BMC Helix ITSM

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

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Présentation des tarifs de BMC Helix ITSM

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


Version gratuite

Non

Essai gratuit

Oui

Déploiement et prise en charge de BMC Helix ITSM

Ressources d'aide

  • Support en horaire de bureau
  • En ligne

Déploiement

  • Cloud, SaaS, web

Formation

  • Webinaires
  • Documentation

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

Outils ITSM : afficher la liste complète

BMC Helix ITSM - Alternatives

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Avis sur BMC Helix ITSM

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Note moyenne

Facilité d'utilisation 3,8
Service client 4
Fonctionnalités 3,9
Rapport qualité-prix 4

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Antonio A.
ITSM Specialist
11-50 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
  • Source de l'avis 
  • 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.

  • Source de l'avis 
  • Publié le 06/03/2018
Emir O.
Expert associate
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    3 /5
  • Support client
    3 /5
  • Rapport qualité-prix
    3 /5
  • Probabilité de recommander le produit
    2/10
  • Source de l'avis 
  • Publié le 19/09/2020

"After 5+ years i still dont like it"

Commentaires: 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.

Avantages: Robust, ITSM compliant, fairly great integration posibilites

Inconvénients: 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.

  • Source de l'avis 
  • Publié le 19/09/2020
Utilisateur vérifié
Software Developer Intern
Biens de consommation, 10 000+ 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
  • Source de l'avis 
  • 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.

  • Source de l'avis 
  • Publié le 03/07/2019
Timothy S.
IT Project Manager
Enseignement supérieur
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 25/06/2018

"Complete Helpdesk and IT service management solution"

Commentaires: 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.

Avantages: 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.

Inconvénients: 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.

  • Source de l'avis 
  • Publié le 25/06/2018
Frank M.
Operations Manager
Équipements publics, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    4 /5
  • Support client
    4 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 20/10/2020

"Remedy Service Desk Review"

Commentaires: 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.

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

Inconvénients: 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.

  • Source de l'avis 
  • Publié le 20/10/2020