BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
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Snow Atlas
Score 8.0 out of 10
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Snow Atlas is a cloud-native platform built from the ground up to provide Technology Intelligence for today’s hybrid enterprises. Based on a microservices architecture and standardized APIs, Snow Atlas provides a unified foundation for Snow’s IT asset management, SaaS management and FinOps solutions. It can be used to display all of the technology in an enterprise's IT stack, or to find opportunities to enhance, optimize and efficiently manage technology assets and share data with…
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
SaaS connectors are not always kept up to date usually when Publishers make changes to their Portal API's. Appears to be little active monitoring on Flexera/Snow Atlas' side unless a customer reports an issue with the data being returned. Fixes are normally implemented as as quickly as possible, depending on whether it is considered a Bug Fix or a Feature Enhancement.
Users - Snow on SAM - No ability to add or bulk import manually. Completely reliant on AD Discovery or Entra ID Discovery
Users - SaaS module - No ability for bulk update of Users for things line 'Online only' or 'Qualified' user accounts. This is an issue in larger companies where you have thousands of SaaS Users being reported through connectors like Microsoft E365.
SaaS module Dashboard does not allow for filtering of insights to a specific Publisher.
Not all Back end SMACC functionality form Snow License Manager have been exposed to the front-end access, as Snow Atlas does not allow customer Administrators access to the back end or SQL databases.
If you are migrating from on-prem Snow License Manager to Atlas, migration tools have not been created by Snow and will require a Project to handle your migration. Without Migration tools, we had to use a Managed Service Partner who had to manually create a lot of their own scripts to retrieve data that cannot be downloaded via reports and imported into Atlas. Any attachments documentation on Agreement or License Records has to be manually re-attached/uploaded to the relevant Agreement/License records in Atlas as the migration was performed.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
Front line support staff done always understand the issue you are explaining or the need to escalate to back end/higher up areas for resolutions and can often require use of the Escalate function or emailing to your Account/Customer Success Manager. That said, once an issue properly is understood, it is handled well.
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
We should have spun up a Project to manage the implementation. Snow indicated to us the ease in which Snow Atlas could be implemented, however this did not factor in that we were migrating from their on-prem product Snow License Manager hosted through a Managed Servicer Partner. For a clean installation, your implementation can be quick and likely not require a Project. If you are migrating from another products or are a company that can have lots of stakeholders, fingers in the pie, hurdles/business processes that need to be adhered to, definitely use a Project to perform your implementation.
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
The ROI was fine initially as we got what we paid for and it served its purpose
Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
Overall ROI was minimal and once the product was out of date we found more value in other tools
