't very forgiving with mistakes either.

Remedy the best ticketing tool

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

Vorteile:

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

Nachteile:

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

Expanded Tool - Not User Friendly

Vorteile:

Remedy can be a great tool in the right hands but it's a bit difficult to use. You can manage both tickets and assets all in one place.

Nachteile:

Not user friendly, needs A LOT of training to even use the basic functions. Wish it was easy to use, training new engineers takes a long time.

Easy ticket management tool

Vorteile:

Service tickets made easy to handle. Managing SLA and teaching incident is very easy Changes and incidents can be handled without any fuss

Nachteile:

Initial mapping is bit hectic. Takes lot of time for higher queues

Remedy 9 Review

Vorteile:

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.

Nachteile:

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.

Easy to navigate interface but lags in load and search.

Vorteile:

Overall Interface. Wild Card searches for key items. Approval flow for Change Request. Task effort tracker.

Nachteile:

Load time for the software. Restrictions on CRQ update post approval. Lack of seamless CMDB integration.

Works nicely as an incident management system

Vorteile:

Simple to use, nice interface, and helps me keep on top of all of my incoming and in progress jobs. I think once the SLA's are properly defined then it will check a lot of the boxes for ITIL standards.

Nachteile:

As mentioned. If the SLA's are not configured properly then you can feel as if you are underperforming until you read that your SLA was breached at 4 in the morning on a Sunday. Also the change request can be cumbersome if you have not used the process previously.

Remedy

Kommentare: 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.

You need a better designer

Vorteile:

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

Nachteile:

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.

Pros and Cons

Vorteile:

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

Nachteile:

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.

Complex and Complete

Kommentare: PROS
- when you setup Remedy ITSM you are able to work as ITIL says. ITSM brings you the ITIL standard process.
- all the applications inside the ITSM suite are connected natively: You can open a Change from an Incident. You can configure your SLA and measure it on Incident and Change. You configure your foundation data (about people, site, company and so on) once, and then your data are available to all the applications (incident, change, problem etc.)
- based on the famous BMC Remedy ARS Platform: it takes few days to understand how to develop on this framework, without know any programming language. After this, you are able to customize ITSM applications to fit your process needs.
- powerfull CMDB
- recently integrated with MyIT and SmartIT, two apps used to manage ITSM process through a new grafic interface and from any device CONS
- sometimes the interface is not so easy-to-use, and it looks like a 90's software
- it's hard to tune the performance because ITSM architecture is based on a lot of components: network, db, os, midtier.

Remedy Good but not Great

Vorteile:

Has mobile tools to help be productive anywhere.

Nachteile:

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