BMC Helix ITSM

BMC Helix ITSM

par BMC

Description de BMC Helix ITSM

BMC Helix IT Service Management révolutionne la gestion des services d'entreprise. Livrée sur site ou dans le cloud, Helix ITSM est une plateforme configurable et extensible radicalement repensée pour répondre aux besoins de toute organisation informatique transformative. Plus facile à utiliser, plus rapide à déployer et dotée des dernières innovations en matière de gestion des services, Helix IT Service Management est la solution de gestion de services informatiques la plus complète et la plus performante pour votre entreprise.

Informations sur BMC Helix ITSM

BMC

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

Prix de BMC Helix ITSM

BMC Helix ITSM n'est pas disponible en version gratuite mais propose un essai gratuit.

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Version gratuite

Non

Essai gratuit

Oui

Déploiement

Cloud, SaaS, web

Formation

Webinaires

Documentation

Ressources d'aide

Support en horaire de bureau

En ligne

BMC Helix ITSM - Fonctionnalités

Gestion de la configuration
Gestion de la disponibilité
Gestion de projets
Gestion des changements
Gestion des contrats/licences
Gestion des incidents
Gestion des problèmes
Gestion des versions et du déploiement
Portail libre-service
Suivi des ressources

Avis sur BMC Helix ITSM

Afficher 5 avis sur 107

Note globale
4,1/5
Facilité d'utilisation
3,8/5
Service client
4/5
Fonctionnalités
4/5
Rapport qualité-prix
4/5
Antonio A.
ITSM Specialist
13-50 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    4/5
  • Support client
    4/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Publié le 06/03/2018

"Former RAC and BMC Accredited Administrator AR System"

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

Avantages: 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.

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Publié le 06/03/2018
Shayne F.
Remedy Administrator
  • Note globale
    4/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    Sans note
  • Support client
    5/5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Provenance de l'utilisateur 
  • Publié le 26/08/2015

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

Commentaires: 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.

  • Provenance de l'utilisateur 
  • Publié le 26/08/2015
Utilisateur vérifié
Software Developer Intern
Biens de consommation, 10 001+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    3/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    3/5
  • Support client
    Sans note
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    4/10
  • Provenance de l'utilisateur 
  • Publié le 03/07/2019

"Remedy Review"

Commentaires: 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.

Avantages: 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.

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Publié le 03/07/2019
Utilisateur vérifié
IT Support
Services et technologies de l'information, 201-500 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 12/03/2020

"Use of remedy "

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

Avantages: 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

Inconvénients: N/A

  • Provenance de l'utilisateur 
  • Publié le 12/03/2020
Jacqua C.
Manager Tech Support
Banque, 10 001+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    4/5
  • Support client
    Sans note
  • Rapport qualité-prix
    4/5
  • Probabilité de recommander le produit
    8/10
  • Provenance de l'utilisateur 
  • Publié le 26/11/2019

"Overall Adequate Functionality"

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

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

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Publié le 26/11/2019