Conheça o BMC Helix ITSM

O BMC Helix IT Service Management revoluciona o gerenciamento de serviços empresariais. No local ou na nuvem, o Helix ITSM é uma plataforma configurável e expansível redesenhada radicalmente para atender às necessidades de qualquer organização de TI transformadora. Mais fácil de usar, mais rápido de implantar e repleto das mais recentes inovações em gerenciamento de serviços, o Helix IT Service Management é um gerenciamento de serviços de TI completo e capaz para sua empresa.

BMC Helix ITSM - Informação

BMC

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

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BMC Helix ITSM - Visão geral de preços

O BMC Helix ITSM não possui uma versão gratuita, mas oferece versão de teste grátis.


Versão gratuita

Não

Teste grátis

Sim

BMC Helix ITSM: implantação e suporte

Assistência

  • Horário comercial
  • Online

Implantação

  • Nuvem, SaaS, web

Formação

  • Webinars
  • Documentos

Recursos do BMC Helix ITSM

  • Gerenciamento de configuração
  • Gestão da disponibilidade
  • Gestão de contratos e licenças
  • Gestão de incidentes
  • Gestão de lançamento e implantação
  • Gestão de mudanças
  • Gestão de problemas
  • Gestão de projetos
  • Portal de autoatendimento
  • Rastreamento de recursos

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BMC Helix ITSM - Alternativas

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BMC Helix ITSM - Avaliações

Leia todas as avaliações

Classificação geral

4,1/5

Pontuação média

Praticidade 3,8
Atendimento ao cliente 4
Recursos 3,9
Relação qualidade/preço 4

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Escreva uma avaliação!
Antonio A.
ITSM Specialist
11-50 funcionários
Usou o software por: Mais de dois anos
  • Classificação geral
    5 /5
  • Praticidade
    4 /5
  • Recursos e funcionalidades
    4 /5
  • Atendimento ao cliente
    4 /5
  • Relação qualidade/preço
    5 /5
  • Probabilidade de recomendação
    9/10
  • Fonte da avaliação 
  • Avaliado em 06/03/2018

"Former RAC and BMC Accredited Administrator AR System"

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

Vantagens: 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.

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 06/03/2018
Frank M.
Operations Manager
Manutenção predial, 201-500 funcionários
Usou o software por: Mais de dois anos
  • Classificação geral
    4 /5
  • Praticidade
    4 /5
  • Recursos e funcionalidades
    4 /5
  • Atendimento ao cliente
    4 /5
  • Relação qualidade/preço
    4 /5
  • Probabilidade de recomendação
    8/10
  • Fonte da avaliação 
  • Avaliado em 20/10/2020

"Remedy Service Desk Review"

Comentários: 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.

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

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 20/10/2020
Avaliador Verificado
Software Developer Intern
Bens de consumo, 10.000+ funcionários
Usou o software por: Mais de dois anos
  • Classificação geral
    3 /5
  • Praticidade
    4 /5
  • Recursos e funcionalidades
    3 /5
  • Atendimento ao cliente
    Não avaliado
  • Relação qualidade/preço
    Não avaliado
  • Probabilidade de recomendação
    4/10
  • Fonte da avaliação 
  • Avaliado em 03/07/2019

"Remedy Review"

Comentários: 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.

Vantagens: 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.

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 03/07/2019
Emir O.
Expert associate
Telecomunicações, 1.001-5.000 funcionários
Usou o software por: Mais de dois anos
  • Classificação geral
    4 /5
  • Praticidade
    4 /5
  • Recursos e funcionalidades
    3 /5
  • Atendimento ao cliente
    3 /5
  • Relação qualidade/preço
    3 /5
  • Probabilidade de recomendação
    2/10
  • Fonte da avaliação 
  • Avaliado em 19/09/2020

"After 5+ years i still dont like it"

Comentários: 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.

Vantagens: Robust, ITSM compliant, fairly great integration posibilites

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 19/09/2020
Jorge G.
Customer Support Engineer at Cisco TAC
Terceirização/Deslocalização, 1.001-5.000 funcionários
Usou o software por: Mais de um ano
  • Classificação geral
    4 /5
  • Praticidade
    3 /5
  • Recursos e funcionalidades
    4 /5
  • Atendimento ao cliente
    3 /5
  • Relação qualidade/preço
    5 /5
  • Probabilidade de recomendação
    8/10
  • Fonte da avaliação 
  • Avaliado em 20/02/2019

"Great ITSM Tool!"

Comentários: 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%.

Vantagens: 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

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 20/02/2019