BMC Helix ITSM

¿Qué es BMC Helix ITSM?

BMC Remedy IT Service Management revoluciona la administración de servicios empresariales. Ofrecido en las instalaciones o en la nube, Remedy ITSM es una plataforma configurable y extensible que fue rediseñada radicalmente para satisfacer las necesidades de cualquier organización de TI transformadora. Más fácil de usar, más rápido de implementar y con las últimas innovaciones en administración de servicios, Remedy IT Service Management y Remedy OnDemand conforman la administración de servicios de TI más completa y capaz para tu empresa.

Información sobre BMC Helix ITSM

BMC

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

Resumen de precios de BMC Helix ITSM

BMC Helix ITSM no tiene versión gratuita, pero ofrece una prueba gratis.

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Versión gratuita

No

Prueba gratis

Implementación

En la nube, SaaS, web

Formación

Seminarios web

Documentación

Asistencia

Horas laborables

En línea

Funciones de BMC Helix ITSM

  • Gestión de configuración
  • Gestión de contratos o licencias
  • Gestión de incidentes
  • Gestión de la disponibilidad
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión de publicaciones e implementaciones
  • Gestión del cambio
  • Portal de autoservicio
  • Seguimiento de activos

Lista completa de Software de ITSM

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Reseñas de BMC Helix ITSM

Mostrando 5 de 106 reseñas

En general
4,1/5
Facilidad de uso
3,8/5
Atención al cliente
4/5
Funcionalidades
4/5
Relación calidad-precio
4/5
Antonio A.
ITSM Specialist
13-50 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    5/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    9/10
  • Fuente de la reseña 
  • Publicado el 6/3/2018

"Former RAC and BMC Accredited Administrator AR System"

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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 6/3/2018
Shayne F.
Remedy Administrator
  • Calificación global
    4/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    Sin valoración
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    Sin valoración
  • Fuente de la reseña 
  • Publicado el 26/8/2015

"Used it for 3 years in our corporation now and it has been great for tracking change and incidents"

Comentarios: Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool. While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot. One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing. Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it. As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order. BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department.

  • Fuente de la reseña 
  • Publicado el 26/8/2015
Usuario verificado
Software Developer Intern
Bienes de consumo, 10.001+ empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    3/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    Sin valoración
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    4/10
  • Fuente de la reseña 
  • Publicado el 3/7/2019

"Remedy Review"

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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 3/7/2019
Jacqua C.
Manager Tech Support
Banca, 10.001+ empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    4/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    Sin valoración
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    8/10
  • Fuente de la reseña 
  • Publicado el 26/11/2019

"Overall Adequate Functionality"

Comentarios: Remedy enables our organization to track incidents and change requests in a single system of record.

Puntos a favor: I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact.

Contras: Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate.

  • Fuente de la reseña 
  • Publicado el 26/11/2019
Sandra H.
Remedy Developer
  • Calificación global
    4/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    Sin valoración
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    Sin valoración
  • Fuente de la reseña 
  • Publicado el 2/7/2015

"Love Remedy ITSM 8.1.01"

Comentarios: I have been a Remedy developer since 1998. I was an early deplorer of 7.6 and 8.0 AND love ITSM 81.01. I deployed 8.1.01 in January 2015. Installing email to use Outlook was missed because the install was not clearly understood. The same happened with Web Services. Correcting these deficits caused an outage shortly after Go Live. Incident, Change, Knowledge, Asset & Release Management are deployed. DMT worked well for the foundation data with one exception - it is no longer possible to import Categorizations as Global; all categorizations are Company specific. SRM deployed quickly using the export/import method; painless and a big win for my customer. Incident, Work Order & Change Templates were created using data mining were included in IOC deployment. I love the People Management Console; it too, was a standard customization I added to previous apps. Multi-tenancy was simple to configure and deploy. While Work Orders are now a stand-alone form, the app is not as well structured as Incident or Change Management, i.e. there is no "Print" button on the WOI:Work Order form. With the ITSM Email Engine & Rules of 8.x, Remedy has nailed it! This used to be a huge development effort that took several months to complete, often delaying application deployment. The incoming email rules are well written and meet most customer needs. We have all of our tickets create Service Requests. We had to add some customizations because when the "Requested For" user is changed, all of the new customer info does not write to the SR completely. This is a big deal when the customer has access to the Request Entry Console because the new customer does not have access to the REQ. The Survey is confined to tickets created using SRDs which does not work for my customer. A custom Survey is in the works because the customer for every resolved Incident must receive a survey solicitation. The TMS:Task form still uses the "Classic" view. It would be nice to have this view updated to match the "Best Practice" view of other ITSM forms. The same for CTM:People. It would be great to have the option of having the last Task close a Work Order or Change Request part of application rules. This is a big issue with customers who always get caught unaware of the behavior.

  • Fuente de la reseña 
  • Publicado el 2/7/2015