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Opiniones de BMC Helix ITSM

Sobre BMC Helix ITSM

Rediseñado radicalmente para establecer un nuevo estándar para la gestión de servicios de TI en las instalaciones o en la nube.

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Puntos a favor:

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.

Puntos en contra:

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

Valoraciones de BMC Helix ITSM

Evaluación media

Facilidad de uso
3,7
Atención al cliente
3,9
Funcionalidades
4,0
Relación calidad-precio
3,9

Probabilidad de recomendación

7,3/10

BMC Helix ITSM tiene una valoración global de 4,1 estrellas sobre 5 según las 114 opiniones de usuarios de Capterra.

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Antonio
Antonio
ITSM Specialist en Venezuela
Usuario de Linkedin verificado
, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Former RAC and BMC Accredited Administrator AR System

5,0 hace 6 años

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

Puntos a favor:

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.

Puntos en contra:

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.

Marie
Services Architect en EE. UU.
Servicios, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Alternativas consideradas previamente:

Set the record straight!

4,0 hace 3 años

Comentarios: 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!

Puntos a favor:

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.

Puntos en contra:

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!

Usuario verificado
Usuario de Linkedin verificado
Bienes de consumo, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Remedy Review

3,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Emir
Emir
Expert associate en Bosnia y Herzegovina
Usuario de Linkedin verificado
Telecomunicaciones, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Alternativas consideradas previamente:

After 5+ years i still dont like it

4,0 hace 4 años

Comentarios: 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.

Puntos a favor:

Robust, ITSM compliant, fairly great integration posibilites

Puntos en contra:

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.

Timothy
Timothy
IT Project Manager en EE. UU.
Usuario de Linkedin verificado
Educación superior
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Complete Helpdesk and IT service management solution

5,0 hace 6 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Jose
Jose
Support Services Manager en República Dominicana
Usuario de Linkedin verificado
, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la opinión

All-in-one asset management under a single app

5,0 hace 6 años

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

Puntos a favor:

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.

Puntos en contra:

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.

Diogo
Diogo
Helpdesk en Brasil
Usuario de Linkedin verificado
Telecomunicaciones, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

incident management tool

3,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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,

Puntos en contra:

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

Jorge
Jorge
Customer Support Engineer at Cisco TAC en EE. UU.
Usuario de Linkedin verificado
Externalización/deslocalización, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la opinión

Great ITSM Tool!

4,0 hace 5 años

Comentarios: 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%.

Puntos a favor:

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

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Telecomunicaciones, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Alternativas consideradas previamente:

A decent alternative in ITSM domain

4,0 hace 2 años

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Productos farmacéuticos, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la opinión

Good ITSM tool

4,0 hace 6 años

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

Puntos a favor:

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

Puntos en contra:

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

Damir
ITSM Team Leader en Croacia
Ha utilizado el software durante: No especificado
Fuente de la opinión

Mercator review of Remedy IT Service Management

3,0 hace 9 años

Comentarios: 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...

Felipe
Network analyst en Brasil
Telecomunicaciones, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Support tool for acting demands and sla compliance

3,0 hace 4 años

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

Puntos a favor:

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

Puntos en contra:

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

Usuario verificado
Usuario de Linkedin verificado
Organización cívica y social, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Remedy - crashing and burning constantly

2,0 hace 5 años

Comentarios: We use the Remedy Ticket system for helping with customers. However, there is a lot more we could be utilizing for what we're paying.
Remedy is great - when it works.

Puntos a favor:

It works - to the standard that we need it to. Highly Customizable. Works - under a light load. When it works, it works well.

Puntos en contra:

Crashes often. Not using to the extent that it's possible to use. Several different versions needed for running at once.

Leo
Network Specialist III en EE. UU.
Hospital y atención sanitaria, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

A Mediocre Solution

3,0 hace 4 años

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

Puntos a favor:

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.

Puntos en contra:

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

Murtaza
App specialist en India
Servicios de información, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Remedy the best ticketing tool

4,0 hace 5 años

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

Puntos a favor:

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

Puntos en contra:

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

Jake
IT Support Analyst en EE. UU.
Hostelería, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión
Fuente: SoftwareAdvice

Expanded Tool - Not User Friendly

3,0 hace 6 años

Puntos a favor:

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.

Puntos en contra:

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.

Loyce
Retention Team Leader en Uganda
Telecomunicaciones, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Remedy Service Desk

5,0 hace 5 años

Comentarios: Especially in an organisation that involves customers and a back office, this is a must have.

Puntos a favor:

It's instant. It's very easy to use. Ability to edit and add templates, to customize them to ones' need.

Puntos en contra:

Get's too slow when the Tickets are many.

Kelly
Edge Product Management en EE. UU.
Ha utilizado el software durante: No especificado
Fuente de la opinión

Remedy ITSM - Kelly's view point

4,0 hace 9 años

Comentarios: 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
* Data driven configuration/business rules allows for less customization to need to be done
* Data load capabilities are getting stronger
* Default configuration of system variables works for 90% of companies
* Continues to add new sizzle in each release
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
* Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers.
* Upgrade is a bear if you have done any customizations.
* No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away.
Overall General Impression -
Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together.

Megha
Software Engineer en EE. UU.
Tecnología y servicios de la información, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la opinión

Easy ticket management tool

5,0 hace 5 años

Puntos a favor:

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

Puntos en contra:

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

Greg
Salesforce Owner en RU
Práctica médica, 5.001-10.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la opinión
Fuente: SoftwareAdvice

Works nicely as an incident management system

4,0 hace 6 años

Puntos a favor:

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.

Puntos en contra:

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.

Chris
Top Technical Specialist Automation and Monitoring en EE. UU.
Ha utilizado el software durante: No especificado
Fuente de la opinión

Remedy

4,0 hace 9 años

Comentarios: 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.

Gopi
Gopi
IT Engineer en Malasia
Usuario de Linkedin verificado
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la opinión

You need a better designer

5,0 hace 5 años

Puntos a favor:

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

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Tecnología y servicios de la información, 201-500 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la opinión

Use of remedy

5,0 hace 4 años

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

Puntos a favor:

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

Puntos en contra:

N/A

William
ITSSM Consultant en Italia
Ha utilizado el software durante: No especificado
Fuente de la opinión

Complex and Complete

4,0 hace 9 años

Comentarios: 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.

Usuario verificado
Usuario de Linkedin verificado
Educación superior, 1.001-5.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la opinión

Remedy Good but not Great

3,0 hace 6 años

Puntos a favor:

Has mobile tools to help be productive anywhere.

Puntos en contra:

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