BMC Helix ITSM

What do you like best?

BMC remedy is a great ITSM tool, one of the best that I have ever used. It provides seamless integration to other tools such a microsoft outlook and other MS office tools. The user interface is so smooth and super fast with unmatched flexibility. We can easily explore through the features/settings and customize look and feel to our need. We have integrated it to run from a people soft application and it never had any compatiblity issues in doing the same.However we faced multiple issues when we used other applications with peoplesoft.

What do you dislike?

I have to praise it for its design, ease of use and seamless integration capabilites. Only thing I would suggest to improve is the Userinterface in some places and add more customizability to users otherwise its fantastic in every other aspect.

Recommendations to others considering the product:

BMC is your best bet for IT service management with most customer friendly interface with simplistic, light weight design .

What problems are you solving with the product? What benefits have you realized?

We loved the way it is designed and easily integratable with other applcations

Initially we experienced lot of difficulty when using other tools wherein even a simple thing like Approving a request use to take a lot of time and patience. The reason is that we need to open the application, login and then check the pending requests for approval and then approve. But when we started using BMC remedy, the integration with peoplesoft and MS office made it easy to create and approve requests without even a need for us to open the web/application portal.