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.

Detalhes do BMC Helix ITSM

BMC

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

Preço do BMC Helix ITSM

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

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Versão gratuita

Não

Teste Grátis

Sim

Implantação

Nuvem, SaaS, web

Formação

Webinars

Documentos

Assistência

Horário comercial

Online

Recursos do BMC Helix ITSM

Programas de Serviço de TI

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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

Avaliações do BMC Helix ITSM

Exibindo 5 de 107 avaliações

Geral
4,1/5
Praticidade
3,8/5
Atendimento ao cliente
4/5
Recursos
4/5
Relação qualidade/preço
4/5
Antonio A.
ITSM Specialist
13-50 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
Shayne F.
Remedy Administrator
  • Classificação geral
    4/5
  • Praticidade
    4/5
  • Recursos e funcionalidades
    Não avaliado
  • Atendimento ao cliente
    5/5
  • Relação qualidade/preço
    Não avaliado
  • Probabilidade de recomendação
    Não avaliado
  • Fonte da avaliação 
  • Avaliado em 26/08/2015

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

Comentários: 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.

  • Fonte da avaliação 
  • Avaliado em 26/08/2015
Avaliador Verificado
Software Developer Intern
Bens de consumo, 10.001+ 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
Avaliador Verificado
IT Support
Serviços e tecnologia da informação, 201-500 funcionários
Usou o software por: 6 a 12 meses
  • Classificação geral
    5/5
  • Praticidade
    5/5
  • Recursos e funcionalidades
    5/5
  • Atendimento ao cliente
    5/5
  • Relação qualidade/preço
    5/5
  • Probabilidade de recomendação
    10/10
  • Fonte da avaliação 
  • Avaliado em 12/03/2020

"Use of remedy "

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

Vantagens: 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

Desvantagens: N/A

  • Fonte da avaliação 
  • Avaliado em 12/03/2020
Jacqua C.
Manager Tech Support
Bancos, 10.001+ funcionários
Usou o software por: Mais de dois anos
  • Classificação geral
    4/5
  • Praticidade
    4/5
  • Recursos e funcionalidades
    4/5
  • Atendimento ao cliente
    Não avaliado
  • Relação qualidade/preço
    4/5
  • Probabilidade de recomendação
    8/10
  • Fonte da avaliação 
  • Avaliado em 26/11/2019

"Overall Adequate Functionality"

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

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

Desvantagens: 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.

  • Fonte da avaliação 
  • Avaliado em 26/11/2019